Refunds Guidelines for Customer Service

Refunds should only be initiated within the applicable time limits and if the customer
specifically refuses a new delivery.
Otherwise, a reshipment should be made as the alternative solution.

Full Refund:

● Returns of sealed and undamaged items:

Retours reported within 14 days and shipped within 14 days of receiving
Return Instructions from Customer Service.

● Lost Packages:
Packages reported as lost within 30 days.
Customers must have filled out the DD Form provided by Customer Service.

● Electronically announced packages:

Packages which are electronically announced longer than 14 days after
dispatch.

● Stuck Shipments:
Shipments that have been stuck for more than 21 days in delivery.

● Declined Packages:
Packages that have been declined by the customer upon delivery or returned
to the sender.

● Wrong Address:
Shipments returned to us due to an incorrect address

● Packages that could not be delivered 3 times:

When the delivery attempts have been unsuccessful three times due to issues
beyond our control.

● Product is not working/side effects:

For single items only - if the product is not functioning properly or causing
adverse side effects within the 14 days right of withdrawal.

● Faulty/Missing product:
For a single item only - if the product received is faulty or if any items are
missing from the order within the 14 days right of withdrawal.
 ● Wrong product delivered:
If the customer received a different product than what was originally ordered,
within the 14 days right of withdrawal.

Partial Refund:

● Customs Cost for NO+CH:

After receiving the proof of payment.

● Product does not have the desired effect/side effects:

If customers order more than one item, they must return the remainder of the
order to receive a refund for the returned and unused items within the 14 days
right of withdrawal.

● Faulty/Missing product:
All unused and sealed items must be returned in order to receive a refund for
the returned items within the 14 days right of withdrawal.

All the Refunds must be documented and Customer Service should maintain clear
communication with customers throughout the process.
If a CS agent encounters any exceptional cases or uncertainties, he/she should
consult with their supervisor for further assistance.