Refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To start a return, you can do so here: https://substance.loopreturns.com/#/ 

When your return is accepted, we’ll send you a return shipping label for $10, which will be deducted from your return, as well as instructions on how and where to send your package. Items sent back to us without first acquiring an RMA number will not be accepted.

You can always contact us for any return questions at customers@trysubstance.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

Refunds may take 7 to 10 business days to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS    

For defective or damaged products you are 100% covered regardless of order size. Simply send us a picture of the damage and we will replace it at no cost to you. This exception is valid for 7 days from the day you received your package.

Please Note             

  • The guarantee applies only to your first order of that product unless damaged.
  • Photo proof of any damage must be submitted within 7 days of receipt of the package.
  • YOU MAY NOT RETURN MORE THAN 4 BOTTLES OF ANY PRODUCT FOR A REFUND. STORE CREDIT WILL BE PROVIDED IN THE CASE YOU NEED TO RETURN MORE THAN 4.

RETURN PROCESS

To begin a return please submit your details here before sending it back. After receiving an RMA number you may send the item back for a refund.

Please note you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. We offer prepaid shipping labels at cost, which is calculated based on your location per package returned. If you use the prepaid shipping label, the cost of the label will be deducted from your return.