Refund & Return Policy

This policy explains when charges are refundable and how to request a refund or a replacement for Kiln Health subscriptions and compounded medications. Where a refund is required by applicable law, we honor it regardless of the terms below.

Before a prescription is issued

When you start, your card is authorized but you are charged for medication only after a licensed physician reviews your intake and issues a prescription. Payment does not guarantee a prescription. If no prescription is issued, you are not charged for medication.

Subscriptions and cancellation

You can cancel your subscription at any time from your account or by contacting support. Cancellation stops future charges and shipments. To avoid your next charge, cancel before your next fill date. Charges already processed for an order that has been compounded or shipped are handled under the section below.

Compounded medications

Compounded medications are prepared specifically for you and cannot be returned to stock or resold. For that reason, unless required by law, medication that has already been compounded or shipped is non-refundable. This is standard practice for personalized compounded prescriptions.

Damaged, defective or incorrect orders

Medications ship in temperature-appropriate packaging. If your order arrives damaged or defective, or you receive something other than what was prescribed, contact us within 7 days of delivery with your order details and a photo where relevant. We will replace the order or issue a refund for it. Do not use a product that appears damaged or compromised.

How to request a refund

Email support@kiln.health with your name, order details, and what happened. We review every request individually and respond as quickly as we can.