Return, Refund & Replacement Policy

1. General Return Policy

• Hygiene and Safety Standards: Because our items are consumable/wellness products, items are strictly non-returnable once opened or unsealed.
  
  
• Unopened Items: You may request a return within 14 calendar days from the date of confirmed delivery, provided:
  
  
  • The item remains completely unopened, unused, and untouched.
    
    
  • All original seals, shrink wrap, tamper-evident bands, labels, and packaging remain 100% intact and undamaged.
    
    
• Return Authorization Required: Do not send items back without contacting customer support first. Unauthorized returns will not be processed or refunded.
  
  
• Return Shipping Costs: For voluntary returns of unopened items, return courier shipping costs are the customer's responsibility unless explicitly stated otherwise by our team.
  
  

2. 100% Transit Damage & Defect Replacement Guarantee

Timelines & Conditions:

• Report Window: You must report any transit damage or visible exterior defects within 48 hours of confirmed delivery.
  
  
• Required Proof:
  
  
  • Your Order Number and delivery details.
    
    
  • Clear photos or a short video showing the outer shipping box, the courier shipping label, and the specific damage/defect on the product and seal.
    
    
• Immediate Replacement: Once verified by our support team, we will dispatch a replacement item at zero extra cost to you. If the item is out of stock, we will issue a full refund to your original payment method.
  
  
• Important: Claims submitted after 48 hours of delivery cannot be verified with the courier service and may be denied.
  
  

3. Wrong Item Delivered

• Contact us within 48 hours of delivery.
  
  
• Keep the item completely sealed and in its original condition.
  
  
• We will arrange the collection of the incorrect item and expedite the delivery of the correct item at our expense.
  
  

4. Refunds & Processing

• Approved Returns: Once an authorized unopened return is received and inspected at our fulfillment center, we will notify you of the approval or rejection of your refund.
  
  
• Refund Method: Approved refunds will be credited back to the original method of payment (credit/debit card, bank account, etc.).
  
  
• Processing Time: Banks and payment gateways typically require 5 to 10 business days to process and reflect the funds back into your account.
  
  
• Non-Refundable Fees: Original shipping charges, priority dispatch fees, and applicable customs duties/import taxes are non-refundable.
  
  

5. Non-Returnable & Non-Refundable Items

• Any product with a broken, altered, or tampered seal.
  
  
• Opened products, partially consumed items, or items not in their original condition.
  
  
• Promotional gifts, bonus items, or gift cards.
  
  
• Clearance or "Final Sale" items.
  
  
• Orders reported as damaged after the mandatory 48-hour delivery window.
  
  

6. How to Submit a Claim or Return Request

1. Email: support@andean.life
   
   
2. Subject Line: Return Request / Damage Claim – Order #[Your Order Number]
   
   
3. Include:
   
   
   • Full name and contact number
     
     
   • Order number and delivery date
     
     
   • Description of the issue
     
     
   • High-resolution photos/videos of the package, shipping label, and product condition