Sera Rx LLC

Returns & Refunds Policy

Last updated: May 11, 2026

Please read this Returns & Refunds Policy carefully.

Sera Rx LLC and its affiliates (collectively, "Sera RX," "we," or "us") own and operate the website located at https://joinserarx.com (the "Platform"). This Returns & Refunds Policy (this "Policy") describes the limited circumstances in which returns, replacements, credits, and refunds are available in connection with your access to and use of the Platform, the Content, and any products or services provided through the Platform or otherwise by Sera RX (collectively, the "Service"). In this Policy, the terms "you" and "yours" refer to the person using the Service.

This Policy is incorporated into and forms part of our Terms and Conditions ("Terms"). Capitalized terms used but not defined in this Policy have the meanings given to them in the Terms. To the extent of any conflict between this Policy and the Terms regarding returns or refunds, this Policy controls. This Policy should be read together with our Shipping Policy, our Subscription/Auto-Refill & Cancellation Policy, and our Telehealth Consent.

IMPORTANT — PRESCRIPTION AND COMPOUNDED MEDICATIONS CANNOT BE RETURNED. For reasons of patient safety and federal and state pharmacy law, prescription medications and compounded drugs that have been shipped or dispensed cannot be returned, resold, restocked, reused, or re-dispensed under any circumstances. DO NOT MAIL ANY MEDICATION BACK TO SERA RX OR TO ANY PHARMACY. Any medication you receive is yours and cannot be accepted back into the pharmacy supply chain. All sales of prescription and compounded medications are final, except as expressly described in this Policy.

1. Overview and Scope

Sera RX is a technology platform that provides access to telehealth services. Sera RX is not a healthcare provider, is not a pharmacy, and does not practice medicine or dispense medications. Medical services are provided by licensed physicians, nurse practitioners, and physician assistants ("Providers") affiliated with independent professional entities ("Medical Groups"). Prescription and compounded medications are dispensed only by licensed compounding pharmacies (the "Pharmacies") pursuant to a valid prescription issued by a Provider.

The Service is offered on a cash-pay basis only. Sera RX and the Medical Groups do not accept, bill, or coordinate with any health insurance, and are not enrolled with any federal or state healthcare program (e.g., Medicare, Medicaid) or any commercial payer. You are solely responsible for the costs of any product or service provided to you.

This Policy applies to all products and services purchased through the Service, including compounded GLP-1 medications such as semaglutide and tirzepatide ("Medications"), consultations, medical evaluations, and memberships. Because the Medications are prescription products and, in the case of compounded products, are prepared by a Pharmacy specifically in connection with a prescription, the return and refund rights described in this Policy are necessarily limited.

2. All Sales Final on Prescription and Compounded Medications

Once a Medication has been shipped or dispensed by a Pharmacy, the sale is final and the Medication cannot be returned, exchanged, refunded, resold, restocked, reused, or re-dispensed, except in the limited circumstances expressly described in Sections 5 (Damaged, Defective, or Incorrect Shipments) and 6 (Lost or Stolen Packages) below.

This restriction exists for important reasons:

• Patient safety. Once a Medication leaves the Pharmacy's custody, its storage conditions, handling, and integrity can no longer be verified. A returned Medication could be adulterated, contaminated, tampered with, or improperly stored, and cannot safely be provided to any other patient.
• Legal and regulatory requirements. Federal and state pharmacy laws and regulations generally prohibit a pharmacy from accepting the return of a dispensed prescription drug into its inventory or re-dispensing it to another patient. Compounded Medications are prepared in reliance on a specific prescription and are not part of a returnable retail inventory.

Accordingly, you should not mail or otherwise attempt to return any Medication to Sera RX or to any Pharmacy. Any Medication that is returned to us or to a Pharmacy will be destroyed in accordance with applicable law and will not be eligible for a refund or credit, except where the return relates to a damaged, defective, or incorrect shipment that we have authorized in advance under Section 5. If you wish to dispose of an unwanted or unused Medication, please follow the disposal guidance provided with your shipment or consult a drug take-back program.

3. Consultation, Evaluation, and Membership Fees

Fees you pay are allocated among (a) fees for the professional medical evaluation and consultation performed by a Provider and Medical Group (the "Evaluation"), (b) the cost of any Medication dispensed by a Pharmacy (the "Medication Cost"), and (c) any platform, membership, or subscription fees. Refundability depends on the nature of the fee and the stage at which a refund is requested:

• Completed Evaluations are generally non-refundable. Once a Provider has reviewed your intake information and rendered a professional medical evaluation, the Evaluation has been performed and the associated fee is generally non-refundable, whether or not a prescription is issued and whether or not you proceed with treatment. This reflects that the medical service was delivered.
• Medication Cost is refundable until dispensed. If you have paid for a Medication that has not yet been dispensed or shipped by the Pharmacy, the Medication Cost is generally refundable as described in Sections 4 and 7.
• Membership and platform fees. Recurring membership and subscription fees are governed by the Subscription/Auto-Refill & Cancellation Policy. We do not provide refunds for partially used subscription or membership periods, although we may provide such refunds on a case-by-case basis in our sole discretion.

Where a single bundled price is charged that includes both an Evaluation and a Medication, and a refund is warranted under this Policy, we (in coordination with the applicable Pharmacy and Medical Group) may refund the Medication Cost portion while retaining the portion attributable to a completed Evaluation.

4. When a Provider Determines Treatment Is Not Appropriate

You will not be charged the Medication Cost, or will receive a refund of any Medication Cost already paid, if a Provider determines that a Medication is not appropriate for you, that you are not a candidate for treatment, or otherwise declines to issue a prescription, in each case before the Medication has been dispensed or shipped.

Please note the following:

• The refund in this circumstance applies to amounts paid for a Medication that has not yet been dispensed. It does not include the fee for a completed Evaluation, which is generally non-refundable as described in Section 3, because the Provider performed the professional service of reviewing your information and rendering a clinical determination.
• A Provider's decision about whether treatment is appropriate is a medical determination made in the Provider's independent clinical judgment. Sera RX does not control or interfere with the practice of medicine by the Medical Groups or Providers.
• If a Provider determines, after a Medication has already been dispensed or shipped (for example, in connection with a refill), that treatment should be discontinued or changed, the already-dispensed Medication remains non-returnable and non-refundable for the reasons described in Section 2. Future, not-yet-dispensed refills will not be charged or will be refunded.

5. Damaged, Defective, or Incorrect Shipments

We want you to receive your order in good condition. If your shipment arrives damaged or defective, or if you receive an incorrect product or quantity, you may be eligible for a replacement or credit, subject to the following process and conditions:

• Reporting window. You must report the issue to us within seven (7) days of the delivery date shown by the carrier. Reports made after this window may not be eligible for a replacement or credit.
• How to report. Contact us at hello@serarx.com with your order number, a description of the issue, and clear photo documentation of the affected product, its packaging (including any temperature-control packaging), and any shipping or carrier labels. Do not discard the product, packaging, or contents until your report has been reviewed and resolved.
• Do not return the Medication. Even where a shipment is damaged, defective, or incorrect, do not mail any Medication back unless we expressly instruct you to do so in writing and provide specific return or disposal instructions. Because Medications cannot be restocked or re-dispensed, resolution will ordinarily take the form of a replacement shipment or a credit/refund rather than a return.
• Resolution. If we (in coordination with the applicable Pharmacy) confirm that the shipment was damaged, defective, or incorrect, we will, at our or the Pharmacy's discretion and as appropriate, arrange a replacement shipment of the correct product, or issue a credit or refund of the affected Medication Cost. Replacement shipments are subject to a Provider's continued authorization and to applicable pharmacy requirements.

This Section does not apply to products that are damaged or rendered unusable due to improper storage or handling after delivery, or to products that have been opened or used, except to the extent the defect existed at the time of delivery. See Section 9 regarding cold-chain and temperature-sensitive handling.

6. Lost or Stolen Packages

If your order is marked as delivered by the carrier but you have not received it, or if a package appears to be lost in transit, please contact us at hello@serarx.com promptly so that we can assist. We will coordinate with the carrier to investigate, which may include initiating a carrier trace, claim, or investigation.

Resolution of lost or stolen package claims depends on the outcome of the carrier investigation and the circumstances of delivery. Where a package is confirmed lost in transit, we will, in coordination with the applicable Pharmacy, work with you on a replacement or refund of the affected Medication Cost where appropriate. We are not responsible for packages that are confirmed delivered to the address you provided and that are subsequently lost or stolen after delivery, though we will use reasonable efforts to assist with carrier claims. Please ensure that the shipping address you provide is accurate, secure, and able to receive temperature-sensitive deliveries. Additional shipping-related terms are set forth in our Shipping Policy.

7. Order Cancellation: Before vs. After Dispensing

• Before dispensing or shipment. You may request cancellation of an order before the Medication has been dispensed or shipped by the Pharmacy. If we are able to cancel the order before it enters the Pharmacy's fulfillment process or before the Medication is dispensed, you will receive a full refund of the Medication Cost for the cancelled order. Because compounded Medications may be prepared and dispensed shortly after a prescription is issued, the window to cancel may be brief, and we cannot guarantee that a cancellation request will be received in time to stop fulfillment.
• After dispensing or shipment. Once the Medication has been dispensed or shipped, the order cannot be cancelled and is not eligible for return or refund, for the patient-safety and legal reasons described in Section 2.
• Recurring and subscription orders. Cancellation of recurring, auto-refill, or subscription orders is governed by the Subscription/Auto-Refill & Cancellation Policy. To avoid being charged or shipped for an upcoming refill, you must cancel before the applicable processing or renewal cutoff described in that policy. A refill that has already been dispensed or shipped is non-returnable and non-refundable.

8. Refund Method, Timing, and Partial Refunds

• Method. Approved refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different card or account, or by cash or check, except where required by applicable law or where the original payment method is no longer valid.
• Facilitation by Sera RX; processing by the Pharmacy. Where a refund relates to a Medication, the refund is processed by or through the dispensing Pharmacy that received payment for the Medication Cost, and Sera RX facilitates and coordinates the request. Refunds of Evaluation, platform, membership, or subscription fees charged by Sera RX are processed by Sera RX.
• Timing. Once a refund is approved, please allow approximately five (5) to ten (10) business days for the refund to be processed and to appear on your statement. The exact timing depends on your financial institution and is outside our control.
• Partial refunds. Where only a portion of an order is eligible for a refund (for example, a refund of the Medication Cost but not a completed Evaluation, or a refund for one affected item in a multi-item order), we may issue a partial refund corresponding to the eligible amount.

Chargebacks. If you have a question or concern about a charge, please contact us first at hello@serarx.com so that we can work with you to resolve it. Initiating a chargeback or payment dispute with your card issuer or bank for a charge that is valid under this Policy and the Terms — including for a Medication that has been properly dispensed or shipped — may be treated as a breach of the Terms. We reserve the right to dispute and respond to chargebacks with documentation of your order and acceptance of this Policy, to suspend or terminate your account, and to recover amounts owed, including any associated fees and costs, to the extent permitted by law.

9. Cold-Chain and Temperature-Sensitive Handling

Certain Medications, including GLP-1 Medications such as semaglutide and tirzepatide, are temperature-sensitive and may require refrigerated ("cold-chain") storage. Such Medications are shipped using appropriate temperature-control packaging in accordance with the Shipping Policy. Upon delivery, you are responsible for promptly inspecting your shipment and storing the Medication in accordance with the storage instructions provided with the product and any guidance from your Provider or the Pharmacy.

A Medication that has been improperly stored, exposed to temperatures outside the recommended range after delivery, opened, used, or otherwise compromised cannot be returned, replaced, refunded, or re-dispensed, and may be unsafe or ineffective to use. If you have any concern that your Medication may have been compromised in transit, do not use it; instead, report the issue to us within the reporting window described in Section 5, with photo documentation of the product and its temperature-control packaging, so that we can review your shipment.

10. How to Request a Refund or Report an Issue

To request a refund, report a damaged, defective, incorrect, lost, or stolen shipment, or ask a question about this Policy, please contact us at hello@serarx.com. To help us resolve your request promptly, please include:

• your full name and the email address associated with your account;
• your order number;
• a description of the issue and the resolution you are seeking; and
• where applicable, clear photo documentation of the product, its packaging (including temperature-control packaging), and any shipping labels.

We will review your request and coordinate with the applicable Pharmacy and/or Medical Group as needed. Approval of any refund, replacement, or credit is subject to the conditions set forth in this Policy.

11. Fraud and Abuse; Reservation of Rights

We reserve the right, in our sole discretion and to the extent permitted by law, to investigate and to refuse, limit, delay, or deny any refund, replacement, or credit request that we reasonably believe to be fraudulent, abusive, repetitive, made in bad faith, or in violation of this Policy or the Terms. Examples include repeated claims of non-delivery, claims unsupported by reasonable documentation, attempts to return or obtain refunds for properly dispensed Medications, and patterns of conduct that misuse this Policy. We further reserve the right to suspend or terminate the account of any User who engages in such conduct. Nothing in this Section limits any rights or remedies available to us under the Terms or applicable law.

12. Changes to This Policy

We may revise this Policy from time to time. Any changes are effective upon posting to the Platform, and the "Last updated" date above will reflect the most recent revision. The version of this Policy in effect at the time of your order governs that order. Your continued use of the Service after a revised Policy is posted constitutes your acceptance of the revised Policy.

13. Governing Law

This Policy is governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law provisions. Subject to the dispute resolution and arbitration provisions of the Terms, any action arising under this Policy shall be brought exclusively in the state or federal courts located in Duval County, Florida.

14. Contacting Us

If you have any questions about this Policy, need to report an issue, or wish to request a refund, please contact us:

• General and support inquiries: hello@serarx.com
• Formal or legal inquiries: privacy@joinserarx.com

Or by regular mail at:

Sera Rx LLC Attn: Customer Support 86 Oakwood Road Jacksonville Beach, FL 32250