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Refund Policy

Last updated: August 28, 2026

Unfortunately we cannot accept returns of prescription products for reuse or resale, and all sales are final, except as expressly provided in the Four-Month Money-Back Guarantee below. If you feel we have made an error in the filling of your prescription, please contact us at support@renlohealth.com.

Four-Month Money-Back Guarantee

Renlo Health offers a limited money-back guarantee (the "Guarantee") to eligible first-time members who complete four consecutive months of a qualifying Renlo Health weight management program and do not achieve Measurable Progress, subject to the conditions set forth in this section.

The Guarantee is a commercial customer-satisfaction policy offered by Renlo Health. It is not a medical guarantee, a warranty of any treatment outcome, or a promise of any particular clinical result. Individual results vary. Neither Renlo Health nor Arora Health & Aesthetics, LLC, any similar affiliated professional entity, any health care provider, or any pharmacy in the Renlo Health Pharmacy Network guarantees that you will lose weight or achieve any other health outcome. Nothing in the Guarantee modifies, conditions, or is intended to influence the independent clinical judgment of any health care provider, and no health care provider or affiliated professional entity is a party to the Guarantee or has any obligation under it.

Eligibility

To qualify for a refund under the Guarantee, all of the following must be true:

  1. You are a first-time Renlo Health member enrolling in a qualifying weight management program, you enrolled directly through the Sites, and you have not previously received a refund under the Guarantee.
  2. You submit a Baseline Weight Verification, in the form and manner we specify, within fourteen (14) (calendar) days after your first prescription is issued through the Services.
  3. You remain continuously enrolled and in Good Standing for four (4) consecutive months, measured from the date your first prescription is issued (your "Four-Month Mark").
  4. You follow the treatment plan directed by your health care provider, including completing all required check-ins, responding to provider communications, and filling and using each prescription as directed.
  5. You submit a Second Weight Verification, in the form and manner we specify, within the period beginning fourteen (14) days before and ending fourteen (14) days after your Four-Month Mark.
  6. You submit a written refund request to support@renlohealth.com within fourteen (14) days after your Four-Month Mark.

Good Standing

"Good Standing" means that, at all times during the four-month period:

  • Your membership is active and has not been cancelled, paused, skipped, or suspended;
  • All invoices have been paid in full when due and no payment has been reversed, disputed, or charged back;
  • You have not materially breached the Terms of Use; and
  • You have not obtained the same or a substantially similar prescription medication from any source other than the Renlo Health Pharmacy Network.

Weight Verifications

Baseline and Second Weight Verifications must be submitted using the method we designate and must clearly show your current weight displayed on a scale, together with any verification code, date stamp, or other identifying information we request. We may reject a verification that is illegible, incomplete, altered, duplicated, or that we reasonably believe to be inaccurate or fraudulent. If we reject a verification, we will notify you and you will have seven (7) days from the date of that notice to submit a replacement.

Measurable Progress

"Measurable Progress" means a reduction in your body weight, as shown by your Second Weight Verification, of at least two percent (2%) compared with the body weight shown in your Baseline Weight Verification. Your baseline body weight is the weight shown in your Baseline Weight Verification, and not any weight you self-reported during intake or at any other time. If your Second Weight Verification shows Measurable Progress, you are not eligible for a refund under the Guarantee.

Refund Amount

If you satisfy every condition above and did not achieve Measurable Progress, Renlo Health will refund the amounts you actually paid to Renlo Health for the qualifying weight management program during the four-month period. The refund does not include amounts paid for any product, service, or fee outside the qualifying program, and does not include shipping charges, taxes, or fees charged by third parties. If you purchased a multi-month or quarterly plan that extends beyond your Four-Month Mark, the refund covers only the portion of that plan attributable to the four-month period. Refunds are issued to the original payment method and are generally processed within thirty (30) days after we approve your request.

Exclusions

You are not eligible for a refund under the Guarantee if any of the following applies:

  • You cancelled, paused, skipped, or allowed your membership to lapse at any point during the four-month period, or any payment was declined, reversed, disputed, or charged back.
  • Your health care provider discontinued, declined, or modified treatment because of a medical contraindication, your non-adherence, or your failure to provide accurate or complete health information.
  • You did not fill, or did not use as directed, any prescription issued to you through the Services.
  • You provided false, misleading, altered, or incomplete information in connection with your enrollment, your treatment plan, or either Weight Verification.
  • You initiated a chargeback or payment dispute, or you already received a refund, credit, or other price adjustment for the same charges.
  • You obtained the same or a substantially similar medication from a source outside the Renlo Health Pharmacy Network during the four-month period.
  • Your enrollment was made using a free, gifted, employee, or promotional offer that we identified at the time of purchase as excluded from the Guarantee.

Limits

The Guarantee is limited to one refund per person and one refund per household. It is personal to you, is not transferable, and has no cash value except as expressly provided above. If we issue you a refund under the Guarantee, your membership will terminate as of the refund date and you will not be eligible for the Guarantee again.

Verification and Abuse

We may request additional documentation or information reasonably necessary to verify a refund request, and we may withhold a refund until you provide it. Renlo Health determines whether the conditions of the Guarantee have been met in its reasonable discretion, and its determination is final. We may deny a refund request and suspend or terminate your account if we determine that you have abused the Guarantee or attempted to obtain a refund by fraud or misrepresentation.

Changes to the Guarantee

The Guarantee terms in effect at the time of your enrollment govern your request. Renlo Health may modify or discontinue the Guarantee at any time on a going-forward basis; any such change will not affect members already enrolled at the time of the change.

See our Terms of Service for the full legal terms governing your use of Renlo Health's Sites and Services, including this Guarantee.

Contact

Renlo Health LLC
13802 North Scottsdale Road, Suite 151
Scottsdale, AZ 85254
support@renlohealth.com