For any inquiries related to refunds or cancellations, please contact Brello Health at info@brellohealth.com or call us at 1-888-BRELLO-1.

If a customer cancels before the health review has been performed, or if the Provider determines the customer is not an appropriate candidate and no prescription has been issued, the customer will receive a full refund of all amounts paid.

We will refund the total amount paid, less a $50 professional service fee, provided you email info@brellohealth.com within twenty-four (24) hours after we send you notice that your review is complete and a prescription has been issued. The timestamp of that notification email governs. Requests submitted after this period are not eligible. The $50 fee is disclosed at checkout.

Once medications have been dispensed, it is non-refundable. State and federal pharmacy law prohibits the return, restocking, or redispensing of prescription medications once they have left the pharmacy.

*If you have concerns about your medication or suspect a dispensing error, please contact the dispensing pharmacy within forty-eight (48) hours of receiving your medication.

Please confirm the shipping address at checkout. We cannot refund and the dispensing pharmacy cannot reship orders sent to an incorrect address that was provided, unless the error resulted from a Brello system or processing error.

Where a subscription includes more than one product, the dispensing pharmacy ships together when possible; if products must ship separately due to availability or logistics, we will use commercially reasonable efforts to notify you in advance. A split shipment does not extend or restart any refund window.

If a customer requests or authorizes any change to the shipping address, delivery location, delivery date, hold-for-pickup, routing, or other delivery instructions directly with the carrier after shipment, the customer assumes all risk associated with that change. Brello and the dispensing pharmacy are not responsible for any resulting delay, loss, theft, damage, temperature excursion, degradation, or diminished potency, and will not replace, reship, refund, or otherwise compensate you for products affected by such changes, except as required by applicable law.

Contact the dispensing pharmacy immediately, regardless of how much time has passed. To be considered for replacement or refund under this policy, report the issue within 48 hours of delivery. This deadline governs eligibility under this policy only.

If you believe there is a problem with the shipment, please do not discard the medication, vials, or any of the original packaging. The original medication may need to be returned before a replacement can be approved for investigation purposes.

Carrier confirmation is presumptive evidence of delivery, not conclusive. Email us within 48 hours with a signed non-receipt statement and confirmation that your address was correct, plus a police report where theft is suspected. Be sure to file a claim directly with the courier for any lost or stolen packages. To prevent a lapse in treatment you may be asked to pay for a replacement order; if the investigation confirms non-receipt, we refund that replacement order in full within ten (10) business days after the conclusion of the investigation.