Refund and Returns Policy

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Overview

Our return and refund policy applies only to retail ready-made orders of DSY WELLNESS health supplements. Bulk customized orders (OEM/ODM private label orders produced strictly per your confirmed requirements, formulas, packaging designs and specifications) are non-returnable and non-refundable once production starts, as bound by formal sales contracts.

For eligible retail returns, our policy is valid for 30 days from the date of delivery. If more than 30 days have passed since your purchase, we regret that we cannot offer a full refund or exchange.

To be eligible for a return, the product must be unopened, unused, and in its original, unaltered packaging, with all seals intact. Opened or partially consumed health supplements cannot be returned for hygiene and safety reasons.

Due to the nature of dietary supplements, certain items are exempt from return:

Any opened or unsealed products
Perishable goods (including all health supplements)
Gift cards (if applicable)
Final sale / clearance items
Bulk customized orders (per signed sales contract)

To process your return, we require your order number and a copy of your purchase receipt or proof of payment.

Refunds

Once your returned item is received and inspected, we will send you an email to confirm receipt and notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5–7 business days, and the amount will be automatically credited to your original payment method (credit card, PayPal, etc.). Please note that bank processing times may vary.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at xolik@foxmail.com.

Sale items

Only regular-priced retail items are eligible for refunds. Discounted, promotional, or clearance items are considered final sales and cannot be returned or refunded, unless the product is defective or damaged upon delivery.

Exchanges

We do not offer direct exchanges for health supplements due to safety and hygiene regulations. If you receive a defective or damaged product, please contact us at xolik@foxmail.com with photos of the issue, and we will arrange a full refund or replacement as per our discretion.

Shipping returns

To initiate a return, please contact our customer service at xolik@foxmail.com with your order number and reason for return. We will provide you with the specific return warehouse address based on your order batch and location, as we do not have a universal return address.

You are responsible for covering all return shipping costs. Return shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount, unless the return is due to our error (e.g., defective or incorrect product).

To clarify our shipping cost policy, we break down the responsibilities by return scenario:

Return Scenario	Responsible Party	Details
Retail returns for personal reasons	Buyer	Return shipping costs are borne by the buyer and are non-refundable. The cost of return shipping will be deducted from the refund amount.
Returns caused by our error (defective product, incorrect item shipped, or damaged goods upon delivery)	Seller	We will cover the full return shipping cost, and no deduction will be made from the refund amount.
Bulk customized orders	N/A	These orders are non-returnable and non-refundable per the signed sales contract. No return shipping cost applies.

For high-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We are not liable for lost or damaged packages during return transit.