Refund policy

Last updated: October 29, 2026

This Refund Policy explains how our 30-day satisfaction promise, returns, refunds, order cancellations and our Limited Warranty work for products you buy from us on motherearthlabs.com, through the Shop app, as a subscription or at an event. It is part of our Terms of Service (see Section 8 of the Terms). "Mother Earth Labs," "we," "us" and "our" mean High Coast Capital L.L.C., doing business as Mother Earth Labs USA.

This policy doesn't apply to wholesale or private-label orders (Section 12). Nothing in it limits rights you have under the law where you live (Section 19).

At a glance

  • Not completely satisfied? Contact us within 30 days after delivery, and we'll refund the price you paid for the product, plus taxes, whether you've opened it or not. If we refund a whole order, we also refund its shipping charge. This is our 30-day satisfaction promise (Section 1). There is no restocking fee.
  • Sending products back: you don't need to send opened products back. We may ask you to send unopened products back. If we do, we'll refund the postage you paid (Section 6).
  • Damaged, defective or wrong item? Tell us within 30 days after delivery, whether or not you've opened it. We'll replace it or refund you in full, including shipping, at no cost to you (Section 3).
  • Refund timing: within 7 business days after you contact us or, if we ask you to send products back, after we receive them. We refund to your original payment method, with no fees. For EU and UK withdrawals, within 14 days after you tell us.
  • How to start: contact us by phone, email or chat (Section 4).
  • Subscriptions: every subscription order is covered the same way. Asking for a refund doesn't cancel your subscription.
  • Canada, the EU, the UK, Australia, New Zealand and Hong Kong: you have extra legal rights (Sections 13 to 18).

1. Our 30-day satisfaction promise

1.1 What we promise. If you're not completely satisfied with a product you bought from us, for any reason, contact us within 30 days after delivery. We'll refund the price you paid for it, plus any taxes we charged on it. If we refund every product in an order, we also refund the original shipping charge for that order. It doesn't matter whether you've opened or used it. We don't charge a restocking fee.

1.2 Opened products. You don't need to send opened products back. For health and safety reasons, we can't resell them.

1.3 Unopened products. We may ask you to send unopened products back, in their original packaging with the safety seal intact. If we do, please send them within 14 days after we ask, as Section 4 explains, and we'll refund the postage you paid (Section 6). If we don't ask, you don't need to send them back.

1.4 Each item counts separately. You can ask for a refund for some products in an order and keep the rest. This applies to each separately sealed item in a multipack or bundle, too (for example, each bottle or each individually sealed stick pack).

1.5 When the 30 days start. The 30 days start on the delivery date shown in your tracking information. If tracking doesn't show a delivery date, they start 7 days after we ship your order (14 days for orders shipped outside the United States). For purchases at an event, they start on the day you bought the product. Your request is on time if you contact us within the 30 days.

1.6 What we need. Your order number, or the email address or phone number you used for the order, and which products you'd like a refund for.

2. Opened products

Our 30-day satisfaction promise covers opened products (Section 1). After those 30 days, we can accept returns of opened products only if they arrived damaged, defective or not as ordered (Section 3), or if the law where you live gives you that right (Sections 13 to 19).

If you have a question about a product after opening it, please contact us. We're happy to help. If you have an unexpected reaction, stop using the product and contact a healthcare professional. Please also tell us, as Section 6.6 of our Terms explains, so we can look into it.

3. Damaged, defective or incorrect products: our Limited Warranty

This is a summary of our Limited Warranty. The full text is in Section 8.5 of our Terms. If the two differ, Section 1.3 of our Terms explains which applies.

  • Who gives it: High Coast Capital L.L.C., doing business as Mother Earth Labs USA (contact details in Section 20).
  • What it covers: we warrant to the purchaser that each product will arrive undamaged, with its safety seal intact, free of defects, within any expiration or best-by date printed on it, and as ordered. For example, it covers a product that arrives leaking, crushed or with a broken seal, or that is defective. It also covers the wrong product, flavor, size or quantity, and a product that arrives past the expiration or best-by date printed on it.
  • How long it lasts: 30 days after delivery.
  • Opened or not: it doesn't matter whether the product has been opened.
  • What we'll do: replace the product or refund you in full, including the original shipping charge, at no cost to you. Tell us which you prefer. If a replacement isn't available, we'll refund you. If we ask for the product back, we'll pay for the return shipping.
  • How to claim: contact us within 30 days after delivery with your order number, and a photo if you can (Section 20). Please keep the shipping box and packing materials until we've resolved your claim, in case the carrier asks to inspect them.
  • When you'll get a refund: within 7 business days after we confirm the problem.
  • Your other rights: this Limited Warranty doesn't limit any implied warranty or shorten any longer period the law gives you. For customers in the United States: Some states don't allow the exclusion or limitation of incidental or consequential damages, so the limitations in Section 19 of our Terms may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

If your package is lost in transit, Section 13 of our Shipping Policy applies.

Recalls. If we recall a product you bought from us, we'll offer you a replacement or a full refund, including shipping, whether or not you've opened it (Section 6.10 of our Terms).

4. How to ask for a refund or start a return

  1. Contact us. Call (210) 408-2800, email customersupport@motherearthlabs.com or use the chat on our website. Give us your order number, or the email address or phone number you used for the order, and tell us which products you'd like a refund for. If our AI support assistant answers first, ask for a team member. We'll tell you whether we need any unopened products back.
  2. If we ask for products back, pack them. Pack them securely, in their original packaging.
  3. Ship them. Send the package within 14 days after we ask, by a standard tracked service, to the address in our return instructions. Unless we tell you otherwise, that address is: Returns, Mother Earth Labs, 24210 Scenic Loop Road, San Antonio, Texas 78255, USA. Keep your postage receipt, and send it to us so we can refund the postage (Section 6).

Please contact us before you send anything. A package sent without a request may take longer to match to your order.

Returns from outside the United States. You can send the return with any carrier. We refund the postage for a standard tracked service (Section 6), so please use one. Please mark the package "Returned goods" to help avoid import charges.

Our online returns portal. If you use our online returns portal and it says a product can't be returned, that check is automatic. Contact us instead. A team member will review your request, and our 30-day satisfaction promise still applies. If the portal offers store credit or shows a fee, you can still ask us for a refund to your original payment method, with no fee.

5. Exchanges

Want a different product, flavor or size? Ask for a refund under Section 1 and place a new order. If a product arrived damaged, defective or not as ordered, we'll send a replacement at no cost to you (Section 3).

6. Return shipping

  • 30-day satisfaction promise: you don't need to send opened products back. If we ask you to send unopened products back, we'll refund the postage you paid to send them by a standard tracked service. Send us the receipt, and we'll refund it with your refund or within 7 business days after we receive the receipt, whichever is later.
  • Our error: if a product arrived damaged, defective or not as ordered, we pay for any return shipping (Section 3).
  • EU and UK withdrawals: if we ask you to send products back, we refund the direct cost of returning them (Section 13).
  • Canadian statutory cancellations: we pay reasonable return costs (Section 14).

7. Refunds

7.1 Timing. Under our 30-day satisfaction promise, we refund you within 7 business days after you contact us or, if we ask you to send products back, within 7 business days after we receive them. Other timing:

  • warranty claims: within 7 business days after we confirm the problem (Section 3);
  • orders canceled before shipping: within 7 business days after we cancel (Section 8);
  • EU and UK withdrawals: within 14 days after you tell us (Section 13); and
  • Canadian statutory cancellations: within 15 days after you cancel (Section 14).

We'll email you when we issue your refund. Your bank or card issuer may take a few more business days to show it.

7.2 How you're refunded. We refund to your original payment method, in the currency you paid. We don't charge any fee for a refund. If your card issuer converts the currency, its exchange rate may differ from the one on the day you paid.

  • Shop Pay Installments: the refund is applied to your installment plan under that plan's terms.
  • Cash paid at an event: we'll refund you by check mailed to you, or by another method you agree to.

7.3 What we refund. We refund the price you paid for each product, plus any taxes we charged on it. For EU and UK orders, this includes any VAT and import duties we charged you for those products.

  • Return postage: if we ask you to send products back, we also refund the postage (Section 6).
  • Original shipping: if we refund every product in an order under our 30-day satisfaction promise, we also refund the shipping you paid for that order. Otherwise, it isn't refundable unless the refund is due to our error, we cancel your order before it ships, or the law requires otherwise (Sections 13 and 14).
  • Québec: the next bullet does not apply to consumers in Québec who cancel a contract under the Consumer Protection Act (see Section 15).
  • Charges you paid someone else: except as Section 14.2 of our Shipping Policy provides for EU and UK orders, we can't refund duties, taxes or brokerage fees you paid directly to a carrier or customs authority. You may be able to claim them back from that carrier or authority, and we'll give you any documents we have to help.

7.4 Discounts, bundles and free gifts. We refund what you actually paid for each product after any discount. If a discount applied to your whole order, we share it across the products in proportion to their prices. We don't deduct the value of free shipping, or of a free gift you keep, from your refund.

  • Example with a percentage code: you buy a $40 product and a $60 product with a WELCOME10 code and pay $90. If you ask for a refund for the $60 product, we refund $54, plus the tax we charged on it.
  • Example with a reward: you use a $10 reward on two $50 products and pay $90. If you ask for a refund for one, we refund $45, plus the tax we charged on it. The reward stays used (Section 7.5).

7.5 Rewards points. If you're a member of our rewards program:

  • we may remove points you earned on products we refund or cancel, whether or not you sent them back (our Rewards Program Terms explain how);
  • if you used a reward on an order and we refund every product in that order, we'll restore the points you redeemed or reissue the reward; and
  • if we refund only part of that order, the reward stays used, and your refund reflects the discount as Section 7.4 explains.

7.6 Single-use discount codes. If we refund every product in an order on which you used a WELCOME10 code, contact us and we'll give you a new code. If you used a GovX ID code, contact us and we'll help you get a new one.

8. Canceling an order before it ships

To cancel an order, contact us as soon as possible at (210) 408-2800 or customersupport@motherearthlabs.com, or reply to your order confirmation email. If our AI support assistant answers first, ask for a team member. If your order hasn't shipped, we'll cancel it and refund you in full, including shipping and taxes, within 7 business days.

Most orders ship the same business day or the next one, so please contact us quickly. Once an order ships, Section 1 applies.

  • Preorders and out-of-stock products: you can cancel a preorder, or an order for a product that's out of stock, at any time before it ships for a full refund.
  • Subscriptions: you can cancel your subscription online at any time, or by email or phone. Our Subscription Terms and Cancellation Policy explains how.

9. Subscription orders

  • Same rules for every shipment. Each subscription order is covered by our 30-day satisfaction promise in Section 1 and our Limited Warranty in Section 3.
  • Forgot to cancel? If a renewal order hasn't shipped, contact us and we'll cancel it and refund you in full. If it has shipped, contact us within 30 days after delivery, and we'll refund it as Section 1 explains, whether you've opened the products or not.
  • A refund doesn't cancel. Asking for a refund doesn't cancel your subscription. To stop future orders, cancel your subscription online in your account, or contact us.
  • If we change this policy. The version of this policy in effect when a renewal order is charged applies to that order. If a change reduces your refund rights, for example by ending our 30-day satisfaction promise, we'll email you at least 30 days before it applies to your renewal orders, and you can cancel before then at no cost. If you live in Québec, a change like this applies to your renewal orders only if you expressly agree to it, or as Québec law otherwise allows (Section 18.3 of our Subscription Terms and Cancellation Policy).
  • What we refund: the subscription price you paid (after the 10% subscription discount) and the taxes we charged on it. If we refund every product in the order, we also refund its shipping charge (Section 1.1).

10. Purchases at events

Products you buy from us at an event follow this policy. The 30 days start on the day you bought the product. Contact us to ask for a refund (Section 4). If we ask for unopened products back, send them by mail. If a product you bought at an event is damaged, defective or not as described, tell us within 30 days after you bought it (Section 3).

11. Gifts

  • If you received a gift: you can ask for a refund under our 30-day satisfaction promise within 30 days after delivery, whether you've opened the gift or not. Contact us with the order number from the packing slip, or the purchaser's name and email address. We refund to the original payment method, so the purchaser receives the refund and may get an email about it. If a gift arrived damaged, defective or not as ordered, we'll send a replacement to you at no cost.
  • If you sent a gift: you can ask for the refund for the recipient.

12. Wholesale and private-label orders

This policy doesn't apply to orders placed through a wholesale account, by invoice for a business, or under a private-label agreement. Those orders are governed by the written terms for your account or your written agreement with us.

If you bought our products from another store or marketplace, please contact that seller about returns. You can still contact us about product quality or a reaction to a product.

13. Customers in the European Union and the United Kingdom: your 14-day right to withdraw

This section summarizes Section 23.4 of our Terms. It applies to consumers living in the EU or the UK, in addition to the rest of this policy.

13.1 Your right to withdraw (cancel). You can withdraw from your contract within 14 days without giving a reason. The 14 days end 14 days after you, or a person you name (other than the carrier), take physical possession of the products. If your order arrives in several packages, they end 14 days after you receive the last one. For a subscription, they end 14 days after you receive the first delivery.

13.2 How to withdraw. Tell us clearly that you're withdrawing, before the 14 days end. Our website doesn't yet have an online withdrawal function. You can:

  • email customersupport@motherearthlabs.com; or
  • write to High Coast Capital L.L.C., doing business as Mother Earth Labs USA, 24210 Scenic Loop Road, San Antonio, Texas 78255, USA.

You can use the model form in Appendix A of our Terms, but you don't have to. It's enough to send your notice before the 14 days end.

13.3 Sealed products. The right to withdraw doesn't apply to sealed products that aren't suitable for return for health-protection or hygiene reasons once unsealed after delivery. This applies to our products once the safety seal is broken. Each separately sealed item counts separately, so you can still withdraw for items that remain sealed. Our 30-day satisfaction promise still covers opened products (Section 1).

13.4 Your refund. We'll refund all payments we received from you, including delivery costs, no later than 14 days after you tell us you're withdrawing. We don't refund any extra cost of a delivery method more expensive than our least expensive standard delivery. We'll use the payment method you used, unless you expressly agree otherwise, and you won't pay any fees for the refund. If we ask for the products back, we may hold the refund until we receive them or you show proof that you sent them, whichever happens first.

13.5 Sending products back. We'll tell you whether we need the products back. If we do, send them to 24210 Scenic Loop Road, San Antonio, Texas 78255, USA, or to any closer address we give you, no later than 14 days after you tell us you're withdrawing. We refund the direct cost of returning them (Section 6). You're responsible only for any reduced value caused by handling them more than needed to establish their nature, characteristics and functioning.

13.6 How this fits with our 30-day satisfaction promise. Any refund request or return you start within the 14-day withdrawal period, in any way (including through our returns portal), is treated as a withdrawal, and Sections 13.4 and 13.5 apply. Where the rest of this policy gives you more, you get that too. For example, our 30-day satisfaction promise (Section 1) also covers opened products, and we refund the postage for anything we ask you to send back. After the 14 days, Section 1 still applies until 30 days after delivery.

13.7 Legal guarantee. We must deliver products that conform to the contract. If a product is faulty or not as described, you have legal rights under the law of your country, which may include repair or replacement, a price reduction or a refund. In the EU, the legal guarantee lasts at least 2 years from delivery. In the UK, the Consumer Rights Act 2015 gives you, among other things, a short-term right to reject faulty goods within 30 days, and you may have up to 6 years (5 years in Scotland) to bring a claim.

13.8 Our commercial guarantee. Our 30-day satisfaction promise (Section 1) and Limited Warranty (Section 3) are a commercial guarantee given by High Coast Capital L.L.C., doing business as Mother Earth Labs USA, 24210 Scenic Loop Road, San Antonio, Texas 78255, USA. They cover all our products, last 30 days from delivery and apply to deliveries in the EU and the UK. You claim them as Sections 3 and 4 describe. You are entitled by law to remedies free of charge if goods are not in conformity with the contract, and those remedies are not affected by this commercial guarantee.

14. Customers in Canada

This section summarizes Section 23.2 of our Terms. Nothing in this policy limits your rights under the consumer-protection laws of your province or territory.

14.1 Your contract copy. Within 15 days after you order, we'll email you a copy of your contract that you can save and print.

14.2 Cancellation rights under provincial law. Depending on your province or territory, you may cancel your order:

  • within 7 days after you receive your contract copy, if we didn't give you the required information, a chance to accept or correct your order, or a copy you can keep and print. In Québec, if you notice that information was missing only when we deliver or when you receive your card statement, the 7 days start then;
  • within 30 days after the contract date, if we don't send your contract copy within 15 days; or
  • at any time before delivery, if we don't deliver within 30 days after the agreed delivery date (or after the contract date, if no date was agreed).

You can cancel by email to customersupport@motherearthlabs.com. We'll refund everything you paid, including shipping, within 15 days after you cancel. In Québec, this includes amounts you paid to someone else under the contract, such as duties and brokerage fees. We'll send you return instructions within 15 days and pay reasonable return costs. If we don't refund a credit-card payment as required, you may ask your card issuer to reverse the charge (in Québec, within 60 days after our failure to refund).

14.3 Our 30-day satisfaction promise and Limited Warranty also apply to you, in addition to these rights.

14.4 Customs. If customs refuses or seizes your order, we'll refund you in full, including shipping and any taxes and duties you paid us.

15. Customers in Québec

These provisions apply to consumers in Québec, in addition to Section 14.

  • You benefit from the legal warranties under the Québec Consumer Protection Act (CQLR c. P-40.1), including the warranties that products are fit for the purpose for which they are ordinarily used and are durable in normal use for a reasonable time, and under the Civil Code of Québec. Nothing in this policy limits those warranties or the time you have to use them.
  • If you cancel a distance contract under the Consumer Protection Act, we'll refund all amounts you paid under the contract within 15 days after you cancel. This includes shipping and any amounts you paid to someone else, such as duties, taxes and brokerage fees. We pay the reasonable cost of returning the products.
  • If we can't fill part of your order, we'll tell you promptly and refund those items in full, including related shipping and taxes.

16. Customers in Australia

This section summarizes Section 23.5 of our Terms. It applies to consumers in Australia, in addition to the rest of this policy.

16.1 Your rights under the Australian Consumer Law. 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply whether or not you've opened the product, and they aren't limited to 30 days. If a product has a problem, contact us (Section 20), and we'll give you the remedy the law requires.

16.2 Major and minor failures. If a product has a major failure, you choose a refund or a replacement. If the failure isn't major, we'll replace the product or refund you. We refund to your original payment method, in the form you paid. We won't give you store credit instead of a refund unless you ask for it.

16.3 Return costs for products with a problem. If a product has a problem covered by the consumer guarantees or our Limited Warranty, we pay the reasonable cost of returning it. If you've already paid that cost, send us the receipt and we'll repay you. The limits in Section 7.3 on refunding shipping and charges you paid someone else apply only to refunds under our 30-day satisfaction promise.

16.4 Change of mind. Our 30-day satisfaction promise (Section 1) is in addition to your rights, and it covers opened products. After those 30 days, we don't give refunds if you've simply changed your mind.

16.5 Our Limited Warranty. Section 3 is our warranty against defects. The notice in Section 16.6 gives the details the law requires. Our Limited Warranty doesn't limit the consumer guarantees, and those guarantees aren't limited to 30 days.

16.6 Limited Warranty notice for Australia.

  • Who gives this warranty: High Coast Capital L.L.C., doing business as Mother Earth Labs USA, 24210 Scenic Loop Road, San Antonio, Texas 78255, USA. Phone: +1 (210) 408-2800. Email: customersupport@motherearthlabs.com.
  • What we promise: each product will arrive undamaged, with its safety seal intact, free of defects, within any expiration or best-by date printed on it, and as you ordered it. If it doesn't, we'll replace it or refund you in full, including the original shipping charge. You choose which. If a replacement isn't available, we'll refund you. It doesn't matter whether you've opened the product.
  • How long it lasts: the problem must exist when the product is delivered. Tell us within 30 days after delivery.
  • How to claim: email or call us, or write to us at the address above. Give us your order number, tell us what's wrong and send a photo if you can. Keep the product and its packaging until we've resolved your claim.
  • What we'll do: we'll send a replacement, or refund you within 7 business days after we confirm the problem. If we need the product back, we'll tell you how to send it.
  • Costs: we pay the reasonable costs of a claim, including return shipping. If you pay a cost yourself, such as postage, send us the receipt. We'll repay you to your original payment method within 7 business days after we receive it.
  • Your other rights: the benefits to you given by this warranty are in addition to other rights and remedies you have under a law in relation to the goods to which this warranty relates. This warranty doesn't limit the consumer guarantees, and those guarantees aren't limited to 30 days.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

16.7 Customs and biosecurity. If Australian customs or biosecurity officers refuse, seize or destroy your order, we'll refund you in full, as Section 14.5 of our Shipping Policy explains.

17. Customers in New Zealand

This section summarizes Section 23.6 of our Terms. It applies to consumers in New Zealand, in addition to the rest of this policy.

17.1 Your consumer guarantees. Under the Consumer Guarantees Act 1993, our products must be of acceptable quality, match their description and be fit for any particular purpose you told us about. If a product fails a guarantee, you're entitled to a remedy. For a minor problem, we'll replace the product or refund you. For a serious problem, you choose a refund or a replacement. You can also claim compensation for reasonably foreseeable loss caused by the problem.

17.2 How this fits with our policy. Our 30-day satisfaction promise (Section 1) and our Limited Warranty (Section 3) also apply to you. If a product fails a guarantee, the 30-day limit in Section 3 doesn't apply. Contact us within a reasonable time after you notice the problem. If you reject a product under the Act, we'll refund the price and the shipping you paid us for it. We refund to your original payment method within 7 business days after we confirm the problem, and we never give store credit instead. If we ask you to send the product back, we pay the return shipping. The limits in Section 7.3 on refunding shipping and charges you paid someone else apply only to refunds under our 30-day satisfaction promise.

17.3 Changing your mind. New Zealand law doesn't require a refund if you change your mind. Our 30-day satisfaction promise (Section 1) still applies.

17.4 Customs and biosecurity. If New Zealand Customs or the Ministry for Primary Industries refuses, seizes or destroys your order, we'll refund you in full, as Section 14.5 of our Shipping Policy explains.

18. Customers in Hong Kong

This section summarizes Section 23.7 of our Terms. It applies to consumers in Hong Kong, in addition to the rest of this policy.

18.1 Your rights under Hong Kong law. Under the Sale of Goods Ordinance (Cap. 26), the products we sell you must match their description, be of merchantable quality and be fit for their purpose. If a product doesn't meet these standards, you may be entitled to reject it for a full refund, or to claim compensation. Our 30-day satisfaction promise (Section 1) and our Limited Warranty (Section 3) are in addition to these rights.

18.2 Returning a faulty product. If a product doesn't meet these standards, you can return it even if you've opened it, and even after 30 days. We pay the return shipping. The limits in Section 7.3 on refunding shipping and charges you paid someone else apply only to refunds under our 30-day satisfaction promise.

18.3 Customs. If Hong Kong authorities refuse or seize your order, we'll refund you in full, as Section 14.5 of our Shipping Policy explains.

19. Your legal rights

This policy adds to your rights under the law. It doesn't limit any implied warranty, any right to cancel or return products that the law gives you, or any longer period the law allows. If the law where you live gives you more, we'll follow the law.

20. Contact us

High Coast Capital L.L.C., doing business as Mother Earth Labs USA
24210 Scenic Loop Road, San Antonio, Texas 78255, USA
Phone: (210) 408-2800
Email: customersupport@motherearthlabs.com
Customer support hours: Monday–Friday, 9 AM–5 PM Central Time, excluding US federal holidays.