Refund policy
RETURN & REFUND POLICY
At ZELC Naturopathic’s, we stand out to offer top-quality natural supplements. Here’s how our return process works, following Puerto Rico’s Department of Consumer Affairs (DACO) Law 5:
I. Return Window
• You’ve got 15 calendar days from the delivery date shown by the postal service to request a return. After 15 days, all sales are final.
II. Product Conditions
Since these are health and dietary supplements, we apply strict safety measures:
• Only fully sealed products in their original packaging, unaltered and with intact labels, will be accepted.
• Returns of open supplements, products with broken plastic or thermal safety seals, or those showing signs of use will not be accepted.
III. Available Refund Options
Once we receive the item in our warehouse and its physical and sealed condition is verified, the customer can choose one of the following options:
• Store Credit: An email will be sent indicating the store credit, which will be valid for a term of 1 month (30 days) from the date of issue.
• Money Order: A money order will be sent via regular mail to the customer's address. The issuance and inspection process could take 7 to 14 business days.
• Important Note: The cost of purchasing and processing the money order will be deducted directly from the total of your refund. Initial shipping costs are non-refundable.
IV. Damaged or Broken Products Clause in Shipping
If your product arrives broken, spilled, or damaged due to handling by the postal company (USPS), we guarantee a replacement as follows:
• The customer must report the damage within the first 48 hours of receiving the package.
• Clear photos of the damaged packaging, the shipping label, and the condition of the product must be sent to the following email: zelcnaturopathics@gmail.com or send the word CLAIM to 787-956-8988.
• Once the damage is validated, we will send a replacement product at no additional cost to the customer. In these specific cases of shipping damage, no money orders or credits will be issued, only the replacement of the previously ordered supplement.
V. Process to Request a Refund
1. Send an email to zelcnaturopathics@gmail.com with your order number and a photo showing that the product is still factory sealed.
2. After receiving our written approval, the customer must mail the package to the address we provide.
3. The customer will be fully responsible for the return shipping costs to our warehouse.