Return and exchange policy

 

This Return & Exchange Policy applies to all purchases made through Telomivra (hereinafter referred to as “we”, “us”, or “our”). It is intended to clearly outline the applicable conditions, timelines, and procedures for returns and exchanges, ensuring a transparent and reliable after-sales experience.

1. Return and Exchange Timeframe

Return or exchange requests may be submitted within 30 days from the date the order is successfully delivered. Requests submitted after this period may not be eligible for processing.

2. Accepted Reasons for Returns or Exchanges

Requests may be approved under the following circumstances:

• The item shows visible damage or defects upon arrival.
• The product has quality-related or functional issues.
• The item has an unusual odor or a significant color difference.
• The received product does not match the order placed.
• A return or exchange is requested without a specific reason, provided the item remains unused and in acceptable condition.

3. Return Request Procedure

1. Contact our customer support team via email or phone and provide your order number, proof of payment, reason for return, and any supporting photos or videos.
2. Once your request has been reviewed and approved, you will receive return instructions along with the designated return address.
3. Ship the item back according to the provided instructions and retain the shipping receipt or tracking information for reference.
4. After the returned item is received and inspected, an eligible refund will be processed accordingly. For further details, please refer to our Refund Policy.

4. Exchange Request Procedure

1. Submit an exchange request by contacting our support team and providing your order number, payment confirmation, reason for exchange, and any relevant photos or videos.
2. Upon approval, you will receive detailed return instructions and the designated return address.
3. Send the item back as instructed and wait for confirmation of receipt.
4. After inspection and approval, the replacement item will be shipped within 1–3 business days. Estimated delivery timelines are available in our Shipping Policy.

5. Refund Processing

Approved refunds are issued to the original payment method used at checkout (such as Visa or MasterCard). Refund processing generally takes 1–5 business days, depending on the bank or card issuer. If a delay occurs beyond this timeframe, please contact our customer support team for assistance.

6. Return Shipping Responsibility

• If the return or exchange is due to product defects, incorrect items, or quality-related issues, the return shipping cost will be covered by us.
• If the return or exchange is requested for personal reasons, the return shipping cost will be the responsibility of the customer.

7. Responsibility Statement

All products are carefully inspected prior to shipment. We are not responsible for damage caused by improper use, handling, or storage after delivery. Each return or exchange request will be reviewed individually to ensure fair and reasonable resolution.

8. Return Label

A return label is included inside the package when applicable. Please ensure that the label is securely attached to the return parcel to facilitate accurate identification and timely processing.

9. Contact Information

If you have any questions regarding returns or exchanges, please contact us using the details below:

Contact Address: 175 South Madison Avenue, Apartment 20, Pasadena, CA 91101, United States
Customer Service Phone: +1 (626) 538-9135
Customer Service Email: care@telomivra.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)