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What is your return and refund policy for the 30% grade?
Returns and refunds are handled on a case-by-case basis depending on the nature of the issue. We do not accept returns for opened or partially used product unless a spec failure is confirmed.
Return / Refund Scenarios
| Scenario | Action | Who Pays Freight |
|---|---|---|
| Spec failure (Mogroside V < 30%, heavy metal exceed) | Full refund or replacement | Seller |
| Contamination / foreign matter | Full refund + investigation | Seller |
| Wrong product shipped | Replacement + freight | Seller |
| Transit damage (insured) | Insurance claim | Insurance |
| Transit damage (uninsured) | Negotiated partial credit | Buyer |
| Dissatisfaction (no spec issue) | Partial refund / future credit (goodwill) | Buyer |
Process
- Report issue within 10 business days of receipt with evidence (COA, photos, test results)
- We investigate within 5 business days
- If confirmed defect: refund issued within 10 business days OR replacement shipped
- For minor issues: we typically offer partial refund or future order credit rather than physical return (cheaper, faster)
Because the 30% grade is a natural food ingredient, we recommend resolving most issues via partial credit or replacement rather than physical return — this avoids double freight cost and customs re-entry complications. For any quality concern, contact us first before disposing of product.
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This article was published on 2026-09-02, and last updated on 2026-09-02. The article will be continuously updated.
