Return & Refund Policy
We want you to be confident ordering from us. This Policy explains when a return is accepted, how refunds work, and what timeframes apply. Your statutory rights under Republic Act No. 7394 (the Consumer Act of the Philippines) are not affected by anything in this Policy.
1. What we always accept
We will replace or refund your order, at our cost, if any of the following applies:
- The item arrived damaged — crushed box, broken seal, or damaged capsules
- You received the wrong item or the wrong quantity
- The item is expired or short-dated on arrival
- Your order never arrived and the courier has confirmed it as lost
Report any of the above within 24 - 48 hours of delivery. We ask for photos of the outer parcel, the product box, and the shipping label — this lets us file the claim with the courier and resolve it faster for you.
2. Change-of-mind returns
Because True Alkaline-C is a registered drug product, we can only accept change-of-mind returns where the box is unopened, sealed, and in resaleable condition.
| Return window | 24 - 48 hours from date of delivery |
| Condition required | Factory seal intact, outer box undamaged, all contents present |
| Return shipping | Paid by the customer for change-of-mind returns |
| Proof required | Order number and photo of the sealed box |
3. What we cannot accept
For health and safety reasons, and in line with standard pharmaceutical handling practice in the Philippines, we cannot accept returns of:
- Boxes where the factory seal has been broken or removed
- Products that have been repackaged, relabelled, or transferred to another container
- Products stored outside the labelled conditions, or showing signs of tampering
- Requests made after the return window has closed
This restriction exists because we cannot verify the storage conditions of a medicine once it has left our control, and we will not resell a product we cannot vouch for. It does not apply to damaged, wrong, expired, or undelivered items — those are always covered under Section 1.
4. How to start a return
- Email office.prosperax@gmail.com or message us on 09478836143 with your order number and the reason.
- Attach photos where the reason is damage, a wrong item, or an expiry issue.
- We respond within 1 business day with approval and return instructions, or with a direct resolution.
- Send the item back using the instructions provided, or hand it to the courier we arrange.
Please do not send anything back before we approve the return — unapproved returns cannot be tracked to your order and may be refused.
5. Refunds
| Stage | Timeframe |
|---|---|
| We inspect the returned item | Within 1-2 business days of receiving it |
| We notify you of the outcome | Same day as inspection |
| We release the refund | Within 1 business day of approval |
| Funds reach you — card | Depends on your issuing bank, typically 5–15 banking days after release |
| Funds reach you — COD / bank transfer | Within 1 business day to your nominated account |
Refunds for COD orders are issued by bank transfer or e-wallet to an account in the name of the person who placed the order. Refunds for card and online payments are returned to the original payment method. We will never ask for your card PIN, CVV, or one-time password in order to process a refund — anyone who does is not us.
6. Shipping fees and bundle discounts
Where a fault is ours, we refund the full amount you paid including any shipping fee. For change-of-mind returns, the original shipping fee is not refunded. If returning part of a bundle causes the order to fall below a discount or free-shipping threshold, the refund is adjusted to reflect the price that would have applied to the items you keep.
7. Order cancellations
You may cancel an order at no cost at any point before it is dispatched — email or message us with your order number. Once the parcel is with the courier we cannot recall it, but you may still decline the delivery, or return it under this Policy.