Refund, Return, Replace & Exchange Policy

We’re here to make things right if something goes wrong with your order. If something doesn’t go as expected, we’re here to help. Please read our policy below for details on refunds, returns, and exchanges.

1) Eligibility for Refunds, Returns, and Replacements

You may qualify for a refund, return, or replacement under the following conditions:

1.1 Damaged, Defective, or Expired Products

• The product is defective, damaged, or expired upon delivery.
• Photo and video evidence is required (before and after opening the parcel).

1.2 Incomplete or Incorrect Orders

• Missing items or wrong products were delivered.
• Photo and video evidence is required (before and after opening the parcel).

1.3 Unopened and Resalable Products

• The product is unused, unopened, and in its original packaging

2) Non-Eligible Items

Unfortunately, we cannot process refunds, returns, or replacements for:

• Opened or used products (unless defective or damaged).
• Products marked as “final sale” or “non-returnable.”
• Items damaged due to misuse, tampering, or unauthorized alterations.
• Products that fail to meet production specifications, including invalid content, batch numbers, or expiry dates.

3) How to Initiate a Return

To start a return, follow these steps:

3.1 Contact Us

• Submit your request through your Account Manager or the contact method provided.
• Provide your order number, proof of purchase, and supporting evidence (photos/videos).

3.2 Follow Our Instructions

• We’ll guide you through the process, including the return address and shipping details.

3.3 Return the Product in Its Original Condition

• Ensure the product is in its original packaging with all labels and accessories intact.

4) Refund Policy

Refunds are available under the following circumstances:

4.1 Eligibility

• The product is defective, damaged, or expired, and a replacement is not preferred.
• The wrong product was delivered, and you prefer a refund instead of a replacement.

4.2 Timeframe

• Refund requests related to the delivery of an incorrect product must be submitted within three (3) days of receiving the parcel.

4.3 Processing Time

• Once the returned item is inspected and approved, refunds will be processed within 14 days to your original payment method.

4.4 Non-Refundable Cases

Refunds will not be provided under the following circumstances:

• Change of Mind: Refunds are not applicable for changes in preference or decision, even when accompanied by medical records. Examples include:
• 1. Body sensitivity, discomfort, or unacceptable flavor.
  2. Over-purchase or bulk orders exceeding needs.
  3. Dietary or lifestyle changes (e.g., switching to vegetarian or vegan diets without prior notice).
  4. Impulse purchases or decisions influenced by peer recommendations.
  5. Misjudged suitability of the product.
• Shipping & Transaction Fees: Transaction fee is strictly not refundable. Shipping charges will not be refunded unless the return is due to an error on our part.
• Late Refund Requests: Requests submitted more than 30 days after the purchase date will not be considered.
• Unverified Suitability: Refunds will not be granted if product suitability was not clarified with us prior to purchase.
• Product Discrepancies: Refunds will not be provided for products returned in unsatisfactory condition or where the quantity does not match the stated amount.

5) Replacement Policy

We offer free replacements for:

• Defective, damaged, or expired products upon delivery.
• Incorrect items delivered.
• Products returned unopened and in resalable condition within 30 to 90 days of purchase.

How to Request a Replacement:

• Contact us with your order details and proof (photos/videos).
• Follow the instructions provided for returning the product.
• Once approved, we’ll send the replacement at no extra cost.

6) Wrong Item Delivered

If you received the wrong product, please notify us immediately.

• We’ll arrange for the incorrect item to be returned and send the correct product promptly.
• All shipping costs for this process will be covered by us.

7) Exchange Policy

You can request an exchange if:

• The product is unopened and in resalable condition.
• The request is made within 30 days of purchase.

Important Notes:

• Exchanges are only for products of the same or lower value.
• You are responsible for shipping costs for both returning the original product and sending the exchanged product.
• Once the returned product is inspected, approved exchanges will be processed within 14 days.

8) Shipping for Returns

• Customers are responsible for return shipping costs unless the return is due to a defective or incorrect product.
• We recommend using a trackable shipping service or purchasing shipping insurance to ensure the product reaches us safely.

9) Policy Updates

• We reserve the right to update or modify this policy at any time, without prior notice.
• The most recent version of the policy will always be available on our website or shared through other official communication channels. We encourage you to review it periodically to stay informed of any changes.

If you have any questions or need help with your return, refund, or exchange, don’t hesitate to reach out to us. Our team is here to make the process as smooth as possible.

Thank you for shopping with us!

 

Refund, Return, and Exchange Policy Supporting Document

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