Refund Policy
Delivery and Acceptance of Goods:
Delivery Process:
Goods will be shipped to the address specified by the buyer on their account or as agreed upon in advance. Buyers are responsible for ensuring arrangements for receiving goods on the scheduled delivery day.
Tracking and Customs:
Buyers will receive a separate email with the tracking number. Import taxes may be applicable, and buyers are responsible for these charges. Standard customs inspections are part of the shipping process.
Product Handling and Temperature Sensitivity:
Certain products are dispatched with ice packs in insulated packaging. Despite careful packaging, warmer temperatures during transit may slightly impact product efficiency (up to 10%). Refunds or returns due to temperature-related issues are not accepted.
Order Processing:
Orders may be put on hold pending buyer response within 24 hours. Out-of-stock items are communicated within 24 hours; if no response is received, available items are shipped, and refunds for missing items are provided as store credit.
Parcel Tracking and Claims:
Parcel Retrieval:
Buyers are advised to track parcels promptly. It is the buyer's responsibility to retrieve parcels held at pickup locations to avoid returns, for which no compensation is provided.
Claim Period:
Claims for wrong addresses must be made within 30 days of delivery. Claims related to delivery issues must be submitted within 30 days of shipment.
Untracked Parcels:
If tracking remains unavailable after three days post-shipping, buyers should contact customer support.
Investigation Process:
Email inquiries initiate parcel investigations, which may take up to two weeks. Action is taken only after a minimum of 14 days from shipment for unresolved cases.
Eligibility for Refunds, Returns, or Replacements:
Product Verification:
Product discrepancies are verified with recorded warehouse footage. Refunds or replacements are provided for wrongly delivered or missing products.
Damaged or Defective Products:
Claims for damaged or defective products must be made within 30 days of delivery. Visual evidence (pictures/videos) of the damaged product is required.
Buyer Remorse and Expiration:
Unopened, undamaged products in original packaging qualify for returns within 30 days. No refunds are issued for products with adequate expiration periods at the time of delivery.
Customs and Responsibility:
Buyers are responsible for customs-related issues, including taxes or license submissions. Assistance is offered in resolving customs-related delays or refusals.
Specific Cases and Additional Guidelines:
Refund Validation Process:
Claims require video evidence of product usage and unpacking to validate the request.
Damaged Packaging and Free Items:
Compensation is provided only for damaged products, not for damaged packaging. Free items or saline damage do not qualify for compensation or replacements.
Customs Hold and Refund Options:
Options for reshipment or refunds are offered for parcels held by customs. Limited reshipments are provided; subsequent issues may lead to refunds with exclusions.
Duplicate Payments and Sale Periods:
Duplicate payments are credited to store credit upon confirmation. Specific terms apply during sales regarding order cancellations, additions, or shipping requests.
