Refund policy

Returns & Refund Policy

We stand behind RE-BALANCE with our 60-Day Empty Bottle Guarantee. This policy explains how the guarantee works, how we handle damaged or incorrect orders, and what to expect when requesting a refund.

For help with any order, email care@nineliveslongevity.com.

60-Day Empty Bottle Guarantee

Your first bottle of RE-BALANCE is covered for 60 days from delivery.

If you’re not satisfied, email care@nineliveslongevity.com with your order number within that period to request return instructions. Opened, partially used, and empty bottles qualify. There is no minimum number of days you must use the product.

The guarantee covers one bottle per customer or household purchased directly from nineliveslongevity.com. It applies to your first bottle whether you choose a one-time purchase or a subscription.

If your first order contains multiple bottles, the guarantee covers one bottle from that order.

How to request a guarantee refund

1. Email care@nineliveslongevity.com with your order number within 60 days of delivery.

2. Wait for our return authorization and return address before sending anything back.

3. Ship the eligible bottle within 14 days of receiving your return instructions. Empty bottles are accepted.

4. Use a trackable shipping service and keep your tracking number. Return shipping for guarantee claims is your responsibility.

5. Once we receive and verify your return, we’ll issue your refund to the original payment method within five business days.

The refund covers the amount actually paid for the eligible bottle after any discounts. Original shipping charges are not refundable under the guarantee. For a discounted bundle or multi-bottle order, the refund reflects the eligible bottle’s share of the discounted purchase price.

We must receive the authorized return before issuing a guarantee refund.

Damaged, defective, or incorrect items

If an item arrives damaged, defective, or incorrect, email care@nineliveslongevity.com within 14 days of delivery with:

• Your order number.

• A description of the issue.

• Clear photos or video showing the damage, defect, or incorrect item.

• Photos of the shipping packaging if it was damaged.

We’ll review the issue and arrange an appropriate replacement or refund.

This coverage applies to qualifying items in any order, including repeat purchases and subscription renewals. It is separate from the first-bottle guarantee.

In most cases, we will not need the item returned. If a return is necessary, we’ll provide instructions and cover or reimburse standard return shipping. Please send the item within 10 business days of receiving those instructions and use its original packaging where available.

When a return is required, we’ll process the approved replacement or refund within five business days of receiving and verifying the item. When no return is required, we’ll process it within five business days of approval.

Missing or lost packages

If tracking shows your package was delivered but you cannot locate it, check with your household, neighbors, and building’s delivery area, then email us within seven days of the marked delivery date.

If tracking has not updated for 14 days and your package has not arrived, contact us with your order number.

We’ll review the tracking information and work with the carrier when appropriate. Replacements or refunds for packages marked as delivered are assessed case by case.

Subscriptions and cancellations

Subscriptions renew automatically at the delivery interval selected at checkout.

You can manage your subscription through your account or email care@nineliveslongevity.com for help skipping a shipment, changing delivery frequency, or canceling future renewals.

Cancel before your next scheduled renewal charge to prevent that order from being created. Canceling a subscription does not automatically cancel or refund an order that has already been charged.

If a renewal has already been charged, contact us immediately so we can check whether the order can still be stopped. Once an order has been processed for fulfillment, it cannot be canceled.

Your first subscription bottle qualifies for the Empty Bottle Guarantee on the same terms as a first bottle purchased without a subscription. Later bottles remain eligible for assistance with qualifying damage, defects, or order errors.

Other returns

Outside the Empty Bottle Guarantee and the order issues described above, we do not accept returns for dissatisfaction or change of mind.

The Empty Bottle Guarantee does not cover additional bottles, repeat guarantee claims from the same customer or household, gift cards, or products purchased from another retailer.

For purchases made through another retailer or reseller, contact that seller directly.

We require an order number or other proof of purchase to process a claim. Please obtain return authorization before sending anything back. Unauthorized returns and cash-on-delivery returns cannot be processed.

Refund timing

Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to post the refund after we process it.

This policy does not limit any rights you may have under applicable consumer law.

Contact us

Email care@nineliveslongevity.com. We usually respond within 1–2 business days.

Agreement

By placing an order with Nine Lives Longevity, you agree to this Returns & Refund Policy and to the Terms of Service posted on our website.