Updated: 03 October 2026

Returns & Refunds

We want order problems to be handled fairly while protecting product safety and integrity. Because our catalogue includes medicines, topical products, supplements and hygiene-sensitive items, some products cannot be accepted back once dispatched or opened.

01

Contact Us Before Returning Anything

Do not send a product back without contacting customer support first. An unauthorised return may not be identifiable or eligible for processing.

02

Items That May Be Eligible for Review

  • An incorrect product or variation was supplied.
  • The product arrived damaged in transit.
  • A sealed, non-hygiene-sensitive item is eligible for return under the conditions communicated by customer support.
  • Another documented order problem requires review.
03

Items Normally Not Eligible for Return

  • Opened or used medicines.
  • Opened topical treatments, shampoos, serums or supplements.
  • Used derma rollers or other hygiene-sensitive tools.
  • Products with broken seals or altered packaging where the issue was not caused in transit.
  • Items returned without prior authorisation or sufficient order identification.
04

Reporting an Incorrect or Damaged Order

Contact us promptly with your order number, a description of the problem and clear photographs of the item, packaging and shipping label where relevant. Do not discard the affected product until the review is complete.

05

Refund Review

Where a refund is approved, the refund method and processing route will depend on the original transaction and the circumstances of the order. Financial institutions and payment services may require additional time to post an approved refund.

06

Shipping and Customs Issues

Refund or replacement eligibility for delayed, refused, returned or customs-affected shipments depends on the circumstances and available tracking evidence. Customers remain responsible for complying with destination-country import requirements.