Refund Policy

1. Policy Overview

This official Refund Policy clearly defines the standardized refund rules, applicable scenarios, processing procedures, and timeframes for all orders placed on our official website. This policy applies to all customers worldwide who purchase our basic collagen peptides, formulated beauty collagen, functional nutritional supplements, and limited-edition flavored collagen products. We adhere to fair, transparent, and customer-oriented service principles to ensure every refund request is processed efficiently and compliantly. All product prices on the website are uniformly denominated in USD, and all orders enjoy free shipping with no hidden fees.

2. Refund Eligibility

Customers are eligible to apply for a refund in compliance with our 60-day return and refund rule. A valid refund application can be initiated within 60 days after the customer receives the ordered products, under the following eligible circumstances:
  • The customer is unsatisfied with the product and applies for a return and refund within the valid period, with the products kept in original unopened, unused, and resalable condition;
  • Customers receive incorrect products, missing items, damaged goods, or defective quality products caused by our side or logistics errors;
  • Orders with abnormal order processing or delivery failures confirmed by our official team.
We reserve the right to reject refund requests for invalid applications, including but not limited to expired application time, artificially damaged products, used products, damaged original packaging that affects resale, and refund requests for no legitimate reason.

3. Standard Refund Processing Timeframe

We follow a unified and fixed refund processing cycle for all eligible refund requests. After our team receives, verifies, and approves your returned items or confirms the valid refund reason, all refunds will be fully processed within 5–10 business days.
Please note that the 5–10 business days is our internal official processing period. The actual arrival time of the refund in your payment account is subject to the processing rules and working cycle of your payment platform, bank, or third-party payment institution, which is beyond our operational control.

4. Refund Calculation Rules

All orders on our website enjoy global free shipping, with no shipping fees, handling fees, or hidden logistics charges for any order. Therefore, no shipping cost deduction will be applied to eligible refunds.
For valid full return applications, we will refund the full product payment paid by the customer (denominated in USD). For partial return applications for multiple-product orders, we will refund the corresponding unit price of the returned products based on the actual payment amount.
Any currency conversion fees, bank service fees, or platform handling fees incurred during payment and refund are borne by the customer, unless the fee deduction is caused by our official operational errors.

5. Order Processing & Delivery Related Refund Provisions

All orders will be processed and arranged for shipment within 1–3 business days after payment confirmation. The unified global delivery time is 6–12 business days, with no distinction between domestic and international delivery standards, and no expedited delivery service is provided.
Refund applications due to normal delivery time waiting will not be accepted, as the 6–12 days delivery cycle is our official unified standard. If the order is not shipped beyond the standard 1–3 business days processing period, customers can apply for a full refund before the order is dispatched.

6. Refund Application Process

We do not accept any private or third-party refund applications. All refund and return requests must be submitted through our official channel. If you need to apply for a refund, please visit our Contact Us page to contact our customer service team, follow the official guidance to submit relevant order information and application materials, and complete the refund verification process.
Our customer service team will review your application in a timely manner, confirm the eligibility of the refund, and inform you of the subsequent processing steps including product return requirements (if applicable).

7. Non-Refundable Situations

The following situations are not covered by our refund policy, and we will reject the refund application:
  • Refund applications submitted more than 60 days after product receipt;
  • Products that have been opened, used, consumed, or damaged artificially by customers;
  • Product damage caused by improper customer storage, use, or external environmental factors;
  • Invalid refund requests for subjective reasons that do not conform to official policy;
  • Orders that have been successfully delivered and signed for normally without valid quality or service problems.

8. Policy Updates & Interpretation

We reserve the right to update and optimize this Refund Policy in real time according to business operation adjustments. The updated policy will be displayed on this page and take effect immediately after publication. Your continued purchase and use of our website services will be deemed as acceptance of the latest refund policy terms.

9. Contact Information

If you have any questions, disputes, or consultation needs about refund rules and processing procedures, please contact our official team through the Contact Us page of the website for professional and standardized assistance.