This Refund and Money Back Guarantee Policy (the "Policy") applies to all purchases of products ("Product") subject to the terms and conditions herein.
"Business Days" means any day other than a Saturday, Sunday or public holiday in the United States.
"Delivery Date" means the date the Product is first delivered to the customer as shown on the delivery service provider's tracking site.
"First Subscription Order" means the very first subscription purchase made by that customer (identified by account, email or payment method). Subsequent subscription orders and all one-time purchases are excluded.
"Order Date" means the date on which the customer places an order with the Company.
"Returned Product" means any Product, including any opened unit or remaining portion thereof, that a customer returns to the Company in accordance with the Company's written return instructions and pursuant to an approved return request.
"SKU" means a distinct Product item, variant or version identified by a unique stock keeping unit code, including a Product that differs by product series, type, formulation, flavour, size, pack size or other distinguishing characteristic.
"Calendar Days" means all days including weekends and public holidays.
1.1. Defective, Damaged or Wrong Item
a. If a Product or its packaging is defective, damaged upon receipt or the wrong item is delivered, the customer may request a replacement.
b. The request shall be submitted within five (5) Calendar Days from the date of the Delivery Date and shall include the order number together with clear photographic and/or video evidence of the issue.
1.2. Undelivered or Missing Parcel
a. If an order is not delivered due to delivery service provider's error, out-of-stock status or any other circumstance preventing delivery, the customer may request for a replacement.
b. The request shall be submitted within five (5) Calendar Days from (i) the last expected Delivery Date onward; or (ii) after fourteen (14) Calendar Days from the Order Date, whichever earlier.
2.1. The Company offers a thirty (30) Calendar Days, Money Back Guarantee from the date of the Delivery Date exclusively on a customer's First Subscription Order. This Money Back Guarantee is strictly limited to a maximum of three (3) units of Products per SKU, including a maximum of one (1) opened unit of Product from the same SKU. This Money Back Guarantee is not applicable to any one-time purchases, subsequent subscription orders (whether or not for the same SKU), or any other orders.
2.2. Under this Money Back Guarantee, the customer may open and use one (1) unit of Product per SKU purchased on its First Subscription Order to evaluate suitability. In order to receive a full refund, the customer shall return the remaining portion of one (1) opened unit of Product and all other units from the same SKU for which a refund is requested, provided that each such other Product is unused, unopened and in its original packaging with all seals and labels intact.
2.3. For avoidance of doubt, where more than one (1) unit of Product from the same SKU has been opened, only one (1) opened Product of the same SKU shall be eligible for a refund. Any additional opened Product of the same SKU shall not be eligible for a refund under the Money Back Guarantee.
2.4. The customer shall submit the Money Back Guarantee to the Company in writing within thirty (30) Calendar Days from the Delivery Date in accordance with Clause 2.1. The request shall identify the relevant order, SKU and include such supporting information as the Company may reasonably require.
2.5. A refund shall only be processed after the Company has approved the request in writing and received and verified the Returned Product in accordance with Clause 2.2 and Clause 2.3.
3.1. All replacement, refund, exchange and/or Money Back Guarantee requests shall be submitted in writing to the support email address at: support@immority.store. The Company will complete an initial review within three (3) Business Days.
3.2. Upon the Company's written approval of a replacement, refund, exchange and/or Money Back Guarantee request, except for undelivered or missing Product, customers shall return it to the Company's warehouse at 20851 Currier Rd, Walnut, CA 91789, United States or to such other location as the Company may designate in writing. Product returned without a Company's approval shall be rejected and the Company shall have no obligation to return such Product to the customer.
3.3. Condition of Returned Product is as follows:
a. For Defective, Damaged or Wrong Item: Product shall be unused, unopened and in their original packaging with all seals and labels completely intact or in the original condition of the Product received (whichever applicable).
b. For the Money Back Guarantee: The customer shall return the remaining portion of the one (1) opened unit of Product. Each unopened Product of the same SKU shall be unused, unopened and in its original packaging, with all seals and labels intact. For the avoidance of doubt, the Money Back Guarantee applies only to Product purchased under the customer's First Subscription Order and is limited to a maximum of three (3) units of Product per SKU, including no more than one (1) opened unit of Product from the same SKU.
3.4. All replacement, refund, exchange and/or Money Back Guarantee requests are subject to the prior written approval of the Company's management. All Returned Product are subject to inspection by the Company, whose determination of condition and eligibility shall be final and binding.
3.5. All Returned Product shall be physically received by the Company within thirty (30) Calendar Days of approval for replacement, refund, Money Back Guarantee and/or exchange. Any Returned Products received after this deadline will be automatically rejected and ineligible for replacement, refund, Money Back Guarantee and/or exchange.
3.6. For the Money Back Guarantee, the customer shall bear all return shipping charges, duties, taxes, tariffs and insurance costs, except for Defective, Damaged or Wrong Item the Company shall cover or reimburse (as the case may be) reasonable return shipping charges. Original shipping fees, handling fees and any vouchers or discounts applied to the original purchase are strictly non-refundable.
3.7. The Company is not liable for any loss, damage, theft or delay during return shipment. Customers are advised to use a trackable, insured shipping method.
3.8. Approved replacement, refund, exchange and/or Money Back Guarantee requests will be processed within thirty (30) Business Days after: (i) the Company's approval of the request; and (ii) the Company receives the Returned Product in satisfactory condition, where a return is required. Approved refund or Money Back Guarantee will be credited to the original method of payment, telegraphic transfer or any other method deemed suitable by the Company. Any refund or Money Back Guarantee shall not exceed the amount actually paid by the customer for the applicable Product, excluding original shipping fees, handling fees, duties, taxes, discounts, vouchers, promotional credits and other non-refundable amounts.
3.9. In the event that a replacement or exchange is not available or is not feasible, the Company may, in its sole and absolute discretion, offer a refund instead, which shall constitute full satisfaction and fulfilment of the Company's obligations under this Policy.
3.10. The following are ineligible for any replacement, refund, exchange and/or Money Back Guarantee:
a. Product purchased from unauthorized third-party sellers or dealers;
b. Product lost or damaged in transit during return;
c. Any order placed after the First Subscription Order under the Money Back Guarantee; or
d. Product that fails to meet the condition requirements in Section 3.3.
3.11. Submission of any request for refund, exchange, replacement and/or Money Back Guarantee requests constitutes the customer's unconditional agreement to be bound by this Policy in its entirety.
3.12. The Company reserves the right to reject any request that does not strictly comply with this Policy. The Company further reserves the right to amend, suspend or terminate this Policy at any time without prior notice.
3.13. Any refund, replacement, exchange and/or Money Back Guarantee provided by the Company in connection with any claim under this Policy shall constitute the customer's sole and exclusive remedy and full and final satisfaction of all of the Company's obligations and liabilities arising out of or in connection with the relevant Product, order, claim or circumstances giving rise to such remedy, except to the extent prohibited by applicable law.
3.14. Nothing in this Policy excludes, restricts or limits any consumer rights that cannot lawfully be excluded, restricted or limited under applicable law.