Refund policy

Return & Refund Policy

At Prysm Labs, we stand behind every product we make. This policy explains your return rights, our 30-day money-back guarantee, and how refunds work. By placing an order with us, you agree to the terms below. This policy does not affect your statutory rights as a UK consumer.

1. Our 30-Day Money-Back Guarantee

We want you to feel confident trying NeuroBoost. If you're not satisfied with your results, you're covered by our 30-day money-back guarantee:

  • Applies to your first order only (one guarantee claim per customer / household).
  • You have 30 days from the date your order is delivered to request a refund.
  • You do not need to return the product — simply email us and we'll process your refund.
  • Refunds cover the product cost only; original shipping charges (if any) are non-refundable.

To claim, email Help@theprysmlabs.com with your order number and a brief note about your experience. We use this feedback to keep improving the formula.

2. Your Statutory Right to Cancel (UK Consumer Contracts Regulations 2013)

Under UK law, you have the right to cancel your order within 14 days of receiving it, for any reason, without giving a reason.

  • The 14-day period starts the day after you receive your order.
  • To exercise this right, email Help@theprysmlabs.com with your order number and a clear statement that you wish to cancel.
  • You must return the product to us within 14 days of notifying us of the cancellation.

Important hygiene exception: Under Regulation 28(3) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods which are not suitable for return for health or hygiene reasons once unsealed. This means:

  • Unopened pouches (factory seal intact): full refund, including standard outbound shipping.
  • Opened pouches: cannot be returned under the 14-day right, but our 30-day money-back guarantee above still applies — so you're still protected.

3. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a full refund, replacement, or repair if your product is faulty, damaged in transit, or not as described.

  • Contact us at Help@theprysmlabs.com within 30 days of delivery.
  • Please include your order number and a photo of the issue (e.g. damaged packaging, broken seal, wrong product).
  • We will arrange a free replacement or full refund — your choice.

4. How to Return a Product

If your return is approved (unopened pouch under the 14-day right, or a faulty item):

  1. Email Help@theprysmlabs.com to start the return — do not ship the product back without contacting us first.
  2. We'll send you return instructions and the return address.
  3. Return shipping costs: customer pays for change-of-mind returns. Prysm Labs covers return shipping for faulty, damaged, or incorrect items.
  4. We recommend using a tracked service — we cannot refund items lost in return transit.

5. Refund Processing

  • Refunds are processed within 5 business days of us receiving the returned item (or, for the money-back guarantee, within 5 business days of approving your claim).
  • Refunds are issued to the original payment method used at checkout.
  • Depending on your bank or card provider, the refund may take a further 3–10 business days to appear in your account.
  • You will receive an email confirmation when your refund is processed.

6. Subscriptions

For subscription orders:

  • The 30-day money-back guarantee applies to your first subscription order only.
  • Subsequent recurring orders are not eligible for the money-back guarantee, but you can skip, pause, or cancel at any time before your next renewal — see our Purchase Options Cancellation Policy for details.
  • Faulty, damaged, or incorrect subscription orders are always covered under section 3 above.

7. Items Not Eligible for Return

The following cannot be returned or refunded (outside of the money-back guarantee or faulty-item rights):

  • Opened or partially used supplement pouches (hygiene exception, see section 2)
  • Products purchased more than 30 days ago
  • Free gifts or promotional items
  • Subscription orders beyond the first delivery (see section 6)

8. Contact Us

For all return and refund requests, please contact:

Prysm Labs Email: Help@theprysmlabs.com Website: theprysmlabs.com

We aim to respond to all enquiries within 1 business day.