Returns and Refunds Policy

You have 14 days from delivery of the last parcel in your order to return items for a refund. We accept unopened items only. You pay the return postage, and we deduct the original delivery charge from your refund.

You will be happy with everything you buy from us. If you have an issue, email us first at hello@donotage.org or use our contact form. Our team will sort it out. Most members never need this page. If you have a genuine problem, we will look after you. The rules below are here so we can deal fairly with the rare few who try to take advantage. This policy has three parts. Part 1 is for DoNotAge^® Routine, our daily sachet sold by subscription. Part 2 is for all our other products. Part 3 explains how refunds are paid. This policy forms part of our Terms and Conditions.

Part 2: All other DoNotAge.org products

Please contact us if you are not entirely satisfied with your purchase. Our experts can advise on the best solution. We are fortunate not to deal with returns often, thanks to our industry-leading standards and the DoNotAge.org Quality Guarantee. But if you do need to return an item, you can be sure you are safe.

An unused gift card is refundable within 14 days. DoNotAge^® Routine subscriptions follow Part 1 below.

Contact the team about a return

DoNotAge^® Routine’s own money-back guarantee

Take DoNotAge^® Routine daily for 6 consecutive months, with an NAD+ test before you start and another after 6 months of continuous daily use. If your levels haven't increased, we refund every payment you've made. Conditions apply: Part 1 sets out every condition and how to claim, and it applies to DoNotAge^® Routine instead of the shop returns terms above.

Read DoNotAge^® Routine’s guarantee conditions

Part 1: DoNotAge^® Routine subscriptions

1.1 What you agreed to when you ordered

DoNotAge^® Routine is sold by subscription only. It is not a one-off purchase. The subscription is shown on the product page and on the checkout page. Right after you order, we email you a confirmation. It shows the price, how often you are charged, and how to cancel. Your subscription price is shown in your currency. On the 4-week plan you are charged every 4 weeks, and one pouch is shipped each cycle. On the yearly plan you are charged once a year, and the full year's supply is shipped at once. Free delivery applies to the markets described on our Shipping page. The shipping we cover still costs us around $25 USD or equivalent per box, so that amount is deducted from a pouch refund. We use tracked shipping. Upcoming-renewal emails follow the eligibility described in clause 3 of our Terms; check My Account for your next payment date.

See current subscription prices

1.2 Canceling

You can cancel at any time in My Account without calling or emailing us. Cancellation takes effect at the end of your current billing cycle and stops charges for subsequent cycles. Canceling does not refund a charge already made.

1.3 Refunds and returns

Once a pouch has been shipped, we do not refund it, except for unopened pouches returned under this section and claims under the 6-month NAD+ guarantee in section 1.4.

Unopened pouches: email hello@donotage.org within 14 days of delivery to arrange a return of your first pouch or a renewal pouch. You pay the return postage. Once we receive the pouch unopened and undamaged, we refund it less the shipping cost we covered ($25 USD or equivalent).

Opened pouches cannot be refunded or returned. Once the seal on a food supplement is broken, it cannot be resold for hygiene and safety reasons.

If you forgot to cancel and were charged for a pouch you did not want, the same unopened-pouch rule applies, including the $25 USD or equivalent shipping deduction. Cancel in My Account to stop future charges.

Yearly plan: the full year's supply is shipped at once. Unopened pouches cannot be returned.

Wrong, damaged or missing orders: email hello@donotage.org within 14 days of delivery, or the expected delivery date if the order is missing. We will replace it. Tracking that shows delivery to your address counts as delivery.

1.4 The 6-month NAD+ money-back guarantee

Take DoNotAge^® Routine daily for 6 consecutive months. If your NAD+ levels have not increased, we refund every payment you have made, subject to all the conditions in this section.

You need an NAD+ lab test before you start and another after 6 months of continuous daily use. Both tests must be in your name, dated and show your NAD+ level. Send the results as PDFs; screenshots are not accepted. You pay for the tests. The first test must be dated before your first order. The second must be dated within 14 days of the end of month 6.

You must have paid for 7 cycles in a row, with no gaps, pauses or cancellations.

To claim, email hello@donotage.org from the email address registered to your account within 30 days of your second test result. Include your order number, first purchase date and both test results.

One claim per person, on your first DoNotAge^® Routine subscription only. The refund goes back to the card you paid with. We cannot process a claim without both test results. Saying that it did not work for you or that you did not feel any different is not a claim under this guarantee.

1.5 Before you contact your bank

Please email hello@donotage.org before contacting your bank. We fix every problem, and quickly. A chargeback exists to protect you from fraud, or from a company that takes your money and does not deliver. We are neither. Every DoNotAge^® Routine charge is for a subscription you agreed to, and every pouch is tracked to your door. If you raise a chargeback on a valid charge, we will provide your bank with the full order and subscription record: the product page and checkout you saw, your confirmation and any reminder emails, your account activity and the tracking showing delivery. We may also close your account.

Part 3: How refunds work

Email hello@donotage.org with your order number and the reason for your return or refund. We will reply with the return address. Do not send anything back until we confirm. We cannot refund a return we cannot match to an order.

Use tracked postage. We are not responsible for returns lost in the mail.

Allow 7 business days for us to process your return, then a further 7 to 10 business days for the refund to appear in your account.

Refunds go back to the original payment method in the currency you paid in.

Nothing in this policy limits your statutory rights. This policy is governed by the laws of England and Wales, as set out in our Terms and Conditions.