Effective Date: June 10, 2026
This Return and Refund Policy (this "Policy") applies to products ordered through the MedGrid, LLC platform and Services ("MedGrid," "we," "us," or "our"). Because many products available through the Services are compounded medications, biologics, prescription products, and temperature-sensitive items, returns are limited for patient-safety, sterility, and regulatory reasons. By placing an order, you agree to this Policy.
Platform role. MedGrid operates as a technology and payment-facilitation platform. Products are supplied by pharmacies and third-party vendors, and the dispensing pharmacy or vendor is the seller of record. Returns, replacements, and refunds are subject to the policies of the applicable pharmacy or vendor and to applicable law, as coordinated through MedGrid.
Except as required by applicable law or where a product is defective, damaged, or shipped in error (see Sections 2 and 3), the following are final-sale and may not be returned, exchanged, or refunded once shipped:
This Policy reflects regulatory and safety requirements applicable to compounded and prescription products and is not subject to waiver by individual request.
If a product arrives damaged, defective, or non-conforming, you must notify MedGrid within seventy-two (72) hours of delivery and provide your order number, a description of the issue, and photographs of the product and packaging. Do not discard the product or packaging until the claim is resolved. Subject to verification by the dispensing pharmacy or vendor, a verified damaged or defective product will be replaced or, where replacement is not available, refunded. Temperature excursions affecting cold-chain products must be reported immediately upon delivery.
If you receive an incorrect product, an incorrect quantity, or a product you did not order, notify MedGrid within seventy-two (72) hours of delivery. Verified order or shipping errors attributable to MedGrid, the pharmacy, or the vendor will be corrected at no additional charge through replacement or refund. You may be asked to return the incorrectly shipped product using a prepaid label, where return is lawful and appropriate.
Non-prescription devices, capital equipment, and durable goods may be eligible for return only if unopened, unused, and in original, resalable packaging, and only if a return is requested within fourteen (14) days of delivery. Such returns may be subject to a restocking fee of up to twenty percent (20%) and to the vendor's return terms. Opened, used, installed, or registered equipment is not returnable except where defective.
To request a return or report a damaged, defective, or incorrect product, contact MedGrid at info@medgrid.com with your order number and a description of the issue within the applicable timeframe. Do not ship any product back without prior written authorization. Unauthorized returns may not be accepted and may not be eligible for refund.
Approved refunds are issued to the original payment method within a commercially reasonable time, typically within ten (10) to fourteen (14) business days after the return or claim is approved and, where applicable, the returned product is received and inspected. Shipping charges are non-refundable except where the return results from a damaged, defective, or incorrectly shipped product. Refund timing may vary based on your payment provider.
If a product you ordered is subject to a recall or safety alert, MedGrid will coordinate with the applicable pharmacy or vendor to provide notice and instructions. Do not use a recalled product. Recall remedies are governed by the recall notice and applicable law.
We may update this Policy from time to time by posting the revised Policy with a new effective date. Questions about this Policy or a specific order may be directed to:
MedGrid, LLC
MedGrid, LLC, 1691 Michigan Ave, Ste 360, Miami, Florida, USA
info@medgrid.com