Erectimus Refund Policy
This page sets out the full Erectimus refund policy so you know exactly where you stand before ordering. Erectimus refunds or replaces any order that arrives damaged or is confirmed lost in transit. Claims are submitted by email and answered within one business day.
What Is Covered and What Is Not
| Situation | Covered | Deadline to claim |
|---|---|---|
| Order arrives damaged | Yes | 30 days from receipt |
| Order confirmed lost in transit | Yes | 30 days from dispatch |
| Order delayed but still moving | No | Not applicable |
| Change of mind | No | Not applicable |
| Held or seized by customs | No | Not applicable |
| Incorrect address given at checkout | No | Not applicable |
| Delivery refused, including refusing to pay US import duties to DHL | No | Not applicable |
What This Policy Covers
A full refund or a free replacement is issued in two circumstances.
- Damaged on arrival. The outer packaging, the blister packs, or the capsules are physically damaged when the parcel reaches you. Report this within 30 days of receipt and include a photograph.
- Lost in transit. The parcel has stopped moving and is confirmed lost by the carrier or by our fulfilment team. Report this within 30 days of dispatch.
You choose whether you would prefer the refund or the replacement. Claims received outside these windows cannot be processed, because carrier investigation windows have closed by that point and the evidence needed to substantiate the claim no longer exists.
What This Policy Does Not Cover
- Change of mind. This is a consumable supplement. Once a pack has left our hands it cannot be resold, so we do not refund on the basis of no longer wanting it.
- Individual results. Responses vary between individuals and no specific outcome is promised anywhere on this site. Read the Medical Disclaimer before ordering.
- Delays where the parcel is still in transit. A late parcel is not a lost parcel. See the timeframes below before submitting a claim.
- An incorrect delivery address entered at checkout. Check your address carefully. We dispatch to the address supplied and cannot recover a parcel sent to the wrong one.
- Parcels confirmed delivered by the carrier. Once the carrier records delivery, responsibility passes to you. Contact the carrier directly, as they hold the delivery scan and proof of delivery.
- Parcels held or seized by customs. See the section below.
- Delivery refused at the door. If you refuse the parcel when the carrier attempts delivery, including declining to pay United States import duties and taxes to DHL, the order is not refundable.
Customs Detention and Seizure
This is the most common reason a parcel fails to arrive, so read it before you order.
Every international shipment may be inspected on arrival in your country. As the recipient you are the importer of record. You are responsible for compliance with the laws and regulations that apply to importing herbal supplements into your country, and for any duties, taxes, storage fees, or penalties levied by the authority.
United States orders: import duties and taxes are not included in the price or the shipping charge. DHL collects them from the receiver on delivery, together with any DHL processing fee.
If customs detain or seize a parcel, we cannot refund, replace, or reship it. Erectimus has no visibility of customs decisions and no ability to appeal them. If you are uncertain whether herbal supplements may be imported into your country, check before placing an order.
Full detail is in the Shipping Policy.
Before You Claim: Delivery Timeframes
Allow the full delivery window to pass before submitting a lost-in-transit claim.
- Most destinations: 10 to 14 business days from dispatch
- Thailand, Singapore, and Malaysia: 3 to 5 business days from dispatch
- United States, by DHL Express: 5 to 8 business days from dispatch
Customs processing routinely adds time beyond these estimates. If tracking is still updating, the parcel is moving.
How to Submit a Claim
Email orders@erectimus.com with the subject line Refund Claim and include:
- Your full name
- Your order number
- Whether the order is damaged or lost
- For damaged orders, a clear photograph showing the damage
We respond within one business day. Approved refunds go back to the original payment method. Approved replacements are dispatched within one business day and tracked.
Do Not Return Your Order
We do not require damaged goods to be sent back. Do not post anything to us unless our team has specifically asked you to. Unrequested returns cannot be processed, are not tracked at our end, and will not trigger a refund.
Your Statutory Rights
Nothing in this policy limits or excludes any right you hold under the consumer law of your country of residence. Customers in Australia have rights under the Australian Consumer Law, including remedies where goods are not of acceptable quality, and those rights apply in addition to everything set out above. Customers elsewhere retain equivalent local protections where they exist.
Still Not Sure
If anything here is unclear, ask before you order rather than after. Email orders@erectimus.com and we will answer within one business day.
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