Handled directly.
When something is wrong, you deal with us – not a queue, not a form that goes nowhere. The policy is short because we would rather resolve than argue.
Return window
14 days, unopened
Damage claim
Within 48 hours
Our error
Corrected at no cost
The policy
Four rules.
Clear terms are a courtesy. You should know exactly where you stand before you order.
01
Fourteen-day window
Unopened, undamaged product can be returned within 14 days of delivery. Seals intact, packaging intact – as it left us.
02
Cold-chain is final
Temperature-sensitive items are non-returnable once shipped. Once the chain leaves our handling we can no longer vouch for it, so we do not take it back. That is the trade for keeping the chain honest.
03
Damaged in transit
If a parcel arrives damaged, open a ticket within 48 hours of delivery with a photo. Damage that happened on the way to you is on us to resolve.
04
Wrong item, our error
If we sent something other than what you ordered, we correct it at no cost to you. Keep the packaging and open a ticket – we handle the rest.
Starting a return
Three steps to a resolution.
Step 01
Open a ticket
Start from your account or the support desk. Reference the order, tell us what is wrong, attach a photo if it is a damage or wrong-item claim.
Step 02
Get instructions
We confirm eligibility and send return instructions – where to send it and how. No product goes back until we have confirmed the return.
Step 03
Resolution
Once the return is received and checked, we issue the agreed outcome – replacement or credit. You will see it move on your order.
At a glance
The windows.
| Unopened return | 14 days | From delivery date. Seals and packaging intact. |
| Damage claim | 48 hours | From delivery. Open a ticket with a photo. |
| Cold-chain items | Non-returnable | Final once shipped, to protect the chain. |
| Wrong item (our error) | Corrected | Replaced at no cost. Keep the packaging. |
| Resolution issued as | Replacement or credit | Applied against the original order. |
Note
Return eligibility is confirmed before any product is sent back. Do not ship anything until we have issued instructions. Refund handling follows the payment method on the order. This policy covers fulfilment and condition only – it is not medical advice.