Last updated: Feb 27th 2024
Refund Policy
At Needle, we strive to provide the best possible service to our customers. If you encounter any issues with your order, we're here to help. Please review our refund policy below:
Invalid or Out-of-Stock Pharmacies
In cases where a pharmacy listed as having medications in stock is found to be invalid or out of stock upon customer visit, we thoroughly investigate the issue. If the pharmacy is determined to be at fault, we do not issue refunds for the order. However, if the fault lies with Needle, we will issue a refund for the entire order amount along with a credit.
Please note:
Refunds are issued only if the fault lies with Needle.
We review all calls and transcripts to determine fault.
Refunds are not provided if the pharmacy is found to be at fault.
If Needle is at fault, a full refund will be issued along with a credit.
Search Start
Once a Search has been started, we do not offer refunds. If you require a refund prior to order initiation, please contact us. This does not apply to Needle's Unlimited membership plan.
Unlimited Membership Refund Policy
For our Unlimited membership plan, the following refund policy applies:
Multiple Medication Searches: Members may search for multiple medications on their profile, but Needle's in-stock guarantee will only apply to one medication per month. For example, if you search for three medications within a month and one search succeeds while two fail, no refund will be granted.
Refund Eligibility Period: Refunds are only granted for the month of failure. If the User is on an annual plan, only the current month's cost is eligible for refund.
Waiting Period: A refund becomes eligible only after at least 5 business days (Monday-Friday) have passed from the Search 'Start Date.' For example:
If a patient starts a Search on Friday, a refund will be eligible the following Friday if no medication has been located.
In-Stock Notification and Retrieval: Once Users receive an in-stock notification, they must make best efforts to fulfill their prescription. If Needle determines that an unreasonable time has passed from the in-stock notification to attempted retrieval, and the medication is out of stock, Needle may choose not to issue a refund. An 'unreasonable time' will be no less than 24 hours, but is ultimately at the discretion of the Needle team.
If you have any questions or concerns about our refund policy, please don't hesitate to contact us.