KuraVelo1. Conditions
To qualify for a return under our 30-day policy, products such as KuraVelo Pure IsoWhey and KuraVelo Active AminoMatrix must remain completely unopened, unused, with factory plastic collars and inner induction foil seals fully intact, housed in their original shipping cartons alongside the authentic delivery receipt.
2. Return processing steps
- Submit a return request to [email protected] specifying the Philippine order number, affected item names, and batch codes
- Receive a Return Merchandise Authorization (RMA) reference code together with the designated return logistics depot address in the Philippines
- Pack the unopened supplement containers securely inside a protective shipping carton to prevent transit damage
- Receive reimbursement through direct bank transfer within 3-10 business days following technical inspection and hygiene validation at our warehouse
3. Who pays return shipping
We cover shipping for broken, defective, or incorrect tubs via prepaid courier labels or collection. If you simply decided against keeping the product, you pay return transit; no extra restocking fees apply.
4. Refund timing and method
Refunds release within 3 business days of product verification. Cash-on-delivery payments transfer directly to your designated bank account; wire transfers revert to the originating account. Financial institutions post funds in 1-5 business days.
5. Resolution protocols by case
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Proper tub dispatched, incorrect item retrieved | None |
| Parcel lost | Replacement shipment or full refund once courier trace concludes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of product purchase value | Return shipping only |
6. Exchanges
To swap flavours, tub sizes, or supplement formulas, submit a standard return and place a separate purchase online; we credit your returned item upon arrival. If the exchange stems from our packing error, replacement transit is free.
7. Cancelling an order
Cancel unfulfilled orders at zero charge before warehouse dispatch. Send your order reference to [email protected]. Once a parcel departs, standard return rules take over.
8. Questions about this policy
Reach [email protected] or ring +63 186 049 808 through Mon-Fri 08:00-16:45, Sat 09:00-13:30, break 13:00-13:30. Expect an answer within one business day.