Refund policy
Refund & Returns Policy
At Healthy Start (USA) LLC, customer satisfaction is our top priority. We strive to deliver the highest quality products and service. This Refund & Returns Policy outlines the process for returning or seeking refunds on purchases made directly from our official website: www.lazulife.com.
1. Applicable Products
This policy is applicable only to purchases made directly via our official website. For any purchases made through third-party retailers or distributors, customers must approach the respective sellers for assistance with returns or refunds.
2. Returns
We accept returns of unopened and unused items within 30 days of delivery, provided the products are in their original packaging and condition. Opened items will only be considered for return or refund under exceptional circumstances, following a case-by-case evaluation.
• Taste Preferences: Refunds will not be processed for dissatisfaction with product taste.
• Return Process: To initiate a return, contact us at sales-usa@lazulife.com with your order number. You must ship the item(s) back within 10 days after receiving a return authorization. Unauthorized returns will not be accepted.
• Return Shipping: Customers are responsible for return shipping costs unless the product is defective, expired, or incorrectly delivered.
• Sale Items: Products sold under discounts or promotions are final sale and are not eligible for returns, refunds, or exchanges.
Please note that returns will need to be sent to the following address:
Healthy Start (USA) LLC
355 K Street, Suite M
Chula Vista, California
USA, 91911
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
3. Refunds
Upon receipt and inspection of the returned product(s), eligible refunds will be processed within 7–10 business days. Refunds for approved claims not requiring physical returns will be processed within 72 hours.
• Bundled Offers: If refunding a portion of a bundle or combo pack, the refund will be calculated on a pro rata basis relative to the price paid for individual items in the bundle.
• Non-Refundable Items include:
- Opened or used items
- Gift cards or vouchers
- Clearance Sale or last-chance items
4. Refund Request Process
1. Email us at sales-usa@lazulife.com with:
- Your full name and order number
- Description of the issue, and photos where applicable
2. Our team will evaluate your request within 2–4 business days and confirm eligibility.
3. Approved refunds will be initiated and confirmation sent via email.
5. Exchanges
Unopened items in original condition can be exchanged within 14 days of delivery. Opened products are eligible for exchange only under approved cases, subject to inspection.
6. Defective or Incorrect Items
If you receive a defective or incorrect product, contact us within 7 days of delivery at sales-usa@lazulife.com. We will arrange for a replacement or full refund at no extra charge.
7. Product Verification Before Use
Please verify that the received product matches your order before opening or consuming it. Opened products may not be accepted for return unless they are proven to be defective or mislabeled.
8. Additional Guidelines
• Damage Claims: Notify us of any damaged product within 72 hours of delivery with photographs.
• Return Packaging: Items damaged due to improper unboxing (e.g., using blades or scissors) are not eligible for return.
• Improper Storage: Products removed from their original packaging or improperly stored will be ineligible for return.
• Timely Claims: All issues must be reported within 72 hours of delivery for swift resolution.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales-usa@lazulife.com.