1. Order Cancellations & Financial Refunds
We take care of our customers, and we have established distinct return and cancellation parameters to ensure operational efficiency and clear understanding:
- Pre-Dispatch Phase: We can return your money only until your order gets to our fulfillment warehouse for processing, and prior to the package being physically sent out via couriers.
- Immediate Action Required: If you have any doubts about your order or plan to cancel it, be sure to contact our online consultant without a single moment of delay through the website live chat or via email at [email protected]. You can also get in touch with our support team instantly via Telegram or WhatsApp.
- Post-Dispatch Lock: In case your order has been actually sent out, cleared into transit, or delivered to your location, we will not be able to make a refund under any circumstances due to the sensitive, sterile nature of our compounds.
2. Shipping Disruptions, Customs Holds & Reshipping
In some cases, an international order can get stuck somewhere at global customs controls, become delayed at a local postal facility, or get lost entirely on its way to you. In these specific scenarios, you can confidently count on compensation:
If independent parcel tracking updates confirm that an order is permanently stuck or lost, we will execute a complimentary reshipment of your package.
We cannot ensure or guarantee safe shipping to certain destinations due to aggressive localized customs interventions. We can send an order to these specific directions strictly by prior written agreement with a client only. There is a high possibility that the package will not be delivered, and the client must explicitly agree to take all transit risks upon themselves. In such cases, we strictly do not reship orders and do not pay any financial refunds.
Here is the official list of countries where the rule of NO reshipping and NO refunds applies unconditionally. Dear customers, please take careful note of this before ordering:
- European Union (EU – All Member States)
- Australia
- Canada
- Cambodia
- Brazil
- United Arab Emirates (UAE)
- Saudi Arabia
- Israel
Exceptional Administrative Clause: In truly exceptional cases, if an order is verified as lost twice or more consecutive times outside of the high-risk territories listed above, our management can consider the possibility of an individual refund.
3. Damages to Products During Shipping
If a client sees that a product received has been physically damaged or broken during transit duress, we will actively consider their compensation claim:
- Be absolutely sure to take high-resolution photos and/or videos of the damaged products immediately upon opening the package.
- Get in touch with us right away in any way convenient for you: our website online consultant, via email at [email protected], or through our direct WhatsApp and Telegram channels.
- If a product has been damaged due to our packing fault or insecure parcel configuration, we will definitely pay compensation or send new units.