Refund Policy
Last updated: 17 September 2026
Every ProstaFlow order carries a 60-day money-back guarantee from the purchase date. Start a claim by emailing [email protected] with your order number.
The window
Sixty full days, running from the day you paid rather than the day the parcel landed — your order confirmation carries the exact date. Inside that window, dissatisfaction of any kind entitles you to the purchase price back, and empty bottles are accepted.
Worth noting openly: the brand's own guidance is that this formula is best judged over three months or more, and 60 days closes roughly a month before that. That is a real tension rather than a trap. The way to handle it is to mark day 50 in your calendar the moment the confirmation arrives.
Claiming it, in four steps
- Email [email protected] inside your window, with the order number and the email address used at checkout.
- Wait for the return authorisation and the address to post to. An unannounced parcel is very hard to match to an order, so wait for that reply before posting anything.
- Post the bottles back — full, part-used or empty, it makes no difference. Post it tracked and hold the receipt until the refund clears.
- The refund is issued to your original payment method, normally within 5 business days of the return arriving with us.
What is returned to you
| Item | Refundable? |
|---|---|
| Purchase price of the product | Yes, in full |
| Shipping and handling paid at checkout | No |
| Postage you pay to send the bottles back | No |
How long the money takes
Issued within 5 business days of the return reaching us, after which it follows your bank's own timetable — usually another 3 to 10 business days, occasionally longer on an international card. If a fortnight passes with nothing showing, tell us and we will give you the transaction reference to hand them.
Timing your decision
Day 50 leaves a clear ten days to act while the option is still open, instead of realising on day 63 that it has closed. If you bought the six-bottle package the same date applies — the guarantee runs on the purchase, not on the supply.
If the order itself went wrong
Damaged or incorrect on arrival: email a photograph within 7 days and we replace or refund in full, shipping included, with nothing to return.
Tracking says delivered but nothing came: check with neighbours and your local depot first, which resolves it more often than not. If neither turns it up, email us and the carrier investigation starts from our end.
Where the guarantee does not reach
- Claims raised beyond day 60, counted from the purchase date.
- Bottles bought on Amazon, eBay or any other marketplace rather than the official checkout — those sellers cannot honour this guarantee and their own policy applies.
- Returns posted without an authorisation, which we may be unable to identify or credit.
Cancelling before dispatch
Send us an email at the earliest opportunity. Orders enter the fulfilment queue within hours, but anything not yet shipped is cancelled and refunded in full, shipping included.
Contact
[email protected] · ProstaFlow Customer Care, 16192 Coastal Highway, Lewes, DE 19958, United States. Answered inside one business day, Monday to Friday.