Refunds, step by step
A refund policy is only as good as the buyer's records. Everything on this page assumes you kept the order email, which is why that is step one.
Claim within 180 days on the sales page kits, using the order ID. Send full name, email and order ID with the return to 600 Lexington Avenue, Floor 9, New York, NY 10022, USA. Buyer pays return postage; use tracking.
Credit takes 3 to 5 business days after the seller processes it, then 5 to 10 days for your card to show it.
The steps
Find the order email
You need the order ID. It is the key the seller matches a refund against, and nothing proceeds without it.
Check the date
The window is 180 days on the sales page kits, running from delivery. If you wrote the delivery date down, use that.
Contact the seller through the route on the sales page
No retailer order desk phone number was published. Use the contact route shown at checkout, and say clearly that you are claiming under the guarantee.
Put it in writing with the three items
Full name, email address, order ID. That is what the brief says to send with a return, and sending all three at once avoids a round trip.
Send the return with tracking
Return postage is the buyer's. The return address is 600 Lexington Avenue, Floor 9, New York, NY 10022, USA. An untracked parcel that goes missing is the buyer's loss.
Wait out the two clocks
3 to 5 business days for the seller to credit it after they receive it, then 5 to 10 days for the card to show it. Two to three weeks end to end is normal and is not a sign of a problem.
What to keep
- The order email
- Order ID, date, and what you agreed to
- The tracking number for the return
- Proof it arrived, which is the thing most disputes turn on
- A copy of what you wrote
- The claim itself, with the date you sent it
- The reply
- Any acknowledgement, in writing
Four emails in one folder. That is the entire administrative burden of a guarantee and it is the difference between a policy that works and one that frustrates you.
The two clocks
Buyers often read a delay as a refusal. Usually it is arithmetic.
| Stage | Who controls it | Typical |
|---|---|---|
| Return in transit | The carrier | Depends on the service you chose |
| Seller receives and processes | The seller | 3 to 5 business days after receipt |
| Card network and issuer posts it | Your bank | 5 to 10 days after the credit |
Scroll this table sideways →
The second and third stages are the ones the brief supplied figures for, and they are published above as given. If you are past both and nothing has appeared, that is the point to follow up in writing rather than the point to worry at day four.
What was not published
- Whether opened bottles are returnable.
- Whether part of a pack can be returned.
- Whether a restocking fee applies.
- Whether original shipping is refunded.
- Whether the whole kit must come back for a full refund.
We will not guess at any of the five. If a refund policy matters to your decision — and on a $294 six-pack it reasonably might — ask those five questions in writing before you order and keep the reply with the order email.
For anything about this website rather than an order, [email protected] reaches us, Monday to Friday, 9:00am to 5:00pm Eastern Time.
If it does not resolve
- Say so in writing and say what outcome you want. Vagueness is what stalls these.
- Give a reasonable deadline and keep the message.
- If you paid by card and it remains unresolved, your issuer has a dispute process with its own time limits. Start it before those limits pass.
- A card dispute works better when you can show you contacted the seller first, which is why every step above is in writing.
- Your statutory consumer rights sit above all of this and are not affected by any policy on any page.
We would much rather hear about a stalled refund than have it become a dispute. If you have reached step three without a reply, tell us at [email protected] and we will chase it from our side.
See the Cognizil packs
Two, three or six bottles, priced plainly, with a 180-day window on the sales page kits. Read the best case first, then decide.
Shipping is calculated at checkout. This site publishes no figure it was not given.
Writing the claim
A refund request that arrives complete is processed faster than one that starts a round of questions. The elements below are all that is needed.
- Subject line
- Refund request — order [your order ID]
- Line one
- State that you are claiming under the guarantee and give the order ID.
- Line two
- Give the delivery date, so the window is not in question.
- Line three
- Say what you are returning — how many bottles, opened or unopened.
- Line four
- Ask for confirmation of the return address and whether anything else is needed before you post it.
- Line five
- Your full name and the email address the order was placed with.
That is five lines. No explanation of why is required, and offering one does not help; a guarantee is a guarantee rather than a request for a hearing.
Ask before you post
Line four matters. Posting a return before confirming the address and the conditions is how a parcel ends up somewhere that cannot process it. One extra exchange costs a day and removes the main way this goes wrong.
Common reasons a refund stalls
| What stalls it | What prevents it |
|---|---|
| No order ID | Keep the order email. Nothing else works as well. |
| Claim made after the window | A calendar entry at day 150. Thirty days of margin. |
| Return sent untracked and not received | Tracking. It costs a few dollars and it is the only proof you will have. |
| Return sent to the wrong address | Confirm the address in writing before posting. |
| Waiting for a credit that is still in the card network | Count 3 to 5 business days after receipt, then 5 to 10 more. Follow up after that, not before. |
| A conversation held only by phone | Put it in writing as well, even if you also speak to someone. |
Five of those six are things a buyer controls entirely. That is encouraging rather than burdensome: the failure modes here are mostly administrative and mostly preventable in advance.
If you are refunding part of a pack
Whether a partial return is accepted was not published to this site, so this section describes the question rather than the answer.
The situation arises constantly: a buyer takes the six-pack, runs two bottles, concludes nothing is happening, and has four sealed bottles left. Whether those four come back for a proportional refund, whether the whole kit has to return, and whether the opened ones count are three separate questions with three possible answers.
Ask before you order if this matters to you, and keep the reply. Asking afterwards puts you in a negotiation; asking beforehand puts you in possession of a term.
Your card issuer, and when to involve it
A chargeback is a real protection and it is worth understanding before you need it, including the ways in which using it too early works against you.
- What it is
- A formal dispute raised with the bank that issued your card, which reverses the transaction pending investigation.
- When it applies
- Goods not received, goods not as described, a transaction you did not authorise, or a merchant that will not honour its own stated terms.
- The time limit
- Set by the card network and your issuer, commonly measured from the transaction date. It can expire before a 180-day guarantee does, which is worth knowing.
- What helps your case
- A written record showing you contacted the seller first, what you asked for, and what happened. This is the single strongest factor.
- What weakens it
- Raising it without contacting the seller, or raising it over a change of mind rather than a failure to honour terms.
The order matters: contact the seller, put it in writing, give a reasonable deadline, and only then escalate. An issuer looking at a dispute where the buyer never wrote to the merchant is looking at a much weaker case.
And tell us at [email protected] if it gets that far. A refund that had to become a chargeback is a failure we would want to know about rather than discover from the processor.
Refunding is not a failure
Buyers often treat a return as an admission that they made a bad decision, and sit on a product they have stopped taking rather than claim. That is the wrong way round.
Running a thirty-day trial, writing down a baseline, reading your own notes and concluding that nothing changed is a good outcome. It is more than most people ever establish about anything they take. The return window exists so that reaching that conclusion honestly does not cost you money.
Use it. A seller that publishes a 180-day guarantee has priced claims into the offer, and declining to claim out of politeness benefits nobody.