Refund policy

Refund and Return Policy

Last Updated: January 24, 2026

At isiGude, we want you to be completely satisfied with your purchase. This policy explains our return and refund procedures for products purchased through our website.

Because we work with multiple suppliers, our return policies vary by product type. Please review the section that applies to your specific product.

General Return Guidelines

Returns must be requested within the specified timeframe for each product type
Products must be in their original condition unless defective or damaged
Proof of purchase (order number) is required for all returns
Return shipping costs are the customer's responsibility unless the item is defective or we made an error

To initiate a return, contact us at:
Email: return@isigude.com
Phone: +1 (813) 667-6911

1. Nutritional Supplements (Native Ceuticals Products)

Return Eligibility

We accept returns for:

Unopened products in original packaging
Products in the same condition as received
Returns requested within 14 days of delivery

We do NOT accept returns for:

Opened or used supplement products (for health and safety reasons)
Products past the 14-day return window
Products without original packaging
Products damaged due to misuse or improper storage

How to Return Supplements

Contact us within 14 days of delivery
- Email: retrun@isigude.com
- Include your order number and reason for return
Wait for return authorization
- We will provide return instructions and a return address
- Do not send items back without authorization
Ship the product
- Pack items securely in original packaging
- Use a trackable shipping method (recommended)
- Keep your tracking number
Return shipping costs
- Customer is responsible for return shipping
- We recommend insurance for items over $75

Refund Process

We will inspect returned items within 5 business days of receipt
You will receive an email confirming receipt and inspection status
If approved, refunds will be issued to your original payment method within 14 days
Return shipping costs will be deducted from your refund
Please allow 3-5 additional business days for the refund to appear in your account

Defective or Damaged Supplements

If you receive a defective or damaged supplement product:

Contact us within 30 days of delivery
Provide photos showing the defect or damage
Include order number and description of the issue
We will provide a prepaid return label (if return is necessary)
You will receive a replacement or full refund, including original shipping costs

2. Korean Skincare Products (HyperCape)

Return Eligibility

We accept claims for:

Defective or damaged items (within 30 days of delivery)
Lost packages (within 30 days of estimated delivery date)
Manufacturing defects or shipping damage

We do NOT accept returns for:

Buyer's remorse or change of mind
Size exchanges (unless product was defective)
Sealed hygiene products that have been opened
Color or size variations within normal ranges
Products past the 30-day claim window

How to File a Claim

Contact us within 30 days
- Email: return@isigude.com
- Include your order number
Describe the issue
- Provide detailed description
- Include clear photos showing defect or damage
Wait for review
- We will review your claim within 3-5 business days
- We may request additional information or photos

Resolution

Approved claims receive a replacement product or refund (at our discretion)
We provide a prepaid return label if the product must be returned
Refunds processed within 14 days of claim approval
Issued to your original payment method

3. Custom Printed Items (Printful Products)

Return Eligibility

We accept claims for:

Misprinted or defective items (within 30 days of delivery)
Items damaged during production or shipping
Wrong items sent
Lost packages (within 30 days of estimated delivery)

We do NOT accept returns for:

Custom items that match your design specifications
Personalized products (unless defective)
Buyer's remorse
Sealed hygiene items (e.g., face masks) once opened
Minor color variations due to printing or screen differences
Size variations within industry standards

How to File a Claim

Contact us within 30 days
- Email: return@isigude.com
- Include order number and photos
Describe the defect or error
- Explain what is wrong with the item
- Provide clear photos from multiple angles
Wait for review
- We will review your claim within 3-5 business days

Resolution

Approved claims receive a replacement or refund
We cover all costs for our errors
Refunds processed within 14 days of approval
No return shipping required for defective items

4. Wellness Tools & Accessories (Mount Lai Products)

Return Eligibility

We accept returns for:

Unopened products in original packaging
Products in the same condition as received
Returns requested within 14 days of delivery

We do NOT accept returns for:

Opened or used products
Products without original packaging
Products damaged by customer
Products past the 14-day return window

How to Return Wellness Tools

Contact us within 14 days of delivery
- Email: retrun@isigude.com
- Include order number and reason for return
Receive return authorization
- We will provide return address and instructions
Ship the product
- Pack items securely in original packaging
- Use trackable shipping (recommended)
- Customer pays return shipping costs

Refund Process

Returned items inspected within 5 business days
Refunds issued to original payment method within 14 days
Return shipping costs deducted from refund

Defective Wellness Tools

If you receive a defective wellness tool:

Contact us within 30 days
Provide photos of the defect
We provide replacement or full refund (including shipping)

5. General Refund Information

Refund Method

All refunds issued to original payment method
Credit cards: 5-10 business days to appear on statement
PayPal: 3-5 business days
Debit cards: 5-10 business days

Refund Amount

Product cost (if return approved)
Original shipping (only if item defective or our error)
Return shipping costs deducted (unless item defective)
Taxes refunded (if applicable)

Non-Refundable Items

Opened supplement products
Custom/personalized items (unless defective)
Digital downloads
Gift cards
Products past return window

6. Exchanges

We do not offer direct exchanges.

To exchange an item:

Return the original item for a refund
Place a new order for the desired item

Exception: Defective items will be replaced directly (no need to place new order).

7. Wrong Address / Unclaimed Shipments

Incorrect Address Provided

If you provide an incorrect or incomplete shipping address:

We are not responsible for misdelivered packages
You are responsible for reshipment costs to correct address
Contact us immediately if you notice an address error

Unclaimed or Refused Shipments

If your package is returned because it was:

Unclaimed at delivery location
Refused by recipient
Undeliverable due to incorrect address

Then:

Package held for 30 days after return
You may request reshipment (shipping costs apply)
After 30 days, unclaimed packages may be donated without refund

8. Lost or Stolen Packages

Package Shows "Delivered" But Not Received

If carrier tracking shows "Delivered" but you haven't received your package:

Wait 48 hours (sometimes carriers mark as delivered early)
Check with neighbors, household members, and alternative delivery locations
Contact the carrier directly to file a claim
Contact us if carrier cannot locate package

Important: We are not responsible for packages marked as delivered by the carrier. If tracking confirms delivery, we cannot provide refunds or replacements.