Refund policy

Eleven Health LLC

Last updated: June 14, 2026

Overview

Because our products are dietary supplements and personal care goods intended for internal use, all sales are final. We do not accept returns or offer refunds except in the specific circumstances described below. Please read this policy carefully before placing your order.

This policy applies solely to supplement products purchased through the Services. Fees associated with Telehealth Services, clinical consultations, or prescription medications facilitated through Telehealth Partners, are non-refundable and governed exclusively by their Terms of Service. Please contact support@oureleven.com for questions about Telehealth-related charges.

Supplement Products — No Returns

Due to the nature of dietary supplements as consumable personal care goods, we are unable to accept returns or issue refunds on any supplement product once it has been shipped, regardless of whether the product has been opened or used. This policy applies to both one-time purchases and subscription orders.

We recognize this is a stricter policy than general retail, and we make it explicit here so there are no surprises. We encourage you to review all product information, ingredients, and any relevant health considerations before placing your order. If you have questions about whether a product is right for you, please contact us at info@oureleven.com before purchasing.

Exceptions — Damaged, Defective, or Incorrect Items

We stand behind the quality and accuracy of every order we ship. If you receive an item that is:

Damaged in transit
Defective or compromised in quality
Incorrect (the wrong product or quantity was sent)

please contact us at support@oureleven.com within 7 days of delivery with the following:

Your order number
A description of the issue
Photos clearly showing the damage, defect, or incorrect item

We will evaluate each case individually and, at our discretion, offer a replacement shipment or store credit. We do not issue cash refunds for damaged, defective, or incorrect items except where required by applicable law. Items sent back to us without prior authorization will not be accepted and will not be eligible for a replacement or credit.

Subscription Orders

If you are enrolled in a subscription program, the following terms apply:

Cancellation: You may cancel your subscription at any time by logging into your account or contacting us at support@oureleven.com. To avoid being charged for and shipped your next order, cancellations must be submitted no less than 72 hours before your next scheduled shipment date. Cancellations submitted within 72 hours of a scheduled shipment may not be processed in time to stop that order, and the order will not be eligible for a refund.

Already-shipped orders: Cancellation of a subscription does not entitle you to a refund for any order that has already been processed or shipped prior to the cancellation request.

Pausing: If you need to pause rather than cancel, please contact us at support@oureleven.com and we will accommodate reasonable requests where possible.

Order Errors Made by Eleven

If we make an error in processing your order — including charging an incorrect amount or shipping the wrong item — we will make it right promptly at no cost to you. Please contact us within 7 days of receiving your order so we can resolve the issue.

Sale Items and Promotional Purchases

All sale items and promotional purchases are final sale and are not eligible for store credit, replacement, or refund under any circumstances.

Telehealth and Prescription Services

Fees associated with telehealth consultations, clinical intake, or prescription medications facilitated through the Telehealth Partners are not covered by this Refund Policy and are non-refundable in accordance with Terms of Service. If you have questions or disputes regarding Telehealth-related charges, please contact support@oureleven.com.