Prodex™ would like you to be completely satisfied with your purchase. Your happiness is our highest priority. Regrettably, we cannot offer a refund or exchange once the product has been opened and used unless the product is faulty or defective.
Because of the nature of this product, we can accept returns for damaged or defective goods only. These returns must be made within 7 days of your receipt of the product.
If you feel you have received a faulty or defective product, please email us at dexter@prodexnutrition.com for further instructions.
Only products purchased on www.prodexnutrition.com may be returned for a refund or exchange. We cannot accept items purchased from another retail store location for an exchange or refund. We also cannot accept empty products or partially used products for refund or exchange. Products which are not eligible for return or exchange will not be returned to sender and will not be eligible for credit. Costs to return items to Prodex™ are the responsibility of the customer.
The Return Process
To expedite the handling of your return, we recommend using the original packaging to return your product to us. We do not offer credit refunds only exchange of faulty or defective products. Once the item is received we will process return / exchange. We do not issue return postage or labels; it is your responsibility to pay for the shipping of unwanted product(s) or damaged product (s). You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number for your records. We cannot be responsible for packages lost in transit without proof of tracking. Please email dexter@prodexnutrition.com for the exact address depending on your location to return the products.
Once your return is received, your exchange will be processed within 10 business days. You will receive a confirmation email when your return has been processed. Once your return has been processed, please allow for the standard shipping time for the goods to be delivered to you.
For a product to be eligible for return, the following conditions must apply:
- The issue must be reported to Prodex™ within 7 days of your receipt of the product.
- Prodex™ must be contacted immediately if products are damaged as a result of shipping.
- A detailed description of the damage must be provided to the Customer Care team.
- Product(s) is returned in the condition it was received unless there is full proof that the products has been destroyed or defected such that it would be unable to be shipped back.
NOTE: We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 7-days return / exchange policy time frame and without a photo of the broken items and / or package. Prodex™ is not liable for missing packages with confirmed delivery by courier.
Prodex™ will not accept product returns for the following:
- General customer or end-consumer dissatisfaction.
- Skin breakouts.
- Any ill feeling you may be feeling due to the product.
- Lack of sales.
- Testers (due to the unregulated condition of use and storage).
- Products not stored according to the required conditions of storage outlined in the label.
Replacement / Credits
- If a return is approved, a replacement will be issued.
- You will be notified via email once the return has been processed.
- Original shipping and handling costs are non-refundable.
Cancelling an Order
Email dexter@prodexnutrition.com to check if you’re order has been shipped out, if it has then cancelling an order would not be possible. If we have not sent the products out will cancel the order for you and debit 92.5% of the total bill paid to account for payment processing fees that are incurred during the process.
IN THE EVENT OF ANY PERCEIVED ABUSE OF PRODEX™ SATISFACTION GUARANTEE, TO BE DETERMINED AT THE SOLE DISCRETION OF DEX NUTRITION SDN. BHD. A RETURN OR EXCHANGE MAY NOT BE HONORED.