Refund policy






Return & Refund Policy

Last Updated: 18/04/2025

Thank you for shopping with ISO•9. We stand behind the quality and efficacy of our products and are committed to your complete satisfaction. Please read this policy carefully — by placing an order with ISO•9, you agree to its terms in full.

1. Our Satisfaction Guarantees

ISO•9 offers two tiered money-back guarantees based on the supply option purchased. These guarantees exist because we are confident in the science behind our product and believe you should be able to evaluate it with your own experience before committing fully.

60-Day Money-Back Guarantee — 30-Day Supply

If you purchase the 30-day supply and are not completely satisfied with your results for any reason, you may request a full refund within 60 calendar days of your original order date. No return of the product is required. No lengthy explanation is required. Simply contact our support team within the guarantee window and your refund will be processed in full.

90-Day Money-Back Guarantee — 90-Day Supply

If you purchase the 60-day supply and are not completely satisfied with your results for any reason, you may request a full refund within 90 calendar days of your original order date. No return of the product is required. No lengthy explanation is required. Simply contact our support team within the guarantee window and your refund will be processed in full.

Guarantee Terms and Conditions

To be eligible for a guarantee refund, the following conditions apply:

  • The request must be submitted within the applicable guarantee window — 60 days for the 30-day supply, 90 days for the 90-day supply — measured from the original order date as recorded in our system.
  • The guarantee applies to first-time purchases only. It is not applicable to repeat orders of the same product after a guarantee claim has previously been made.
  • The guarantee is limited to one claim per customer, per household address.
  • Refunds are issued to the original payment method only. We cannot process guarantee refunds to a different card, account, or payment method than the one used at the time of purchase.
  • Guarantee refunds cover the product purchase price only. Original shipping charges, if applicable, are non-refundable unless the order was damaged, defective, or incorrectly fulfilled.
  • ISO•9 reserves the right to decline guarantee refund requests that show evidence of abuse, including but not limited to multiple claims from the same individual under different names or addresses.

To submit a guarantee refund request, email help@iso-9.com with your order number and a brief note that you are requesting a guarantee refund. Our team will acknowledge your request within 2 business days and process your refund promptly.

2. No Physical Returns

Due to the consumable nature of our products — dietary supplements in dissolvable strip format — we do not accept physical returns of opened or unopened packages under any circumstances. This policy is in place to protect the health and safety of all customers and is consistent with FDA guidelines for consumable dietary supplement goods. The absence of a physical return requirement is intentional — our satisfaction guarantees are structured specifically so that you are never required to return product in order to receive a refund.

3. Refund Eligibility — Damaged, Defective, or Incorrect Orders

Outside of the satisfaction guarantee, ISO•9 will issue a full refund or ship a replacement at no cost in the following circumstances:

Damaged or Defective Product If you receive a product that is physically damaged, structurally defective, or compromised in a way that affects its integrity or usability, please notify us within 7 calendar days of the confirmed delivery date.

Incorrect Shipment If you receive the wrong product, the wrong quantity, or an order that does not match your confirmed purchase, please notify us within 7 calendar days of the confirmed delivery date.

Lost in Transit If your order does not arrive within our published delivery window and tracking information does not confirm delivery, please notify us within 30 calendar days of your order date. Orders showing confirmed delivery by the carrier but not received by the customer are subject to investigation before a refund or replacement is issued.

How to Submit a Claim

Email help@iso-9.com with the following information:

  1. Your full name and order number
  2. A description of the issue
  3. Photographs of the damaged or incorrect item where applicable

We will acknowledge all claims within 2 business days. Approved claims will be resolved by either issuing a full refund to your original payment method or shipping a replacement at no cost — at our discretion in consultation with you.

4. Subscription Orders

  • You may pause, modify, or cancel your subscription at any time prior to the 24-hour cutoff before your next scheduled auto-renewal. Changes can be made by logging into your Subscription Member Account or by contacting our support team directly.
  • If you cancel your subscription after a renewal payment has been processed but before the order has shipped, we will issue a full refund for that billing cycle.
  • Once a subscription order has been dispatched and tracking has been generated, it is considered fulfilled. We are unable to accept cancellation requests, issue refunds, or intercept shipments after this point.
  • The satisfaction guarantee outlined in Section 1 applies to the first order in a subscription. Subsequent recurring subscription orders are not covered by the satisfaction guarantee but remain eligible for refunds under Section 3 in the event of damage, defect, or incorrect fulfilment.

5. Promotional Orders, Discount Codes, and Gift Orders

  • Products purchased using a promotional discount are eligible for guarantee refunds based on the amount actually paid, not the full retail price.
  • Gift cards are non-refundable and cannot be exchanged for cash under any circumstances.
  • Items explicitly marked as non-returnable or non-refundable at the time of purchase are not eligible for refunds outside of the damaged, defective, or incorrect fulfilment circumstances outlined in Section 3.
  • If a free gift with purchase is missing from your order, please contact us within 7 calendar days of confirmed delivery and we will arrange a replacement.

6. Refund Processing

  • All approved refunds are processed to the original payment method used at the time of purchase.
  • Refunds typically appear on your statement within 5 to 10 business days of the approval date, depending on your bank or payment provider. ISO•9 has no control over the processing timeline once the refund has been issued on our end.
  • You will receive an email confirmation at the time your refund is issued. If you have not received confirmation within 3 business days of an approved refund claim, please check your spam folder before contacting support.
  • ISO•9 cannot process refunds to expired cards, closed accounts, or payment methods other than the one used at purchase. In such cases, please contact our support team to discuss an alternative resolution.

7. Chargebacks and Payment Disputes

We ask that customers contact our support team directly before initiating a chargeback or payment dispute with their bank or payment provider. The vast majority of issues — including those covered by our satisfaction guarantee — can be resolved quickly and without the need for a formal dispute process. Initiating a chargeback before contacting us may delay your resolution and in cases where a refund has already been approved or issued, may result in a reversal of that refund by the payment processor. ISO•9 reserves the right to contest chargebacks where the terms of this policy have been met and a refund was not warranted under those terms.

8. Contact Us

For all guarantee claims, refund requests, order issues, and general enquiries:

Our support team is available Monday to Friday, 9am to 5pm AEST, and will respond to all enquiries within 1 to 2 business days.

9. Policy Amendments

ISO•9 reserves the right to amend, update, or modify this Returns and Refund Policy at any time without prior notice. All changes take effect immediately upon being posted to this page. The date at the top of this page reflects the most recent revision. Your continued use of our website or placement of orders following any amendment constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to remain informed of the current terms.

ISO•9 is committed to premium quality, complete transparency, and your long-term satisfaction. If you have a question or concern that is not addressed by this policy, please contact us directly — we will always do our best to find a fair resolution.