RETURNS
Returns & refunds
- Wrong, missing, damaged or faulty items
- Handled by us
- Unopened products
- Return within 7 days of receipt
- Refund time
- Usually 7–15 working days
1. Wrong, missing, damaged or faulty items
If an item doesn't match your order, is missing, was damaged in transit or has a quality issue, please contact us as soon as possible with:
- your order number;
- a description of the problem;
- photos of the product, outer packaging and batch or date marking.
Please stop using any product you're unsure about and keep the product and packaging. Once confirmed, we'll send a replacement or the missing item, or refund you as appropriate, and we'll cover the shipping costs involved.
2. Returning unopened products (no quality issue)
- Unopened products with intact packaging and seals can be returned within 7 days of receipt.
- For returns not related to quality, the customer pays the return shipping, and the original shipping fee is non-refundable.
- For hygiene and safety reasons, food and supplement products that have been opened or consumed cannot be returned unless there is a quality issue.
3. How to request a return
- Contact us via WhatsApp +852 7051 8160 or email support@lifegenwell.com with your order number, the product name and the reason for the return.
- We'll confirm and reply with return instructions. Please wait for our confirmation before sending anything back.
- Pack the products securely and send them to: Unit 714, 7/F, Block B, Hong Kong Industrial Centre, Lai Chi Kok, Kowloon, Hong Kong (attn: 活元 Lifegen). Keep your proof of postage. Please do not send items to the manufacturer's address printed on the packaging.
- Once we've received and checked the products, we'll let you know and process your refund.
4. Promotional sets
The "buy 4 get 1 free" set is treated as one set. If you return only part of a set, the refund is calculated from the price actually paid for the set, and we'll confirm the amount with you before processing.
5. Refund method and timing
Once a refund is approved, it goes back to the payment method used for the order, usually within 7–15 working days. The exact timing depends on your bank or payment provider.
6. Cancelling an order
You can contact us to cancel an order before it is dispatched, and we'll refund the full amount paid. After dispatch, please follow the return process above.
7. Your statutory rights
This policy does not affect your consumer rights under Hong Kong law.