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Refund Policy

 

Effective Date: October 19, 2025

 

Thank you for choosing Brand El Health Sports Medicine & Men’s Health. We value your trust and are committed to providing you with exceptional products, services, and care. This Refund Policy explains how refunds, exchanges, and cancellations are handled for both health services and product purchases made through our website, telehealth platform, or in person.

By purchasing from Brand El Health or booking any service, you agree to this policy.

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1. Overview

This Refund Policy applies to:

  • Purchases made directly through the Brand El Health website or in-person at our clinic locations.

  • Health services including telehealth visits, consultations, therapy sessions, and coaching programs.

  • Retail and digital products, including supplements, sports recovery tools, and branded merchandise.

Our goal is to ensure a fair, transparent process that balances client satisfaction with professional, ethical, and medical standards.

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2. Refund Eligibility

A. Services (Telehealth, Consultations, Programs, and Memberships)

Refunds for services depend on the type of appointment and the timing of your request:

  • Telehealth Appointments & Consultations:

    • Cancellations made at least 24 hours before the appointment will receive a full refund or may be rescheduled at no additional charge.

    • Cancellations made less than 24 hours in advance are non-refundable, as the time slot is reserved exclusively for you.

    • No-shows (failing to attend without notice) are not eligible for refunds.

  • Memberships, Packages, and Coaching Programs:

    • Refunds may be requested within 7 days of purchase if no sessions have been used.

    • Once a program or membership begins, refunds are not available, but sessions may be transferred or rescheduled within the active period.

    • Unused sessions after the expiration date are forfeited and non-refundable.

  • Workshops or Special Events:

    • Refunds are available for cancellations made 7 days before the event date.

    • Within 7 days of the event, payments are non-refundable but may be applied as a credit toward future events or services.

 

B. Physical Products (Supplements, Recovery Tools, Apparel, and Accessories)

We accept returns and exchanges under the following conditions:

  • Eligibility:

    • Items must be returned within 14 days of the delivery date.

    • Items must be unopened, unused, and in their original packaging with all labels intact.

    • Proof of purchase (receipt or order number) is required.

  • Non-Returnable Items:

    • Opened or used supplements, personal care items, or hygiene products (for safety reasons).

    • Digital products, downloadable files, or gift cards.

    • Items marked as final sale.

  • Damaged or Defective Products:
    If you receive a defective or damaged item, please contact us within 7 days of delivery at support@brandel.health with photos and your order details. We will provide a replacement or full refund after verification.

  • Return Shipping:

    • Customers are responsible for return shipping costs unless the product was damaged, defective, or shipped in error.

    • Refunds for approved returns will be processed once we receive and inspect the returned item.

 

C. Digital and Downloadable Products

All digital files, guides, programs, or e-books purchased from Brand El Health are non-refundable once downloaded or accessed.
If you experience technical issues accessing your purchase, please contact us for troubleshooting or a replacement file.

 

3. Refund Process

Once a refund is approved:

  • You will receive an email confirmation.

  • Refunds will be issued to the original payment method within 5–10 business days depending on your bank or payment provider.

  • If a credit or debit card refund is delayed, please check with your bank’s processing timeline before contacting us.

 

4. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account or credit card statement again.

  2. Contact your credit card company—it may take additional time for the refund to post.

  3. If you’ve done all this and still haven’t received your refund, please email finance@brandel.health for assistance.

 

5. Rescheduling and Credits

If you are unable to attend a scheduled service or appointment:

  • You may reschedule up to 24 hours before your appointment without penalty.

  • In lieu of a refund, you may request a service credit to apply toward future appointments or products (valid for 90 days).

  • Credits are non-transferable and expire automatically if unused.

 

6. Promotions, Discounts, and Gift Cards

  • Items purchased on promotion or sale are final and non-refundable unless defective.

  • Gift cards are non-refundable and cannot be exchanged for cash.

  • If a refund is granted for a discounted product or service, the refunded amount will reflect the discounted price, not the full original price.

 

7. Medical and Legal Disclaimer

All refunds are handled in accordance with healthcare regulations and ethical billing standards.
Once a service has been rendered, no refunds can be issued for professional time, evaluation, or treatment already provided.

Refunds are not applicable for dissatisfaction related to outcomes, as individual results vary based on health, compliance, and individual factors beyond our control.

 

8. Contact Information for Refunds

For refund, exchange, or cancellation requests, please contact our finance or support department:

Brand El Health Refunds & Billing Department
📧 Email: finance@brandel.health
📞 Phone: (541) 224-3977
📍 Mailing Address:
Brand El Health
770 County Square Dr., Suite 103, Ventura, CA 93003

 

Office Hours: Monday–Friday, 9 AM – 5 PM PST

 

9. Policy Updates

Brand El Health reserves the right to update or modify this Refund Policy at any time. Changes will take effect immediately upon posting on our website. The date at the top of this page reflects the most recent update.

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At Brand El Health, our goal is to ensure every client and patient experiences fairness, transparency, and respect. We strive to resolve refund and return requests promptly while maintaining the highest standards of care and integrity in all transactions.

If you have any questions about this Refund Policy or need further clarification, please reach out to us at info@brandel.health

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