Refund & Return Policy

In short: you have 30 days from delivery to tell us a product is not right for you — an opened bottle is fine, that is what the guarantee is for. You start the return from your account, we send the instructions, you post the parcel back at your own cost, and the money goes back to whatever you paid with once the parcel reaches us.

1. The 30-day guarantee

Supplements are personal. If a product does not suit you, tell us within 30 days of the day your order was delivered and we will take it back. You do not have to justify the decision, and you do not have to leave a bottle unopened: we would rather refund an order than have you finish something you did not get on with. This policy forms part of our Terms of Service.

2. What we take back

Anything bought from this store, opened or unopened, within the 30-day window. Please send back what is left of the product together with its packaging, so we can identify the batch.

The few things we cannot accept: a request made after the 30 days have passed, an item that was not bought from this store, and an item damaged after delivery by something other than normal use. If we cannot accept a return you are told why by email, and nothing is disposed of without asking you first.

3. How to start a return

Sign in, open Account → Orders, choose the delivered order and select the return option. Pick the items and quantities — returning part of an order is fine — tell us what went wrong, and add up to three photos if it is something we should see, such as a broken seal. You get a return number straight away and can follow its progress on the same page.

If you cannot sign in, or the order was placed before you had an account, write to [email protected] with your order number and we will handle it by email.

4. What happens next

A person reviews every request and answers by email, normally within one working day. If it is approved, the email and your account page carry the return instructions and the address to send the parcel to. Once you have posted it, add the tracking number to the return in your account so that we can follow it.

If we cannot accept the return, the email says why and you can reply to it.

5. Who pays the postage

Return postage is yours to pay. The approval email tells you where to send the parcel; choose any service you like, but use one with tracking, because a parcel we never receive cannot be refunded. Keep the proof of postage until the refund reaches you. If the return is our mistake — a damaged, missing or wrong item — we cover the postage instead; see section 7.

6. When you get your money

We refund as soon as the parcel reaches us and we have checked what is inside. The money always goes back to the method you paid with:

• Card, Apple Pay, Google Pay or Link — refunded through to the same card. Depending on your bank it can take 5–10 working days to appear on your statement.
• Cryptocurrency — a crypto payment cannot be reversed automatically, so we arrange the refund with you by email and send it to a wallet address you confirm.

If you send back a whole order we refund the delivery charge as well. If you keep part of it, the delivery charge stays, because the parcel was still sent. You get an email for every refund showing the amount.

7. Damaged, missing or wrong items

Tell us as soon as you notice, and photograph the parcel and the item if you can — it settles these cases in one email. We put it right with a replacement or a refund, and we tell you whether we need the item back before we do. A problem of this kind is never counted against your 30-day guarantee.

8. Cancelling before your order ships

While an order is still being prepared you can cancel it yourself from Account → Orders; if it was already paid, the refund starts automatically. Once the parcel has been handed to the carrier it is too late to cancel — wait for it to arrive and send it back under this policy. An order that is never paid is released on its own: 60 minutes for a card order, and for a cryptocurrency order the window shown on the payment page.

9. Subscriptions

Every subscription delivery is covered by the same 30-day window as a one-off order. Cancelling a subscription stops future charges but does not refund a delivery that has already been shipped — send that one back in the normal way. See the subscription terms.

10. Refunds with nothing to send back

Sometimes the fault is ours: an item turns out to be unavailable, we decline an order, or a price was shown incorrectly and you would rather not go ahead at the corrected price. In each case you get the money back in full and there is nothing to return.

11. Your statutory rights

This policy is offered on top of — never instead of — the rights the mandatory law of your own country gives you as a consumer, including any statutory withdrawal period and any remedy for goods that are faulty or not as described. Where a rule of your country gives you more, that rule wins.

12. Contact

JOESAN INC, 30 N Gould St Ste R, Sheridan, WY 82801, USA — [email protected], +1 6462729024, or the contact form.