After-Sales Service & Customer Protection Policy

1. Customs Clearance & Seizure Protection

Free Reshipment Guarantee

If the customer actively cooperates with customs clearance requirements within the required timeframe, including providing necessary information (such as identity verification documents or standard customs declaration information), but the package is unfortunately detained, returned, or destroyed by customs, we will provide one free reshipment.

Special Customs Inspection Cases

If the package is detained, returned, or destroyed due to routine customs inspection during normal transportation, and no additional action or cooperation from the customer is required, we will also provide one free reshipment.

Reshipment Limit

Each order is eligible for free reshipment once in principle.

If a logistics or customs issue occurs again due to the same reason after reshipment, both parties will discuss and determine a reasonable solution based on the specific situation.

Exclusions

Free reshipment does not apply in the following situations:

• Customer refuses to cooperate with customs clearance procedures;
• Customer provides incorrect or false recipient information;
• Customer refuses to pay legally required customs duties or taxes;
• Customer refuses delivery without a valid reason.

Any resulting losses in these situations shall be the responsibility of the customer.

2. Lost Package Policy

Cooperation in Investigation

If the tracking information remains abnormal for an extended period or delivery problems occur, the customer should first cooperate with the local courier company (such as USPS, FedEx, DHL, UPS, etc.) to initiate a package investigation.

Required Proof

If the local courier confirms that the package is lost, the customer should provide supporting documents, including:

• Customer service communication records;
• Email confirmation from the courier;
• Official lost package case number or complaint reference number.

We will simultaneously contact our shipping agent/carrier to start an official investigation and claim process.

Reshipment Solution

After both parties confirm that the package cannot be recovered, we will arrange a free replacement shipment as soon as possible.

3. Damaged Goods Policy

Package Inspection Upon Delivery

Customers are strongly advised to carefully inspect the external packaging when receiving the package.

If any of the following issues are found, please take photos or videos immediately:

• Severe damage or deformation of the outer package;
• Torn packaging;
• Liquid leakage or moisture damage;
• Abnormal resealing marks.

Unboxing Video Requirement

To avoid disputes, customers are highly recommended to record a complete unboxing video:

• Starting from showing the unopened package and shipping label;
• Continuing through opening the package;
• Showing all products inside;
• Without interruption during the recording.

After verification based on complete unboxing videos and clear damage photos, we will arrange replacement or compensation according to the actual damaged quantity.

4. Missing Items, Quantity Shortage & Incorrect Shipment

Inspection & Evidence Requirements

Customers should carefully check product specifications, quantities, and gifts within 48 hours after receiving the package.

If any shortage or incorrect item is found, please keep all packaging materials and provide:

• Clear photo of the shipping label;
• Photos showing all received items together;
• Complete unboxing video if available.

Verification & Replacement

We will review:

• Warehouse packing records;
• Warehouse surveillance records (if available);
• Packing weight records.

After verification, missing items or incorrect products will be replaced free of charge.

5. Lyophilized Powder Dissolution Issue

Evidence Requirements

If lyophilized peptide powder experiences abnormal dissolution, such as:

• Unable to dissolve;
• Cloudiness;
• Visible particles or precipitation;

customers must provide sufficient evidence to determine whether the issue is related to product quality or other factors such as solvent, operation method, or temperature conditions.

Required information:

• Follow the recommended dissolution instructions provided by our company.
• Provide a complete dissolution video, including:
• Unopened product before use;
• Addition of recommended solvent (such as bacteriostatic water or sterile water);
• Gentle mixing or standing process until dissolution.
• Provide:
• Clear photos of remaining undissolved particles;
• Number of affected vials.

Resolution

After our technical team confirms that the issue is caused by a product batch-related dissolution problem, we will provide replacement according to the actual affected quantity.

Customers should inform us in advance if special storage conditions, unusual solvents, or special operating environments are involved.

6. Third-Party Testing & Quality Disputes

We support professional third-party testing from qualified laboratories, including HPLC and MS analysis.

If customers have quality concerns, the following standards apply:

Purity Issues

If an authorized third-party laboratory confirms that product purity does not meet the agreed quality standard, customers must provide a complete and verifiable Certificate of Analysis (COA).

Accepted laboratories only:

• Janoshik Laboratory;

Based on the verified testing results, we will discuss solutions including:

• Free replacement with qualified products;
• Appropriate compensation solutions.

Content / Quantity Deviation per Vial

Due to precision filling and lyophilization processes, minor variation between individual vials may occur.

A deviation within:

±1mg per vial

is considered a normal production tolerance range.

If third-party testing confirms that the actual content is significantly lower than the labeled specification and exceeds the acceptable tolerance, we will calculate the actual shortage and provide replacement products accordingly.

Cases that have already been resolved and mutually confirmed as completed shall be considered closed.

Any new independent issues must be submitted separately with new evidence and reviewed according to this policy.

7. Responsibilities

Customer Responsibilities

Customers are responsible for:

• Providing accurate shipping information;
• Cooperating with normal customs procedures;
• Properly storing products after delivery;
• Following recommended usage instructions;
• Reporting issues promptly;
• Providing complete and truthful evidence.

Company Responsibilities

We are responsible for:

• Confirming order details;
• Checking warehouse records;
• Coordinating logistics investigations;
• Conducting internal quality reviews;
• Providing reasonable solutions based on investigation results.

Our goal is to build long-term cooperation through transparent service, responsible communication, and reliable after-sales support.