Refund policy

Effective Date: January 1, 2026
Last Updated: September 9, 2026

Replacement & Store Credit Policy

This policy applies to purchases made directly through diaxsports.com.

DIAX accepts eligible requests submitted within 14 days of delivery for orders that arrive damaged, defective, or incorrect.

Approved requests may be resolved through a replacement or store credit, following review and verification and subject to this policy and applicable law.

You are generally not required to return the product when submitting an eligible claim unless DIAX specifically instructs otherwise. Because many DIAX products are consumable, clear photo evidence of the product, packaging, and reported issue may be required for review.

1. Eligibility for Replacement or Store Credit

Requests may be considered under the following circumstances:

Product or package damaged in transit
Manufacturing defect that materially affects the product
Incorrect item received

Eligibility is determined after review of the information and evidence submitted with the request. Submitting a request does not guarantee approval.

2. Reporting Window — 14 Days

All requests must be submitted within 14 days of delivery.

The reporting window begins on the date the carrier marks the order as “Delivered”, not the purchase date.

To submit a request, please provide:

Your full name and order number
Clear photos of the product, packaging, and reported issue
Video evidence if reasonably requested
A brief description of the problem

Each request is reviewed individually based on the circumstances, available evidence, this policy, product information, and applicable law.

3. Change of Mind & Personal Preference

Requests based solely on change of mind, taste, scent, texture, appearance, preference, personal expectation, or similar reasons are not eligible under this policy.

Individual reactions, sensitivities, preferences, and results may vary. DIAX does not guarantee specific outcomes, results, tastes, experiences, or personal preferences from any product.

4. Consumable Products

DIAX products may include dietary supplements, oral strips, powders, protein products, beverages, coffee products, and other consumable goods.

For eligible damaged, defective, or incorrect-product claims, customers are generally not required to ship the product back unless specifically instructed otherwise by DIAX.

Please retain the product and its original packaging until your request has been fully reviewed. Do not send any product back unless you have first contacted DIAX and received instructions.

5. What Is Not Eligible

Requests may not be eligible under this policy in circumstances including:

Requests submitted more than 14 days after delivery
Products consumed beyond the amount reasonably necessary to identify the reported issue
Correct products received as ordered
Requests based solely on change of mind or personal preference
Incorrect or incomplete shipping information provided by the customer
Carrier delays caused by weather, peak-season congestion, carrier operations, or circumstances outside DIAX's reasonable control
Requests submitted without sufficient or reasonably verifiable evidence
Claims that reasonably appear fraudulent, abusive, misleading, or inconsistent with the circumstances of the order

Packages marked as “Delivered” by the carrier are not automatically eligible for replacement or store credit. Reported delivery issues may be reviewed based on available tracking information and the circumstances of the shipment.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact DIAX within 14 days of delivery.

Please retain the product and its original packaging until your request has been reviewed, as photographs, videos, lot information, packaging details, or other reasonable information may be requested when necessary.

If approved, DIAX may provide:

A replacement of the same product
A comparable replacement when the original product is unavailable
Store credit for future eligible purchases

The appropriate resolution will depend on product availability, the circumstances of the claim, the information provided, and the results of our review.

7. Delivered but Not Received

If tracking shows that an order was “Delivered” but you cannot locate it, please first check with household members, neighbors, building management, mailrooms, front desks, secure package areas, or the carrier.

If the shipment remains missing, contact us at support@diaxsports.com so we can review the available tracking information.

Delivery-related claims are reviewed individually and do not automatically qualify for replacement or store credit.

8. Lost or Delayed Shipments

If tracking shows no movement for an extended period or a shipment appears lost in transit, please contact DIAX so we can review the available tracking information and, when appropriate, initiate or assist with a carrier investigation.

Shipping and delivery timelines are estimates and are not guaranteed. Carrier delays alone do not automatically qualify an order for replacement or store credit.

9. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an address error, please contact DIAX as soon as possible.

Address changes may no longer be possible after an order has entered processing or fulfillment.

Orders that are delayed, lost, returned, or undeliverable because of incorrect or incomplete information provided by the customer are not automatically eligible for replacement or store credit.

10. Order Changes & Cancellations

If you need to request a change or cancellation, contact DIAX as soon as possible after placing your order.

Because orders may enter processing quickly, changes or cancellations cannot be guaranteed once processing, fulfillment, or shipment preparation has begun.

11. Abuse Prevention & Fair Use

To protect customers and maintain fair operations, DIAX reserves the right to deny requests that reasonably appear to involve fraud, abuse, manipulation, misrepresentation, or misuse of this policy.

This may include:

Repeated or excessive claims associated with the same customer, account, payment method, or address
Patterns reasonably suggesting misuse or bad-faith activity
Inconsistent, altered, misleading, incomplete, or unverifiable evidence
Claims that materially conflict with available order, shipment, carrier, or product information

DIAX may request additional information or verification when reasonably necessary to evaluate a claim.

12. Store Credit

When store credit is issued under this policy, it may be used toward eligible future purchases made directly through diaxsports.com.

Store credit is non-transferable, non-refundable, has no cash value, and cannot be exchanged for cash except where otherwise required by applicable law.

Any limitations, expiration terms, or usage restrictions applicable to a specific store credit will be communicated when the credit is issued, if applicable.

13. How to Submit a Request

To request a review, please contact:

support@diaxsports.com

Please include:

Your order number
Your full name
A brief description of the issue
Clear supporting photos
Any additional information reasonably requested during review

Our team will review your request and respond as soon as reasonably possible. Response times may vary depending on claim complexity, available information, carrier involvement, fulfillment partner review, and business volume.