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Return Policy
Last Updated: 3-May-2020
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, the items can be returned to us for a refund within 7 days of the order’s delivery date. Your refund will be processed as soon as the returned item has been inspected and accepted by LAVAHEALTH. You are responsible for the return shipping cost incurred and all returned orders shall incur a 15% restocking fee which will be deducted from your final refund amount. At our discretion, a refund may be issued without requiring a return. In this situation, LAVAHEALTH does not take title to the refunded item. All our products are sealed with security hologram sticker with a unique serial number to prevent tampering. Returns are not acceptable if the seal is broken or tampered with. Items that have been opened, used, or are not in a resalable condition are NOT eligible for a refund. All MyHealthPak, Discounted or Sale items are NOT eligible for a refund.
UNCLAIMED OR RETURNED ORDERS
If your parcel is being returned to us due to any reason such as: Unclaimed, Incomplete/Insufficient Address, Wrong Telephone Number, Denied Entry by Customs, Prohibited/Banned items, or being Refused, you may be responsible for return shipping fees including any import fees and a 15% restocking fee. These fees will be deducted from your final refund amount. Before a refund is granted, the parcel must be checked in at our facility. You may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. All our products are sealed with security hologram sticker with a unique serial number to prevent tampering. Returns are not acceptable if the seal is broken or tampered with. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the product only; shipping costs and duties will not be reimbursed. Please check with your local customs agency before importing any orders if you are unsure of your country’s rules or regulations.
INCORRECT ADDRESS
Please note that we cannot change the delivery address after an order has been shipped. Please know that we work directly with our shippers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees including any import fees. These fees will be deducted from your final refund amount.
WHAT IF I NEED TO RETURN THE ITEMS AFTER 7 DAYS?
Unfortunately, items that are over 7 days from the ship date are NOT eligible for returns. Any refunds over 7 days are taken on a case by case basis, please check with our customer service.
WHAT IF MY ITEMS HAVE BEEN OPENED?
Items that have been opened, used, or are not in a resalable condition are NOT eligible for a refund. All our products are sealed with security hologram sticker with a unique serial number to prevent tampering. Returns are not acceptable if the seal is broken or tampered with.
CAN I RETURN USANA MYHEALTHPAK OR DISCOUNTED/SALE ITEM?
As your MyHealthPak is specially customized to your individual needs, it is not eligible for a return or refund. You may wish to speak to our consultant before placing an order for MyHealthPak.
From time to time, LAVAHEALTH may conduct promotional sales on its product range including items with around three (3) months shelf life before date of expiry and for those items, we will explicitly mention the product expiry date on the product description and provide discounts to our customers. All discounted/sale items are not eligible for a refund.
WHAT DO I DO IF I RECEIVED AN EXPIRED OR INCORRECT PRODUCT?
We guarantee all products to have a minimum four (4) months shelf life from expiry date when shipped to you. You can find the Lot Number and Expiration Date printed on the bottom of the Supplement bottles.
Products should be inspected immediately once delivered. If you receive a damaged, expired or incorrect product, you must contact Customer Service within 24 hours of receiving your product with images and details pertaining to the concern with your order. Please make sure to keep your order as we many need pictures to submit as documentation for any claims. Details provided will be reviewed by our support team and we will work with you in the necessary manner to make sure you are satisfied.
HOW LONG WILL IT TAKE TO REFUND MY ORDER?
We process returns from Monday-Friday. Your refund will be processed as soon as the returned item has been inspected and accepted by LAVAHEALTH. Processing time may vary depending on your bank or card issuer and takes approximately five (5) to ten (10) working days. Shipping Fees and/or Duties/Taxes are non-refundable. All returned orders shall incur a 15% restocking fee which will be deducted from your final refund amount.
As LAVAHEALTH is a Singapore based company, we bill all our customers in Singapore Dollars (SGD) and allow the customer’s card issuing company to process the conversion. The pricing that we offer in local currency is a close approximate (based on exchange rates at the time of purchase). The card issuing company will then process the transaction from your account utilizing the exchange rate that they are currently offering. That amount may slightly differ from the rate of exchange that we are showing on our site. Your card issuing company may also charge you a conversion fee. LAVAHEALTH is not responsible for these fees nor the differences in the amount refunded due to exchange rate fluctuations.