For health and hygiene reasons, we do not offer refunds or exchanges. However, we offer replacements for damaged, defective or wrong products, subject to our approval.
If you have received damaged, defective or wrong products please send us a message via "My Account" > "View Order" > "Shop and Customer Comments" section (for members), email us at sales@keyspeutic.com,
or WhatsApp us at +852 9731 4516,
with details and photos of the affected products along with your Order Number to apply for replacement within 7 days of receiving your order (based on the carrier recorded delivery date and time). We will review the provided information and notify you on whether your application for replacement is approved or rejected.
If your application for replacement is approved, we will send to you the instructions for shipping the affected products with their original packaging back to us, where we will be responsible for this return shipping fee. However, we will not be responsible for any delayed or lost return shipments. Once we have received, inspected and verified that the returned products qualify for replacement, we will notify you and ship the replacement to you at no additional costs.
Please note that we will not be able to accept any application for replacement that is sent to us more than 7 days after the order has been received (based on the carrier recorded delivery date and time). Products shipped back to us without an approved application for replacement will be disregarded and may be discarded without notice. Only one replacement will be considered for each order. We will not be able to replace products that have been used, tampered with or deliberately damaged, or products with missing, covered or unreadable expiry dates or batch numbers.
Keystar Therapeutics Limited reserves the rights, at its sole discretion, to reject any application for replacement it deems inappropriate or inadequately supported, and to refuse replacement for returned products it deems unqualified for replacement.