At Novi, we understand that circumstances may change, and you may want to cancel your order. Refunds are handled carefully to ensure fairness and patient safety.
Refund Eligibility
Before a Prescription is Written
You may be eligible for a full refund if you contact us before a clinician writes your prescription.
Each request is reviewed individually to ensure proper process and timely action.
After a Prescription is Written
Once a prescription has been written and processed by the pharmacy, refunds are generally not available.
In rare, exceptional cases, an exception may be considered. If an exception is requested, we follow the Step-by-Step: How to Request a Refund After a Completed Visit with Prescription process.
Step-by-Step: How to Request a Refund After a Completed Visit with Prescription
Step 1: Contact Us Immediately
Call our Care Team at +1 469 965 8873 (Monday–Sunday, 8 AM – 8 PM EST) as soon as possible.
Calling ensures your request is reviewed promptly before the pharmacy processes the medication further.
Step 2: Provide Your Details
Share your full name, email, and order information so our team can locate your account and prescription.
Explain the reason for your refund request clearly.
Step 3: Case Review
Our Care Team will review your request in collaboration with the clinical and pharmacy teams.
Refunds are evaluated on a case-by-case basis, considering the status of your prescription and any exceptional circumstances.
Step 4: Confirmation
If your refund is approved, you will receive confirmation from our Care Team.
The payment will then be processed according to Novi’s policies.
Need Help?
Email: support@joinnovi.com
Call: +1 469 965 8873
Chat: Click the chat bubble at the bottom right of your Novi Portal
We’re available 7 days a week and always here to help.
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