Refund policy

Refund and Return Policy

Last Updated: May 23, 2026

All Sales Final

Because Nurox Focus Pouches are a consumable dietary supplement, all sales are final. We do not accept returns, exchanges, or offer refunds for any reason once an order has shipped — except in the limited circumstances described below.

This policy exists to maintain product safety and quality control. Once a product has left our fulfillment facility, we cannot verify storage conditions, tamper status, or chain of custody, and the product cannot be resold under cGMP standards.

By placing an order with Nurox, you acknowledge and agree to this policy.

Damaged Deliveries

If your tins arrive damaged in transit, contact us within 48 hours of delivery at support@nuroxlabs.com with:

  • Your order number
  • Clear photos of the damaged tins and the shipping packaging
  • A brief description of the damage

If your claim is approved, we will resolve it as follows:

  • 4 or more damaged tins: We will ship a replacement for the damaged quantity.
  • 3 or fewer damaged tins: We will issue store credit equivalent to the value of the affected tins, applied to your Nurox account for use on a future order. We do not ship single replacement tins.

Claims submitted more than 48 hours after delivery, or without supporting photos, will not be eligible for replacement or credit.

Cosmetic imperfections (minor dents, scuffs, or label irregularities) that do not affect product integrity do not qualify for replacement or credit. The product inside is safe to consume.

Missing Deliveries

If your tracking shows your order as delivered but you have not received it:

  1. Wait at least 48 hours — carriers occasionally scan packages as delivered before they actually arrive.
  2. Check with neighbors, household members, building mailrooms, and around your property.
  3. Contact the carrier directly (USPS, UPS, or FedEx) to open a missing package investigation.

If your order has still not arrived after 48 hours, contact us at support@nuroxlabs.com and we will work with you to determine an appropriate resolution, which may include a replacement or refund at our discretion.

Stolen packages: Nurox is not responsible for packages stolen after carrier delivery confirmation. We may, at our sole discretion, offer a one-time courtesy replacement, but this is not guaranteed.

Incorrect or Insufficient Address

If your order is returned to us because of an incorrect, incomplete, or insufficient shipping address:

  • We will contact you to confirm the correct address.
  • You will be charged the actual cost of reshipping.
  • If we cannot reach you within 14 days, the order will be refunded minus the original shipping cost and a 15% processing fee.

It is your responsibility to provide an accurate shipping address at checkout.

Order Cancellations

Orders may be canceled only before they are processed for shipment, which is typically within 1–2 hours of order placement. Once an order has been picked, packed, or handed off to the carrier, it cannot be canceled.

To request a cancellation, email support@nuroxlabs.com immediately with your order number.

Subscription Orders

Subscription orders are subject to the same all-sales-final policy as one-time orders. Once a subscription renewal has been processed and shipped, it cannot be refunded.

To avoid being charged for a renewal you don't want, you must cancel or skip your subscription before the next billing date. You can do this by:

You will receive an email reminder before each scheduled renewal so you have ample time to make changes.

Wrong Item Shipped

If we ship the wrong product to you due to an error on our end, contact us within 7 days of delivery at support@nuroxlabs.com with your order number and photos of what you received. We will ship the correct product at no additional cost.

TikTok Shop and Third-Party Marketplace Orders

If you purchased Nurox through TikTok Shop, Amazon, or another marketplace, your refund and return rights are governed by that platform's buyer protection program. Initiate refund requests directly through the platform where you placed your order, not through Nurox directly.

This Refund Policy governs orders placed only at nuroxlabs.com.

Charges and Statement Descriptor

Charges from Nurox appear on your card statement as "NUROX*FOCUS" or a similar variation.

If you do not recognize a charge, please contact us first at support@nuroxlabs.com or 302-217-3024 before disputing it with your bank. We are happy to clarify any charge, look up your order, or resolve any concern directly.

Initiating a chargeback or payment dispute without first contacting us may result in:

  • Suspension of your Nurox account
  • Cancellation of any active subscriptions
  • Permanent inability to place future orders with Nurox

Chargebacks filed for orders that have been delivered, where tracking confirms delivery, will be contested with the issuing bank.

Exceptions

This policy applies to all orders except where applicable consumer protection law expressly provides otherwise. Some U.S. state laws may grant additional rights to consumers that cannot be waived by this policy. Nothing in this Policy is intended to limit those statutory rights.

How to Contact Us

For any refund, replacement, or order issue:

Nurox Labs LLC 16192 Coastal Highway Lewes, DE 19958 United States

Email: support@nuroxlabs.com Phone: 302-217-3024 Hours: Monday–Friday, 9:00 AM – 5:00 PM ET

By placing an order with Nurox, you agree to this Refund and Return Policy.