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Medical Disclaimer

Axentra provides technology and administrative support and does not replace the relationship between an individual and a licensed healthcare professional. Medical services are provided by independent licensed providers. Prescription medications are available only when clinically appropriate following a provider evaluation and are dispensed by licensed pharmacy partners. Compounded medications are not FDA-approved, and FDA does not evaluate their safety, effectiveness, or quality before marketing. Product and service availability varies by individual and state. Results are not guaranteed. Host-facility lease payments are established under written fair-market-value arrangements and are not based on referrals, prescriptions, purchases, or the volume or value of healthcare services.

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Table of ContentsAxentra Health Return & Replacement Policy
  1. Eligibility for Replacement
  2. How to Request a Replacement
  3. Non-Eligible Situations
  4. Final Authority
  5. Contact Information
Axentra Health Return & Replacement PolicyDue to the nature of compounded medications and regulatory requirements, Axentra Health and its partner pharmacies do not accept returns for any reason other than verified product damage or temperature-related compromise upon delivery. This policy is in place to protect patient safety and maintain compliance with federal compounding regulations.
  1. Eligibility for Replacement
    2. A product may be eligible for free replacement under the following circumstances:
    • The vial or packaging arrives damaged or broken.
    • The product arrives outside the acceptable temperature range, as indicated by the temperature reading on the attached heat tape.
  2. How to Request a Replacement
    3. To initiate a replacement request, you (the patient/consumer) must:
    1. Contact the clinic where you purchased the product within 24 hours of delivery.
    2. Provide clear photographs showing:
      • The damaged vial or packaging (if applicable)
      • The heat tape showing temperature exposure (if applicable)
    3. Your clinic will submit the request to the pharmacy on your behalf for review.
    Note: Requests submitted after 24 hours of confirmed delivery or without appropriate documentation may be denied.
  3. Non-Eligible Situations
    4. Replacements will not be provided for:
    • Customer error or change of mind
    • Improper storage or handling after delivery
    • Delays in reporting issues beyond the 24-hour window
    • Failure to provide visual documentation
  4. Final Authority
    5. All replacement decisions are made solely by the compounding pharmacy, RD3MG, and are final once reviewed and approved. Axentra Health does not influence or override the pharmacy's judgment in these matters.
  5. Contact Information
    6. If you have questions about this policy, please reach out to your clinic directly. Clinics can contact the pharmacy through their authorized submission process.Thank you for your understanding and for trusting Axentra Health and its partner pharmacies with your wellness care.