Refund and Return Policy

Updated: 11.1.25

At Parallel Health, we're committed to your satisfaction and skin health journey. This Refund and Return Policy outlines the terms and conditions for returns, refunds, and subscription cancellations.

Subscription Products

All Parallel Health subscription products require a minimum three-month commitment. This minimum commitment period exists for two important reasons: first, clinical evidence shows that microbiome-based treatments typically require 12 weeks of consistent use to demonstrate meaningful results, and second, subscription pricing reflects a significant discount compared to a la carte purchases. The three-month minimum ensures customers have adequate time to experience product benefits while maintaining fair pricing across all purchase options.

After completing your initial three-month subscription period, you may cancel your subscription at any time without penalty. Cancellations will take effect at the end of your current billing cycle, and you will retain access to your subscription benefits until that date.

Medical Exception for Early Subscription Cancellation

We understand that occasionally a product may not be suitable for your individual skin needs due to medical reasons. If you experience an adverse reaction or medical issue that requires discontinuation of your subscription before the three-month minimum period, we can accommodate an early cancellation under the following conditions: you must submit a written request via email to our customer support team at support@parallelhealth.io, include photographs documenting the medical concern, and return all unused product within 30 days of your cancellation request. Please note that if you cancel your subscription before the three-month minimum for medical reasons, you will be charged the difference between the discounted subscription price you paid and the regular a la carte price for any products you received and used. This price adjustment reflects the promotional nature of subscription pricing.

A La Carte Microbiome Skincare Products

For individual purchases of our microbiome skincare products made on an a la carte basis, we accept returns only in cases of medical necessity. If you experience an adverse reaction or medical issue with an a la carte product purchase, please submit a written request via email to our customer support team, include photographs documenting the medical concern, and return the product within 30 days of your purchase date. Upon receipt and verification of the returned product, we will process a refund to your original payment method.

Non-Refundable Products and Services

Due to their personalized and diagnostic nature, the following products and services are final sale and not eligible for refund or return: all Custom Active Phage Serums, all Custom Rx prescription treatments, and all Skin Microbiome Testing kits once purchased. These items and services are specifically tailored to individual customers based on their unique microbiome profile and medical consultation, making them non-returnable.

Standard Return Conditions

Products must be returned in their original condition with all original packaging materials whenever possible. We reserve the right to refuse returns or issue partial refunds for products that show signs of excessive use beyond what would be necessary to determine suitability. Customers are responsible for return shipping costs unless the return is due to our error, such as shipping an incorrect item or a product arriving damaged or defective. We recommend using a trackable shipping method for all returns, as Parallel Health is not responsible for items lost in return transit.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact our customer support team within 7 days of delivery. We will arrange for a replacement shipment at no cost to you or issue a full refund, including original shipping charges. In cases of damaged or defective items, we may request photographs to help us improve our quality control processes, though photographic documentation is not required to receive a replacement or refund.

Refund Processing

Once we receive and inspect your returned product, we will send you an email notification confirming receipt. Approved refunds will be processed to your original payment method within 10 business days. Please note that depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

How to Initiate a Return or Cancellation

To request a return, refund, or subscription cancellation, please contact our customer support team at support@parallelhealth.io or through chat via www.parallelhealth.io. Please include your order number, the reason for your return, and any relevant photographs if submitting a medical exception request. Our team will provide you with detailed return instructions and a timeline for your specific situation.

Changes to This Policy

Parallel Health reserves the right to modify this Refund and Return Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our products and services after any changes indicates your acceptance of the updated policy.

Contact Us

If you have any questions about this Refund and Return Policy, please contact us at:

Parallel Health
Email: support@parallelhealth.io
Website: www.parallelhealth.io

 

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Note: This policy does not affect your statutory rights under applicable consumer protection laws. Some jurisdictions do not allow certain limitations on returns or refunds, so some of the limitations described above may not apply to you.