Refund Eligibility
A refund or replacement is available in the following cases:
| Case | Handling |
|---|---|
| COA deviation | Replacement or refund if an accredited third-party laboratory shows a material deviation from the batch COA, claimed within 30 days of receipt, product sealed and properly stored |
| Damaged in transit | Replacement of affected items; reported within 48 hours of receipt with photographs |
| Lost shipment | Re-sent once the carrier confirms non-delivery |
| Wrong item shipped | Replacement or refund of the affected items |
Non-Refundable Items and Situations
The following are not eligible for refund:
- Custom synthesis and OEM programs after synthesis work has begun, except where the product deviates from the agreed specification
- Products that have been opened, reconstituted, or stored outside the stated conditions
- Non-delivery caused by an error in the address the buyer provided
- Orders cancelled by the buyer after production or dispatch has started
- Claims submitted outside the stated windows above
Order Cancellation
Stock catalog orders may be cancelled before dispatch without charge. Once a stock order has shipped, it cannot be cancelled; the resolution paths above apply. Custom synthesis and OEM orders follow the cancellation terms stated in the quotation, including any deposit terms.
How to Request a Refund or Replacement
- Contact us at [email protected] or WhatsApp +64 2102668969 with your order reference and batch number.
- Include photographs (and an unboxing video where applicable) for damage claims.
- For COA deviation claims, attach the third-party laboratory report identifying the batch.
- We review the claim and respond with a resolution within a reasonable time.
How Refunds Are Processed
Approved refunds are returned by the same payment method used for the order where possible. For bank transfers, refunds are sent to the account from which payment was received; where this is not possible, we will agree an alternative with you in writing. Additional verification may be required before any refund destination is accepted. Refund timing depends on the payment method and may take several business days to appear.
Relationship to Other Policies
Delivery issues are handled under the Shipping Policy. The quality terms behind COA deviation claims are set out in the Terms & Conditions. The 30-day window runs from the delivery date recorded by the carrier.
Contact
Refund questions: [email protected] or WhatsApp +64 2102668969.