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Refund Policy

Last Updated: March 28, 2026

At Pivelia, your satisfaction and safety are important to us. Due to the personalized and medical nature of many of our products and services, the following refund and return policies apply to all purchases made through our website at pivelia.com.

1. Prescription Medications

This includes all physician-prescribed treatments such as GLP-1 weight loss programs, NAD+ therapy, Sermorelin therapy, and GHK-Cu programs.

  • Prescription medications are compounded specifically for each patient based on their individual health assessment and physician approval. Once the pharmacy has begun preparation of your medication, the order is non-refundable and non-returnable.
  • You may cancel your order before the pharmacy begins preparation by contacting us promptly at info@pivelia.com.
  • If your medication arrives damaged, broken, or with compromised temperature packaging (for example, ice pack fully melted and product noticeably warm), contact us within 48 hours of delivery with photographs of the packaging and product. We will provide a free replacement at no additional cost.

If you experience a medical concern related to your medication, contact us immediately. Your Provider will evaluate the situation and determine appropriate next

2. Multi-Month Programs

Some treatment programs are offered in multi-month durations (3, 6, or 12 months) and are billed in full at the time of enrollment.

  • Multi-month programs are non-refundable once your first shipment has been prepared by the pharmacy.
  • If you wish to cancel before your first shipment is prepared, you may request a full refund by contacting us at info@pivelia.com.
  • Program enrollments are non-transferable to other individuals, as all treatments are personalized based on your health profile.

3. Wellness Products (Sublingual Strips)

Non-prescription wellness products, including all sublingual wellness strips, are subject to the following policy:

  • Unopened products in original sealed packaging may be returned within 14 days of delivery for a full refund.
  • Opened or used products cannot be returned for hygiene and safety reasons.
  • If your product arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery for a free replacement or full refund.

4. Shipping Issues

  • Lost Packages: If your package is confirmed lost in transit by the shipping carrier, we will send a free replacement or issue a full refund at your choice.
  • Damaged Cold Chain: If temperature-sensitive products arrive with cold chain packaging compromised, contact us within 48 hours with photos of the packaging. We will provide a replacement at no cost.
  • Incorrect Address: Orders shipped to an incorrect address provided by the customer are not eligible for refund. Please verify your shipping address carefully before completing your purchase.

5. How to Request a Refund or Report an Issue

To request a refund, return, or replacement, or to report any issue with your order, please contact us at info@pivelia.com. Include your order number and a description of the issue. For damaged products, please include photographs.

We aim to respond to all requests within 24 to 48 business hours. Approved

6. Exceptions

Pivelia reserves the right to deny refund or return requests in cases of suspected fraud, abuse of this policy, products that have been tampered with or used beyond their intended purpose, or requests made outside the stated timeframes.

7. Contact

For all refund and return inquiries, please contact us at info@pivelia.com.