Shipping Policy
Shipping Policy & Professional Use Compliance Statement
Goods Delivery
Delivery Address and Responsibilities:
Goods will be dispatched to the address provided by the Buyer, as specified in their account and confirmed prior to shipment. It is the Buyer’s responsibility to ensure arrangements are in place to receive the delivery at the specified address and date.
Professional Verification & Licensing Compliance:
All products listed and sold on our platform are intended strictly for professional use only. Upon placing an order, our system initiates a 24-hour verification window during which we confirm that the customer is a licensed medical or cosmetic professional. During this period, our team will reach out directly to the customer to verify their credentials. Orders will only be processed once professional status is confirmed.
We do not sell to individuals without a valid license, nor do we sell to regions where the product is not certified or approved by the local regulatory authorities. Every effort is made to ensure full legal compliance with both the country of origin and the recipient’s location.
Parcel Tracking and Customs:
Tracking numbers will be sent via email once the order has been shipped. All orders are subject to standard customs inspections and regulations.
Cross-Border VAT and Import Tax:
Buyers are responsible for paying any applicable import taxes, VAT, or customs duties based on their country’s regulations. These are not included in the order total.
Product Handling in Transit:
Toxins and temperature-sensitive items are shipped in insulated boxes with ice packs to maintain temperature during transit (2–8°C). Minor temperature fluctuations may occur and may affect efficiency by up to 10%. We do not accept returns or refunds based on temperature deviation during delivery.
Order Holds and Out-of-Stock Items:
Orders may be placed on hold for verification or Buyer response. If we do not receive a response within 24 hours, the order will proceed based on available inventory. If items are out of stock, remaining items will ship, and a store credit will be issued for the unavailable items.
Claims and Parcel Handling
Missing Items:
Claims for missing items must be accompanied by a video recording of the unboxing process.
Non-Delivery:
Customers must track parcels and contact their local courier for delays. Failure to collect or arrange delivery, resulting in a returned package, is not eligible for refund.
Claims Window and Processing:
All claims must be submitted within 30 days of delivery. Investigations for missing or damaged parcels may take up to 14 days.
Damaged, Defective, or Incorrect Products:
Must be reported within 30 days of delivery. Supporting photos/videos are required for any refund or replacement.
Returns and Refunds
Buyer’s Remorse & Expiration:
Refunds for buyer’s remorse only apply to unopened, undamaged products in original packaging. Refunds are not provided for expiration complaints if the item is delivered with sufficient shelf life.
Performance-Based Refunds:
Refunds based on product performance must include detailed video documentation of the unboxing and product application.
Damaged Packaging or Saline:
Refunds for damaged packaging or saline require evidence. Cosmetic damage to packaging alone (with intact product) does not qualify for refund.
Customs, Duplicate Payments, and Orders
Customs Assistance:
Customers are responsible for customs clearance. Our team may assist by providing documents. If a package is confirmed held by customs, the Buyer may choose free reshipping or a full refund.
Duplicate Transactions:
Duplicate payments will be refunded as store credit. Duplicate orders will be processed based on Buyer response; if none is received within 24 hours, store credit will be issued.
Acceptance of Goods and Risk Transfer
Inspection & Risk:
Goods are considered accepted 24 hours after delivery unless a defect is reported. Risk transfers to the Buyer upon delivery.
Title Retention:
Until payment is complete, goods remain the property of the Seller and are held by the Buyer as bailee.
Shop Policies and Sale Terms
During Sales:
No changes to shipping details post-purchase. Cancellations are not permitted after payment. Shipping delays or memos cannot be applied. Sale items have a minimum 3-month expiration from the delivery date.
Shipping & Discounts:
Discounts must be applied at checkout. Delivery address changes are not accepted during sale periods.
Shipping Timeline
Domestic: 3–7 business days.
International: 3–7 business days (up to 8 days for Canada).
We are not responsible for customs-related delays.
Review and Feedback Policy
Customer reviews must be relevant. Only first names are used. Shared media may be used for marketing purposes.
Compliance Reminder
We operate under full compliance with Shopify’s Terms of Service and applicable local laws. We do not advertise or sell prescription-only products to non-licensed individuals and reserve the right to refuse or cancel any order that fails to meet our professional verification process.
