1. Delivery Regions
This policy forms part of our Terms and Conditions. If there is any inconsistency, the Terms and Conditions prevail.
We currently deliver to the following markets: Hong Kong & Macau, Singapore & Malaysia, Japan & South Korea, Australia & New Zealand, Thailand, the Philippines, and Vietnam. Available shipping options and rates are calculated at checkout based on your selected market and delivery address.
2. Processing and Delivery Times
Orders are typically processed within 1–2 business days. Estimated delivery times are shown at checkout and begin once your order is handed to the carrier. Please note that deliveries to remote areas and standard customs processing may add extra time to your delivery.
3. Customs, Duties, and Taxes
International shipments may be subject to import duties, customs fees, and local taxes. These charges are set by the destination country and are the sole responsibility of the recipient. We do not collect these fees at checkout unless explicitly stated. It is the customer's responsibility to ensure that the imported supplements comply with local regulations.
4. Order Tracking
Once your order ships, you will receive a confirmation email containing tracking information where available. You can also contact our support team for shipment updates.
5. Your Statutory Rights
Nothing in this policy affects your rights under applicable consumer law.
6. Faulty, Damaged, Incorrect or Non-Conforming Items
If your order arrives damaged, defective, incorrect, past its best-before/expiry date, or otherwise not as described, we will replace it or refund it in full (including delivery and return costs), whether or not it has been opened. Please contact us as soon as possible, ideally within 7 days of receipt for visible damage or wrong items, with your order number, photos and the batch number. Defects that only become apparent later remain covered.
7. Change-of-Mind Returns
Unopened, unused items in original sealed packaging may be returned within 7 days of receipt. Return shipping is at your cost and original shipping is non-refundable. Opened, perishable and "final sale" items cannot be returned for change of mind.
8. How to Return and Refunds
Contact rheinnatur@lucid-eating.com with your order number. We'll send return instructions. Refunds go to the original payment method within 5–10 business days of receiving the item or confirming your claim.
9. Contact Us
For any questions regarding shipping or returns, please reach out to the RheinNatur Asia Pacific support team.