Returns & Refunds
Product Warranty, Refund & Exchange Policy
Product Warranty
Products dispensed or manufactured through Formulae are subject to their established policies and quality standards. The quality of compounding is guaranteed by Formulae Compounding Lab, and we will facilitate replacement of any product deemed faulty due to compounding error.
However, products will not be replaced if:
- They have been stored incorrectly after delivery (e.g. exposed to high temperatures).
- The product is temperature-sensitive and was not handled as per instructions.
- The product has been tampered with or used contrary to directions.
Formulae reserves the right to decline replacement of products in such circumstances, following the guidance of Formulae The Compounding Lab.
Important: It is the customer’s responsibility to ensure that the correct shipping address is provided at the time of order OR third party couriers have damaged on delivery.
Parcels Damaged in Transit – Third-Party Couriers
All orders are shipped using third-party logistics and courier services. While we take care to ensure appropriate packaging and handling, Formulae Compounding Lab accept no liability for damage caused in transit once parcels leave our premises. We always take a photo refrigerated items before dispatch.
If your parcel arrives damaged, please lodge a complaint with the courier directly. We can provide packaging and shipment confirmation upon request to support your claim.
Product Issues, Exchanges, or Refunds
For product complaints, incorrect items, or issues on arrival, please contact us within 7 days of receipt.
To lodge a request, email [email protected] with:
- Your full name
- Order number
- Contact information
- A detailed description of the issue
- Photographs, always
Once we review the information, we will respond with instructions for return (if required), and facilitate a replacement or refund where eligible.
If the wrong product was sent, we will:
- Arrange collection of the incorrect item.
- Ship the correct item at no additional cost, or
- Process a refund, if a replacement is not available.
Please note: Products must be returned in the original condition they were received in for any refund or replacement to proceed.
What We Do Not Cover
We are unable to accept returns or exchanges for the following reasons:
- Change of mind
- Dislike of the product
- Incorrect product ordered
- Product no longer required
- Over-ordering or excess stock
- Damage in Transit
Response Times & Contact
All requests will be evaluated as promptly as possible. For any product-related enquiry or support, please email us at:
