Return Policy
We stand behind every product we sell. Here is exactly what that covers, and what it does not, so there are no surprises.
Damaged, defective, or wrong item
If your order arrives damaged, defective, or is not what you ordered, we replace it or refund it in full. That is on us.
- Submit your claim within 30 days of receiving the order.
- Email support@prelolabs.com with your order number, a photo, and a short description.
- We respond within 1 to 2 business days.
- Approved replacements ship within about 3 business days. Approved refunds return to your original payment method.
Lost in transit
If tracking stalls and the package never arrives, contact us within 30 days of the estimated delivery date and we will replace or refund the order.
Change of mind
We do not accept returns for change of mind, and we want to be straightforward about why. These are consumable products: supplements, powders, skin care, and coffee. Once a sealed unit leaves the warehouse it cannot be restocked or resold, so a change-of-mind return is not a restock, it is a write-off.
Rather than raise prices across the catalog to fund returns, we keep prices tight and reserve replacements for cases where something is genuinely wrong with the order.
If you are unsure whether a product suits you, email us before ordering. Every product page lists the full ingredient panel, the serving size, and, for most products, the Certificate of Analysis. We would rather answer a question than sell you the wrong thing.
Delivery address
Please double-check your shipping address at checkout. If a package is returned because the address was incomplete or incorrect, or because it went unclaimed, we can reship it but the reshipment cost is not covered.
Shipping
We ship within the United States only. Most orders leave the warehouse in 2 to 5 business days, and shipping is free on orders over $30. Shipping charges are passed through at cost and are not refunded on change-of-mind requests.
Questions
Email support@prelolabs.com. A real person reads it.
