1. Our Commitment

We take order accuracy, product quality, and customer satisfaction seriously.

If you receive an incorrect product, an incorrect quantity, or experience a qualifying problem with your order, please contact our customer support team as soon as possible.

After reviewing the issue and confirming that it qualifies under this policy, we may provide a refund or reshipment, depending on the circumstances.

2. When a Refund or Reshipment May Be Available

A refund or replacement shipment may be considered in situations such as:

• The wrong product was sent.
• The quantity received does not match the confirmed order.
• The package is confirmed to have been lost during transit.
• The product arrives damaged or has another verified fulfillment issue.
• We are unable to complete delivery due to an issue that was our responsibility.
• Another qualifying problem is confirmed after reviewing the order.

Each request is reviewed individually so that we can determine the most appropriate resolution.

3. 30-Day Refund & Reshipment Period

For an eligible order, refunds and reshipments will be processed within 30 days from the date the order was processed, subject to the circumstances of the case and any required verification.

This means that once an eligible issue has been confirmed, Fedrey will work to complete the applicable refund or replacement process within the stated 30-day period from the order processing date.

Please note that the time it takes for a refund to appear in your account may also depend on your bank, card issuer, payment provider, or other financial institution.

Replacement shipments may require additional delivery time depending on the destination and shipping method.

4. Incorrect Product or Quantity

If you receive a product that does not match your confirmed order, or if the quantity received is incorrect, please contact us promptly.

Our team may request order details and other information needed to verify the issue.

Once the problem is confirmed, we may arrange a replacement shipment or issue an eligible refund.

5. Lost Shipments

If your package does not arrive and the shipment is confirmed as lost in transit, we will review the tracking information and available shipping records.

Depending on the circumstances, an eligible order may qualify for a replacement shipment or refund.

Please note that a temporary lack of tracking updates does not necessarily mean that a package has been lost. International shipments can sometimes experience delays during customs processing or local delivery.

6. Damaged Products

If your order arrives damaged, please contact our customer support team as soon as possible.

We may ask for relevant information about the condition of the package and product so that we can properly review the claim.

If the damage is confirmed and the order qualifies under this policy, we may provide a replacement or eligible refund.

7. Orders That Are Not Eligible

A refund or free reshipment may not be available when the issue results from circumstances outside our responsibility, including:

• An incorrect or incomplete shipping address provided by the customer
• Refusal to accept the shipment
• Failure to provide required delivery or customs information
• Import restrictions in the destination country
• Improper storage or handling after delivery
• Unauthorized use or misuse of a product
• Customer-requested changes made after the order was processed or shipped
• Delays caused by customs, government agencies, or third-party carriers
• Other circumstances where the order does not qualify under this policy

Certain pharmaceutical products may also be subject to restrictions on returns because of health, safety, storage, and regulatory requirements.

8. Refund Method

When a refund is approved, we will generally issue it using the original payment method whenever reasonably possible.

The actual time for the funds to appear in your account may vary depending on your payment provider or financial institution.

Fedrey does not control the processing time of banks, card networks, or third-party payment services.

9. Reshipment

When a replacement shipment is approved, we will arrange the replacement using an available shipping method appropriate for the destination.

A new tracking number may be provided when tracking is available.

Delivery time for a replacement shipment can vary based on the destination, carrier, customs procedures, and local delivery conditions.

10. How to Request a Refund or Reshipment

If you believe your order qualifies for a refund or reshipment, please contact our customer support team and provide:

• Your order number
• The name and contact information used for the order
• A brief description of the issue
• Relevant shipping or tracking information, if available
• Any other information reasonably required to verify the claim

Our team will review the request and determine the appropriate next step.

11. Review of Claims

To protect our customers and maintain a fair process, refund and reshipment requests may be reviewed before approval.

We may verify order records, payment information, shipping details, tracking information, and other relevant details before issuing a refund or arranging a replacement.

We reserve the right to decline requests that do not meet the requirements of this policy or where the information provided cannot be verified.

12. Important Information About Pharmaceutical Products

Because pharmaceutical products may be subject to strict health and safety regulations, some orders may have additional requirements regarding returns, refunds, and replacements.

Customers should not return pharmaceutical products unless instructed to do so by our support team.

If you receive a product that you believe is incorrect, damaged, or otherwise unsuitable, please contact us before taking any action with the product.

13. Contact Us

If you have questions about a refund, replacement, or reshipment, please contact our customer support team.

We are committed to reviewing eligible requests fairly and providing a clear resolution whenever possible.

Our Promise

We believe a good customer relationship does not end when an order is delivered. If something goes wrong, we want to know about it and work toward a reasonable solution.

For eligible cases, refunds and reshipments are handled within 30 days from the date the order was processed, subject to verification and the terms of this policy.