Refund policy

ALTRUALAB REFUND & CANCELLATION POLICY

Last Updated: May 14, 2026

At AltruaLab, we stand behind the quality of our products and want you to shop with confidence. This Refund & Cancellation Policy (the "Policy") describes our policies and procedures on refunds, returns, and cancellations. By visiting our Site, making a purchase, or enrolling in our Automatic Refill program, you engage in our "Service" and agree to be bound by this Policy.

1. 30-DAY MONEY-BACK GUARANTEE (FIRST-TIME PURCHASES ONLY)

We offer a 30-day money-back guarantee to ensure you are satisfied with your initial experience.

  • Eligibility: This guarantee applies exclusively to the first-time purchase of a specific product. It is limited to one refund per product type per household.

  • The Window: Refund requests must be submitted within thirty (30) days of the confirmed delivery date. Requests made after this 30-day window are not eligible and will not be approved.

  • No Return Required: In most cases for first-time qualifying orders, we do not require the return of the product to issue a refund.

  • Non-Refundable Fees: Shipping, handling, and optional shipping protection fees are non-refundable and will be deducted from the total refund amount.

2. RECURRING SUBSCRIPTION BILLING & CANCELLATIONS

AltruaLab offers an Automatic Refill program to provide consistent results. By enrolling, you authorize recurring charges to your provided payment method at your selected interval (30, 90, or 150 days).

  • Cancellation Deadline: To avoid being charged for your next scheduled refill, you must cancel your subscription at least forty-eight (48) hours prior to your next scheduled rebill date.

  • Cancellation Method: You may cancel at any time via the Member Portal at member.altrualab.com or by emailing support@altrualab.com.

  • Post-Processing Policy: Once a renewal order has been processed and a charge executed, the order is immediately sent to our fulfillment center. Processed renewal orders cannot be cancelled or refunded.

3. SUBSCRIPTION REFUND EXCEPTIONS (GOODWILL CLAUSE)

While renewal charges are generally non-refundable, we aim to provide exceptional service. If you failed to cancel your subscription before a renewal order was processed, we offer a Goodwill Partial Refund:

  • We can issue a 50% partial refund of the product price and halt the shipment, provided the request is received before a tracking number has been generated.

  • This option covers our non-refundable merchant processing fees and administrative costs while providing you with an immediate resolution without the need for return shipping.

4. STANDARD RETURNS & "CHANGE OF MIND"

Because our products are health supplements, we maintain strict safety and quality control standards.

  • No "Change of Mind" Refunds: We do not offer refunds or exchanges for customer remorse once an order has been delivered. This includes cases where a customer decides they no longer want the product or realizes after purchase that they cannot take it due to medical advice.

  • Unopened Returns: If you wish to return an unopened, factory-sealed product within 14 days of receipt, a $20 restocking fee will apply per order to cover inspection and reprocessing.

  • Return Shipping: The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.

  • Safety Note: For the safety of our customers, we cannot accept returns on any bottle where the outer or inner heat seal has been broken or tampered with.

5. DAMAGED, MISSING, OR INCORRECT ITEMS

You have seven (7) days from the date of delivery to report issues with your shipment.

  • Replacements: We will provide a free replacement for missing items, incorrect orders, or items damaged during transit.

  • Evidence: Photo or video proof of the damaged item and the original shipping packaging is required to process a claim.

  • Lost Packages: If tracking shows "Delivered" but you have not received your package, you must contact the carrier directly before reaching out to our support team.

6. PRICE ADJUSTMENTS

Promotional discounts (e.g., 20% off) typically apply only to the first charge of a subscription. All subscriptions return to the standard "Member Price" for all subsequent refills. We do not offer refunds for the difference between the initial promotional price and the recurring member price.

7. HOW TO INITIATE A REQUEST

To initiate a refund, cancellation, or replacement request, please contact our Customer Happiness team at support@altrualab.com. Please include:

  1. Full Name

  2. Order Number

  3. Reason for the request (include photos if the item is damaged)

ACKNOWLEDGMENT: By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy in full, including all eligibility requirements and the specific deadlines for subscription management.