1. Our Return Policy

Because VicMos Wellness sells supplements, wellness products, and personal health products, we take product safety, hygiene, and product integrity seriously.

Returns are accepted only when they meet the conditions described in this policy. Do not send a product back without first contacting VicMos Wellness and receiving return instructions.

2. When You May Request a Return

You may contact us about a return or replacement if:

• You received the wrong product.
• You received a product that was damaged before or during delivery.
• The product appears to have been opened or tampered with before you received it.
• The product is materially different from the product you ordered.
• There is another significant problem with your order that was caused by VicMos Wellness or the delivery process.

Please contact us as soon as possible after receiving your order. For damaged, incorrect, or tampered products, we strongly recommend contacting us within 48 hours of delivery so that we can investigate the issue promptly.

3. Conditions for Returns

To protect product quality and customer safety, an eligible returned product should generally:

• Be unused and unopened.
• Remain in its original packaging.
• Include the original labels, seals, and packaging where applicable.
• Be accompanied by proof of purchase or sufficient order information.
• Be returned within the timeframe communicated by our customer-service team.

4. Products We Generally Cannot Accept for Return

Unless the product is defective, damaged, incorrect, or otherwise covered by this policy, the following generally cannot be returned:

• Opened or used supplements.
• Products that have been consumed, partially consumed, or altered.
• Products with broken or removed safety seals.
• Products returned without their original packaging where the packaging is necessary to verify product integrity.
• Products damaged after delivery due to improper storage, handling, misuse, or negligence.
• Products returned because the customer changed their mind after opening or using them.

5. Damaged or Incorrect Orders

If your order arrives damaged, incomplete, incorrect, or appears to have been tampered with, please contact us immediately.

To help us investigate the issue, we may ask you to provide:

• Your order number or other proof of purchase.
• Photos or videos showing the product and packaging.
• A description of the problem.
• Delivery information.

Depending on the circumstances, VicMos Wellness may offer a replacement, correction of the order, store credit, refund, or another appropriate solution.

6. Refunds

If a refund is approved, we will confirm the amount and method of refund with you.

Because VicMos Wellness currently operates primarily on a cash-on-delivery / pay-on-arrival basis, refunds may be handled through an agreed method appropriate to the original transaction and the customer’s circumstances.

Approved refunds may take reasonable processing time depending on the refund method used.

7. Order Cancellation

If you need to cancel an order, contact us as soon as possible through WhatsApp or our available customer-service channels.

We will try to accommodate cancellation requests received before the order has been dispatched.

Once an order has been dispatched or delivered to a logistics provider, cancellation may no longer be possible, and the request may instead be handled under the return provisions of this policy.

8. Exchanges and Replacements

We may replace a product when you receive:

• A damaged product.
• The wrong product.
• A product that was materially different from what you ordered.
• A product that qualifies for replacement after our review.

Replacement availability may depend on stock. If the same product is unavailable, we may discuss an alternative solution with you.

9. Delivery and Return Costs

If the return or replacement is required because VicMos Wellness sent the wrong product, the product arrived damaged, or the issue was otherwise caused by us, we will work with you to determine an appropriate solution regarding reasonable return or replacement delivery costs.

If a return is requested for reasons that are not the responsibility of VicMos Wellness, the customer may be responsible for applicable return or transportation costs.

For international orders, return and shipping arrangements may vary depending on the logistics provider, destination, and circumstances of the order.

10. Products Purchased on Promotion

Promotional, discounted, clearance, or special-offer products may be subject to specific return conditions communicated at the time of purchase.

However, promotional status does not remove a customer’s ability to report a product that is damaged, incorrect, defective, or otherwise materially different from what was ordered.

11. Refused or Uncollected Orders

Customers are responsible for providing accurate contact and delivery information and being reasonably available to receive or collect their orders.

If an order is repeatedly refused, abandoned, or left uncollected without contacting VicMos Wellness, additional delivery or logistics costs may apply before a new delivery is arranged.

12. Product Storage After Delivery

Once a product has been successfully delivered and accepted by the customer, the customer is responsible for storing the product according to the manufacturer’s instructions.

We may not be responsible for damage, deterioration, or changes caused by improper storage, excessive heat, moisture, sunlight, contamination, or other conditions outside our control.

13. How to Request a Return or Refund

Before returning any product, please contact VicMos Wellness through WhatsApp or our customer-service channels.

Please provide:

• Your name.
• Order number, if available.
• The product involved.
• A description of the problem.
• Photos or videos where relevant.
• Your preferred resolution, where applicable.

Our team will review the request and provide instructions if the product needs to be returned or inspected.

14. Our Commitment

We aim to handle every refund, return, replacement, and customer complaint fairly and reasonably.

Each request may be reviewed based on the product involved, its condition, the circumstances of the order, delivery information, available evidence, and applicable requirements.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.