Account Management
Autorenew / Declined Charges/ Dosage Adjustments / Damaged Vials/ Refunds / Exchanges / Shipments delivered unrefrigerated
Transferring Care From Another Provider or Clinic
When transferring care to Unique Physique, we are pleased to welcome you as a patient. However, you may be required to provide documentation of your most recent prescription and dosage before we can process your order. Please note that we reserve the right to require official proof and do not accept verbal accounts of current dosages.
Pharmacy Delays & Declined Charges
Unique Physique does not provide interim medication or injections for any lapses due to pharmacy delays that are beyond our control, including acts of God, weather, or declined credit cards.
Autorenewal Policy
While this is not a contract, using autorenew allows Unique Physique, LLC to accept multiple scheduled payments from your credit card. A receipt will be provided upon request, and charges will be noted on your credit card/bank statement. No prior notification will be given for the date of charge, but you can call the office to determine your recurring bill date. If there is ever a need to alter the payment date or amount, we will notify you by phone or text.
Declined Charge Notifications
If a charge is declined, you will be notified via text message after all paid orders are processed.
Refunds and Exchanges
Cancellation Policy
You are not in a contract. If you no longer want the medication, simply call us to cancel. If a credit card dispute occurs after the medication is shipped, Unique Physique, LLC will provide the card processor with all tracking information to show that the medication was delivered.
Damaged Vials
Reporting Damages
Unique Physique, LLC requires photographic documentation of all damaged vials AND the packaging they were shipped in before a dispute can be filed with FedEx and our partner pharmacies.
All medication should be inspected immediately upon receipt.
Replacement Policy
Unique Physique, LLC will not provide replacement meds when:
- Damages are not reported within 8 hours of receipt.
- Medication was not opened properly
(e.g., using excessive force, pliers, knives). - Missing meds are not reported within 8 hours of receipt from the shipping carrier.
- Summertime Deliveries/Warm Medicine/Melted Ice Packs
Replacement/Dispute Policy
If replacement is needed due to theft, damage by shipping carrier, delivery to incorrect address by carrier or any other situation that is not the result of incorrect order entry by Unique Physique or the pharmacy will enter into the following process:
- A dispute/claim will be made by the pharmacy to the carrier. A police report due to theft, or photographic proof of damage may be required.
- No medications will be reshipped until the dispute is completed and resolution by the carrier is given.
- In the event that a resolution by the carrier is not provided, Unique Physique will not replace medications free of charge.
Update Your Account Information
Please visit the link below to make changes to your dosage, payment method, payment date, and request HSA/FSA documentation.
Credit Card Dispute & Chargeback Policy
Purpose
This policy is intended to address disputed credit card charges and outline the requirements for customers who wish to continue or restart services following a payment dispute or chargeback.
Policy Statement
In the event a customer disputes a credit card transaction, whether intentional or accidental, the merchant incurs administrative, processing, and dispute-related fees from the payment processor and financial institutions.
To continue, resume, or restart services with the company after a disputed transaction, the customer will be required to:
- Pay the full outstanding balance related to the disputed transaction(s); and
- Reimburse the merchant a $50.00 dispute fee per disputed transaction to cover merchant processing and administrative costs incurred as a result of the dispute.
Product Shipment & Replacement
If a dispute or chargeback is initiated after merchandise, medications, supplements, or products have already shipped or been delivered, the customer remains financially responsible for the products.
The customer must:
- Return all shipped products in accordance with the merchant’s return instructions; or
- Pay the outstanding balance associated with the shipped merchandise.
Failure to return products or satisfy the outstanding balance may result in:
- Suspension or termination of services;
- Denial of future purchases or treatment; and/or
- Referral of the outstanding balance to a third-party collections agency at the sole discretion of the merchant.
- The customer may also be responsible for any additional collection costs, administrative fees, or legal expenses permitted by law.
Applicability
This policy applies to:
- Chargebacks
- Payment disputes
- Unauthorized transaction claims
- Bank reversals
- Credit card retrieval requests resulting in merchant fees
This policy applies regardless of whether the dispute was:
- Intentional
- Accidental
- Initiated by the customer
- Initiated by a cardholder associated with the customer’s account
Service Restriction
Accounts with unresolved disputes may be:
- Suspended
- Restricted from future purchases
- Denied scheduling or services
- Prevented from re-enrollment or reactivation
Until all dispute-related balances and fees are paid in full.
Reinstatement of Services
Services may only be reinstated after:
- Resolution of all disputed balances;
- Payment of all applicable dispute fees; and
- Return of any shipped products, if applicable.
The company reserves the right to refuse future services at its sole discretion.
Acknowledgment
By purchasing products or services from the company, the customer acknowledges and agrees to this Credit Card Dispute & Chargeback Policy.
