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ⓘ Discreet, tamper-evident packaging on every order

Returns Policy

Our commitment to making things right when something goes wrong.

Damaged, Faulty, or Incorrect Items

If you receive a broken vial, a faulty product, the wrong item, or a missing item, we will make it right — at no cost to you. Open a support ticket from Help & Support with your order number, a description of the issue, and clear photos of the problem. Our team will arrange either a full refund or a free reship.

Standard Returns
[OWNER: confirm whether standard returns (buyer changed mind, ordered wrong product) are accepted, and if so the return window in days, restocking fee percentage, and condition requirements]
Delivery Issues

If your package is lost in transit, arrives significantly late, or shows as delivered but you haven't received it, open a support ticket. We will investigate with the carrier and arrange a resolution.

[OWNER: confirm how long after the expected delivery date a customer must report a missing package, and the process for carrier investigation]
How to File a Claim
  1. Sign in to your account at shop.key-pharma.st.
  2. Go to Help & Support.
  3. Select your order, choose the issue type and resolution (refund or reship).
  4. Describe what went wrong and upload proof photos (required).
  5. Submit — you'll receive a ticket number and our team will respond.