Refund Policy

This policy applies to products ordered from the Prometheuz shop. For membership cancellations and refunds, see our Cancellation and Refund Policy.

Last updated: October 19, 2026

Every Prometheuz product is made to order and shipped directly to you from a U.S.-based fulfillment facility. Because of this, and because opened supplements can’t be resold, we can’t accept returns or exchanges for change of mind. This policy explains what we do cover and how to get help.

What we cover

We’ll replace or refund your order if it arrives:

Damaged
Defective
Incorrect
Lost in transit

What we don’t cover

We can’t offer refunds, returns, or exchanges for:

Change of mind or ordering the wrong item
Taste, flavor, or personal preference
Results or how a product worked for you, since individual experiences vary
Orders delayed by a carrier but still in transit
Orders shipped to an incorrect address you provided
Packages that are refused, unclaimed, or returned because of an incomplete address

If your order is damaged, defective, or incorrect

Your order number
A photo of the product and its packaging
A short description of the problem

Keep the product and packaging until your request is resolved. We’ll reply within 1 to 2 business days. If approved, we’ll send a replacement at no cost. If you’d rather have a refund, or a replacement isn’t possible, we’ll refund you instead. You don’t need to return the product. Replacements typically ship within 5 to 10 business days of approval.

If your order is lost

If your order hasn’t arrived, see our Shipping Policy. Claims for lost packages must be submitted within 21 days of the estimated delivery date.

Unwanted reactions

If you experience an unwanted reaction to a product, stop using it and consult a physician. Then contact us so we can document your report and review your situation.

Cancellations

Orders move into fulfillment shortly after you place them, often within a couple of hours. If you need to cancel, contact us right away. If your order hasn’t entered fulfillment yet, we’ll cancel it and issue a full refund. Once an order is in fulfillment, it can’t be cancelled.

How refunds are processed

Refunds go back to your original payment method. We can’t refund to a different method or issue cash.
Approved refunds are issued within 5 business days of approval.
Your bank or card issuer may take an additional 5 to 10 business days to post the refund.

Contact us

Questions about a claim? Visit our Contact page.