Refund & Returns Policy

Ion Layer stands behind your first kit with a 30-Day Money-Back Guarantee. This page explains who qualifies, how to request a refund, and what to return. To cancel, pause, skip, or delay a subscription, log in to your subscription portal or email hello@ionlayer.com.

The 30-Day Money-Back Guarantee

Try your first kit for a full two weeks. If you're not satisfied by day 30, send it back and we'll refund the product price. The guarantee applies to:

Your first order of an Ion Layer patch kit, whether purchased one-time or as the first shipment of a monthly subscription. Prescription pens, vials, Enclo+, and blood tests are not covered (see Not Eligible for Refund).
Refund requests submitted between day 14 and day 30 after delivery. "Delivery" means the first carrier "delivered" scan on your original shipment. If we reship a kit because the original was confirmed lost, the reship's delivery scan is used instead. We ask for the first two weeks so every customer gives the product a fair trial.
One guarantee per customer, for life. We match on name, email, phone, shipping address, and payment method; an order that shares any of these with a previous order is treated as the same customer, including variations such as typos, added suite numbers, or a new email address. Previous customers, additional accounts, and reorders are not eligible.
Kits returned to us using the steps below.

Safety First: Adverse Reactions

If you experience an adverse reaction at any point, stop using the product and email hello@ionlayer.com with "Adverse reaction" in the subject line. Our team will review your report within 2-3 business days. Adverse-reaction cases are handled on their own track, are not subject to the 14-day waiting period, and may be resolved with a refund, a replacement, or a different protocol based on your provider's guidance. We will ask you to return the remaining product so it can be reviewed.

Not Eligible for Refund

The following purchases are final and are not covered by the guarantee:

Prescription pens, vials, and Enclo+. These are compounded for you by our partner pharmacy and cannot be returned once the pharmacy has received the order. Used pens and needles are medical sharps and must never be mailed. See Prescription Products below for cancellation and provider-decline refunds.
Blood tests and lab panels. Lab orders are placed and paid to our lab partner when purchased, so they cannot be cancelled or refunded for a change of mind. If the lab cannot process your sample (damaged, lost, or rejected specimen), we arrange one redraw at no cost; if the test still cannot be completed, we refund the test in full.
3-month supply plans billed monthly. This plan ships a full 3-month supply up front and bills in three monthly installments. By selecting it you commit to all three installments: the plan cannot be cancelled during the 3-month term, installments continue until the plan is paid in full, and it is not covered by the guarantee (it is the exception to the first-order rule above). The total commitment is shown at checkout and in your order confirmation, and you accept separate terms and conditions for this plan before purchase.
Subscription renewals and reorders. You can cancel or pause a renewal at any time, and a renewal that has been charged but not yet received by the pharmacy (typically within 24 to 48 hours of the charge) is refunded in full on request to hello@ionlayer.com. Once the pharmacy has received a renewal or reorder, it cannot be refunded because the product cannot be returned.
Multi-kit or multi-product first orders. The guarantee covers one kit. If your first order contains more than one eligible product or kit, the least expensive one is covered; additional kits are not eligible for return or refund.

How to Request a Refund

Refunds are issued after your returned kit arrives at our facility. Follow these steps:

Email hello@ionlayer.com from the email address on your order between day 14 and day 30 after delivery. Include your order number and complete the short feedback form we send (about 60 seconds).
Receive your Return Authorization (RA) number and prepaid shipping label by email within 2-3 business days. We may include one alternative, such as a product swap or store credit; you're free to decline and proceed with the refund.
Pack the kit with all remaining product, the original box, and any included components. Seal the box securely to prevent damage in transit and write your RA number on the outside. Photograph the packed contents before sealing and keep the photo until your refund arrives.
Apply the prepaid label and drop the package at the carrier or schedule a pickup.
Ship within 14 days of receiving your label, using the label we provide. Returns postmarked after 14 days are not eligible.
Your refund is issued within 5 business days of the return arriving and being verified. Funds appear on your statement in 5–10 additional business days depending on your bank.

Requests made by phone, chat, or social media will be directed to email so we can issue your RA and label.

What Is Refunded

We refund the product price you paid for the eligible kit to the original payment method. Shipping charges and consultation fees are not refunded. Orders placed with a promotional code are refunded at the amount actually paid. Refunds cannot be issued as cash, check, or to a different card or account.

Prescription Products (Pens, Vials, and Enclo+)

Prescription pens, vials, and Enclo+ are compounded for you by our partner pharmacy and cannot be returned, so they are not covered by the 30-day guarantee. Blood tests are processed by our lab partner and are covered in Not Eligible for Refund above.

Before the pharmacy receives your order: cancel anytime for a full refund of the product price. The consultation fee is non-refundable once your provider has reviewed your intake.
If your provider declines to prescribe: you receive a full refund of the product price paid, automatically.
After the pharmacy receives your order: the order cannot be cancelled, returned, or refunded.

Used needles and used pens are medical sharps. Do not mail them. Dispose of them in an FDA-cleared sharps container according to your local rules.

Subscriptions

Only the first shipment of a monthly patch subscription is covered by the guarantee. You can cancel, pause, skip, or delay anytime before your next shipment processes in the subscription portal or by emailing hello@ionlayer.com. We send a reminder 3 days before each charge; cancel before that charge if you do not want the next kit. A renewal can be cancelled for a full refund until the pharmacy receives it; after that, it cannot be refunded.

3-month supply plans billed monthly are a fixed-term commitment and cannot be cancelled during the term (see Not Eligible for Refund above). After the third installment, the plan renews monthly and can be cancelled anytime before the next shipment.

Returns

A return is required for every refund under the guarantee. Returns are accepted only with an RA number and the prepaid label we email you. Returns sent with your own label or to any other address cannot be processed or refunded.

Returned product is inspected and destroyed; it cannot be restocked or resold. Returned kits must include all unused patches and the original box. Packages that arrive empty, or containing product that did not come from your order, are not refunded. Missing minor components (adhesive covers, solution tubes, instruction cards) do not affect your refund. Every return is weighed on receipt against the shipped weight.

If a return is lost in transit, send us your drop-off receipt, the tracking number, and the photo of your packed contents. We file the carrier claim and issue your refund once the carrier confirms it accepted the package and either delivers it or declares it lost.

Important Considerations

Prescription products are prescribed to you alone and may not be shared, resold, or redistributed.
Abuse. We may decline or reverse a refund, close the account, and decline future orders where we identify multiple accounts, resale, returns of product not from the original order, empty or materially underweight packages, or other misuse of the guarantee. We use the matching details described in the guarantee section to identify repeat accounts. Abuse decisions are reviewed by a designated member of our team.
Chargebacks. If you open a payment dispute while a refund request is in process, we may close the refund request, we will respond to the dispute with our order and delivery records, and we may suspend your account while the dispute is open. Contact us first; we resolve nearly every case within 2 business days.
Damaged or incorrect orders are handled outside this guarantee. Email photos within 7 days of delivery and we will replace the kit at no cost.
Policy changes. This policy may change; the version posted at the time of your order applies.

Questions: hello@ionlayer.com

Last updated: October 22, 2026