Returns & Refunds

This Returns and Refunds Policy explains how Eros MD handles returns, refunds, and cancellations. Because we operate as a licensed telemedicine provider, dispensing prescription and compounded medications, our policy has more clinical and regulatory constraints than a standard consumer-goods policy. Please read this page before starting treatment.

1. Consultation Fees

Consultation fees pay for a licensed physician's review of your intake, your health history, and (where applicable) your lab results. Once a physician has reviewed your intake, the consultation has been provided and the fee is non-refundable. This applies regardless of whether the physician determines that treatment is or is not clinically appropriate.

If you decline to complete your intake or withdraw before a physician review, your consultation fee is fully refunded.

2. Dispensed Medications

For patient safety and legal reasons, medications that have been dispensed by a licensed pharmacy cannot be returned or resold. Federal and state law prohibits the return of dispensed prescription medications to the supply chain. Eros MD therefore does not offer refunds on medications that have already shipped.

This applies whether the medication is a brand-name or generic prescription (such as sildenafil, tadalafil, finasteride) or a compounded formulation (such as compounded weight loss medications or topical formulations).

3. Circumstances Where We Will Issue a Refund

We will issue a full or partial refund in the following specific situations:

• Shipment error. If we ship the wrong medication, wrong strength, or wrong quantity, we refund the affected order or ship a corrected order at no cost.
• Damaged in transit. If your medication arrives damaged (broken bottle, compromised packaging, or verifiable temperature excursion on cold-chain medications), we ship a replacement at no cost after receiving photographic evidence.
• Non-delivery. If a package is confirmed lost by the carrier, we ship a replacement or issue a refund.
• Provider-initiated discontinuation. If your physician discontinues treatment for safety reasons before a refill has shipped, the upcoming refill is cancelled and any charge for it is refunded.

4. Subscription Cancellation

You can cancel a recurring plan at any time through your patient portal or by emailing support@erosmd.com. Cancellations stop future billing and future shipments.

Shipments that have already been dispensed will still arrive, and you will not be refunded for those shipments. To avoid a dispensed-and-charged shipment, cancel at least 3 business days before your scheduled refill date.

5. Adverse Reactions and Side Effects

If you experience side effects, your physician's first response is clinical: dose adjustment, switching medications, or providing supportive treatment. Side effects alone are not a refund trigger because the dispensed medication still has clinical value that the provider can work with.

If you experience a serious adverse reaction, contact your Eros MD physician immediately through the patient portal or call 911 or your local emergency service for urgent medical care. Report the event to us so your physician can update your plan.

6. How to Request a Refund

Email support@erosmd.com within 30 days of the charge you are disputing. Include your order number, a description of the issue, and any supporting documentation (photos for damage, tracking numbers for non-delivery). We aim to respond within 2 business days.

Approved refunds are typically processed within 5 to 10 business days to your original payment method.

7. Chargebacks

If you disagree with a charge, please contact us before filing a chargeback with your card issuer. A filed chargeback for a legitimate, delivered medication will often be contested with documentation that the medication was appropriately prescribed, dispensed, and delivered. Working with us directly is typically faster and more effective than the chargeback process.

8. Contact

Questions about this policy? Email us at support@erosmd.com or write to:

Eros MD
Attn: Patient Support
30 N Gould St Ste R
Sheridan, WY 82801