How subscriptions and refunds work, written the way we would want to read them. The legal versions are in the subscription policy and the refund policy, linked in the footer. Where this page and those differ, those win, but we have tried hard to make sure they do not differ.
The short version on refunds: all sales are final once an order ships, and we do not accept returns. Damaged, wrong or lost orders are replaced or refunded.
Subscribe & Save, in plain words
What you get. Subscribe & Save is on the four singles: Clear, Hydrate, Reset and Immune. You get 15% off the one-time price, and the same order is charged and shipped every month until you cancel. Orders of $60 or more, after the Subscribe & Save discount, ship free. There is no minimum term and no fee to leave.
The kits. The Clear Kit, the Quit Kit and the 60-Day Clear Kit are one-time purchases. They are not offered as a subscription.
The prices. The one-time price, then what a subscriber pays each month, before shipping and sales tax. Discount codes, including WELCOME10 and RESET15, apply to one-time purchases only, never to a subscription.
| Product | One-time | Subscribe & Save (15% off) |
|---|---|---|
| Clear · Respiratory Drops | $34.99 | $29.74 |
| Hydrate · Electrolyte Powder | $34.99 | $29.74 |
| Reset · Sleep Formula | $27.99 | $23.79 |
| Immune · Daily Immune Complex | $27.99 | $23.79 |
Shipping. Every order, the first and each renewal, pays $5.99 unless it comes to $60 or more after the Subscribe & Save discount, when it ships free. A subscription of one or two items pays $5.99 (two of Clear or Hydrate come to $59.48). A subscription of three or more items ships free: Clear, Hydrate and Reset come to $83.27.
When we charge you. The first charge is when you order. Each renewal is charged one calendar month after the last one, to the card or wallet on file, and arrives within the usual 5 to 7 business days. Your next charge date is always shown under Manage subscriptions in your account.
The reminder. Before each charge we email you to say a charge is coming, with a link to your account, where you can see the products, the amount and the charge date, and skip that order or cancel. Skip or cancel before the charge date and that renewal is not charged. If the email does not arrive, check spam and then tell us; the reminder is our responsibility.
Skip, pause or cancel online.
- Sign in at cilialabs.com/account and open Manage subscriptions.
- Choose the subscription.
- Select Skip next order, Pause or Cancel subscription, and confirm.
That is the whole procedure. The change takes effect immediately and we email you to confirm it. There is no retention offer to click past, no reason to give and no phone call. A paused subscription is not charged or shipped until you resume it. If you prefer email, write to hello@cilialabs.com and we do it the same business day and confirm in writing.
To swap a product or change the quantity. Use the subscription page in your account where it offers it, or email hello@cilialabs.com and we change it the same business day.
What happens after you cancel. No further orders or charges. An order that has already been charged still ships, unless you email hello@cilialabs.com in time: if our fulfillment partner can still stop it, we cancel it and refund it in full. Your account and order history stay, and you can start a new subscription at any time.
If a price or the terms change. We email you between 7 and 30 days before a new subscription price takes effect, with the new price, the date it applies and how to cancel. Cancel before that date and you pay nothing more. Any other material change to your subscription terms, including the shipping rule, gets the same notice.
If a product is out of stock. If an item is out of stock on the renewal date, we try again daily for up to 5 days. If it is still out of stock, that order is skipped, so it is not charged or shipped, and we email you. The next renewal is due on its usual date. We never substitute a product without asking.
If a payment fails. We email you and retry up to 3 times, 7 days apart. Nothing ships until a payment goes through. If every retry fails, that order is skipped, so it is not charged or shipped, we email you, and the next renewal is due on its usual date.
Refunds and returns
All sales are final once an order ships. Our products are dietary supplements, labelled and packed for your order, and for safety we cannot take them back or resell them, so once an order has shipped, we do not refund it if it turns out not to be for you. If you are not sure, start with one product rather than a kit.
We do not accept returns. Please do not send products back, opened or unopened. If something arrives damaged or wrong, a photo is all we need.
Changed your mind? Email us straight away. Orders go into production quickly, often within hours. Email hello@cilialabs.com as soon as possible with your order number: if our fulfillment partner can still stop the order, we cancel it and refund it in full. Once it has been packed or handed to the carrier, it can no longer be cancelled.
Damaged, wrong, missing or defective items. If a parcel arrives damaged, holds the wrong product or is missing an item, or a product is defective, email us within 14 days of delivery with your order number and a photo of the parcel and its contents. We send a replacement or refund the affected item, your choice, at no cost, and nothing needs to be sent back. You deal only with us; we sort it out with our fulfillment partner and the carrier.
Lost parcels. If tracking shows no movement for 10 business days, email us: we open a trace with the carrier, then replace or refund the order.
Marked delivered, but nothing arrived. Check with your household, your neighbors and your building's mail area, then email us within 7 days of the delivery scan. We ask the carrier (USPS) to investigate. If it confirms the parcel was misdelivered or lost, we replace it. We cannot replace or refund a parcel the carrier confirms was delivered to the address on the order.
Address mistakes. If you notice a wrong address, email us straight away with your order number; if the order has not yet been handed to the carrier, we correct it. Once it has shipped we cannot redirect it, but if it comes back to the warehouse as undeliverable, we reship it to a corrected address or refund it, your choice. The shipping policy has the details.
Subscriptions. Skip or cancel before the charge date and that renewal is not charged. If you cancelled before a renewal was charged and the charge still went through, we refund it in full. A renewal that has already been charged can be cancelled and refunded if our fulfillment partner can still stop it: email us straight away. Once a renewal has shipped, it is final like any other order, and the rules above on damaged, wrong, missing and lost parcels apply to it.
Before a card dispute. If something is wrong with an order, please email us before opening a card dispute. We aim to reply within one business day, and contacting us first does not affect your right to dispute a charge.
Your rights. Nothing here limits the rights you have under the law of your state, including consumer protection and warranty law, for example if a product is defective.
The full terms are in the subscription policy and the refund policy.
*These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.
Cilia Labs products are for adults 21+.