Obtaining an RMA
You may contact us either by email at email@example.com or the contact form on our site. Please reference your order number and explain the circumstances for your return. Once our customer service staff has evaluated and approved your return request, we will send you return instructions.
Please note the following: Returns must be requested using the above email address or contact form. We will not authorize a return request via phone. This allows us to document every aspect of the return process to better serve our customers.
- Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- To complete your return, we require a receipt or proof of purchase.
- Please do not send your purchase back to the manufacturer.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error is not eligible for return or:
- Any item that is returned more than 14 days after delivery.
- Claims to management does not cover adverse reactions to the ingredients of the products are issues of individual and depends on genetic and environmental factors.
Defective merchandise MUST be reported to Semilac Usa within 72 hours of receipt of order. Upon contacting our customer service department we will evaluate your claim and if warranted issue a return merchandise authorization (RMA) or refer you to the manufacturer of the product for warranty replacement or repair. Upon receipt of your authorized return, the merchandise returned will be evaluated by our returns department in order to determine the best course of action which may include but is not limited to, no cost repair of product, replacement of product with product of equal or greater value, full purchase price refund including shipping or no credit or action at all depending on case by case circumstances. Return shipping will not be prepaid, you must ship your return at your expense. Reimbursements for return shipping charges may or may not be issued at our discretion.
We reserve the right to forward all warranty issues directly to the product manufacturers or to refer customers to the manufacturers with all or any guarantee, defective merchandise or warranty issues.
In the event you feel you have been shipped an order or received products that were shipped in error, you MUST contact us immediately. Upon our determination that a shipping error has occurred, we will issue an RMA and arrange for a reshipment or cross-shipment of your order.
Freight damage or damage that appears like it may have happened during transit MUST be reported within 24 hours of delivery. Do not open package unless instructed by our customer service staff. We will notify the delivery carrier and initiate return and claim processes and procedures.
- Refunds (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Late or missing refunds (if applicable)
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
- Sale items (if applicable)
- Exchanges (if applicable)
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.