Links on this page go to New U Life's official shop through Independent New U Life Distributor ID D0199530 (web alias orderonline).
New U Life's official returns and cancellations page is the source for retail return rules. As of November 13, 2026, that page says customer retail return or refund requests must be made within, and no later than, 60 calendar days from the date of purchasing the product. Some product pages in the official shop also display a 30-day money-back guarantee. Those two lines are not worded the same way. This page explains both, quotes the official policy for the rules that apply, and tells you to confirm with New U Life if your situation is unclear.
This summary is for retail customers. It is not a substitute for the official policy. Distributor returns have a separate section on that same page. For shipping rates and delivery times, see our New U Life shipping page. For Subscribe & Save cancel steps, see our Subscribe & Save guide.
Official retail return facts
Last checked November 13, 2026, against the official returns and cancellations page.
| Topic | What the official policy says | Source (checked November 13, 2026) |
|---|---|---|
| How to start a retail return | Contact [email protected] or call (925) 274-5000. | Returns and cancellations |
| Request window | “Requests for a return or refund must be made within and no later than 60 calendar days from the date of purchasing the product.” | Returns and cancellations |
| Lost, missing, or damaged items | “Lost orders and missing or damaged product must be reported within 30 calendar days from the date of purchase.” | Returns and cancellations |
| Shipping on retail returns | “Shipping costs are non-refundable for customer retail returns.” | Returns and cancellations |
| Restocking fee | “A restocking fee of 25% will be applied on orders of two or more bottles.” | Returns and cancellations |
| Unopened product | If the bottle is unused or the plastic seal has not been broken, “you can simply mail it back to us with your packing slip or the return order form.” | Returns and cancellations |
| Opened product | If the bottle has been opened or the seal has been broken, “you must contact us before returning the product.” | Returns and cancellations |
| What to include | A completed return form with order numbers, and your customer ID. | Returns and cancellations · product return form (PDF) |
| Third-party purchases | “New U Life is not responsible for refunding purchases made through third-party vendors.” | Returns and cancellations |
| Refusing a delivery | “Do NOT Refuse Your Package.” Refusing can cause delays, and auto-ship cancellation is included in that return process. | Returns and cancellations |
| When the refund appears | Up to three business days to issue a refund after New U Life receives the package; then up to 10 business days to see it on the original payment method. | Returns and cancellations |
The 60-day official window and the 30-day product-page line
The official retail policy uses a 60-calendar-day request window, counted from the purchase date. That is the rule this page follows.
Some official product pages also display a 30-day money-back guarantee. That is a line on those product pages; it is shorter than the official request window, and it is not the same sentence as the policy's 30-calendar-day deadline for reporting lost, missing, or damaged orders. We checked this wording on the retail SomaStem and SomaNight pages on November 13, 2026.
When a product page and the policy page are worded differently, use the official returns and cancellations page and ask New U Life support to confirm the terms that apply to your order. We do not replace New U Life's policy with a shorter or more generous promise of our own.
The official page opens by saying New U Life stands by its products 100% and that you may return a product if you are not satisfied, by emailing [email protected] or calling (925) 274-5000. The same section then sets the 60-day request window, the non-refundable shipping rule, and the 25% restocking fee on orders of two or more bottles. Read those rules together.
How to return a product
- Contact New U Life at [email protected] or (925) 274-5000. If the bottle has been opened or the seal is broken, the official page says you must contact them before you send the product back.
- Complete the official product return form. The policy says packages must include that completed form with order numbers, and your customer ID. Without that information, New U Life says it may not be able to locate the order, which can cause delays.
- Mail the package as the policy and form describe. For unopened product (unused, seal not broken), the policy says you can mail it back with your packing slip or the return form.
The return form linked from the official page (revision dated April 20, 2022) lists this address: New U Life Corporation, 2627 Pleasant Hill Rd., Pleasant Hill, CA 94523. It says to send the package insured and postage-paid, and that returned packages sent COD will be refused. It also says New U Life will refund shipping cost if it made an error or the product was defective — which sits alongside the policy's general rule that shipping is not refunded on customer retail returns.
One date difference is worth noting: the official policy page counts 60 calendar days from the date of purchase, while the April 2022 form says 60 days of receiving your order. Follow the official policy page, and confirm with support if you are close to the deadline.
Returns are processed in the order received, and only after the package arrives at the return facility. The policy says New U Life is not responsible for refunding purchases made through third-party vendors.
Do not refuse the delivery as a way to return or cancel. The official page says refusing a package can cause delays, that there is no guarantee it will come back within the 60-day period, and that refusing includes cancellation of your auto-ship profile.
Subscriptions and distributor returns
If you need to cancel a Subscribe & Save (auto-ship) order, the official page's Membership Cancellations section says to fill out the cancellation form linked there. Unprocessed auto-ships are canceled within five business days of a completed request; orders already fulfilled cannot be stopped that way. Allow up to 30 days for the full process, and watch for the follow-up email. Our Subscribe & Save page covers those official cancel rules in more detail.
If you are a New U Life distributor, the same official page has a separate Distributor Returns and Cancellations section and tells you to refer to your agreement and the company's terms. Those distributor rules are not restated here.
New U Life return policy FAQs
How long do I have to request a New U Life return?
The official retail policy says return or refund requests must be made within, and no later than, 60 calendar days from the date of purchasing the product. Last checked November 13, 2026.
What about the 30-day money-back guarantee on product pages?
Some official product pages display a 30-day money-back guarantee. The official returns page uses a 60-calendar-day request window from the purchase date. Follow the official policy, and ask support to confirm the terms for your order. The policy's 30-calendar-day deadline for reporting lost or damaged items is a separate rule.
Is there a restocking fee?
The official retail policy says a 25% restocking fee will be applied on orders of two or more bottles. Shipping costs are not refunded on customer retail returns, except that the official return form says shipping will be refunded if New U Life made an error or the product was defective.
How do I start a return?
Contact [email protected] or (925) 274-5000. Include a completed product return form with order numbers, and your customer ID. If the seal is broken, contact New U Life before you mail the product.
When will I see my refund?
The official page says that after New U Life receives the returned package, it may take up to three business days to issue a refund, and then up to 10 business days to see it on the original payment method.
Should I refuse the package instead?
No. The official page says not to refuse your package, because that can cause delays and may affect the 60-day window. Refusing also includes cancellation of your auto-ship profile. Use the return or cancellation process on the official page instead.
Do I need a distributor ID to make a return?
Returns are handled by New U Life, not by this site. For new orders, you can shop with Independent New U Life Distributor ID D0199530 (web alias orderonline). See our distributor ID page for how to enter it, and our SomaDerm deals page for current prices.