Refund Policy

This policy applies to orders placed by verified providers through the Elite Cell Source portal. Because orders are patient-specific and routed to licensed fulfillment partners, refund eligibility depends on the status of the order at the time of the request.

Orders cancelled before they are released to a fulfillment partner are eligible for a full refund to the original payment method. Contact our team as soon as possible — once an order has been routed for fulfillment, cancellation may no longer be available.

Items that have been prepared, customized, or shipped for a specific patient generally cannot be returned or refunded, consistent with applicable health regulations. Exceptions are made for errors on our part or on the part of a fulfillment partner, and for items damaged in transit.

Report damaged, incorrect, or missing items within 72 hours of delivery. We will coordinate with the fulfillment partner to replace the item or issue a refund, as appropriate.

Approved refunds are issued to the original payment method. Processing times depend on the payment provider, typically 5–10 business days.