Return Policy

Return, Exchange and Refund Policy

Forever Health 恆健藥業有限公司 is committed to product quality and a reliable customer shopping experience. As our products are ingestible health food / wellness products, for quality, hygiene and product safety reasons, products sold are generally non-returnable, non-exchangeable and non-refundable unless the item received is damaged, incorrect, expired, or found upon verification to have a quality issue.

1. Eligible Return or Exchange Situations

If you discover any of the following issues after receiving your order, please contact our customer service team within 7 calendar days from the date of receipt:

You received the wrong product
The quantity received does not match your order
The product was visibly damaged during delivery
The product packaging is damaged, leaking, or has an abnormal seal
You received an expired product
The product has another verified quality issue

Once we have received the relevant information and verified the situation, we may arrange a replacement, reshipment, or refund, depending on the circumstances.

2. Situations Not Eligible for Return, Exchange or Refund

We are unable to accept return, exchange or refund requests in the following situations:

The request is due to personal preference, incorrect purchase, or change of mind
The customer is dissatisfied with the taste, smell, packaging appearance, or personal experience of the product, but there is no product quality issue
The product has been opened, consumed, or is no longer in its original complete condition, unless the issue is related to a verified product quality problem or delivery damage
The issue results from failure to follow the product instructions, storage requirements, or recommended directions for use
The issue is caused by incorrect delivery address or contact information provided by the customer, or failure to receive the parcel
The request is made more than 7 calendar days after receipt of the product
The customer cannot provide order details, product photographs, or other reasonable supporting information
The product has been returned or disposed of without prior confirmation from our customer service team

3. How to Request a Return, Exchange or Refund

To submit a request, please contact us through our official customer service channels within 7 calendar days from the date of receipt, and provide the following information:

Customer name
Order number
Contact telephone number or email address
Product name and quantity concerned
Reason for the request
Clear photographs showing:
- The outer packaging
- The product itself
- Batch number and expiry date information
- Any damaged, incorrect or problematic area
- Delivery packaging, if the issue relates to transportation

After receiving your information, we will review the case and notify you of the appropriate next steps as soon as reasonably practicable.

4. Return, Exchange and Refund Process

Contact customer service and submit supporting information
↓
Our team verifies the order and product condition
↓
We confirm the handling method: reshipment / replacement / refund
↓
Retain or return the relevant product according to our instructions
↓
Arrangement completed

Please do not return or dispose of any product before receiving confirmation from our customer service team. Otherwise, we may not be able to process the request or cover any related return costs.

5. Exchange Arrangements

If your request is verified and eligible for exchange, we will arrange a replacement of the same product where available.

If the relevant product is out of stock or cannot be replaced, we may:

Arrange a refund; or
With your agreement, replace it with another product of equivalent value.

Where the issue is caused by an incorrect item, delivery damage, or a verified product quality issue, reasonable delivery arrangements for the exchange will be handled by the company according to the circumstances of the case.

6. Refund Arrangements

Where a refund is approved after verification, it will be processed through the original payment method where possible, or through another method agreed with the customer.

Credit Card or Electronic Payment

Refunds will normally be returned to the original payment method. The actual processing and posting time may vary depending on the bank, credit card issuer, or payment service provider.

Other Payment Methods

If a refund cannot be processed through the original payment method, we will contact the customer to confirm an appropriate alternative arrangement.

Important Notes

Discount codes, promotional offers, coupons or gift arrangements used in the original order will be handled according to the original purchase circumstances.
For requests relating only to certain products within an order, the refund or replacement will be calculated based on the actual amount paid for the relevant product(s).
Additional delivery or administrative costs not arising from an incorrect item, damaged product or verified quality issue are non-refundable.

7. Bundles, Promotional Sets and Free Gifts

If an eligible refund request relates to a bundle, promotional set or order containing free gifts, customers may be required to retain or return all unused products and related gifts associated with the relevant purchase.

If the complete bundle or related gift cannot be returned where required, we reserve the right to adjust the refund amount or handling arrangement according to the circumstances.

8. Order Cancellation

If you wish to cancel an order, please contact our customer service team as soon as possible.

If the order has not yet been processed or dispatched, we will try our best to assist with cancellation.
If the order has already entered the packing, delivery or pickup arrangement process, cancellation may no longer be possible.
If the order has already been delivered or collected, it will be handled in accordance with this Return, Exchange and Refund Policy.

9. Checking Your Order Upon Receipt

We recommend that customers inspect their order as soon as reasonably possible after receiving it, including:

Whether the product name and quantity are correct
Whether the external packaging is damaged, leaking or abnormal
Whether the product seal is complete
Whether the expiry date and product condition appear normal

If you discover any issue, please retain all product and delivery packaging, and contact customer service within 7 calendar days so that we may follow up promptly.

10. Discomfort After Consumption

Each individual’s body constitution and health condition may differ. If you feel unwell after consuming a product, please stop consumption immediately and seek advice from a doctor, registered Chinese medicine practitioner, pharmacist or other qualified healthcare professional where necessary.

A personal reaction or experience after consumption does not necessarily indicate a product quality issue. Any request for return, exchange or refund will be assessed individually based on the information and supporting evidence provided.

11. Contact Us

If you have any enquiries regarding returns, exchanges, refunds, orders or product condition, please contact us through our official channels:

Forever Health 恆健藥業有限公司
Customer Service Email: [Please enter official customer service email]
WhatsApp / Customer Service Hotline: [Please enter official contact number]
Customer Service Hours: [Please enter customer service hours]

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