Effective date: [INSERT EFFECTIVE DATE]
Order Cancellation
Contact [INSERT SUPPORT EMAIL] immediately if you need to request cancellation. We may cancel and refund an order only before fulfillment has begun. Once an order has been packed, labeled, transferred to a carrier, or otherwise entered irreversible processing, cancellation is not guaranteed.
Change-of-Mind Returns
Because product storage conditions, chain of custody, identity, and environmental exposure cannot be verified after shipment, AKEM does not accept change-of-mind returns or exchanges. Please confirm product, strength, quantity, address, and payment information before submitting the order.
Damaged, Incorrect, Missing, or Defective Items
Contact support within 14 calendar days after delivery if an order arrives visibly damaged, contains an incorrect item, is missing an item, or appears defective. Include:
- order number
- product name and strength
- batch or lot code
description of the issue; and
clear photographs of the shipping box, carrier label, internal packing material, product label, and damage or discrepancy.
Retain the product and all packaging until the claim is resolved. AKEM may compare the claim with fulfillment, weight, photographic, inventory, and carrier records.
For this Policy, “defective” means a verified shipping, labeling, identity, quantity, packaging, or documented specification nonconformity. It does not mean that a material failed to produce an expected experimental result.
For a verified claim, AKEM may, as appropriate, replace the affected item at no additional shipping charge, provide store credit with your agreement, or refund the amount paid for the affected item. Original outbound shipping is refunded only when the entire shipment is canceled before fulfillment, the carrier confirms loss of the entire shipment before delivery, AKEM shipped the entire order incorrectly, or applicable law requires it. An item-only refund does not include the original outbound shipping charge. One resolution is provided per affected item unless applicable law requires otherwise.
Items Not Eligible for Return
Unless required by law, AKEM will not accept:
- opened, reconstituted, used, altered, relabeled, or tampered products
- products stored or handled contrary to supplied information
- products without proof of purchase from AKEM
- claims submitted after the stated period without a legally required exception
- damage or loss caused by an incorrect address or customer-directed rerouting; or
- unauthorized returns.
Lost or Delivered-Not-Received Packages
Contact support if tracking has not updated for five consecutive business days. If a carrier confirms loss before delivery, AKEM will review the carrier record and may replace or refund the affected shipment.
If tracking shows delivery but the package cannot be located, check the delivery area, household members, neighbors, mailroom, and building management and allow 24 hours. We will assist with a carrier inquiry when appropriate, but a delivered scan does not automatically establish eligibility for refund or replacement.
Return Authorization
Do not mail a product back without written authorization and instructions from AKEM. Unauthorized returns may be refused and destroyed when necessary to protect chain of custody and safety.
Refund Timing
Approved refunds are submitted to the original or another lawful payment method. Banks and payment providers control posting time; most refunds appear within 5–10 business days after submission. Manual-payment refunds may require a verified lawful return channel.
Non-Waivable Rights
Nothing in this Policy limits a right or remedy that cannot lawfully be waived.