Return & Replacement Policy

Overview

The products we sell are sealed food supplements meant to be swallowed. For your safety and everyone else's, we cannot resell a product once it has left our control and its seal is broken. Returns are therefore limited to genuine problems with the parcel we sent, and every claim is verified carefully. This protects honest customers from tampered goods and protects the store from fraudulent claims.

This policy sits alongside your rights under the Consumer Protection Act, 2019 — a genuinely defective or wrongly supplied product will always be put right.

A parcel-opening video is compulsory

For ANY return or replacement claim — damage, leakage, a wrong item, a missing item, or a broken seal — you must provide a single, continuous, unedited video of the parcel being opened. There is no exception to this. Without a valid opening video, a claim cannot be verified and will not be accepted.

The video is the fair way to settle a claim: we film every order as it is packed and sealed, and your opening video is matched against it. Please record it as follows:

• Start recording BEFORE you touch the seal, clearly showing the sealed outer parcel and the shipping label with your order number.
• Film in one continuous take, with no cuts, pauses, edits, or camera changes.
• Show the tamper-evident seal and each product's factory seal before opening them.
• Open the parcel and each product on camera, clearly showing the problem you are reporting.
• Keep the video steady and well-lit so labels, seals, and batch numbers are readable.

What qualifies for a return or replacement

We accept a claim only where ALL of these are true, and the opening video proves it:

• The claim is one of: product damaged or leaking in transit, a wrong product delivered, a missing product from the order, a manufacturing defect, or the item arrived with its factory seal already broken or tampered.
• The problem is clearly visible in a valid, continuous parcel-opening video that starts before the seal is touched.
• For a wrong-item or missing-item claim, the product is unused and its factory seal is still fully intact.
• The claim is raised within the return window below, with photos and your order number.

Seal and condition requirements

Except for the specific damage you are reporting, the product and its packaging must be in the same sealed condition in which it arrived. A product whose factory seal has been opened by you — for any reason other than a defect shown in the opening video — cannot be returned, because we cannot resell or verify an opened supplement.

What we cannot accept

To keep prices fair and prevent misuse, the following are NOT eligible for return or replacement:

• Any claim without a valid, continuous parcel-opening video.
• Products that have been opened, used, consumed, or had their factory seal broken by the customer.
• “Change of mind”, or ordering the wrong flavour, size, or variant by mistake.
• Dislike of taste, texture, smell, or results — these are subjective and not defects.
• Products bought on clearance, or sold as short-dated or near-expiry with that clearly stated.
• Free gifts, samples, and promotional items.
• Claims raised after the return window, or where the opening video does not match the packed order.
• Minor differences in packaging, label design, or flavour shade due to a manufacturer batch update.

How and when to raise a claim

Raise your claim within 48 hours of delivery. After this window, and once the seal has been broken, a claim can no longer be verified. To raise one, contact us on the details on our Contact page with:

• Your order number.
• The single, continuous parcel-opening video.
• Clear photos of the product, the damage or issue, the batch number, and the shipping label.
• A short description of the problem.

How we verify a claim

Once we receive your video and photos, our team reviews them against our own packing footage for that order. We may ask a few questions or, for some claims, arrange for the product to be picked up and inspected before a decision. We aim to decide within 3–5 business days of receiving everything we need, and we will tell you the outcome and the reason.

How we resolve an approved claim

Where a claim is approved, we replace the product with the same item wherever it is in stock. If a replacement is not available, we issue a refund under our Refund Policy. You will not be charged again for a replacement of a genuinely defective or wrongly supplied item, and any reverse pickup we arrange for an eligible claim is at our cost.

Contact us

To raise a return or replacement, or to ask a question, reach us on the phone, WhatsApp, or email on our Contact page and in the site footer, with your order number and video ready.