Dietary Supplement Return Policy

Understanding the Return Policy for Food Supplements

Return and Withdrawal Policy

At Altai Origin (a Via Selection brand), we are committed to providing you with products of the highest quality. Given the nature of our products (food supplements), strict safety and hygiene rules apply in accordance with European legislation.

1. Right of Withdrawal (14 Days)

In accordance with article L221-18 of the Consumer Code, you have a period of 14 days to exercise your right of withdrawal starting from the receipt of your order.

  • Strict condition: For hygiene reasons, this right only applies to unopened, sealed products in their original intact packaging. Any product with a broken security seal cannot be returned.

  • Return shipping costs: Return shipping costs are the responsibility of the customer.

2. Eligibility Conditions for Return (30 Days)

Beyond the legal right of withdrawal, we accept returns up to 30 days after purchase, provided that:

  • The product is new, unused, and the factory seal is intact.

  • Proof of purchase (order number) is provided.

3. Return and Logistics Fees

  • Shipping costs: Customer's responsibility, unless the product is defective or it is an error on our part.

  • Processing fees: Since our products often benefit from free delivery, a flat fee of €10.00 will be deducted from each refund (excluding defective products). These fees cover logistical costs and compliance inspection.

4. Damage and Issues (Report within 48h)

Please inspect your order upon receipt. In case of a defective or damaged item:

  • Contact us within 48 hours of delivery.

  • Provide clear photos and proof of unboxing to validate your claim.

5. Refund Process

Once your return is received and inspected by our team in Strasbourg:

  • Notification: We will inform you of the approval or rejection of your refund after compliance check.

  • Timeline: Approved refunds are processed within 5 to 10 business days.

  • Method: The refund will be issued to your original payment method (minus processing fees).

6. How to Make a Return?

To initiate a return, please contact our support by email: support@altaiorigin.com. Once your request is validated, we will provide you with the return address.

General conditions of the return policy

The return policy for food supplements aims to ensure customer satisfaction while adhering to health standards. Generally, returns are accepted within a specific period, often 14 to 30 days, from the date of receipt of the product. However, food supplements must be returned in their original packaging, unopened and in perfect condition. This condition ensures that the products remain safe for consumption and free from contamination. It is important to carefully read the specific conditions of each store before making a return.

Procedure for a return

To initiate a return request, the customer must contact customer service using the provided contact details. A form or return authorization may be required to formalize the process. Once the request is validated, the customer must send the product according to the instructions provided, generally via a recommended carrier. Return costs are sometimes borne by the customer, unless the error comes from the seller. This clear procedure protects both the consumer and the seller by ensuring efficient and secure processing of returns.

Exceptions and products not eligible for return

Certain situations prevent the return of food supplements. For example, opened products, already consumed products, or products whose packaging has been altered generally cannot be returned. Some stores also exclude returns during promotions or for personalized products. These restrictions are put in place for hygiene and health safety reasons. It is therefore essential to check these elements carefully before purchasing to avoid any disappointment when requesting a return.