Refund policy

Important: Please read our return policy carefully. No exceptions will be made as you agreed to the terms and conditions when you made your purchase.

RETURNS
Returns sent without prior request and approval will not be accepted, and you will lose the right to a refund.

Return shipping costs are the responsibility of the customer unless Shipping Protection was purchased at checkout. In that case, the return shipping costs will be covered by us.

Deadline: You can return the product within 30 days from the order date. If 30 days have passed, unfortunately, we cannot offer a refund or exchange.

Conditions: The product must be in the same condition in which it was received and in the original packaging. For products where hygiene is important, they must be thoroughly cleaned before starting the return process.

Paid Shipping Costs: Please note that any shipping fees paid at checkout are non-refundable, unless you purchased the optional Shipping Protection at the time of your order.
In that case, if eligible, the full order amount including shipping costs may be refunded in accordance with our protection terms.

What Does “No Results in 30 Days? You Keep It Free!” Mean?
Our “No Results in 30 Days? You Keep It Free!” guarantee applies to opened and regularly used products. If you’re not satisfied after consistent use, you can request a refund without returning the opened package, you can keep it for free.

However, unopened and unused products must be returned in order to receive a refund. This policy ensures fairness while allowing you to try our product with confidence and without risk.

Returns will not be accepted If the product has not been used in the ways and uses indicated by us. Exceptions may be made if the customer can provide clear evidence of a specific issue or defect with the product that occurred despite proper use. In such cases, the return may be approved after a thorough review of the evidence provided.

Additionally, please note that if the product is used in conjunction with other medications, it may not have the same effectiveness. Therefore, refunds are not applicable in such cases.

Exceptions: Some products cannot be returned for hygiene reasons, such as earplugs and face masks.

Shipping Delays: Refunds for shipping delays beyond the expected time frame are not available, as these delays are not directly within our control but depend on the courier. However, refunds can be issued in two specific cases:

1. Package not delivered within 30 days from the order date: If the package has not arrived within 30 days from the purchase date, the customer is entitled to a full refund.

2. Shipping Protection purchased: If the customer has purchased Shipping Protection, they will be eligible for a refund if the shipping time exceeds the limits established by our Shipping Policy.

Start of the procedure

If you wish to return a product, please send an email to [email protected] including:

• The order number
• The reason for the return
• A photo of the product, if applicable
• Your email address

After we receive your email, you will be asked a few simple and non-invasive questions regarding the product's usage. This helps us verify that the product was used correctly. Once you answer these questions, the refund process will begin without any issues.

Return at your own risk: Please note that the return of products is at your own risk. The company is not responsible for lost packages or packages held by customs during the return process.

We only accept returns at our sole address in China. It will not be possible to return products to any other address, and such attempts will not be valid for a refund. Additionally, returns without prior email notification will be considered void.

Track & Trace: Your return must have a Track & Trace code that must be shared with us. This allows us to know exactly when your return reaches our warehouse and to immediately initiate the refund. Without a tracking code, we cannot track the shipment, and the right to a refund lapses as we cannot confirm that the order has actually arrived.

Once the return process has begun and you need to return the goods to our warehouse, you have a maximum of 7 days to communicate the tracking code of the purchased shipment. If you do not meet this timeframe, the return request will be automatically closed.

Refund: Procedure: Once your return is received and inspected, we will send you an email to inform you of the approval or rejection of your refund. If approved, you will be asked to provide your bank details, and we will process a direct bank transfer within 2-3 business days.

Delayed or missing refund: If after 30 days you have not yet received the refund, please check your bank account again. If you still have not received it, contact us at [email protected].

Return costs: All customers are responsible for the return costs. It is recommended to attach a tracking number to the return as we cannot take responsibility for lost returns. The product must be returned to China.

Exceptions: Defective products: If you have received a defective product, we will always send you a new product for free.

Cancellation: Orders cannot be canceled after they have been placed due to our automated system.

For questions or further information about our return policy, please do not hesitate to contact us at [email protected].

 

Last Updated: 21 November 2024