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This Returns, Refunds and Exchanges Policy applies to orders placed through our online store.

1. Return Period

Return requests must be submitted within 14 days after the order is delivered.

Return requests submitted after 14 days from delivery may not be accepted unless required by applicable law.

2. Return Authorization

Returns must be authorized by our support team before being sent back.

Return requests must be submitted through the customer account portal or by contacting our support team with the order number, reason for return, and relevant photos or supporting information where applicable.

If the return request is approved, return instructions and the return address will be provided by email.

Items returned without prior authorization may not be accepted.

3. Eligible Return Items

To be eligible for return, items must be:

  • Unopened;

  • Unused;

  • Sealed;

  • In their original packaging;

  • In the same condition as received;

  • Accompanied by proof of purchase or order information.

For product safety reasons, opened supplements, used products, broken-seal items, or products that are not in their original condition are not eligible for return unless the product arrives damaged, defective, incorrect, or otherwise does not match the order due to our error.

4. Vietnam Orders

For Vietnam orders, returns are subject to product safety, customs, and supplement handling requirements.

Opened or broken-seal supplement products are not eligible for return due to product safety and hygiene reasons, unless the product arrives damaged, defective, incorrect, or does not match the order due to our error.

Customers may be required to provide photos, videos, packaging information, delivery information, or other supporting materials to help us review the return, refund, or exchange request.

5. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, incorrect, or do not match the order due to our error:

  • Opened supplement products;

  • Used products;

  • Products with broken seals;

  • Products without original packaging;

  • Products damaged after delivery due to misuse, improper storage, or customer handling;

  • Gift cards;

  • Products that cannot be returned for product safety, hygiene, customs, or regulatory reasons.

6. Damaged, Defective, Incorrect, or Missing Items

Customers should inspect the order upon delivery and contact us as soon as possible if the item is damaged, defective, incorrect, or missing.

To help us review the issue, customers may be asked to provide:

  • Order number;

  • Photos or videos of the product;

  • Photos of the outer packaging;

  • Photos of the shipping label;

  • Description of the issue.

If the issue is confirmed to be caused by our error, we may offer a replacement, exchange, refund, or other appropriate solution in accordance with applicable law.

7. Return Shipping Cost

For returns due to customer preference, ordering the wrong item, change of mind, or other reasons not caused by our error, the customer is responsible for the return shipping cost.

For returns caused by our error, such as damaged, defective, incorrect, or missing items, we will provide further instructions and may cover the applicable return shipping cost where required.

Original shipping fees are non-refundable unless the return is caused by our error or otherwise required by applicable law.

8. Refunds

Once the returned item is received and inspected, we will notify the customer whether the refund has been approved.

If approved, the refund will be processed to the original payment method where possible.

The time required for the refund to appear may vary depending on the payment provider, bank, or card issuer.

If a refund is approved for a returned package, any applicable original shipping fees, return shipping costs, customs charges, storage fees, handling fees, or other non-recoverable costs may be deducted from the refund amount, unless the return is caused by our error or otherwise required by applicable law.

9. Exchanges

Exchanges may be available depending on product availability, order status, product condition, and applicable return requirements.

If an exchange is approved, the customer may be responsible for any price difference, additional shipping cost, customs charge, or related fee unless the exchange is caused by our error or otherwise required by applicable law.

10. Failed Delivery or Returned Packages

If a package is returned due to an incorrect address, failed delivery attempt, refusal to accept the package, unpaid duties or taxes, customs issues, or failure to collect the package, the customer may be responsible for any related return shipping cost, re-shipping cost, customs fee, storage fee, handling fee, or other non-recoverable cost.

If re-shipment is requested and available, an additional shipping fee may apply.

If a refund is approved for a returned package, any applicable shipping fees, return costs, customs charges, handling fees, storage fees, or other non-recoverable costs may be deducted from the refund amount, unless otherwise required by applicable law.

11. Product Safety and Inspection

Returned products may be inspected before any refund, replacement, or exchange is approved.

We reserve the right to refuse a return, refund, or exchange if the product has been opened, used, damaged after delivery, tampered with, returned without authorization, or returned in a condition that does not meet this policy, unless the issue is caused by our error or otherwise required by applicable law.