Refund policy

 

Effective Date: May 2026
Last Updated: May 2026

This Refund and Return Policy explains how refunds, returns, replacements, damaged shipments, subscription renewals, and related customer service issues are handled by Cofactor Health LLC (“Cofactor Health,” “Cofactor,” “Company,” “we,” “us,” or “our”).

By placing an order with Cofactor Health, you agree to this Refund and Return Policy, our Terms and Conditions, Privacy Policy, Shipping Policy, Subscription Terms, and any other policies posted on our website.

Please read this policy carefully before purchasing. Our goal is to be fair to customers while also preventing fraud, return abuse, and improper charge disputes.

 

 

1. Overview

Cofactor Health offers nutrition supplements designed to help support detoxification, energy, nutrition, and general wellness. Because our products are consumable dietary supplements, we have specific rules for returns and refunds.

For eligible first-time customers, we offer a limited 30-Day First-Order Satisfaction Guarantee, subject to the requirements and exclusions in this policy.

To qualify for any refund, replacement, or store credit, you must follow the return process described below. Refunds are not automatic and must be approved by Cofactor Health.

 

 

2. 30-Day First-Order Satisfaction Guarantee

If you are not satisfied with your first Cofactor Health order, you may request a refund under our 30-Day First-Order Satisfaction Guarantee.

To qualify:

  • The request must be submitted within 30 days of the delivery date shown by the carrier tracking information;

  • The refund applies only to your first order from Cofactor Health;

  • The refund applies only to one unit of the product;

  • You must contact us before sending anything back;

  • You must receive written return approval and a return authorization from us;

  • You must return the product according to the instructions we provide;

  • We must receive and inspect the returned product before any refund is issued; and

  • The request must not violate the exclusions, limits, or abuse-prevention rules in this policy.

This guarantee is intended to allow a legitimate first-time customer to try the product. It is not intended to allow free use of a full product, bulk purchases, repeated refund claims, duplicate account claims, or fraudulent refund requests.

 

 

3. What Is Refunded

For an approved refund under the 30-Day First-Order Satisfaction Guarantee, we may refund the product purchase price actually paid for one eligible unit.

The following are not refundable unless required by law:

  • Original shipping charges;

  • Return shipping charges;

  • Taxes;

  • Duties;

  • Import fees;

  • Package protection fees;

  • Route or shipping insurance fees;

  • Gift cards;

  • Promotional items;

  • Free gifts;

  • Expedited shipping fees;

  • Handling fees;

  • Subscription renewal charges after the first order;

  • Products beyond the first eligible unit; and

  • Any amount discounted, credited, or otherwise not paid by the customer.

If a discount code, promotion, reward, gift card, store credit, or other reduction was used, the refund will be based on the actual amount paid for the eligible product after discounts and credits.

 

 

4. Return Required for Refunds

To help prevent fraud and abuse, Cofactor Health requires eligible products to be returned before a refund is issued, unless we state otherwise in writing.

Do not send products back without contacting us first. Returns sent without prior written approval may be refused, discarded, or returned to sender and may not be eligible for a refund.

Returned products do not need to be unused to qualify for the First-Order Satisfaction Guarantee, but the container, packaging, remaining product, lot number, and order information must be returned when requested so we can verify the purchase and evaluate the return.

We reserve the right to deny a refund if:

  • The product is not returned;

  • The return is not postmarked within the timeframe we provide;

  • The returned product does not match the order;

  • The returned product appears intentionally emptied, tampered with, refilled, altered, or misused;

  • The customer refuses to provide required information;

  • The claim appears fraudulent or abusive;

  • The order is outside the eligible refund window; or

  • The request otherwise violates this policy.

 

 

5. How to Request a Return or Refund

To request a return or refund, contact us at:

Email: support@getcofactor.com

Your email must include:

  • Your full name;

  • Order number;

  • Email address used to place the order;

  • Shipping address;

  • Product name;

  • Date of delivery;

  • Reason for the return request;

  • Photos of the product, packaging, lot number, and shipping box if requested; and

  • Any other information reasonably needed to verify and process your request.

If your request is approved, we will send you return instructions. You must follow the instructions we provide.

You are responsible for return shipping costs unless we state otherwise in writing or unless required by law.

We strongly recommend using a trackable shipping method. Cofactor Health is not responsible for returns that are lost, delayed, damaged, misdelivered, or not received.

 

 

6. Return Timeframe

After we approve a return request, your return must be postmarked within 7 days of the date we send return instructions, unless we provide a different deadline in writing.

If the product is not returned within the required timeframe, your refund request may be denied.

 

 

7. Refund Processing

If your return is approved, received, and accepted after inspection, we will issue the approved refund to the original payment method used for the order.

Refunds may take several business days to appear on your statement after we issue them. Your bank, card issuer, payment provider, or financial institution controls the timing of when the refund posts to your account.

We do not issue refunds to a different payment method unless required by law or approved by us in writing.

 

 

8. One Refund Limit

The First-Order Satisfaction Guarantee is limited to one refund per customer, household, shipping address, billing address, payment method, and account.

Creating multiple accounts, using multiple email addresses, using different payment methods, shipping to alternate addresses, or otherwise attempting to bypass this limit may result in denial of the refund request and/or cancellation of future orders.

 

 

9. Multi-Unit Orders

If your first order includes more than one unit, the First-Order Satisfaction Guarantee applies only to one unit.

Additional units in the same order are not eligible for refund unless they are unopened, unused, and approved for return by Cofactor Health in writing.

We reserve the right to deny refunds for multi-unit purchases, bulk orders, unusually large orders, or orders that appear inconsistent with personal use.

 

 

10. Subscription Orders and Renewals

Cofactor Health may offer subscription purchases, including monthly and every-three-month subscription options.

10.1 First Subscription Order

Your first subscription shipment may qualify for the 30-Day First-Order Satisfaction Guarantee if it meets all requirements in this policy.

10.2 Subscription Renewal Orders

Subscription renewal orders are not eligible for satisfaction refunds once processed.

You are responsible for managing your subscription before your next scheduled renewal date. To avoid a renewal charge, you must cancel, pause, skip, or modify your subscription before the renewal order is processed.

We recommend making subscription changes at least 48 hours before your next scheduled renewal date.

10.3 Processed Subscription Orders

Once a subscription renewal order has been processed, it may not be canceled, refunded, or returned for a satisfaction refund, even if the order has not yet shipped, unless required by law or approved by Cofactor Health in writing.

10.4 Subscription Cancellation

Canceling a subscription stops future renewal charges. Canceling does not automatically cancel, refund, or recall an order that has already been processed.

You can manage or cancel your subscription by:

  • Logging into your account or subscription portal 

  • Following the instructions in your subscription emails, if available; or

  • Contacting customer support at support@getcofactor.com.

 

 

11. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.

Your email must include:

  • Order number;

  • Email address used to place the order;

  • Description of the issue;

  • Photos of the product;

  • Photos of the shipping box;

  • Photos of any damaged packaging;

  • Photo of the lot number and expiration date, if applicable; and

  • Any other information reasonably needed to evaluate the claim.

If we approve the claim, we may offer a replacement, store credit, or refund at our discretion.

Do not discard the product, packaging, shipping box, packing materials, or label until we have reviewed your claim. We may need these items to verify the issue or submit a carrier claim.

Claims submitted more than 7 days after delivery may be denied.

 

 

12. Lost, Stolen, or Marked-Delivered Packages

Cofactor Health is not responsible for packages that are lost, stolen, misdelivered, or marked delivered by the carrier but not received by the customer.

If tracking shows that your package was delivered, but you did not receive it, you should:

  1. Check around your delivery location;

  2. Ask household members, neighbors, building staff, or mailroom staff;

  3. Contact the carrier directly; and

  4. Contact us at support@getcofactor.com so we can review available options.

We may assist with carrier claims where possible, but we do not guarantee refunds or replacements for packages marked as delivered.

If package protection, shipping insurance, or a third-party delivery protection service was offered and purchased, claims may need to be handled through that provider’s process.

 

 

13. Address Errors and Refused Deliveries

You are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, misdelivered, or undeliverable because of:

  • Incorrect address;

  • Incomplete address;

  • Missing apartment, suite, unit, or building number;

  • Outdated address;

  • Refused delivery;

  • Failure to pick up a package;

  • Carrier inability to access the delivery location;

  • Package forwarding issues; or

  • Customer failure to respond to carrier delivery attempts.

If an order is returned to us because of an address issue, refused delivery, or failure to pick up the package, we may, at our discretion, offer to reship the order at your expense, issue store credit for the product price less shipping and handling costs, or deny a refund.

Original shipping charges are not refundable.

 

 

14. Non-Returnable and Non-Refundable Items

The following are not eligible for return or refund unless required by law or approved by us in writing:

  • Subscription renewal orders after the first eligible shipment;

  • Products purchased more than 30 days before the refund request or delivered more than 30 days before the refund request;

  • Products not purchased directly from Cofactor Health or an authorized sales channel;

  • Products purchased from unauthorized resellers or marketplaces;

  • Gift cards;

  • Free gifts;

  • Promotional items;

  • Samples;

  • Final sale items;

  • Bulk orders;

  • Wholesale orders;

  • Affiliate, influencer, or ambassador orders, unless otherwise stated in the applicable agreement;

  • Products that have been intentionally emptied, tampered with, refilled, altered, contaminated, or misused;

  • Products damaged by improper storage, heat exposure after delivery, misuse, neglect, or failure to follow label instructions;

  • Expired products if the product was not expired at delivery;

  • Products returned without authorization;

  • Products returned after the required return deadline; and

  • Any order we reasonably believe is connected to fraud, abuse, or policy manipulation.

 

 

15. Chargebacks and Payment Disputes

We are committed to resolving legitimate customer issues directly and fairly. If you have an issue with your order, subscription, charge, delivery, product, or refund request, you must contact us first at support@getcofactor.com so we have an opportunity to resolve the matter.

By placing an order, you agree that:

  • You have reviewed this Refund and Return Policy before purchase;

  • You understand that eligible refunds require written approval and return of the product;

  • You understand that shipping and other excluded fees are not refundable;

  • You understand that subscription renewal orders are not eligible for satisfaction refunds once processed;

  • You are responsible for canceling, pausing, skipping, or modifying subscriptions before renewal processing;

  • You will not file a payment dispute or chargeback for a transaction that is valid, authorized, delivered, and subject to this policy simply because you changed your mind, forgot to cancel a subscription, did not follow the return process, missed the refund window, refused delivery, entered an incorrect address, or are dissatisfied after the applicable refund period;

  • You will contact Cofactor Health first and cooperate in good faith with our customer service process; and

  • Filing a chargeback does not override this Refund and Return Policy.

If you file a chargeback or payment dispute before contacting us or while a return/refund request is pending, we may pause or deny any direct refund, replacement, store credit, or customer service resolution until the payment dispute is resolved.

If a chargeback is filed for an order that was validly placed, authorized, shipped, delivered, or otherwise handled according to this policy, we reserve the right to provide the card issuer, payment processor, Shopify, and relevant financial institutions with evidence including, but not limited to:

  • Order confirmation;

  • Checkout records;

  • Customer account information;

  • IP address and device information;

  • Payment authorization records;

  • Subscription consent records;

  • Automatic renewal disclosures;

  • Policy acceptance records;

  • Email and SMS communications;

  • Tracking and delivery confirmation;

  • Shipping address and billing address information;

  • Customer service records;

  • Return authorization records;

  • Photos or documentation provided by the customer;

  • This Refund and Return Policy;

  • Our Terms and Conditions;

  • Our Subscription Terms; and

  • Any other information reasonably relevant to the dispute.

We reserve the right to suspend or terminate accounts, cancel future orders, cancel subscriptions, deny future promotions, and refuse service to customers who file improper, fraudulent, abusive, or bad-faith chargebacks or payment disputes.

Nothing in this section limits any rights you may have under applicable law. This section is intended to encourage direct resolution of legitimate customer service issues and prevent improper payment disputes.

 

 

16. Fraud and Abuse Prevention

We reserve the right to deny a refund, return, replacement, store credit, promotion, or future order if we believe a customer is abusing our policies or engaging in fraudulent activity.

Examples of fraud or abuse may include:

  • Repeated refund requests;

  • Multiple first-order refund requests from the same customer, household, address, payment method, or related accounts;

  • Returning empty, refilled, altered, or unrelated containers;

  • Claiming non-delivery when tracking shows delivery;

  • Filing chargebacks instead of following the return process;

  • Using multiple accounts or email addresses to obtain additional refunds or promotions;

  • Excessive claims of damaged, missing, or incorrect orders;

  • Reselling products purchased with consumer promotions;

  • Misrepresenting product condition, delivery status, or order history;

  • Refusing to provide requested verification information;

  • Harassing, threatening, or abusing customer support staff; or

  • Any other activity we reasonably determine to be fraudulent, abusive, or inconsistent with personal use.

 

 

17. Unauthorized Sellers

This Refund and Return Policy applies only to products purchased directly from Cofactor Health or from an authorized sales channel approved by Cofactor Health.

We do not guarantee, refund, replace, or accept returns for products purchased from unauthorized sellers, unauthorized marketplaces, resellers, auction sites, or third parties unless required by law.

If you purchase from an unauthorized seller, you should contact that seller directly regarding returns, refunds, replacements, or product issues.

 

 

18. Product Quality, Storage, and Use

You are responsible for reading and following all product labels, warnings, storage instructions, serving instructions, and directions for use.

We are not responsible for product issues caused by:

  • Improper storage after delivery;

  • Heat, moisture, contamination, or mishandling after delivery;

  • Use after expiration;

  • Use inconsistent with label instructions;

  • Use despite known allergies or sensitivities;

  • Use with medications or health conditions without consulting a healthcare professional;

  • Sharing product with others; or

  • Any misuse or alteration of the product.

 

 

19. Medical and Health Disclaimer

Cofactor Health products are dietary supplements. They are not intended to diagnose, treat, cure, or prevent any disease.

Refund eligibility is not based on achieving a specific health result. Individual responses vary. We do not guarantee any specific detoxification, energy, nutrition, wellness, symptom, lab, or health outcome.

If you experience an adverse reaction, stop using the product and consult a qualified healthcare professional. For medical emergencies, call 911 or seek immediate medical attention.

To report a product issue or adverse event to Cofactor Health, contact us at support@getcofactor.com.

 

 

20. Changes to This Policy

We may update this Refund and Return Policy from time to time. The updated policy will be posted on our website with a new “Last Updated” date.

The policy in effect at the time of your purchase generally applies to that purchase, unless a change is required by law or is more favorable to you.

 

 

21. Contact Us

For return, refund, replacement, damaged shipment, subscription, or order questions, contact us at:

Cofactor Health LLC
Email: support@getcofactor.com