We strive to provide the best shopping experience for all our customers. We will process a Refund, Resend, or Accept a Return under the following conditions:
1. Orders Delayed
We will refund or resend orders if there is no tracking information, or if the order status is in transit, pending, or expired after 60 days from the date the order left our warehouse. Please note that shipping timelines may vary for certain countries:
- For Brazil, refunds or resends will be processed after 110 days, due to customs clearance delays.
In cases where an order arrives at the local post office but remains pending due to an incorrect address, unclaimed package, or other reasons such as “No such number,” we recommend that customers contact the local post office directly. We are not responsible for refunds in such cases as it is the responsibility of the local postal service.
2. Orders Not Received
We will not issue refunds or reshipments if the tracking information shows that the order has been delivered.
- If you have not received the package, a non-delivery certification issued by your local post office, with an official seal, will be required for a refund or resend.
- If the tracking information shows an Alert, possible reasons include:
- Incorrect or insufficient address
- No such number
- Unknown recipient
- Refused delivery
- Failure to pick up in time
- No safe delivery location
- Uncleared customs
- Others
Local postal services will generally attempt to deliver the package 1-3 times. If the package is not claimed during this time, it will be held at the local post office for 3-7 days before being returned to the sender. We do not take responsibility for products lost during the return journey.
3. Products Damaged
If your product arrives badly damaged, we will offer a full refund or replacement.
- We do not offer refunds or after-sale services for damaged packaging boxes due to the nature of international shipping.
- Claims for damaged products must be submitted within 3 days of delivery.
4. Incorrect or Missing Products
All products undergo strict quality checks before shipping. If an error occurs, we will resolve it as follows:
- For incorrect products, we will provide a full refund or replacement.
- For color or size discrepancies that do not affect functionality, we offer a partial refund.
- For missing parts that do not affect product function, we may issue a partial refund or resend the missing part. If missing parts affect functionality, we will resend the entire product.
5. Orders Cancellation
Orders cannot be canceled or refunded once they have been shipped.
- Once your order has shipped, changes to the product (size, color, type, etc.) are not possible, and therefore these reasons cannot be grounds for cancellation or refund.
If you need assistance selecting the right product, please reach out to our customer service team before placing your order.
6. Digital Products
Refunds or cancellations are not available for digital products once the order has been processed. Please ensure that the digital product selected meets your needs before completing the purchase, as all sales are final.
Important Notes
- We do not take responsibility for shipping delays or damages caused by third-party situations, including but not limited to: pandemics, international disputes, strikes, natural disasters (e.g., earthquakes, floods, storms), or customs inspections.
- For more information on shipping, please refer to our Shipping Policy.
Non-Returnable Items
Certain items, including earrings and hair accessories, are non-returnable for hygiene reasons. Additionally, sale items and gift cards cannot be returned.
If you have questions about whether your item qualifies for a return, please contact us.
Unacceptable Disputes
We will not accept disputes for the following reasons:
- You do not like the product.
- The product description does not match your personal expectations.
- Products have an unusual smell.
- You ordered the wrong item or color.
- The shipping address provided was incorrect.
- Pre-negotiated differences in the product.
- Tracking information deleted by logistics companies or local post offices.
For more information, please visit our FAQ page or contact us at [Your Email].
If you have any additional questions or comments, don’t hesitate to reach out to our support team at contact@reikihealerhub.com .