(Applicable to all Products Ordered from NuvaGenic)
To return a Product for an exchange due to shipping damage you will need to obtain a Return Merchandize Authorization (“RMA”) number by contacting the Customer Care Department at +27-875502437 . An RMA number can ONLY be obtained by contacting the Customer Care Department by phone.
We cannot process or exchange Product marked “Return to Sender.”
To ensure that your account is correctly noted, you must send back Product returns to the address provided below along with your RMA number. The RMA number must be clearly written on the package that you are sending back. Our shipping department is NOT allowed to accept any packages without an RMA number. To return any product you must first contact our customer support at +27-875502437.
We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of third party delivery confirmation system to ensure proper delivery.
FULFILLMENT HOUSEATTN: RETURNS 451 South 300 WestSalt Lake City, UT 84101
Important Information for First-time International Customers:
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.
Declaration of Value and Product Description;
Due to International laws, we state the full value of your order on the shipping label, minus the shipping charge.
If you choose DHL or UPS International as your shipping method, we will send an itemized invoice along with your order. These invoices will indicate the name of each product you ordered, the quantity of each item, and the cost.
If you choose International Airmail, we will simply indicate the quantity of all the products you ordered along with the following product description, “Natural Products for Personal Use.” So, for example, if you ordered 2 each of 3 different products, for a total cost of 30 dollars, we will state the following on the shipping label:
Quantity Description Cost
6 Nutritional Supplements for Personal Use $30.00
Your shipping address, phone number and email address:
Please make sure your shipping address, phone number and email are full and complete. The phone number or email may be used by DHL or UPS to contact you in case the mail carriers have problems delivering your order.
Customs information: We will not be liable for packages refused or held by customs for delivery:
We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges we have incurred during shipping, such as warehousing fees, return postage fees, etc.
If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).
Refunds are not available if you choose Global Mail by DHL as a shipping method and your order is lost.
As a general rule, orders going through DHL or UPS are a lot more scrutinized by customs in your country and subject to more custom duties than DHL Global Airmail