Most of our products need cold storage and must stay sealed, so we cannot accept returns of products once shipped, except in the cases below.
Cancelling before shipping
A paid order can be cancelled as long as it has not shipped. You get a full refund.
Damaged, wrong or missing products
If a product you receive is damaged, has a broken seal, does not match your order, or is missing, we will replace it or refund you. Conditions:
- Tell us within 48 hours of receiving the parcel.
- Include an unboxing video, unedited, starting from the sealed parcel, plus photos of the product and the shipping label.
- The product is unopened and unused, unless the damage only shows after opening.
Delays or lost parcels
If a parcel is lost in transit or delayed so the product is no longer kept cold, contact us. We will trace it with the courier and reship or refund based on the outcome.
What cannot be returned
- Products that have been opened, used, or had their seal broken by the recipient.
- Products not stored as instructed after delivery.
- Change of mind after the product has shipped.
How to request and timing
Request through WhatsApp consultation with your order number and the evidence above. We reply within 1 business day. Approved refunds go back to the original payment method within 7 business days.
