REFUNDS, EXCHANGES AND WARRANTIES

Prior to returning any goods, you must first get in touch with our customer service to obtain our designated return address. We will not process any returned parcels without prior notification and official return authorization.

A. Order Not Delivered

If your parcel fails to arrive within 5 working days after dispatch, please contact us and provide your 6-digit order number. We will liaise with the logistics carrier to investigate delivery delays. Couriers may take up to 10 working days to trace and confirm lost shipments. During this tracing period, we cannot process refunds or reshipments. Once the courier officially confirms the parcel is lost after the 10-day period, we will arrange either a full refund or complimentary redelivery for you. Refer to our Shipping Policy for detailed provisions.

B. Returns Due To Personal Change Of Mind

If you no longer need the nutritional supplements you purchased, please notify us promptly. Returns for change of mind are permitted only when all the following terms are satisfied: Unopened, intact sealed dietary supplements can be returned within 14 calendar days upon delivery. The return shipping cost shall be borne entirely by the buyer, and the original outbound delivery fee is non-refundable. Prerequisites for approval:

1. Products remain in original sealed packaging, unopened, unused and undamaged;
2. You pay for return postage yourself;
3. You have contacted us and obtained official written return permission.

Important Note: Opened supplements, loose unpacked health goods, and bulk consumed nutritional products are non-refundable and non-exchangeable for hygiene and food safety reasons.

C. Order Submission Errors

If you filled in incorrect information or ordered the wrong products upon checkout, please message us as soon as possible. We will attempt to intercept your order before it is dispatched, though interception cannot be guaranteed. If the order has already been shipped, you may apply for a return subject to the identical terms listed in Clause B above.

D. Product Exchange Service

The most efficient way to exchange items is to place a new order for your required supplements online, then email us to apply for a return of your unopened sealed goods for a refund. You will receive your new items sooner, and we will complete the refund after we receive and inspect the returned parcels. Original shipping fees will not be reimbursed.

E. Incorrect Items Delivered

Should we dispatch the wrong products accidentally, please contact us right away. Kindly inspect your goods before opening the sealed packaging. To apply for correction, you need to supply:

1. Unopened and intact original products;
2. Clear photographs of the shipping slip and received goods;
3. Your 6-digit order number;
4. A brief description of the delivery error.

We will instruct you to send the incorrect items back to our warehouse. After inspection and verification, we will issue a full refund or arrange redelivery of the correct goods accordingly. For goods with lower value, we will process a refund in lieu of reshipment. Never send parcels back without our prior authorization and confirmed return address.

F. Damaged or Defective Goods Upon Receipt

If you discover broken packaging, damaged products or defective items after unpacking, please submit your claim to us within 48 hours after delivery. Preserve all original outer packaging, boxes and accessories for inspection verification. Only standard second-class return postage will be reimbursed for valid claims. Applications raised beyond the 48-hour window will not be accepted.

G. Non-Returnable & Non-Exchangeable Scope

The following circumstances are not eligible for refunds, exchanges or compensation:

1. Product deterioration, spoilage or quality issues arising from improper storage by the buyer;
2. Expiry degradation caused by delayed parcel collection by the recipient;
3. Artificial damage, extrusion, breakage or contamination due to improper handling;
4. All opened dietary supplements (restricted by Australian food hygiene regulations).

H. Warranty Provisions

All our dietary nutritional supplements are covered under shelf-life warranty in compliance with Australian Consumer Law (ACL). We guarantee all goods are valid and within the expiry date when dispatched. No additional extended hardware warranty service is applicable to nutritional supplements.