Refund policy

1. Scope 

This Returns and Refunds Policy applies to products purchased directly from polykye.com and forms part of the PolyKye Terms of Service and Sale. It is operated by Canurta Naturals USA Inc., doing business as PolyKye (“PolyKye,” “we,” “us” or “our”). Shipping-related issues are also subject to the Shipping and Delivery Policy. 

Products purchased from another retailer, marketplace, practitioner or distributor must be returned through that seller under its policies. We cannot refund a purchase that was not made directly from PolyKye. 

2. Standard return eligibility 

You may request a return within 30 days after delivery. To qualify for a change-of-mind return, the product must be unused, unopened, in its original saleable condition, and have its original tamper-evident seal, labels and packaging intact. Proof of purchase from polykye.com is required. 

A return request must be approved before anything is sent back. Approval of a request does not guarantee a refund; returned products are inspected after receipt. Unless we provide different instructions, an approved return must be shipped within 14 days after the return authorization is issued. 

We do not charge a restocking fee for an eligible standard return. Original shipping charges are not refundable for a change-of-mind return, and the customer is responsible for return shipping and any loss or damage during return transit. 

3. Products that cannot be returned 

Because PolyKye products are intended for personal use and may be ingestible, we cannot accept a change-of-mind return of a product that has been opened, used, sampled, altered, damaged after delivery, or had its seal, label or packaging removed or compromised. 

The following are also ineligible unless applicable law requires otherwise: 

This section does not limit rights relating to a product that arrived damaged, defective, incorrect, contaminated, tampered with or otherwise nonconforming. 

4. Damaged, defective, incorrect or missing products 

Inspect the package and products promptly after delivery. If an item is damaged in transit, defective, incorrect, leaking, opened unexpectedly or missing, contact us as soon as reasonably possible, preferably within 7 days of delivery. Include the order number, a description of the issue, and clear photographs of the product, packaging, shipping label and visible damage when available. 

Keep the product and packaging until we confirm whether they are needed for review, return or a carrier claim. Do not use a product that appears contaminated, tampered with or unsafe. We may request reasonable additional information, but we will not require a return when doing so would be unsafe or impractical. 

After review, we may provide a replacement, refund the affected item and eligible shipping charges, authorize a return at our expense, or provide another remedy required by law. Availability may determine whether replacement is possible. 

5. How to request a return 

Use the return option in your PolyKye customer account, if available, or the Contact Us link on polykye.com. Provide: 

If the return is approved, we will provide the return location and instructions. Do not mail a return to our corporate address or any address shown on a package without authorization. Unauthorized returns may be refused, delayed or ineligible for a refund. 

6. Return shipping 

For an eligible change-of-mind return, you are responsible for arranging and paying for tracked return shipping. If we provide a prepaid label for convenience, its stated cost may be deducted from the refund. We recommend keeping the receipt and tracking number. We are not responsible for an unauthorized return or a return that is lost or damaged before it reaches the approved return location. 

If we confirm that the product was damaged, defective, incorrect or otherwise nonconforming when delivered, we will provide return instructions and cover reasonable authorized return shipping when a return is required. 

7. Inspection and refund amount 

We inspect returned products and notify you whether the return is approved. An approved refund is based on the amount actually paid for the eligible product after discounts, credits or promotions. We do not refund more than the original transaction amount. 

We may reduce or deny a refund when the product is returned used, opened, incomplete, outside the authorized window, damaged after delivery, or otherwise different from the condition represented in the return request, except where applicable law requires another result. 

For a bundle or promotion, the refund may be recalculated based on the items kept and the terms of the original offer. A free gift must be returned with the qualifying purchase or its stated value may be deducted where permitted. Shipping charges are refunded only when stated in this Policy, required by law, or approved because of our error or a confirmed pre-delivery loss. 

8. Refund timing and method 

After a refund is approved, we generally initiate it within 10 business days to the original payment method. Your bank, card issuer or payment provider may require additional time to post the credit. A refund to a gift card or store credit is returned in the same form unless law or the payment provider requires otherwise. 

If more than 15 business days have passed since we confirmed that a refund was approved, contact us. We may need to confirm processing details with Shopify or the applicable payment provider. We are not responsible for a delay caused solely by the customer's financial institution after the refund has been initiated, but we will provide reasonable assistance. 

9. Exchanges and replacements 

We do not guarantee direct exchanges. For an unopened change-of-mind item, the usual process is to complete an approved return and place a new order. A replacement approved for a damaged, defective, incorrect or missing item is subject to inventory and may be shipped without waiting for a return when we determine that is appropriate.