Refund policy

MENTARA REFUND POLICY

Last Updated: March 24, 2026

90-Day Money-Back Guarantee (First-Time Purchases Only)

We offer a 90-day money-back guarantee on first-time purchases of a specific product. You have 90 days from the date of delivery (not order date) to request a refund.

To qualify:

  • Applies only to first-time purchases of a specific product
  • Limited to one refund per product type per customer
  • Multi-unit orders may require unopened units to be returned
  • Shipping, handling, and optional shipping protection fees are non-refundable
  • A restocking fee of up to 15% will be deducted from your refund
  • Customer is responsible for all return shipping costs to our warehouse
  • Products must be returned in resalable condition
  • Return must be authorized before shipping back to us

Subscription (auto-refill) orders are NOT eligible for the 90-day money-back guarantee.

Orders that have already shipped cannot be canceled.

Important Disclosures

Product Appearance May Vary

The product you receive may look different from images shown on our website or in advertisements.

We use custom branding and packaging that may change over time. Label designs, packaging materials, and ingredient sourcing may vary while maintaining similar or equivalent formulations.

You may receive a product that has different packaging, labeling, or branding than shown in product images.

Product images are for illustrative purposes only.

Shipping Timeframes

Shipping may take longer than 2 weeks (14 days) due to:

  • International sourcing of ingredients (including from China when necessary)
  • Customs clearance and international logistics
  • Holiday periods including Chinese New Year and other international holidays
  • Supply chain delays or carrier disruptions

By placing an order, you acknowledge that delivery times are estimates and may be extended due to international sourcing and holiday periods.

Health Products Disclaimer

CONSULT A DOCTOR BEFORE USE. Our products are dietary supplements. Individual results vary and are not guaranteed.

Products that cause individual adverse reactions or fail to meet personal expectations are NOT automatically eligible for refund unless the product is defective or damaged.

How to Request a Return

To start a return request, email us at Sales@mentara.shop with:

  • Your order number
  • Reason for return
  • Photos of the product (if claiming defect or damage)

Returns must be approved before being sent back. Items returned without prior authorization will not be accepted and will not be refunded.

Return Process:

  1. Email us at Sales@mentara.shop for return authorization
  2. Wait for approval - we will review your request within 3-5 business days
  3. Receive return instructions via email if approved
  4. Pay for return shipping - customer is responsible for all return shipping costs
  5. Ship the product back to our warehouse using a trackable shipping method
  6. Restocking fee applied - up to 15% will be deducted from your refund
  7. Refund processed once product is received and inspected

Important:

  • You are responsible for return shipping costs
  • We do not provide prepaid return labels
  • Products damaged during return shipping are not eligible for refund
  • Products returned without authorization will be rejected

Restocking Fee & Return Shipping Costs

All approved returns are subject to:

  • Restocking fee of up to 15% of the product price
  • Customer pays all return shipping costs to our warehouse
  • Products must be returned in resalable condition

Example:

  • Product price: $39.00
  • Restocking fee (15%): $5.85
  • Refund amount: $33.15
  • Plus: Customer pays return shipping (typically $5-15)

Non-refundable fees:

  • Original shipping costs
  • Handling fees
  • Optional shipping protection fees
  • Return shipping costs (paid by customer)

Damages & Issues

Please inspect your order upon delivery. If your item is defective, damaged in transit, or incorrect, contact us immediately at Sales@mentara.shop so we can evaluate the issue and make it right.

To report a damaged or defective product:

  • Email us within 7 days of delivery
  • Include photos of the damage or defect
  • Include photos of the shipping packaging if damaged in transit
  • Provide your order number

We will replace or refund genuinely defective or damaged products at no cost to you.

Note: Dissatisfaction with product appearance, labeling differences, or results that don't meet personal expectations does NOT constitute a defect.

Non-Returnable Items

We do not accept returns on:

  • Subscription (auto-refill) shipments once processed and shipped
  • Sale or promotional items marked final sale
  • Gift cards
  • Custom or personalized products
  • Products returned beyond the 90-day window
  • Products returned without prior authorization
  • Products involved in active payment disputes

Exchanges

We do not process direct exchanges. If you would like a different product, please:

  1. Complete the return process (if eligible)
  2. Place a new order separately

EU Customers (14-Day Right of Withdrawal)

If you are located in the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason.

To exercise this right:

  • Products must be unused and in resalable condition
  • You must pay for return shipping
  • Restocking fees may apply
  • Original shipping costs are non-refundable

Refund Processing

Once your return request is reviewed and approved, and the product is received at our warehouse:

  1. Inspection - we inspect the returned product (Up to 5 business days)
  2. Approval - refund is approved if product meets return conditions
  3. Restocking fee deducted - up to 15% of product price
  4. Refund issued to your original payment method
  5. Processing time - allow up to 10 business days after approval
  6. Bank processing - your bank may require additional 3-5 days to post the refund

Total timeframe: Up to 20 business days from when we receive your return.

If more than 15 business days have passed since your refund was approved, please contact us at Sales@mentara.shop

Payment Disputes

We strongly encourage you to contact us at Sales@mentara.shop before filing a payment dispute with your bank. We can often resolve issues faster than the dispute process.

Common issues we can help resolve:

  • Delivery delays or tracking concerns
  • Product defects or damage
  • Billing questions
  • Return or refund requests
  • Subscription management

If you file a payment dispute:

  • We will provide evidence to your bank including:
    • Delivery confirmation and tracking records
    • Your acceptance of our policies at checkout
    • Order and fulfillment records
    • Communications and support interactions
  • Your account will be suspended during the dispute investigation
  • Processing of any pending refund requests will be paused pending resolution

We maintain comprehensive transaction records to defend legitimate charges, including delivery confirmations, order records, policy acknowledgments, and customer communications.

Accounts with patterns of dispute abuse (such as claiming non-delivery for confirmed deliveries or filing disputes instead of following return procedures) may result in:

  • Permanent account closure
  • Denial of future purchase privileges
  • Reporting to fraud prevention services
  • Collection efforts for legitimate amounts owed plus associated fees

Please contact us first. Most issues can be resolved through direct communication.

Subscription Refund Policy

Subscription orders are NOT eligible for the 90-day money-back guarantee.

By enrolling in a subscription, you agree that:

  • You authorized recurring billing at your selected interval
  • You can cancel anytime before your next billing date
  • Once a subscription order is fulfilled, it cannot be refunded

To cancel your subscription:

  • Email Sales@mentara.shop at least 24 hours before your next billing date

If you forgot to cancel and were charged:

  • Contact us immediately to cancel future shipments
  • We will work with you to find a reasonable solution
  • Please contact us before filing any payment disputes

Contact Us

For refund requests, return authorizations, or order issues:

Email: Sales@mentara.shop

Please include:

  • Your order number
  • Reason for contact
  • Photos (if reporting damage or defect)

Response time: 3-5 business days

Summary

Before requesting a return:

✅ Products may look different from images shown (not grounds for return)
✅ Shipping may take longer than 2 weeks (not grounds for return)
✅ Restocking fees (up to 15%) apply
✅ You pay for return shipping
✅ Returns require prior authorization
✅ Subscription orders cannot be refunded once fulfilled
✅ We encourage contacting us directly to resolve any issues

END OF REFUND POLICY