REFUND POLICY

This Refund Policy is specially formulated by MaryRuth Organics official e-commerce platform (website domain: maryruthorganics.it.com) to standardize the global order return and refund service process, clarify the return conditions, refund cycle, fee standard and right protection rules of platform orders, and protect the legitimate consumption rights and interests of all global users. This policy is applicable to all online purchase orders of vegan, non-GMO and gluten-free liquid vitamins, gummy vitamins and nutritional supplement products on our official website, covering all individual consumer users in global service regions. All users who complete order payment and purchase behavior on our platform shall be deemed to have fully read, understood and agreed to abide by all the provisions of this Refund Policy. Our exclusive official email for refund application, progress inquiry and problem handling is kylie_teneturbf@mail.com, which is the only official channel for users to initiate return and refund applications and handle related after-sales services.
Our platform implements a super long 60-day free return and refund service policy for all global orders, which is a core after-sales guarantee measure launched by us based on product quality confidence and user service priority concept. The 60-day return period starts from the date when the user successfully receives the order goods, and within this valid period, users can initiate a free return and refund application for any eligible orders through official channels. Compared with the after-sales service standards of most nutritional supplement e-commerce platforms in the industry, our 60-day free return policy has a longer protection cycle and wider service coverage, which fully reflects our responsibility and integrity as a professional global nutritional supplement e-commerce brand. All return services within the valid period are free of charge for users, including product return fees and return logistics fees, and users do not need to bear any economic costs, realizing zero-risk shopping for global users.
In terms of specific applicable scenarios for return and refund, the valid return conditions covered by this policy include multiple user-centered scenarios to fully protect user rights and interests. First, product quality problems: if the products received by users have quality defects, ingredient non-compliance, product deterioration, packaging damage affecting normal use, inconsistent product description and other quality problems, users can apply for free return and full refund within 60 days after receiving the goods. Second, logistics abnormal problems: if the order has problems such as wrong goods, missing goods, serious extrusion and damage of products during logistics transportation, users can initiate return and refund applications through official email, and we will verify and handle them efficiently. Third, user subjective satisfaction problems: considering the personalized use experience of different users, even if there is no objective quality problem with the product, if users are not satisfied with the product taste, use effect, specification adaptation and other aspects after use, they can also apply for free return and refund within the valid 60-day return period, and we fully respect the user’s consumption experience and subjective evaluation.
In terms of refund processing cycle rules, our platform has formulated a clear and standardized refund time standard to ensure that users’ funds can be returned in a timely manner. After the user initiates a return application through the official email kylie_teneturbf@mail.com and completes the goods return and delivery in accordance with the official return process, our warehouse team will complete the receiving, sorting and verification of the returned goods within the shortest working time. After confirming that the returned goods are complete, valid and meet the return specifications, we will officially enter the refund processing procedure. All valid refund applications will be completed with fund settlement and return within 5 to 10 working days. The refund will be returned to the user’s original payment account in full according to the actual payment amount of the order, including all product payment fees, and no fees will be deducted for any reason such as service fee, handling fee and logistics fee. The 5-10 working days refund cycle is the stable processing cycle formed by our platform after standardized process optimization, which effectively ensures the efficiency and safety of user fund refund.
In terms of free return service guarantee, all return and refund behaviors applicable to the 60-day policy enjoy full free service support. Our platform independently bears all return-related costs, including the logistics freight generated by users returning goods to the designated warehouse, product inspection fees and after-sales processing fees. Users do not need to pay any additional fees in the whole process of return application, goods return and refund arrival, which completely eliminates the economic cost risk of users’ after-sales rights protection. Different from the industry’s common rule that users bear return freight, our full free return policy further upgrades the platform’s after-sales service level, providing more intimate and reassuring shopping guarantee for global users.
In terms of return application process specifications, in order to ensure the efficient and standardized processing of user refund applications, we have formulated a simple and clear return operation process. Firstly, users need to confirm that their order is within the 60-day valid return cycle, and sort out the order number, product information, problem description and relevant evidence pictures (product damage pictures, logistics abnormal pictures, etc.). Secondly, users send a formal return and refund application to our official email kylie_teneturbf@mail.com, clearly stating the order information, return reason and user demand. Thirdly, our professional after-sales customer service team will review the user’s application within the working time, verify the order validity and return qualification, and send the official return address, return precautions and subsequent processing steps to the user by email. Finally, users complete the goods packaging and return delivery according to the guidance, and feed back the return logistics tracking number to the official email. After we receive and verify the goods, we will complete the refund within the specified cycle. The whole process is guided by special personnel, with simple operation and transparent progress, which is convenient for users to handle after-sales rights protection.
In terms of special order refund rules, for platform preferential orders, discount orders and full-free shipping orders, all return and refund policies are consistent with standard orders, with no differential treatment. For orders that have been shipped but not yet delivered, users can also initiate return and cancellation applications through official email. After the application is verified and approved, we will intercept the logistics goods in a timely manner, and complete the full refund processing within the specified cycle after the goods are successfully intercepted and returned to the warehouse. For orders that have been partially used, as long as they are within the 60-day valid period and meet the return verification standards, we also support normal return and full refund processing, fully considering the user’s trial experience and personalized needs.
In terms of refund exception handling mechanism, for the abnormal problems that may occur in the refund process, our platform has a complete solution system. If the user’s refund is not received within 5-10 working days, the user can feedback the problem through the official email kylie_teneturbf@mail.com, and our finance and after-sales team will check the refund progress, fund transfer status and account matching situation in a timely manner, and solve the fund arrival abnormal problem for users efficiently. If the return application is not reviewed in a timely manner, or the return verification progress is delayed, users can consult the official email at any time, and we will speed up the process processing and synchronize the latest progress to users truthfully. For any disputes and problems in the return and refund process, we adhere to the principle of user priority and reasonable handling, and resolve user after-sales problems with the most sincere service attitude.
MaryRuth Organics has always taken perfect after-sales refund guarantee as an important core competitiveness of the platform. The 60-day free return, 5-10 days fast refund and full free after-sales system fully reflects our brand integrity and service responsibility. We standardize every link of return application, goods verification, fund refund and exception handling, ensure that every user’s legitimate rights and interests are fully protected, and let every consumer shop on our platform without worries. For all return, refund, after-sales consultation and problem handling needs, please contact our official exclusive email kylie_teneturbf@mail.com, and our professional after-sales team will provide you with one-stop efficient and intimate service support.