Return and Exchange Policy

Online Order

Once the order is successfully paid, contact the staff within 7 working days for follow-up; after the product is opened, unless there is a quality problem with the product, exchanges, returns or order cancellations will not be accepted for any reason.

• Before placing an order, customers must pay attention to the product validity period and the usage restrictions of the discount code. We do not accept any order cancellation after successful payment.
  
  
• If the purchased goods are still out of stock after more than 7 working days, you can apply for a refund from customer service

• If you need to exchange or return an item, please email us (contact@natugenashop.com.hk) to Customer Service provides information about the order number, photos of the problem with the product, etc., so that the relevant personnel can process the procedure

• Only one exchange or return will be accepted and no shipping charges will be refunded

• Exchange:
  i. You may exchange your defective items for items that have the same value only. If the item chosen for exchange is of higher value, customer shall pay the price difference.

• Returns and Refunds:
  
  

  NatuGena®  Health Nutrition Shop the right to change or modify all terms and conditions with our return and exchange policy at any time and at NatuGena®  Health Nutrition Shop sole discretion. All decisions made by NatuGena® Health Nutrition Shop about whether an item is eligible or ineligible for return and exchange are final. 

  Eligibility for Returns or Exchange:

  • The item must be in brand new resalable condition, unused, and with all original tags and packaging intact.
  • Returns and exchange must be initiated within 1 weeks of the date of purchase for both in-store and online orders.
  • Proof of purchase, such as a receipt, invoice, or order confirmation, is required for all returns and exchanges.
  
  i. The refund channel will be based on the payment method used by the customer to establish the order, such as payment with payme → refund via payme; payment with Alipay → refund via Alipay; payment by bank credit → refund via HSBC, and so on.
  ii. Refund procedures require around 1-week processing 1 week time processing
  iii. After the refund is successful, the customer needs to within 1 week through (contact@natugenashop.com.hk) Customer Service to make an appointment to return a product

• In case of any dispute, Green Life Technology Limited (NatuGena® Health Nutrition Shop) reserves the right to make the final decision