Returns & Refunds

Eligibility

This policy applies to orders shipped to any of our markets: Australia, New Zealand, the United States, the United Kingdom, Canada, Singapore, Malaysia, the Philippines, and South Africa. For Australian orders, nothing here limits your rights under the Australian Consumer Law, including the consumer guarantees that apply automatically regardless of any return window stated below — for example, if a product is faulty, not as described, or unfit for purpose. Orders to other markets are covered by applicable local consumer protection law.

Return Window

For change-of-mind returns, items can be returned within 30 days of the order date, provided they are unused, unopened, and in their original packaging.

How to Start a Return

Contact us via the details on our Contact page with your order number and reason for return, and we’ll confirm the next steps.

Prysm Certified Score Guarantee

Every Prysm Certified product is guaranteed to raise your Prysm Score when taken as directed, or we’ll refund it in full. To claim this guarantee:

• Take the product as directed for at least 30 consecutive days.
• Record a Prysm iO scan before starting the product and another after the 30-day period, so we can compare your before-and-after score.
• Contact us via the Contact page within 14 days of your second scan with both scan results and your order number.

If your Prysm Score hasn’t risen after consistent use as directed, we’ll refund the product in full to your original payment method — no need to return the (used) product. This guarantee applies to Prysm Certified products only; it does not apply to the Prysm iO device itself or to non-certified products.

Refunds

For change-of-mind returns, refunds are issued at 90% of the purchase price of the returned product. Shipping costs — both the original delivery and the cost of returning the item — are the customer’s responsibility. Items that have been opened, used, or damaged after delivery are not eligible for a change-of-mind refund unless faulty. Faulty or incorrect items are replaced or refunded in full at no cost to you. Refunds are processed to the original payment method within 5–10 business days of us receiving the returned item.