Shipment Protection Policy

Every tracked domestic order includes free shipment protection, automatically. There is nothing to add, select, or pay for — coverage applies to every qualifying order.

Covered against loss in transit and documented damage. Coverage ends upon carrier-confirmed delivery.

How coverage works

• If carrier tracking confirms delivery, Refinalis is no longer responsible for loss, theft, or disappearance after delivery, unless the carrier subsequently confirms that it was delivered incorrectly.
• A shipment may qualify as lost when the carrier confirms loss, or when it remains undelivered beyond the investigation period we determine with the carrier for that shipment.
• Ordinary carrier delays do not qualify as loss.

Filing a transit-damage claim

• Claims must be submitted within 7 calendar days of delivery.
• Claims require clear photographs of the shipping box, the shipping label, the internal packaging, and the damaged product.
• Keep all packaging until your claim is resolved — we may need to review it.

What isn’t covered

• Loss, theft, or disappearance after carrier-confirmed delivery (see above).
• Ordinary carrier delays where the carrier eventually confirms delivery.
• An address mistake entered by the customer, a refused delivery, or an unclaimed package.
• Choosing the wrong product, strength, or variant — this is not transit damage and is not eligible for replacement once an order has been fulfilled as confirmed.

If Refinalis ships an item different from what you confirmed at checkout, that is a fulfillment error on our part, not a shipment-protection claim, and we will correct it.

Resolution

An approved claim is resolved with one replacement or refund, at our discretion. We do not issue more than one replacement or refund for the same shipment.

We take reports of fraudulent, altered, duplicate, or abusive claims seriously; a substantiated case may lead us to deny the claim and, after a documented pattern of abuse, restrict future service. Every claim, including one we deny, is recorded and closed out professionally.

Orders placed before this policy

Orders that paid the former optional shipment-protection fee keep their original total and protection record exactly as it was — this policy does not change any past order.

Filing a claim

Contact support@refinalis.com with your order number, tracking number, and the documentation above.