Return & Refund Policy

At Promix Nutrition, we want you to feel confident trying our products. If a Promix product isn't right for you, we're here to help.

One-Time Orders

One-time orders are eligible for returns and refunds within 90 days of purchase.

If you don't love the taste, the product doesn't work for you, or you simply decide it isn't right for you, you may request an exchange, store credit, or a refund to your original payment method.

Products may be opened and tried.

If your order arrives damaged, defective, or incorrect, please contact us with a photo showing the damage along with the Best By date and Lot Code. We will arrange a replacement at no additional cost.

Refunds to the original payment method are generally processed within 5–10 business days after the return is processed.

Return shipping costs are the customer's responsibility unless the order arrived damaged or incorrect.

Original shipping, handling, and package protection charges are not refundable.

Subscription Orders

After the first subscription order, subsequent subscription orders are not eligible for a cash refund unless the product arrives damaged or incorrect.

Customers may skip, delay, pause their subscription for up to 3 months, or cancel at any time without penalty.

If the first order was purchased as a subscription and the product was not right for you, Promix may provide a one-time exchange or store credit within 30 days, provided that you contact us within 14 days of receiving the order.

Discount Codes

Orders placed using a discount code remain eligible for store credit for any reason within 90 days, subject to the applicable eligibility requirements.

Damaged or Defective Products

If a product arrives damaged or defective, please contact us and provide photographs showing the issue, Best By date, and Lot Code.

Promix will generally provide a replacement at no additional cost. A return is generally not required for damaged or defective products.

Lost or Missing Packages

We recommend adding package protection during checkout.

If package protection was purchased, eligible claims may result in a replacement or store credit.

If package protection was not purchased and tracking confirms that a package was delivered, Promix may be unable to issue a refund for a carrier-confirmed delivery. Customers should first check with household members, neighbors, or building management.

Refund Eligibility

The Promix guarantee generally covers one product per order.

For subscriptions, bundles, and Build-A-Bundles, only one jar, box, or container from the order may qualify for a refund.

If multiple formulas are purchased in one order, only one jar, box, or container from the entire order is generally covered.

Original shipping, handling, and package protection charges are not included in refunds.

Non-Returnable Items

The following items are generally not eligible for returns or refunds:

• Orders placed more than 90 days ago;

• Subsequent subscription orders, except for damaged products;

• True Med orders;

• Purchases made through Amazon or other third-party retailers;

• Products that have already been replaced at no charge, except where the replacement itself arrived damaged or was lost in transit;

• Gift cards;

• Merchandise, apparel, gear, sale items, and limited-edition products, including capsule cases, travel-size products, and sample sizes.

International Orders

International returns are generally not accepted unless the product arrives damaged.

If an international order arrives damaged, please contact orders@promixnutrition.com within 72 hours and provide photographs, the Best By date, and Lot Code.

How to Start a Return

Returns can be initiated through the Promix returns portal.

Please provide your order number and the reason for your return and follow the instructions provided.

For questions regarding returns or refunds, please contact:

Email: orders@promixnutrition.com

Promix Nutrition reserves the right to update this Return & Refund Policy at any time.