Refund policy

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

1. Return Period

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

Requests submitted more than 14 days after delivery may not be accepted unless otherwise required by applicable law.

2. Return Authorization

All returns must be authorized by our support team before the products are sent back.

Customers must submit a return request through the customer account portal or contact our support team and provide:

  • The order number;
  • The reason for the return;
  • Relevant photos, videos, or supporting information, where applicable.

If the request is approved, we will provide the return instructions and return address by email.

Products returned without prior authorization may not be accepted.

3. Eligible Return Items

To be eligible for return, products must be:

  • Unopened;
  • Unused;
  • Sealed;
  • In their original packaging;
  • In the same condition as received;
  • Accompanied by proof of purchase or relevant order information.

For product safety reasons, opened supplements, used products, products with broken seals, or products that are no longer in their original condition are not eligible for return unless they arrived damaged, defective, incorrect, or otherwise did not match the order due to our error.

4. Vietnam Orders, Shipping, Taxes and Delivery

All products are shipped from the United States.

The listed product prices include all applicable value-added tax (VAT), import duties, and customs-clearance fees. Customers will not be required to pay any additional import VAT, import duties, or customs-clearance fees upon delivery.

Any separate outbound shipping charge, if applicable, will be clearly displayed during checkout.

Estimated delivery to Vietnam is approximately 10 business days after the order has been processed.

Returns for orders delivered to Vietnam remain subject to applicable product-safety, customs-handling, hygiene, and supplement-handling requirements.

Opened supplements or products with broken seals are not eligible for return due to product-safety and hygiene requirements unless they arrived damaged, defective, incorrect, or did 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 assist us in reviewing a return, refund, or exchange request.

5. Non-Returnable Items

The following products are not eligible for return unless they arrived damaged, defective, incorrect, or did not match the order due to our error:

  • Opened supplement products;
  • Used products;
  • Products with broken seals;
  • Products without their 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-handling, or regulatory reasons.

6. Damaged, Defective, Incorrect or Missing Items

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

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

  • The order number;
  • Photos or videos of the product;
  • Photos of the outer packaging;
  • Photos of the shipping label;
  • A description of the issue.

If we confirm that the issue was caused by our error, we may offer a replacement, exchange, refund, or another appropriate solution in accordance with applicable law.

7. Return Shipping Costs

For returns resulting from customer preference, ordering the wrong product, a change of mind, or another reason not caused by our error, the customer is responsible for the return shipping costs.

For returns caused by our error, including damaged, defective, incorrect, or missing products, we will provide further instructions and may cover the applicable return shipping costs.

Any separately charged original outbound shipping fee is non-refundable unless the return was caused by our error or a refund is otherwise required by applicable law.

8. Refunds

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

If approved, the refund will be issued to the original payment method wherever possible.

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

For customer-initiated returns, any applicable original outbound shipping fees, authorized return shipping costs, carrier-imposed return fees, storage fees, handling fees, or other non-recoverable costs may be deducted from the refund amount.

No such deduction will be made for costs caused by our error unless otherwise permitted or required by applicable law.

Import VAT, import duties, and customs-clearance fees applicable to the original delivery are already included in the listed product price and will not be charged separately to the customer.

9. Exchanges

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

If an exchange is approved, the customer may be responsible for any price difference or additional shipping costs unless the exchange was required because of our error.

Any applicable import VAT, import duties, and customs-clearance fees for the approved replacement shipment will be covered in accordance with our stated pricing policy and will not be separately charged upon delivery.

10. Failed Delivery or Returned Packages

If a package is returned because of an incorrect or incomplete address, an unsuccessful delivery attempt, refusal to accept the package, failure to provide information reasonably required for delivery or customs processing, or failure to collect the package, the customer may be responsible for any resulting:

  • Return shipping costs;
  • Re-shipping costs;
  • Storage fees;
  • Carrier handling fees;
  • Other non-recoverable costs caused by the failed delivery.

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

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

Customers will not be separately charged import VAT, import duties, or customs-clearance fees for the original delivery, as these charges are included in the listed product price.

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 prior authorization, or returned in a condition that does not comply with this policy, unless the issue was caused by our error or the return is otherwise required by applicable law.