Refunds & Reshipment Policy

At a glance, here's how we handle the three most common scenarios customers encounter:

If a product arrives damaged in transit — for example, a cracked vial, crushed box, or compromised seal — we will arrange a free replacement for the affected item(s).

To qualify for a replacement, you must:

• Contact us within 48 hours of delivery.
• Provide unboxing photos or video clearly showing the damage.
• Include your order number in the message.
• Keep the item and its packaging available for potential inspection.

Once we've verified the claim, we'll dispatch a replacement at no cost to you. In rare cases where a replacement isn't possible (e.g. product discontinued), we'll offer a store credit or refund.

If your order arrives incomplete — a product is missing from a multi-item order, or you received fewer units than expected — we will send the missing item(s) free of charge.

Please provide:

• Your order number and the specific item(s) missing.
• An unboxing photo or video showing the contents received.
• Confirmation of the delivery date.

The same 48-hour reporting window applies to missing item claims. Please contact us as soon as you notice the discrepancy.

We guarantee delivery on every completed order. If official carrier tracking indicates that a package is stuck or lost in transit beyond the expected delivery window, we will re-ship your order free of charge.

Before we re-ship, we may ask you to:

• Confirm your delivery address is correct and accessible.
• Check with neighbours or your local depot in case the parcel was left elsewhere.
• Allow the carrier's standard investigation window to complete.

If the package is subsequently delivered after we've re-shipped, we ask that you contact us so we can coordinate a return of the duplicate.

Due to the nature of our product catalog — including safety, hygiene, and regulatory requirements — opened or tampered items cannot be returned or resold.

This policy applies regardless of whether the item has been used. If you have a quality concern about a product you've opened, contact us with photos and your order number — we'll assess the situation case-by-case and may offer a replacement at our discretion.

The cancellation window depends on the stage your order is in:

Filing a claim is straightforward. Follow these steps for the fastest possible resolution:

In most cases, our preferred resolution is a free replacement or reshipment, because our goal is to get your products to you. However, refunds or store credit may be issued in the following situations:

• The specific product is out of stock or discontinued and cannot be replaced.
• A claim is approved but a partial refund is more practical than reshipment.
• Exceptional circumstances approved at our discretion.

Refunds are issued to the original payment method where possible. Processing times depend on your bank or payment provider — typically 3–10 business days for bank transfers and Bitcoin payments, and faster for instant payment methods.

This policy does not cover the following situations:

• Items reported more than 48 hours after delivery.
• Damage caused by improper storage or handling after delivery (e.g. exposure to heat, moisture, or light).
• Items that have been opened, used, or tampered with after delivery.
• Packages seized or confiscated by customs or regulatory authorities in jurisdictions where the products are prohibited.
• Orders placed with inaccurate delivery information provided by the customer.
• Claims that cannot be substantiated with photos, video, or other evidence.
• Change of mind after dispatch.

Our support team is available 24/7 and responds almost instantly. If you need to file a claim, ask a question about this policy, or check the status of an existing claim, reach out via either channel below.