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Returns & Refunds Policy

Last updated: April 21, 2026

This Returns & Refunds Policy is issued by Siya Rx Inc., a New York corporation doing business as 'New York City Pharmacy.

Thank you for shopping with New York City Pharmacy. This Returns & Refunds Policy describes our rules for returning products purchased through nycprx.com and our in-store pharmacy. Because New York City Pharmacy offers both general retail merchandise and licensed pharmacy services, different products are governed by different rules. Dispensed prescription medications, in particular, cannot be returned once they leave the pharmacy, as required by New York State law. Please read the sections below carefully.

Important: Two Categories of Products

Our return rules depend on which category a product falls into:

1. Non-Prescription Products: Returnable under the standard terms below.

2. Dispensed Prescription Medications: Not returnable under New York State law, except in narrow circumstances described below.

The rules for each category are set out separately.

Returns of Non-Prescription Products

Non-prescription products purchased through nycprx.com — including over-the-counter (OTC) medications, vitamins and dietary supplements, health and wellness products, beauty and personal care products, pet products, and other general retail merchandise — may be returned under the following conditions:

Return Window

Returns must be initiated within 30 days of the delivery date.

Condition Requirements

To be eligible for a return, non-prescription items must be:

  • Unused, unopened, and in their original packaging with all seals, tags, and labels intact;
  • Free from signs of wear, damage, or tampering;
  • Accompanied by proof of purchase (order number or receipt).

Non-Returnable Non-Prescription Items

For health and safety reasons, the following non-prescription items are non-returnable even if unopened, consistent with standard retail pharmacy practice:

  • Personal care items that have been opened or used (cosmetics, skincare, grooming products);
  • Temperature-sensitive products (certain supplements, probiotics, or items requiring refrigeration);
  • Items marked "Final Sale" or "Non-Returnable" at the time of purchase;
  • Gift cards;
  • Sexual wellness products;
  • Any item whose tamper-evident seal has been broken.

How to Initiate a Return

To initiate a return, contact our support team at Hello@nycprx.com with your order number and the reason for return. We will provide return instructions and, where applicable, a return shipping label.

Return Shipping

Unless the return is due to our error (wrong item shipped, defective product, damaged in transit), return shipping costs are the responsibility of the customer.

Refunds

Approved refunds will be issued to the original payment method within 5–10 business days of our receipt and inspection of the returned item. Original shipping charges are non-refundable except where the return is due to our error.

Damaged or Incorrect Non-Prescription Orders

If your order arrives damaged, defective, or contains the wrong item, please contact us within 48 hours of delivery with photos of the product and packaging. We will arrange a replacement or full refund at no additional cost to you.

Dispensed Prescription Medications — Not Returnable

New York State Law Prohibits Returns of Dispensed Prescriptions

Under New York State pharmacy law, once a prescription medication has been dispensed to a patient and has left the pharmacy, it cannot be returned to the pharmacy for re-stocking, re-dispensing, credit, or refund. This rule is set out in 8 NYCRR § 29.7(a)(14), which defines the placement of a returned dispensed prescription back into pharmacy stock as unprofessional conduct for a licensed pharmacist, with narrow exceptions that do not apply to retail pharmacy patients.

This rule exists to protect patient safety. Once a prescription medication has been out of the pharmacy's direct control, the pharmacy cannot verify that it has been stored at the correct temperature, has not been tampered with, or is otherwise suitable for dispensing to another patient. For this reason, the rule is strict and applies regardless of whether the medication is unopened, unused, or still sealed.

Controlled Substances

Dispensed controlled substance medications cannot be returned under any circumstances, consistent with federal Drug Enforcement Administration rules, the New York State Controlled Substances Act (Public Health Law Article 33), and 10 NYCRR Part 80. Unused controlled substance medications should be disposed of safely through a DEA-registered take-back program or a community drug disposal kiosk. Our pharmacy staff can advise patients on safe disposal options.

Limited Circumstances Where We May Accept a Prescription Back

The law permits a pharmacy to take back a dispensed prescription only in very narrow circumstances, none of which involve return-to-stock for resale. These include:

  • A prescription that was never physically delivered to the patient and remains in the pharmacy's direct possession (in which case the transaction can be voided and the medication is not considered "dispensed" for return-to-stock purposes);
  • A dispensing error made by the pharmacy (wrong medication, wrong dose, wrong patient, wrong directions), in which case we will immediately correct the error at no cost to the patient and handle the incorrectly dispensed medication in accordance with applicable law.

If you believe a dispensing error has occurred, contact our pharmacy immediately so that a licensed pharmacist can review the prescription and take appropriate action.

Billing or Insurance Adjustments

If you believe there is a billing or insurance-related issue with a prescription that has been dispensed to you (for example, an incorrect copay, a claim that should have been billed differently, or a pricing discrepancy), please contact our pharmacy. Billing adjustments, where appropriate, can often be made without any return of the medication itself.

Safe Medication Disposal

If you have unused or expired prescription medications, please do not attempt to return them to our pharmacy. Instead, dispose of them safely through:

Our pharmacy staff can also help direct you to the nearest safe disposal location.

Telehealth-Program Prescriptions

Prescription medications obtained through any third-party telehealth program marketed on nycprx.com (including any programs operated by OpenLoop Healthcare Partners, PC or Agile Telehealth) are not dispensed by New York City Pharmacy, and returns, refunds, or cancellations for those prescriptions are governed by the telehealth provider's own policies. For questions about returns or refunds of telehealth-program medications, please contact the telehealth provider directly.

Contact Us

For any returns or refunds questions, please contact:

New York City Pharmacy Support Team Email: Hello@nycprx.com Website: www.nycprx.com Address: 206 1st Avenue, New York, NY 10009

For concerns about a specific prescription, please call the pharmacy and ask to speak with a licensed pharmacist.