At DGM Supplements, we are committed to ensuring that our products reach customers in good condition while maintaining the highest standards of quality and safety.
1. Shipping, Taxes and Charges
We ship our products internationally. Shipping costs and estimated delivery times are displayed during checkout before the order is confirmed.
International orders may be subject to taxes, customs duties, import fees or clearance charges imposed by the destination country. Unless expressly stated at checkout that these charges are included in the total amount, the customer is responsible for paying them.
Free shipping, where offered, covers shipping costs only and does not include any applicable taxes, customs duties, import fees or clearance charges.
If taxes and charges are prepaid or included in the order total, this will be clearly displayed during checkout.
2. No Returns or Exchanges
Because our products are dietary supplements and consumable goods, we do not accept returns or exchanges once an order has been dispatched and has left our warehouse, including unopened products.
This restriction is necessary for health, safety and quality-control reasons. Once a product has left our control, we cannot verify the conditions under which it has been transported or stored, and a dietary supplement that has already been dispatched to a customer cannot be resold.
Returns or exchanges are not accepted in the following circumstances:
- The customer changes their mind after the order has been dispatched.
- The customer orders the wrong product, flavour or quantity.
- The taste, smell or texture does not suit the customer's personal preference.
- The product does not produce the customer's expected personal results.
- The product has been opened or used, or its safety seal has been removed.
- The product is damaged due to misuse or improper storage after delivery.
- The customer did not review the ingredients, warnings or directions for use before purchase.
3. Cases We Will Review
This policy does not affect the customer's rights if the order arrives in any of the following conditions:
- An item is missing from the order.
- An expired product is received.
- The product is materially different from the specifications stated in the order.
In these circumstances, we will review the request and provide an appropriate remedy in accordance with the circumstances and applicable law. This may include resending the product or refunding its value.
4. Reporting an Order Issue
Customers should inspect their order immediately upon delivery.
If an item is missing, expired or materially different from the specifications stated in the order, please contact us within 48 hours of delivery through the Contact Us page or WhatsApp.
Please provide our customer service team with the following information:
- Order number.
- Name of the affected product.
- A clear description of the issue.
- Photographs of the outer packaging.
- A photograph of the shipping label.
- Photographs or a video showing the condition of the product.
- A photograph of the batch number and expiry date, where relevant.
Please retain the product and all packaging materials and do not use or dispose of them until the review has been completed.
Failure to contact us within 48 hours does not remove any mandatory rights granted to the customer by law, but it may affect our ability to verify the condition of the order at the time of delivery.
5. Review of the Request
Each request is reviewed individually, and we may request additional information or photographs to complete our assessment.
Products must not be sent back to Germany without prior approval and return instructions from DGM Supplements.
If a return is required, we will provide the customer with the applicable return steps and approved shipping method.
Products returned without prior approval may not be accepted or processed.
6. Refunds
If a refund is approved, it will be issued to the original payment method used for the purchase.
We normally issue an approved refund within 7 to 14 business days. The customer's bank or payment provider may require additional time for the amount to appear in the customer's account.
The refund amount will equal the amount actually paid for the product after applying any discounts or promotional offers.
Shipping, customs, tax, storage and clearance charges are non-refundable unless the issue resulted from an error by DGM Supplements or applicable law requires otherwise.
7. Order Cancellations
An order cancellation may only be requested before the order has entered processing or been dispatched.
Please contact us immediately after placing the order. We will make reasonable efforts to process the cancellation request, but cancellation cannot be guaranteed once preparation has started.
Once an order has been dispatched and handed over to DHL, it cannot be cancelled or amended, and the products in the order cannot be exchanged.
8. Refused or Unclaimed Orders
The customer is responsible for providing a correct address and telephone number, responding to the carrier, and supplying any documents or information required for delivery or customs clearance.
Refusing a shipment or failing to respond to the carrier does not constitute an automatic cancellation of the order.
Orders that are refused, unclaimed or returned because of an incorrect address or failure to complete customs-clearance requirements are not automatically eligible for a refund.
If the carrier returns the order to DGM Supplements, the case will be reviewed. Shipping, return, storage and customs costs may be deducted from any amount that may be refundable.
9. Consumer Rights
This policy is not intended to restrict any mandatory consumer rights provided under applicable law.
If any provision of this policy conflicts with a mandatory legal right granted to the customer, the applicable mandatory legal provision will prevail.
10. Contact Us
For assistance with an order issue, please contact us through the Contact Us page or WhatsApp and provide your order number and details of the issue.