Returns & Refunds

Intro (answer-capsule)

Parafresh replaces or refunds items that arrive damaged, defective, or shipped incorrectly. Email [email protected] within 30 days of delivery with your order number and clear photos. We don't offer change-of-mind returns on opened supplements (for hygiene and safety reasons that apply across the supplement industry). Customs-refused or undeliverable international packages are not refundable.

What is covered

You're covered for a full replacement or refund if any of the following happens:

  • Item arrives damaged or broken (cracked bottle, leaking liquid, crushed packaging that compromises the product)
  • Wrong item shipped (you ordered ashwagandha and received collagen, etc.)
  • Item is defective (mislabeled, missing safety seal on arrival, foreign object inside the bottle)
  • Order is lost in transit (carrier confirms the package as lost, not just delayed in customs)

What is not covered

To be straightforward about the things we can't refund:

  • Change of mind on a supplement once it has been opened or used. This is standard across reputable supplement brands and protects you from receiving products that were briefly in someone else's possession.
  • Unopened, undamaged supplements returned without a quality issue. Because our products are made and labeled to order, we don't restock them.
  • Customs-refused international packages, packages returned for incorrect addresses, or packages where the recipient refused delivery or didn't pay required customs fees.
  • Items reported damaged or wrong more than 30 days after delivery. Please open and inspect your order within 30 days.
  • Subjective ingredient preference ("I didn't like the taste", "I prefer capsules over gummies"). Each product page shows the format clearly before purchase.
  • Health outcome expectations. Supplements support normal body function as part of a healthy lifestyle. We can't promise a specific health result, and we can't refund a product because it didn't produce one. If you have a specific health goal, please talk to your doctor.

How to file a claim

1. Within 30 days of delivery, email [email protected] with:

  • Your order number (in the order confirmation email)
  • A clear description of the problem
  • Photos showing:
    • The shipping label and outer box
    • The product as you received it (close-up of the issue)
    • The Supplement Facts panel and lot/batch number, if visible

2. We review within 1 business day. Damaged or wrong-item claims with clear photos are usually approved the same business day they arrive.

3. We resolve in one of three ways:

  • Replacement: we send a new item at no cost to you (most common for damaged shipments)
  • Refund: we issue a refund to the original payment method (3 to 10 business days to appear on your statement, depending on the card issuer)
  • Store credit: only if you specifically request it instead of a cash refund

How long do refunds take?

Step Timing
Claim review 1 business day from clear-photo submission
Replacement shipped 2 to 5 business days from approval (same as a new order)
Refund issued by Parafresh Same business day as approval
Refund visible on your statement 3 to 10 business days depending on your card or bank

If 10 business days have passed since we confirmed the refund and you don't see it, check with your card issuer first, then email us with the date we confirmed.

Subscriptions and cancellations

Subscription cancellation is one click in your account. See the Help Center subscription section for the exact steps. You can also email us at [email protected].

Charge after cancellation? If you cancel a subscription and a charge still goes through (rare, but it can happen if the cancellation arrived during the 24-hour pre-ship window), email us with the charge date and we'll refund it.

Order didn't arrive

For lost-in-transit packages, see the Shipping & Delivery page. The short version: contact the carrier first, then email us within 30 days of the estimated delivery date if the package is genuinely lost (not held in customs, which is a separate situation).

International orders and customs

International shipments occasionally get held or refused by destination-country customs. As covered on the Shipping page, customs fees are the recipient's responsibility under DDU terms, and a package refused or destroyed by customs is not refundable. We can't recover product that's been refused or destroyed at a border.

If your country regulates supplement imports (Canada is the most common example, with Natural Product Number requirements), please research the rules before ordering.

Damaged on arrival, what to do in the moment

If your package arrives visibly damaged, do this before opening:

  1. Take photos of the outer box showing the damage
  2. Open carefully to check whether the product inside is also damaged
  3. Photograph the contents, especially any cracked bottles or leaking product
  4. Don't throw away the packaging until your claim is resolved (carriers sometimes ask for it)
  5. Email us within 48 hours for the fastest resolution

The faster you contact us with photos, the faster we can ship a replacement.

Questions?

For anything not covered here, see the Help Center or email [email protected] with your order number.

These statements have not been evaluated by the Food and Drug Administration. Parafresh products are not intended to diagnose, treat, cure, or prevent any disease.