Refund policy

Last updated: 18 September 2026

This Return & Refund Policy (the "Policy") governs returns and refunds for purchases made through onyguard.com and any OnyGuard checkout. OnyGuard is operated by Prolong Lab, UAB. By placing an order you agree to this Policy.

Nothing in this Policy limits any right you have under the consumer protection law of your own country or state. Where local law gives you greater rights, those rights apply. See Section 9.

1. Our 90-Day Money-Back Guarantee

We stand behind our products. If you are not satisfied with your purchase, you may request a refund of the product price within 90 calendar days of delivery — even if you have opened and used the product.


Window	90 calendar days from the date of delivery confirmed by the carrier's tracking
Covers	The price you paid for the product
Does not cover	Shipping charges paid at checkout, and the cost of returning the item to us
Refund method	The original payment method only
Proof required	Your order number or order confirmation

1.1 Opened or used products

Because our guarantee is a genuine money-back guarantee, you do not have to leave the product sealed to use it.

Unopened and sealed: return the product and we refund the full product price.
Opened or used: the guarantee applies to one course of the product per customer. We refund the product price for that course once you have returned the used container or patch backing, or provided the photographic evidence we ask for. Any additional opened units in the same order, or on later orders, are refunded at our discretion.

This limit exists to keep the guarantee sustainable, not to refuse genuine claims. If you have used the product properly for a reasonable period and it has not worked for you, contact us.

1.2 What the guarantee is not

The guarantee is a refund of what you paid. It is not a promise of a particular result, and it does not create any warranty about the product's performance. See the Medical Disclaimer in our Terms of Service.

2. How to make a return or claim

All returns require authorisation before you send anything back. Items shipped to us without authorisation will not be accepted and cannot be refunded.

Email support@onyguard.com or call +1 (888) 530-7470 within the 90-day window.
Include your order number, which item you are returning, and the reason. Send photographs if the item arrived damaged, defective or incorrect.
We will reply with a return authorisation and the correct return address for your region. The address depends on where you are — do not use an address from a previous order or from the parcel you received.
Post the item back and keep your proof of postage.

We aim to respond to every authorisation request within 1 business day.

3. Return shipping costs

You are responsible for the cost of returning the item to us, and for any loss or damage in transit until we receive it. We recommend a tracked service.

We pay the return shipping, or arrange collection, where the item was:

delivered in error;
defective; or
damaged when it reached you.

4. Refunds

We inspect returns on arrival and confirm the outcome by email.
Approved refunds are issued to the original payment method only. We cannot refund to a different card, account or person, and we do not issue cash or cheque refunds.
Refunds are normally processed within 5 business days of approval. Your bank or card issuer may take a further 5 to 10 business days to show the money in your account.
Original shipping charges are not refundable except where the item was faulty, damaged or sent in error, or where the law of your country requires it.
Where you received a free item, a bundle discount or a promotional gift as part of the order, the value of anything you keep is deducted from the refund.

5. Damaged, defective or incorrect items

If your order arrives damaged, defective or is not what you ordered, tell us within 7 calendar days of delivery at support@onyguard.com.

We may ask for photographs or a short video before approving a replacement or refund. Where a claim is confirmed we will, at your choice, send a replacement at no cost or refund you in full including the original shipping charge.

Reporting later than 7 days does not remove your rights under your local consumer law, and it does not affect the 90-day money-back guarantee in Section 1 — it only affects our ability to claim against the carrier.

6. Orders that have not arrived

If tracking shows no movement, or your order has not arrived within the estimated delivery window in our Shipping Policy:

check the tracking link in your dispatch email first;
if more than 14 business days have passed since dispatch, contact support@onyguard.com and we will investigate with the carrier.

Where a parcel is confirmed lost in transit we will resend it or refund you in full.

Parcels refused at delivery, or returned to us because the address was wrong, incomplete, or because customs charges were not paid, are refunded at the product price less our outbound shipping cost and any carrier return fee.

7. Subscriptions

Orders that have already been processed or dispatched under a subscription cannot be cancelled, but they can be returned under this Policy.
Refunds on subscription orders are calculated on the discounted subscription price actually paid, not the one-time price.
Cancelling a subscription is separate from returning a product. See our Cancellation Policy.

8. Exclusions

This Policy does not cover:

products bought from anyone other than OnyGuard, including unauthorised resellers and marketplace listings;
free samples, promotional giveaways and gifts with purchase;
products damaged by misuse, neglect, or use contrary to the instructions;
products returned without authorisation; and
claims made after the 90-day window has closed.

Unauthorised resale. We do not permit the resale or redistribution of our products. We may cancel, refuse or refund any order we reasonably believe is placed for resale, and orders identified as such are excluded from this Policy.

9. Your rights under local law

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy limits those rights, and the 90-day guarantee is offered in addition to them.

Canada

Nothing in this Policy limits your rights under applicable federal and provincial consumer protection legislation, including your rights in respect of goods that are not as described or not of merchantable quality.

United States

Some states do not allow limitations on how long an implied warranty lasts, or the exclusion of certain damages, so parts of this Policy may not apply to you. This Policy gives you specific legal rights, and you may have other rights which vary from state to state.

European Union and United Kingdom

Where we sell to you in the European Union or the United Kingdom, you have a statutory right to withdraw from the contract within 14 days of receiving the goods without giving a reason, in addition to the guarantee above. To exercise it, tell us in writing at support@onyguard.com within that period. We will refund all payments received, including standard outbound delivery, within 14 days of receiving the goods back.

10. Changes to this Policy

We may update this Policy. The version published at the time you placed your order governs that order.

11. Contact

Prolong Lab, UAB (trading as OnyGuard) Dominikonų g. 11, LT-01131 Vilnius, Lithuania Email: support@onyguard.com Telephone: +1 (888) 530-7470

These statements have not been evaluated by the Food and Drug Administration. Our products are not intended to diagnose, treat, cure or prevent any disease.