Returns & Refunds Policy

Last updated: November 9, 2026

Our Commitment to You

At Prolon, we know that choosing a wellness program is a meaningful investment in your health. We are deeply committed to providing high-quality products and an exceptional experience. This Policy is part of our Terms of Use and Conditions of Purchase and applies to Prolon products, product subscriptions, and Health Program memberships purchased from us in the United States. Health Program memberships may also be subject to Program Terms presented at enrollment.

Products: All Sales Are Final

We do not accept returns or exchanges of Prolon food and nutrition products, whether the product is open or unopened. This includes nutrition products shipped as part of a Health Program.

This policy is in place to protect our customers. All products are properly sealed and free of tampering when they leave our facility. Because Prolon sells food products, we hold every item to strict quality standards prior to shipment. To safeguard the safety and experience of our customers, we are unable to accept returns or exchanges, which ensures every customer receives a fresh, untampered kit directly from our facility. By purchasing Prolon products, customers acknowledge that they have had the opportunity to review the ingredients, nutrition information, contraindications, and safety information available on our website and have determined, in consultation with their healthcare provider when appropriate, that the product is suitable for their individual circumstances.

Nothing in this Policy limits any rights or remedies that cannot be waived or excluded under applicable law.

Medical Disclaimer, Contraindications, and Precautions

Before implementing any new nutritional therapies, including Prolon’s 5-day fasting mimicking diet, or before making any changes to your diet, fasting routine, supplement regimen, or other health-related practices, consult with your healthcare provider to determine what is appropriate for your individual needs and medical history. The information provided by Prolon and L-Nutra is for educational purposes only and is not intended to diagnose, treat, cure, or prevent any disease. Always seek the guidance of a qualified healthcare professional regarding any questions or concerns about your health. Before purchasing, customers are responsible for reviewing the product ingredients, nutrition information, contraindications, and safety information. Prolon’s 5 day fasting mimicking diet may not be appropriate for everyone, including individuals with certain medical conditions, food allergies or restrictions, those who are pregnant or nursing, individuals under 18 or over 70 without physician approval, or others as outlined in our contraindications and safety precautions resources.

• Prolon ingredients and nutrition facts
• Prolon contraindications
• Important safety precautions

Order Cancellations

Orders begin processing shortly after placement. Once an order has entered the fulfillment process, cancellation requests cannot be guaranteed and may not be possible. Customers requesting cancellation should contact Customer Service as soon as possible at 888-926-5370 or customerservice@l-nutra.com. Orders that have entered the fulfillment process are not eligible for cancellation. Expedited orders begin processing immediately and cannot be cancelled once placed.

For customers who have selected Onward Checkout+, please refer to the Order Protection section below for information on order editing and cancellation options.

Product Subscription Cancellations

If you have an active product subscription, you may cancel at any time online through your customer portal, by emailing customerservice@l-nutra.com, or by calling 888-926-5370. Our Customer Service team is available Monday–Friday, 9:00 AM–5:00 PM Central Time, and emails may take up to 1-2 business days to receive a response. To ensure we can process your cancellation before your next order is charged and processed, please submit your request at least 24 hours before your scheduled renewal date. Cancellations made online through your customer portal take effect immediately. Requests submitted by email or phone after business hours on the day before renewal may not be reviewed until after the order has already been processed. We will send you an email confirming your cancellation.

Please note that subscription renewals are processed automatically at the beginning of the renewal date (12:00 AM Central Time). Once a renewal has been processed, we are unable to stop the order because your order has entered the fulfilment stage and will ship shortly thereafter.

Health Program Memberships

This section applies to Longevity Tier 1 and Tier 2 memberships and other Health Programs that include registered dietitian (“RD”) services, laboratory testing, educational content, the Prolon App, or similar services. We do not offer partial or prorated refunds for Health Program memberships. In your customer portal and billing records, your membership may appear as a “subscription.” If your Program Terms describe different refund terms for a specific Health Program, the Program Terms control for that program.

How to cancel. You may cancel your membership at any time online through your customer portal, by emailing customerservice@l-nutra.com, or by calling 888-926-5370. To avoid the next charge, cancel at least 24 hours before your renewal date. We will send you an email confirming your cancellation.

Cancellation before services begin. If you cancel within 14 days after purchase, before your first RD appointment has taken place, before any laboratory test has been ordered for you, and before any products have shipped, we will refund the full amount you paid, including any enrollment fee.

Cancellation after services begin. Once your first RD appointment has taken place, a laboratory test has been ordered for you, or products have shipped, cancellation stops future renewal charges, and you will keep access to the App and program services through the end of your current paid billing period. Amounts already charged, including the current billing period, enrollment fees, RD appointments, laboratory tests, and products, are non-refundable, and we do not provide partial or prorated refunds.

Eligibility decisions and program changes. If we or the professionals supporting a Health Program decline your enrollment before services begin, we will refund the amounts you paid for that Health Program. If we discontinue a Health Program or end your membership, we will stop future charges, notify you, and provide any refund required by applicable law.

Laboratory testing. If a laboratory test included in your Health Program cannot be performed because it is not available in your state, or because the ordering clinician determines it is not appropriate for you, we will substitute a comparable test or service. If a specimen is rejected by the laboratory or lost in transit through no fault of your own, we will arrange a new collection at no additional charge.

RD appointments. Please reschedule or cancel appointments at least 24 hours in advance through the App or by contacting Customer Service. An appointment that is missed without notice, or cancelled with less than 24 hours’ notice, may be counted as used as described in your Program Terms, unless the miss was caused by us or by circumstances beyond your reasonable control.

How Refunds Are Issued

Approved refunds are issued to the original payment method, including an HSA or FSA card, generally within 5–10 business days after approval. The time for a refund to appear on your statement depends on your card issuer or bank. A refund to an HSA or FSA account may affect your account balance or tax reporting; please contact your plan administrator with questions. Shipping charges are non-refundable unless the refund results from our error.

Missing/Damaged Items

If your order arrives damaged or is missing any items, please contact Customer Service within 14 days of delivery and provide photographs of the product and packaging so we may investigate and determine an appropriate and timely resolution. Failure to notify us within this period may limit our ability to investigate carrier claims.

Shipping & Risk of Loss

L-Nutra will add applicable shipping and handling fees to your order. Most orders enter fulfillment shortly after processing and are typically shipped within 1–2 business days. Once your order has shipped, a tracking confirmation will be sent via email. Please allow 5–7 business days after fulfillment for standard delivery. Delivery timeframes are estimated and may vary due to carrier delays, high order volume, or product availability.

Customers are responsible for providing complete and accurate shipping information at checkout. Orders shipped to an address provided by the customer cannot be modified. L-Nutra is not responsible for orders delayed, lost, misdelivered, returned, or otherwise impacted due to incorrect, incomplete, outdated, or undeliverable shipping information submitted by the customer. If an order is returned to L-Nutra due to a customer-provided address error, the customer may be responsible for any additional fees to rectify the situation. Shipping charges are non-refundable.

Title and risk of loss pass to the customer upon delivery to the carrier, except where prohibited by applicable law.

Orders reported as lost, stolen, damaged, or missing after carrier delivery may be reviewed on a case-by-case basis. Customers who purchased Onward Checkout+ should submit claims directly through Onward. L-Nutra reserves the right to deny refund or replacement requests where carrier records indicate successful delivery or where fraud, abuse, or misuse is suspected.

We currently ship within the United States only. Free shipping promotions apply only within the contiguous United States and exclude Alaska, Hawaii, Puerto Rico, and other U.S. territories. Orders shipped to these locations may be subject to additional shipping charges and extended delivery timeframes beyond our standard estimated transit time of 5–7 business days.

Order Protection with Onward Checkout +

Customers may elect to purchase Onward Checkout+ at checkout to obtain additional protections and benefits subject to Onward's terms and conditions. Learn more about Onward Checkout + benefits here.

Questions? We’re Here to Help.

We want you to feel fully supported at every step. If you have any concerns about your order, subscription, or membership, or questions about L-Nutra’s products and science, please do not hesitate to reach out to our team.

Email: customerservice@l-nutra.com

Phone: 888-926-5370

Available Monday–Friday, 9AM–5PM CST

Your satisfaction is our priority. Thank you for trusting Prolon with your wellness journey.