RETURN POLICY

Last updated: January 9, 2019
Effective date: January 9, 2019 

We believe that our customers, partners, and patients truly deserve great quality products and services from us.

That is why we are offering an industry-leading 100 days of return eligibility period. If you think we have made a logistical error or have found a product quality issue, please do not wait and let us know as soon as possible, so that you increase your chance of receiving a full credit, exchange, or refund. All products must be returned in 100 days. Each return authorization is valid for up to 30 days. Defective products shall be considered returnable with return authorization issued by Ulai Health. Non-defective products may also be eligible for return, if products are unopened, unused, and are in merchantable condition. To determine your eligibility for return, please refer to the “non-returnable products” section below. The interpretation of such section shall not be construed as a return authorization. RAN (Return Authorization Number) must be assigned by Ulai Health to qualify for credit, exchange, or refund.

Authorization

You must first obtain RAN (Return Authorization Number) prior to returning any eligible products. You can obtain a RAN by calling our customer care team at 866-987-6555 or emailing us at customercare@ulaihealth.com. Our claims department will then further review each case individually because we understand that your individual’s situation is unique. The review may take up to two business days. If your return claim is approved, we will inform you with specific instructions for shipment.

Unauthorized returns

Please note that unauthorized returns may be sent back to customer’s freight/shipping origin at customer’s expense or may be subject to additional charges without credit being issued to customer.

Bulk quantity order shortages, overages, and damages

Bulk quantity orders are all orders quoted by Ulai Health prior to payment. All shipping errors: shortages, overages, and damages, must be reported to Ulai Health within 72 hours of delivery completion. Damaged products should be rejected to the carrier and should be clearly noted and marked on original shipping documents, such as Bills of Lading or packing lists. In cases of concealed damages, reasonably unidentifiable at the time of receipt during the inspection, we extend additional 24 hours after the 72 hours of initial error reporting period expires.

A complete cycle count must be conducted by customer and customer must identify under which lot, packing list, and invoice the shortage occurred upon request by Ulai Health. 

3 Steps for reporting:

1. Send copies of original shipping documents with damages, shortages, or overages clearly marked along with close-up photos of affected products (pdf format is preferred) to customercare@ulaihealth.com. You may also choose to fax the documents our customer care team at 703-424-9800.

2. Carrier on-site inspection is conducted and pick up is authorized if applicable.

3. Ulai Health will issue credit upon receiving the signed delivery receipt from the on-site carrier/inspector.

What to do with damaged products?

Both damaged and concealed damaged products must be set aside from the main body of products in safe, open space for a carrier inspection to be completed.

How to resolve the issue fast?

Please keep all of the original records, follow the 3 steps for reporting, and communicate with our customer care team as soon as the issue arises.

Unauthorized deductions

We define unauthorized deductions as any returns initiated by customer without following the 3 steps for reporting above in addition to the products returned in unsaleable conditions. All unauthorized deductions will be rejected and charged back.

Non-returnable products

The following conditions represent products that may not be returned for credit under Ulai Health return policy.

1. Expired return edibility period of 100 days from the date of order

2. Narcotics, controlled substances, and hazardous materials

3. Refrigerated products, temperature sensitive products requiring special handling

4. Non-defective products in conditions other than original packaging, including but is not limited to products opened, used, or otherwise unsaleable without substantial effort to alter, fix, or repackage them

5. Short-dated products with less than 90 days of shelf life

Credit and refund

Credit and refund will be issued to customer after the receipt and verification of the returned products.

Type of returns