1. Contact Us:
   To request a return, please contact our Customer Service team at sales@doublewoodsupplements.store with your order details and reason for return. Once your request is approved, our team will provide return instructions. All returns must be approved before being sent back.
   
2. Provide Required Photos (If Requested):
   As part of our investigation process, we may request clear photos of the products, their labels, the bottom of the bottles, and the packaging they arrived in. This helps us verify the issue and process your request accurately. Please note that we may not be able to honour claims for missing items if the package or its contents cannot be shown.
   
3. Meet Return Conditions:
   Return shipping costs are the responsibility of the customer. Returns must be requested within 30 days of delivery, and products must be in their original condition and packaging. Items returned in unsuitable condition or outside our 30-day money-back guarantee may not qualify for a refund.
   
4. Ship Securely & Track Your Return:
   Ensure your return is securely packed and sent via a trackable shipping service. Double Wood Supplements cannot refund items that do not reach our warehouse. Once received, returns are processed within 24–48 hours.

If your order arrives damaged, defective, missing, or incorrect, please contact our Customer Service team at sales@doublewoodsupplements.store within 7 days of delivery. Include your full name, order number, a brief description of the issue, and clear photos of the item(s), the shipping package, and the LOT number (for defective items).

Once your claim is reviewed and approved, we’ll arrange a replacement or refund, and in some cases, provide a prepaid return label at no cost to you. Please keep all original packaging, as we may not be able to honour your claim if it has been discarded. This helps us verify the issue and speeds up the investigation process.

Refund eligibility is based on our 30-day money-back guarantee. Once your return is received and approved, we’ll issue a refund for the item’s original purchase price (shipping costs are non-refundable unless the error is on our part).

Refunds are processed to your original payment method within 7–10 business days, and you’ll receive an email confirmation once complete. In some cases, store credit may be offered as an alternative. If we issue a return label, a fee may be deducted from your refund.

Refunds typically take 7–10 business days to appear on your original payment method. Depending on your shipping method, returns may take up to 10 business days to reach our warehouse. Once your refund has been completed, you will receive an email confirmation.

If you purchased a Double Wood product from a third-party seller or another online retailer, please contact them directly for assistance. For example, orders placed through Amazon must be handled by the Amazon seller. While Amazon may occasionally refer customers back to us, we are unable to issue refunds or replacements for products not purchased directly through our website.

Orders delivered to an incorrect address provided by the customer are not eligible for a refund unless the package is returned to our warehouse, minus shipping costs. If an order is returned due to an invalid or undeliverable address, we can reship it, but the reshipping cost will be the customer’s responsibility.

Once a courier confirms that a package has been delivered to the correct address, we are unable to reship or issue a refund. We cannot be held responsible for packages that are stolen or go missing after delivery confirmation.

Before contacting us, please check around your property and with neighbours or household members to ensure the package was not received on your behalf. For added security, we recommend choosing a safe delivery location and contacting the courier directly if you have concerns.

If a package is returned to us as undeliverable, additional shipping fees may apply to resend your order. Our team is always here to help if you need further assistance.

If you believe your package is lost in transit, please contact our Customer Service team or reach out to the courier directly. Once the courier confirms that a package is lost, we will gladly issue a replacement or refund. A package may be considered lost if there has been no tracking movement for 4 weeks or more.

Shipping costs are non-refundable. Refunds for refused packages are issued only once the returned package has arrived at our warehouse. If the courier charges return shipping fees, we reserve the right to deduct these costs from your refund.

This policy also applies to packages refused at customs due to unpaid duties, VAT, or taxes. These charges are determined by the destination country and are the customer's responsibility.

We cannot issue refunds for orders seized, damaged, or destroyed by customs unless the package is successfully returned to us. If returned, we will refund the product cost only. Shipping fees are non-refundable.

In some cases, store credit may be issued instead of a refund. Store credit will appear as a payment option at checkout and can be applied when you are logged in to your customer account.

In rare cases, stock shortages may affect subscription orders. If an item in your subscription is unavailable at the time of processing, we will notify you by email and issue a refund for the out-of-stock product. The rest of your order will ship as normal. Once the item is back in stock, it will be included in your next scheduled subscription shipment.

Subscription orders are automatically processed according to your selected delivery schedule. You’ll receive a confirmation email 2 days before your subscription renews. We’re happy to make changes or cancel your subscription any time before the order has shipped, even if it has already been fulfilled.

Once an order has shipped, it cannot be cancelled. If you no longer wish to keep the product, you may return it to our warehouse for a refund (minus shipping costs).