Return and Refund Policy

At &you, we provide a technology platform that connects Users with independent licensed medical professionals and pharmacies. Our Refund & Return Policy is designed to be transparent, fair, and compliant, while prioritizing your health and safety. This policy governs cancellations, refunds, and returns for services and products facilitated through our Platform.

CORE REFUND POLICY

1.1. The outcome of your mandatory medical consultation is the determining factor for refund eligibility.

1.2. If you are deemed unsuitable for treatment by a Medical Provider:

  • If, during the consultation, a licensed medical professional determines that you are not a suitable candidate for the prescribed treatment, your order will be cancelled, and a full refund will be processed.

  • This safeguard ensures that medical appropriateness and patient safety always come first.

1.3. If you are approved for treatment by a Medical Provider:

  • Once the consultation is complete and a prescription is approved, your payment becomes strictly non-refundable.

  • At this stage, your medication is personalized, compounded, or allocated specifically for you by licensed partner pharmacies.

  • For regulatory, health, and safety reasons, such items cannot be returned, restocked, or reused under any circumstances.

ORDER CANCELLATIONS

2.1. You may request a cancellation and receive a full refund at any time before your scheduled consultation begins.

2.2. To cancel an order, you must contact us immediately at hello@andyou.ph with your order details.

2.3. Once a consultation has started or a prescription has been approved, cancellations are no longer eligible for refund.

 

NON-RETURNABLE ITEMS

3.1. For health, safety, and legal compliance, we cannot accept returns for:

  • Prescription medications;

  • Any compounded or personalized products;

  • Items that have been opened, used, or tampered with.

3.2. These restrictions ensure the integrity and safety of all medical products delivered through our Platform.

 

EXCEPTIONS FOR DAMAGED OR INCORRECT ORDERS

4.1. While returns are not generally permitted, exceptions apply in the rare event of damage, defect, or incorrect shipment.

4.2. To request a replacement or corrective action:

  • Notify us within 24 hours of delivery at hello@andyou.ph.

  • Provide your order number, a description of the issue, and clear photos of the affected item(s) and packaging.

4.3. Once reviewed and verified, we will arrange for a replacement shipment or another appropriate resolution at no additional cost.

 

PROCESSING APPROVED REFUNDS

5.1. Refunds apply only to orders cancelled before consultation or cases where a patient is deemed unsuitable for treatment during consultation.

5.2. Timelines:

  • Refunds are initiated within 24–72 hours of approval.

  • Funds are credited back to your original payment method within 5–10 business days.

5.3. Please note that additional delays may occur depending on your bank or payment provider’s internal processing times.

 

CUSTOMER SUPPORT

6.1. If you have questions about this Refund & Return Policy or wish to initiate a request, you may contact our support team:

  • 📧 Email: hello@andyou.ph

  • ⏰ Hours: Monday to Sunday, 8:00 AM – 1:00 AM (PHT)

Last updated: September 01, 2025