Return & refund policy

Our promise

We want every order to arrive complete, sealed and in good condition. If something goes wrong, tell us and we’ll make it right.

Damaged, leaking, wrong or missing items

Request a refund from your order page within 48 hours of delivery. Please attach a photo of the parcel and the item. Once checked, we’ll send a replacement or refund you in full.

Lost or undelivered parcels

If your parcel is marked lost by J&T Express, or hasn’t arrived 10 days after shipping, request a refund from your order page. We’ll check with J&T Express and either resend your order or refund you in full.

Change of mind

For safety and hygiene reasons we can’t accept returns of opened vials. Unopened, sealed items may be returned within 7 days of delivery:

• Request a refund from your order page first and wait for our reply
• Return shipping is paid by the customer
• We refund the item price once it reaches us sealed and unopened (shipping fees are not refunded)

Cancelling an order

You can cancel your order from your order page any time before you pay. Once your payment is confirmed, ask for a refund instead.

How refunds are sent

Refunds are sent to the GCash, Maya, GoTyme or bank account you give us in your refund request, usually within 3–5 business days after approval. You’ll get an email with the amount and reference number, and your receipt is updated.

Questions

Contact us with your order number and we’ll be happy to help.