For delivery, cancellation or refund requests, email care@obra.health with your booking or order reference. We route the request to the responsible supplier.
Delivery and receiving your order
A licensed pharmacist checks prescriptions, prepares and dispenses compounded medicines. Clinician approval, a valid prescription and manual payment verification must come before preparation and dispatch. Payment does not mean an order is ready to ship.
Serviceability, product suitability and temperature-control requirements are confirmed for your address before payment. Any delivery charge is explained before you agree. Preparation and transit estimates are provided for your order; we explain material delays and available options.
For branded medicines such as Ozempic or Mounjaro, Obra does not procure, supply or deliver the medicine. If a doctor issues an e-prescription, you fill it at a pharmacy of your choice and pay that pharmacy directly. Contact the dispensing pharmacy about its delivery and returns arrangements.
Provide an accurate address and reachable phone number. Tell us promptly about changes; rerouting may not be possible after dispatch. Recipient-verification requirements are explained before delivery.
Follow the product’s storage instructions immediately on receipt. If the parcel is damaged, unusually delayed or may have been stored incorrectly, contact the pharmacist before using the medicine. An ice pack or the medicine’s appearance does not by itself establish that required temperatures were maintained.
For failed deliveries, we explain redelivery or cancellation options and any justified fee before you agree. The partner pharmacy assesses medicine integrity before redelivery. Supplier or courier errors are corrected without charging you to fix them.
Cancelling a consultation
The assessment and doctor consultation are free. If you need to cancel or reschedule a booked consultation, contact care@obra.health with your booking reference so the care team can help.
If the program is not appropriate for you
Clinician review comes before treatment and payment. If the assessment finds that treatment is not appropriate for you, there is no medicine order to pay for. For an existing payment or order that needs to be cancelled after review, contact care@obra.health with your reference.
If you cancel before clinical review or decline newly required tests, we refund the unfulfilled program payment, except for a separately agreed service already completed and any medicine that has actually passed its preparation cutoff. Incomplete onboarding does not automatically forfeit payment; we explain how to continue or cancel.
Cancelling medication and future renewals
Future renewals stop when we receive your cancellation request. Support acknowledgment is not a condition of cancellation. There is no early-termination fee, obligation to buy future cycles or retrospective consultation-credit clawback.
A patient-specific compounded medicine order may be cancelled for a full refund until the pharmacy actually begins preparation for that patient after prescription validation. Payment, stock allocation and an administrative order acknowledgment do not count as preparation.
After the applicable cutoff, change-of-mind cancellation is unavailable for the affected medicine, but defect-related and other legal remedies remain. The cutoff affects only the medicine component disclosed before payment; it does not automatically forfeit unprovided services or future cycles. We explain any retained amount and check the pharmacy’s preparation or dispensing timestamp against receipt of your request.
A clinician-directed pause or stop prevents unstarted future fulfillment. Refunds for the current order follow the applicable preparation cutoff, with pharmacist review and statutory remedies preserved.
Wrong, damaged, missing or defective items
Contact us promptly if an item is wrong, missing, expired, damaged, defective or otherwise fails applicable requirements. Please report visible issues within seven calendar days where possible and temperature concerns or suspected defects as soon as discovered. These reporting targets do not exclude later-discovered defects or override legal rights.
We may request reasonable evidence, but an unboxing video is not required to make a claim. The responsible supplier investigates and provides the appropriate replacement, refund or other required remedy. Do not use suspect medication or return it without pharmacy instructions. Restrictions on returning medicine to stock do not automatically remove refund rights.
Refund processing
We explain the decision and calculation. Approved refunds are initiated within five business days to the original verified GCash payment source or another method agreed with you. Business days mean Monday to Friday, excluding Philippine public holidays. We send confirmation and a transaction reference; payment-provider posting times may vary.
We do not replace a legally due monetary refund with store credit without your agreement. A current-order refund investigation does not delay cancellation of future renewals.
For suspected adverse effects, contact your clinician or pharmacist and seek emergency care when needed. Safety reports and refund claims are assessed separately. No particular treatment result or outcome-based money-back guarantee is promised.