AllGenHealth Refund & Returns Policy

The refund & returns policy of AllGenHealth is divided into seven parts as follows.

• Part 1: Requesting a product refund & return or exchange
• Part 2: Steps for submitting a request for a refund and/or product return
• Part 3: Seller's rights
• Part 4: In the case of returning products and shipping costs responsibility
• Part 5: Making a refund
• Part 6: Communication between the customer and seller

Part 1: Requesting a product refund & return or exchange

The AllGenHealth refund & returns policy is divided into 2 types of cases:

• Case 1 is covered by AllGenHealth's 7 days Customer Protection;
• Case 2 is not covered by AllGenHealth's 7 days Customer Protection.

The details for each case are as follows:

Case 1 – Covered by AllGenHealth’s 7 days Customer Protection

Under AllGenHealth’s protection, the customer has 7 (seven) days from the confirmed delivered date, to request for a refund & return or an exchange of the product. A customer may only make such a request based on the following 4 (four) cases:

The customer has not received the product;

The product received was damaged during transportation;

The customer received the wrong product to what they had ordered, such as the wrong color, wrong size, wrong item, etc.

In case 1, a customer cannot request for a refund & return or exchange of a product if they have changed their mind.

Case 2 - Not covered by AllGenHealth’s 7 days Customer Protection

In this case, it is a legal relationship between the customer and the seller. If the customer requests for a refund or exchange of a product, which falls outside of AllGenHealth's 7 days Customer Protection, then AllGenHealth will only act as an intermediary in contacting the seller on the customer’s behalf. The right to make a final decision regarding the refund & return or exchange of a product belongs to the seller alone. If the seller agrees to the customer’s request for a refund & return or exchange, then the seller must send a written notice to AllGenHealth to confirm the agreement. If the seller rejects the customer’s request, then the seller will send a written notice to AllGenHealth to confirm the rejection. The response will be sent to the customer via the AllGenHealth Customer Care.

Part 2 - Steps for submitting a request for a product refund & return or exchange:

In the event that the product order is covered by AllGenHealth's 7 days Customer Protection, then the customer must submit a request to the AllGenHealth Customer Care through the contact form here.

AllGenHealth will investigate a refund & return or exchange request and consider the case accordingly. It is up to the discretion of the AllGenHealth Customer Care to check whether such a request fall within AllGenHealth's 7 days Customer Protection.

Part 3 – Seller's rights

When AllGenHealth receives a product refund & return or exchange request from a customer, AllGenHealth will send a written notification to the seller.

Case 1 – Covered by AllGenHealth’s 7 days Customer Protection

If the request fall within AllGenHealth's 7 days Customer Protection, AllGenHealth will send a written notification to the seller to inform them that they must process a refund & return or exchange as per the instructions of the customer.

Case 2 – Not covered by AllGenHealth’s 7 days Customer Protection

If outside of AllGenHealth's 7 days Customer Protection, AllGenHealth will send a written notification to the seller to inform them that the customer has made a request for a refund & return or exchange. The Seller must respond to the Customer within 7 (seven) days in writing via the AllGenHealth Customer Care. If AllGenHealth does not receive a written notification from the seller within the specified period, AllGenHealth will evaluate the request and make a decision on behalf of the seller.

Part 4 - In the case of returning products and shipping cost responsibility

To ensure a smooth process, we recommend that the customer immediately takes a photo and/or video upon receiving the products. When returning the products to the seller, please ensure that all components of the product are included. This will help speed up any dispute process.

Case 1 – Covered by AllGenHealth’s 7 days Customer Protection

If the request fall within AllGenHealth's 7 days Customer Protection, AllGenHealth will arrange the pickup of the products via AllGenHealth’s appointed third-party logistics provider at the expense of the seller.

Case 2 – Not covered by AllGenHealth’s 7 days Customer Protection

If outside of AllGenHealth's 7 days Customer Protection and the seller agrees to take responsibility of the return shipping cost, AllGenHealth will co-ordinate with the seller and the third-party logistics provider to pickup from the customer’s location and deliver to the seller at the expense of the seller.

If an agreement has been made between the seller and the customer for the customer to pay for the return shipping cost, then the customer must arrange the delivery of products to the seller’s location at the customer’s expense.

If the seller has not responded to the customer’s request within 7 (seven) days in writing via the AllGenHealth Customer Care and AllGenHealth’s final evaluation decides in favor of the customer for a return and refund, then AllGenHealth will arrange the pickup of the products from the customer via AllGenHealth’s appointed third-party logistics provider at the expense of the seller.

Part 5 - Making a refund

Refunds will be returned to the buyer's debit card, credit card or bank account according to the original payment method.

In the case where the customer pays by bank transfer via QR Code system, AllGenHealth will refund the money to the customer via bank transfer. The bank account name on the bank book must match to the AllGenHealth registered account name. For example, if the bank book shows a company name, the billing address in the customer’s AllGenHealth registered account, should also show that same company name. To verify this, AllGenHealth requires the customer to upload a copy of the account bank book and a copy of the customer’s identification card in the My Account section of the website. If the details match, AllGenHealth will proceed with the refund process.

For debit/credit card refunds, AllGenHealth will process the refunds back to the original card used to make the order payment.

Case 1 – Covered by AllGenHealth’s 7 days Customer Protection

If the request fall within AllGenHealth's 7 days Customer Protection, AllGenHealth will process the refund to the customer within 15 (fifteen) business days from AllGenHealth confirming the refund to the customer.

Case 2 – Not covered by AllGenHealth’s 7 days Customer Protection

If outside of AllGenHealth's 7 days Customer Protection and the seller has not responded to the customer’s refund & return or exchange request within 7 (seven) days of AllGenHealth notifying the seller, then AllGenHealth will refund the customer within 15 (fifteen) business days from the day that AllGenHealth confirms the refund to the customer.

If outside of AllGenHealth's 7 days Customer Protection and the seller has agreed to a refund the customer, then AllGenHealth will refund the customer within 15 (fifteen) business days from the day that AllGenHealth confirms the refund to the customer.

For refunds in Case 2, AllGenHealth will deduct the amount sold from the seller’s next billing cycle.

Part 6 - Communications between customer and seller

Any communication between the customer and seller can only be carried out via AllGenHealth. AllGenHealth’s customer care are an intermediary that can help officiate with both parties fairly. It is against AllGenHealth’s policies for a customer and seller to be communicating directly with each other.