Refund policy

Canada Orders

• If there is a product defect or shipping error, please email the relevant information and product photos to sales@nehealth.ca within 15 days of receiving the package.
  Upon confirming the issue, we will provide further instructions and issue a full refund (including the original shipping fees).
• For returns due to personal reasons, the product must be unopened, undamaged, and in its original packaging. Please contact us via email at sales@nehealth.ca within 15 days of receiving the package to initiate the return process.
  Once we confirm the returned items are received and undamaged, we will issue a refund for the returned product cost.
  The original shipping fees are non-refundable, and the return shipping fees will be the responsibility of the buyer.
• Short-expiry products are clearly marked and sold as Final Sale. Please verify the expiration date before purchasing, as these items are not eligible for return or exchange.
• For returns due to customer non-pickup at the courier facilities, or incorrect address/information provided, the original shipping fee is non-refundable, and a $20 return processing fee will be deducted from the total refund amount. If you request redelivery, a new shipping fee will apply.
• We always ensure our products are in good condition and packaged carefully to provide the best possible shopping experience. However, we are unable to offer compensation for issues resulting from the shipping process, such as damaged glass bottles or leakage.
• For all returns, please contact us via email at sales@nehealth.ca. Our customer service department will process your request promptly and provide instructions for returning the product.

US and International Orders

• Please note that all US and international sales are final. Returns will only be accepted for products with issues or errors that are clearly our responsibility (e.g., wrong item shipped).
• We always ensure our products are in good condition and packaged carefully to provide the best possible shopping experience. However, we are unable to offer compensation for issues resulting from the shipping process, such as damaged glass bottles or leakage.
• A signature is required for all deliveries. If a package is returned to us due to a lack of signature, the original shipping fee is non-refundable. If you request redelivery, a new shipping fee will apply.
• If an order cannot be shipped due to either of the following reasons:
  1. Missing customs clearance documents (e.g., photos of both sides of a Chinese ID card, Taiwan Real-Name Verification, etc.)
  2. Incomplete shipping information (e.g., Chinese name and address for Taiwan and China orders, English name and address for Hong Kong orders)
  we will cancel the order after 7 days. Please note that any currency exchange differences and other related fees will be the responsibility of the buyer.
• Keep in mind that each country has different regulations regarding the delivery of health products and restrictions on the number of bottles. We are not responsible for orders rejected by Customs due to import laws in a specific country. It is your responsibility to be aware of the allowable import quantity. Shipping fees will not be refunded for any orders returned to us.

If you have any further questions or concerns, please feel free to contact us.