Refund & Returns Policy
Effective Date: November 2025
L'vae - A Praventis Group LLC Company
At L'vae, we aim to provide safe, reliable and high-quality telehealth services. Because our services involve medical consultations and prescription medications, refund and return rules must comply with U.S. federal and state regulations, pharmacy laws, and clinical standards.
Please review this Refund & Returns Policy carefully before purchasing any service, consultation, subscription, or medication through L'vae.
Prescription Medications - No Returns or Refunds
Federal law prohibits pharmacies from accepting returns of prescription medications once they have been dispensed or shipped even if:
- the package is unopened
- you changed your mind
- you no longer want or need the medication
- you did not use the product
For this reason: Prescription orders are final and non-refundable once approved by a clinician and sent to our licensed pharmacy partner.
This rule exists to protect patient safety and to comply with pharmacy handling regulations.
Telehealth Consultations - Non-Refundable
Once your medical information has been reviewed by a clinician from our licensed telehealth provider:
The consultation fee becomes non-refundable.
This applies whether or not a prescription is ultimately issued.
Reasons consultations are non-refundable:
- Clinical review and judgment have already occurred
- The service has been fully rendered
- Telehealth encounters are considered "used" once reviewed
If you withdraw before your case is reviewed, contact customercare@lihv.com, cancellation may be possible if no review has taken place.
Subscription Plans
Your subscription is billed on a recurring basis according to the schedule shown at checkout.
Cancelling Future Renewals
You may cancel at any time before the next billing date.
- Cancellation stops future charges
- It does not refund past orders
- Any medication already dispensed or in progress cannot be refunded
Changes to Subscription
You may update dosage, frequency, or pause future renewals through your account or by contacting customercare@lihv.com.
All changes apply to future orders only.
Non-Prescription Products
If we offer non-prescription wellness or OTC items:
Eligible for return or refund only if:
- unused
- unopened
- in original packaging
- returned within 30 days of delivery
Not eligible if:
- opened
- used
- damaged by the customer
- past the return window
Return shipping costs may apply.
Damaged, Incorrect, or Missing Orders
We will replace or resolve any issue that is the result of:
- an error in dispensing
- incorrect medication
- damaged packages during shipping
- missing items
You must contact us within 7 days of delivery at customercare@lihv.com with:
- order number
- photos of the issue (if applicable)
We will work with our licensed pharmacy partner to resolve it promptly.
Clinical Ineligibility
If a clinician determines treatment is not medically appropriate:
You will NOT be charged for medication
Consultation fees may still apply if a review has been completed.
If a review has not yet been performed, we are not able to cancel once submitted.
Failed Deliveries
If a package cannot be delivered due to:
- an incorrect address provided by you
- failure to collect or receive delivery
- refusal of delivery
- mailbox restrictions
Refunds cannot be issued for prescription items.
We can coordinate a reshipment at your cost, subject to pharmacy rules.
Billing Errors
If you believe you were charged incorrectly, please contact customersupport@lihv.com within 14 days, and we will investigate promptly.
Refund Processing Times
If your request qualifies for a refund:
- approved refunds will be returned to the original payment method
- processing typically takes 5-10 business days, depending on your bank
Contact Us
If you have questions about this policy or need help with an order: