Return and Exchange
At COLLAGEN, we are committed to providing high-quality products that meet the expectations of our valued customers, ensuring a smooth shopping experience with clear policies. We understand that sometimes, you may need to return or exchange a product, which is why we have a clear and simple policy in place to ensure your satisfaction.
Order Cancellation – Part of Our Return and Exchange Policy
We offer our customers the flexibility to cancel an order within 24 hours of completing the payment process.
Cancellation Terms:
✔ Cancellation is allowed within 24 hours after purchase.
✔ After 24 hours, the order is processed and cannot be canceled, as it moves into the shipping phase to ensure timely delivery.
✔ Refunds for canceled orders will be processed within 5-7 business days.
To cancel an order, contact us immediately through WhatsApp or email.
Return and Exchange – Everything You Need to Know
At COLLAGEN, we do not accept returns or exchanges once the product has been dispatched and received. This policy is in place to maintain product quality, purity, and customer safety.
Why Can’t We Accept Returns?
✔ We prioritize hygiene and safety, ensuring that every product is fresh and untampered.
✔ Our products are perishable health supplements, which require strict handling measures.
✔ Allowing returns could compromise product integrity and affect customer trust.
Exception: If you receive a damaged or incorrect item, please contact us within 24 hours of receiving your package.
What If I Receive a Damaged or Wrong Item?
In rare cases where you receive a damaged, defective, or incorrect product, we will replace it free of charge.
Steps to Report an Issue:
1️⃣ Take clear photos/videos of the product showing the issue.
2️⃣ Contact our support team via WhatsApp or email within 24 hours of receiving your package.
3️⃣ Provide your order number and description of the issue.
4️⃣ Our team will review your case and arrange a replacement.
Important: We do not offer refunds in these cases but will ensure that you receive a proper replacement.
How to Ensure a Smooth Shopping Experience
To avoid any issues with returns and exchanges, follow these tips:
✔ Double-check your order before confirming payment to ensure you have selected the right product.
✔ Carefully read product descriptions to understand ingredients and benefits before purchasing.
✔ Store your collagen products properly to maintain their freshness and effectiveness.
Frequently Asked Questions (FAQs) About Returns & Exchanges
Can I return a product if I changed my mind?
No, due to hygiene and safety concerns, we cannot accept returns once the product has been opened or received.
How long does it take to process a refund for canceled orders?
Refunds for canceled orders are processed within 5-7 business days.
What if my order is delayed or lost?
If your package is delayed or lost, contact us, and we will assist you in tracking your order or arranging a replacement if necessary.
How do I contact customer support for return or exchange issues?
✔ You can reach our support team via:
📞 WhatsApp: +971-588-44-1890
📧 Email: info@mycollagenuae.com
Do you offer refunds for defective products?
No, but we will provide a free replacement if you receive a damaged or incorrect item.
Contact Us for Return and Exchange Inquiries
If you have any further questions about our Return and Exchange policy, please don’t hesitate to contact us. Our team is available to assist you with any concerns and ensure you have a smooth shopping experience.
📞 WhatsApp: +971-588-44-1890
📧 Email: info@mycollagenuae.com
Thank you for choosing COLLAGEN – We are dedicated to providing the best service and highest-quality products!
If you have any questions regarding our Return and Exchange policy, feel free to reach out. Our support team is happy to assist you!