Refund & Cancellation Policy

This policy is provided in English and Spanish. In the event of any conflict or discrepancy between the two versions, the English version controls.

Last updated: June 4, 2026. If you have any questions, email us at hola@zanason.com.

The Important Stuff

If a provider says treatment isn't safe for you, you get a full refund. Otherwise, all sales are final. Unfortunately we cannot issue refunds or accept returns of prescriptions for reuse or resale.
Zanason is not liable for any products damaged or lost during shipping. Please contact the shipment carrier to file a claim.
However, if you feel we have made an error in the filling of your prescription, contact us at hola@zanason.com.

Include all of this info in your email to us:

Your full name and email on your Zanason account
Order number
What happened in your words
Photos if anything physical went wrong

Shipping & Delivery Issues

If tracking says “Delivered” but your package is missing:

You must file a claim directly with the shipping carrier.
Tips to avoid this: Ship to a secure address, use UPS/FedEx delivery managers to hold packages, or check with neighbors and building managers.

If your product arrives damaged:

Contact the shipment carrier to file a claim and save all packaging materials and damaged goods before filing a claim.

If you believe we have made an error in filling your prescription:

Email hola@zanason.com within 24 hours.
Important: You must include photos of the medication and the original packaging.
We will review with the pharmacy and figure out next steps.

The medication shipped to the wrong address:

If you gave us the incorrect shipping address, we cannot provide a replacement or refund.
If you are positive you had the correct address, please email hola@zanason.com within 24 hours of delivery.

Changing Your Shipping Address

You have two options to update your address before your next scheduled refill:

Email us: Write to hola@zanason.com at least 7 days prior to any medication refill.
Do it yourself in the portal: Go to Manage Account > Billing & Shipping > Edit.

Important: We don't differentiate between billing and shipping in the patient portal, so put the address where you actually want your package delivered.

Cancellation

All Zanason Membership plans renew automatically.
To cancel your subscription, we require you to send us a cancellation request to hola@zanason.com at least 72 hours prior to your next billing date. If this timeline is not met, your subscription will be charged and the cancellation will take effect on the subsequent billing date.
Canceling prevents future charges but will not refund payments that have already been processed.