Shipping, Refund and Replacement Policy
To ensure a smooth resolution process, we recommend taking photos or recording a video when unboxing your package—especially if you notice anything unusual. These images and videos are essential for accurately documenting any issues and processing your refund or replacement request efficiently.
Cases Eligible for Refund or Replacement
If you encounter an issue not listed below, such as quantity discrepancies, incorrect documentation, or other special cases, please contact our client service team promptly at [email protected].
Please note that while we cannot guarantee refunds in all cases, we will do our best to work with you to ensure your satisfaction.
1. Damaged Goods
Products that arrive damaged during transit, making them unusable or unsellable, may qualify for a refund or replacement. This includes damage due to inadequate packaging or compromised presentation upon delivery.
- What Qualifies: Products with visible shipping damage resulting in a defect or malfunction, items with packaging issues that affect usability, safety, or appearance, and products that arrive expired.
- Exclusions: Minor cosmetic damage to packaging that does not affect product use, damage caused by client handling after delivery, and claims submitted beyond the 72-hour notification period.
- Required Documentation: Clear photos of the damaged product, packaging, and shipping label. Proof of purchase (order confirmation, waybill, or invoice). For temperature-sensitive items, a temperature reading upon arrival (taken with an infrared thermometer or digital probe thermometer).
- Notification Period: Report within 72 hours of receiving the item.
2. Ineffective Goods
If a product does not perform as expected or fails to meet its advertised claims, it may qualify for a refund or replacement.
- What Qualifies: The product does not perform as advertised when used correctly, a manufacturing or quality issue affects product effectiveness, vial integrity is compromised (e.g., damaged, tampered with, or improperly sealed), or packaging and vial contents are incomplete or compromised, leading to unexpected discoloration, cloudiness, or other signs of unusability.
- Exclusions: Issues due to improper storage or misuse by the client, claims submitted beyond the 180-day notification period, and minor variations in product efficacy due to individual response.
- Required Documentation: Photos or videos showing the product’s ineffective performance, proof of purchase, and a completed Ineffective Product Form detailing how the product did not meet expectations.
- Notification Period: Report within 180 days of the order date. This timeframe aligns with bank refund policies, as most financial institutions only allow refunds within 180 days. Clients are responsible for verifying product effectiveness upon receipt.
3. Warm Goods
Temperature-sensitive products compromised due to improper shipping conditions may qualify for a refund or replacement.
- What Qualifies: Products that exceed their required temperature range during transit, verified by a temperature reading upon arrival; damaged or compromised packaging affecting product stability; cold-chain shipments delayed beyond 10 days due to customs or weather-related delays; or missing ice packs.
- Exclusions: Claims submitted beyond the 72-hour window and goods not stored properly after delivery.
- Required Documentation: A photo showing the temperature reading (taken with an infrared thermometer or digital probe thermometer), photos/videos proving the goods were warm upon arrival, and proof of purchase and tracking details if delivery took longer than 10 days.
- Notification Period: Report within 48 hours of receiving the item.
4. Wrong Goods
If you receive incorrect items due to mislabeling, picking errors, or other handling mistakes, you may request a refund or replacement.
- What Qualifies: The product must be unused, in its original packaging, and in resalable condition (unless defective). Our team will verify discrepancies between the received product and the order.
- Required Documentation: A photo of the incorrect product, clearly showing the LOT number and all sides of the box, along with proof of purchase.
- Notification Period: Report within 72 hours of receiving the item.
5. Other
Orders that fail to reach the client due to courier issues, incorrect addresses, or logistical errors require further investigation.
- What Qualifies: The package must be verified as undelivered via carrier tracking, showing no successful delivery attempt. Cold-chain shipments delayed beyond 10 business days qualify for a refund or replacement. Ambient shipments undelivered within 14 business days qualify for investigation.
- Exclusions: Orders undelivered due to incorrect addresses provided by the client, client unavailability or refusal to accept the package, and customs holds requiring additional documentation or client action.
- Required Documentation: Proof of purchase and tracking details.
Notification Period: Report within 5 to 10 business days after the order date.