Complaints Policy
Draft — pending legal review
Draft — not yet reviewed by counsel
This page sets out the terms as designed, so they can be reviewed. It has not been checked by a US attorney and must not be relied on or published as final.
How to raise a complaint
Email support@lvae.com with your order number and what went wrong. You do not need to use any particular form of words.
What happens next
- We acknowledge your complaint within 2 business days.
- We aim to respond fully within 10 business days. If we need longer, we will tell you why and when to expect an answer.
- Complaints about clinical care are referred to our clinical partner, who is responsible for clinical decisions. We will tell you when we do this.
If you are not satisfied
Ask for your complaint to be escalated and it will be reviewed by someone not involved in the original response.
Complaints about clinical care can also be raised with the relevant state medical board, and complaints about dispensing with the state board of pharmacy.