Refund policy

Return & Refund Policy

Last updated: October 30, 2026

Overview

At PinPoint Devices, we stand behind EsoClear with a 90-Day Money-Back Guarantee and a straightforward return approach. If you give EsoClear a fair chance and it doesn’t work for you, we offer a clear refund path that protects your purchase — without requiring you to ship bottles back to us.

This policy explains what the guarantee covers, when a return may be requested, how to submit a refund request, and what to expect from our team.

For any return or refund request, contact us at support@pinpointdevices.com.

1. Our Return Approach

We do not require physical returns to issue a refund.

  • You do not need to return opened or unopened bottles to claim your 90-Day Money-Back Guarantee.
  • You do not need to send photos of the product, provide proof of consumption, or ship anything at your expense.
  • We trust customers to be honest about their experience, and we handle refunds through email based on your order information.

Physical returns are only requested in the specific circumstances listed in Section 7 below (wrong product shipped, verified damage requiring investigation, etc.).

2. The 90-Day Money-Back Guarantee

Our guarantee covers every order placed through pinpointdevices.com, whether One-Time Purchase or Subscribe & Save, and remains valid for 90 days from the date of your original purchase.

The 90-day window is not arbitrary. It is the full recovery timeline EsoClear is designed around — the complete protocol that gives the formula the window it needs to coat, support, and strengthen the mucosal lining through all three phases of recovery (coating, repair, and resilience).

This is why we strongly recommend starting with a minimum of 3 months of continuous use — ideally through our Subscribe & Save plan, which delivers your bottles automatically so you never run out mid-protocol. Clinical guidelines for conditions like silent reflux and chronic throat irritation consistently recommend 90 days of continuous support as the baseline, and in many cases up to 6 months. Stopping before the 90-day window is complete is the single most common reason customers don’t see the results they were hoping for.

The guarantee is set at 90 days specifically because that is the window you need to give the product a genuine, fair trial.

3. Eligibility for a Full Refund

To qualify for a full refund of your purchase price, the following conditions must be met:

  • Your refund request must be submitted within the 90-day window from the date of your original purchase.
  • You must have completed the full 90-day protocol by using EsoClear consistently as directed throughout the entire window.
  • You must be able to confirm your consistent use when requested (approximate duration, dosage followed).
  • The refund request must be submitted by the original purchaser, from the email address associated with the order.

Why the full 90-day protocol? Because EsoClear is designed as a 90-day recovery system, not a short-term fix. A few weeks of use is not a fair test of the product. The formula works gradually through three biological phases that each build on the last — the coating phase supports the repair phase, the repair phase makes the resilience phase possible. Interrupting the protocol halfway means the product never had a chance to deliver its full intended effect. Issuing a full refund on the basis of an incomplete trial would be unfair to future customers who might assume EsoClear “doesn’t work” when it was never given its full recovery window.

Early effects may begin to appear around day 60 for some customers, but the full intended results are built on completing the 90-day protocol. That is the window we stand behind, and that is the trial we ask customers to give the product before claiming a full refund.

4. Partial Refunds (Goodwill)

If you have not completed the full 90-day protocol but have a legitimate reason for wanting a refund — such as an unexpected health change, a doctor’s recommendation to stop, difficulty tolerating the taste despite trying, or any other genuine circumstance — we may offer a partial refund as a goodwill gesture on a case-by-case basis.

Partial refunds:

  • Are evaluated individually by our customer service team based on your circumstances
  • Are not an automatic right under the guarantee
  • Typically range up to 50% of the purchase price of the unused portion
  • Require you to contact us at support@pinpointdevices.com and explain your situation

The amount offered depends on how far through the protocol you were, the reason for stopping, and the overall circumstances. We review every request fairly and respond honestly. We cannot guarantee a partial refund amount in advance.

5. Items Not Eligible for Refund

The following are not covered by our 90-Day Money-Back Guarantee:

  • Original shipping fees paid at the time of your order (where applicable)
  • Customs duties, taxes, or import fees paid to your local customs authority
  • Orders older than 90 days from the original purchase date
  • Subscription deliveries that were legitimately shipped before a cancellation request was received (see our Cancellation Policy for subscription-specific terms)
  • Chargeback-first disputes (see Section 11 below)
  • Bonus e-books and digital content — these are provided free of charge with Subscribe & Save plans and have no monetary value to refund (and remain yours to keep)

6. Allergic or Adverse Reactions

If you experience an allergic reaction or an adverse reaction to EsoClear, stop using the product immediately and consult your healthcare provider.

  • Contact us at support@pinpointdevices.com with details of your reaction and your order number as soon as possible.
  • In cases of a verified adverse reaction, we may offer a full refund regardless of how far you are into the protocol, at our discretion.
  • The 90-day protocol completion requirement does not apply in these cases.
  • We take safety reports seriously and may ask follow-up questions to document the incident and improve the product for future customers.

7. When a Physical Return May Be Requested

Although we do not require physical returns for standard refund requests, there are specific circumstances where we may ask you to return the product (always at no cost to you):

Wrong Product Shipped

If we accidentally ship the wrong product, we will send the correct product immediately. We will also arrange a prepaid return label for the incorrect item or ask you to dispose of it, at our discretion.

Verified Damage Requiring Investigation

For damaged packages, our standard process is to send a free replacement without requiring a return (see our Shipping Policy for details). In rare cases where the damage pattern suggests a manufacturing or supply issue that requires investigation, we may request return of the damaged product at our cost.

Suspected Tampering or Counterfeit Product

If you receive a product that appears tampered with or that you suspect is counterfeit (purchased from an unauthorized reseller), we may ask you to return it so we can investigate. This is for your safety and ours.

In all cases where a physical return is requested, we provide clear instructions and a prepaid shipping label. You will never be asked to pay return shipping on a verified issue caused by us or by the carrier.

8. How to Request a Refund

To request a refund under our 90-Day Money-Back Guarantee:

  1. Email us at support@pinpointdevices.com with the following information:
    • Your order number (found in your original order confirmation email)
    • The email address associated with your order
    • The approximate duration of use (e.g., “I completed the full 90-day protocol”)
    • A brief note on your experience — what worked, what didn’t, what led you to request the refund (this helps us improve the product and better serve future customers)
  2. Response time: we respond to refund requests within 24–48 business hours.
  3. No phone calls required. No hoops, no scripts, no escalation to a retention department. The person reading your email is the one processing your refund.

Incomplete requests (missing order number, wrong email address) may delay processing while we verify your identity.

9. Refund Processing

Once your refund is approved:

  • Refunds are processed back to the original payment method used for the purchase
  • Processing time on our end: 1–3 business days
  • Processing time on your bank’s end: typically 5–10 business days to appear in your account (varies by bank and card issuer)
  • You will receive an email confirmation when the refund has been issued from our side

If the refund has not appeared in your account after 10 business days from our confirmation email, contact your bank or card issuer first (they can often locate the pending refund), then email us at support@pinpointdevices.com if the issue persists.

10. Refunds and Subscriptions

If you are a Subscribe & Save subscriber and request a refund, please note:

  • A refund request does not automatically cancel your subscription. If you want to cancel future deliveries, you must do so separately through the process described in our Cancellation Policy (log into your account or email us).
  • Refunds for subscription orders are evaluated under the same conditions as One-Time Purchases (90-day window, full-protocol completion for full refunds).
  • The 2-delivery minimum commitment for Subscribe & Save is a separate obligation from the refund guarantee. Meeting (or not meeting) the minimum does not affect your eligibility to request a refund under this policy.

11. Chargebacks and Payment Disputes

If you are dissatisfied with your order, please contact us first at support@pinpointdevices.com. In the vast majority of cases, we can resolve the issue directly, quickly, and in a way that works for both sides.

Filing a chargeback or payment dispute with your bank or card issuer without first attempting to contact us is treated as a serious action. In such cases:

  • You forfeit eligibility for a refund under this policy
  • Any active subscription may be cancelled and the associated account suspended
  • We may provide documentation to the payment processor to contest the chargeback, including order confirmations, delivery proof, and communication records
  • Fraudulent chargebacks may be reported to credit reporting agencies and payment networks

We prefer to resolve problems with you directly. Chargebacks should be a last resort, not a first step.

12. Changes to This Policy

PinPoint Devices reserves the right to modify this Return & Refund Policy at any time. The “Last updated” date at the top of this page reflects the most recent revision.

The policy that applies to your order is the version in effect on the date you placed your order. Changes made after your purchase do not retroactively affect your refund eligibility.

Material changes will be communicated by email to active customers at least 30 days before taking effect, when the change meaningfully affects an active order or subscription.

13. Contact

For any questions, refund requests, or return-related issues:

We are a small team based in Quebec, Canada, and we read every message personally.