Payment Methods

1. Accepted Payment Methods

We currently accept supported debit and credit cards through our secure online checkout.

The payment methods actually available for your order will be displayed during checkout. A payment method is accepted only if it appears as an available option on the checkout page.

Available payment options may vary depending on:

• your country or region;

• your selected currency;

• your device or browser;

• your card issuer;

• the payment services enabled for our store; and

• applicable security or legal requirements.

Unless a payment option is displayed during checkout, it is not currently supported for that transaction.

We do not currently accept cash, personal checks, bank transfers, or cash-on-delivery payments unless such an option is expressly displayed during checkout.

2. Secure Payment Processing

Payments are securely processed through Shopify and the applicable payment service provider.

Coagulatus does not generally receive or store your full payment-card number or card-security code.

Payment information may be processed by:

• Shopify;

• the applicable payment gateway;

• your bank or card issuer;

• fraud-prevention providers; and

• other payment-security service providers.

Your use of a payment service may also be subject to the payment provider’s own terms and privacy policy.

3. Payment Authorization

When you submit an order, your payment method may be authorized or charged for the total amount displayed during checkout.

An order-confirmation email confirms that we have received your order. It does not necessarily mean that your order has been finally accepted.

We may refuse, hold, or cancel an order if:

• payment cannot be authorized;

• the billing information is incorrect;

• the transaction appears unauthorized or fraudulent;

• additional verification is required but cannot be completed;

• the product is unavailable;

• the price or product information contains an obvious error;

• delivery to the destination is unavailable; or

• accepting the transaction would violate applicable law.

If we cancel an order after payment has been processed, we will refund the affected amount to the original payment method.

4. Currency

Product prices and checkout totals may be displayed in a currency based on:

• your location;

• your selected market;

• your selected currency; or

• our store settings.

Your bank or card issuer may charge:

• currency-conversion fees;

• foreign-transaction fees;

• cross-border processing fees; or

• other bank charges.

These fees are imposed by your bank or card issuer and are not controlled or collected by Coagulatus.

5. Taxes, Duties, and Other Charges

Before you submit your order, the checkout page will display the order total, including any shipping charges and taxes collected by us.

International customers may also be responsible for:

• customs duties;

• import taxes;

• customs-processing fees;

• brokerage charges; or

• other government charges.

Unless the checkout page expressly states that these charges are included, they may be collected separately by a government authority, customs broker, shipping carrier, or delivery provider.

6. Declined Payments

If your payment is declined, please:

1. confirm that your card number, expiration date, and security code are correct;

2. confirm that the billing address matches the address registered with your bank;

3. check that sufficient funds or credit are available;

4. confirm that your card is enabled for online and international transactions;

5. contact your bank or card issuer; and

6. try again only after confirming that the information is correct.

Please avoid repeatedly submitting the same order, as multiple attempts may result in temporary payment authorizations.

If the problem continues, contact us at support@coagulatus.com.

7. Fraud Prevention and Verification

Orders may be reviewed using automated or manual fraud-prevention measures.

We may request information reasonably necessary to:

• confirm your identity;

• confirm that the payment is authorized;

• verify billing or shipping details; or

• prevent fraudulent transactions.

We will never ask you to send your full payment-card number or card-security code by email.

Do not submit full payment-card information through our contact form or customer-support email.

8. Refunds

Approved refunds will normally be issued to the original payment method.

A different refund method may be used only if:

• the original payment method is no longer available;

• another method is agreed with you; or

• applicable law requires another method.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Please review our Return & Refund Policy below for complete information about refund eligibility and processing.

9. Payment Support

For payment-related questions, contact:

Email:
support@coagulatus.com

Customer Support Hours:
Monday through Friday
9:00 a.m. to 5:00 p.m. Eastern Time (ET)

Emails may be submitted at any time. Messages are reviewed and answered during our customer support hours.

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Return & Refund Policy

We want our return, exchange, and refund process to be clear and easy to understand.

This policy applies to eligible products purchased directly from coagulatus.com.

Nothing in this policy excludes, restricts, or replaces any mandatory consumer right or remedy available under applicable law.

1. Standard 30-Day Returns

If you are not satisfied with your purchase, you may request a return within 30 calendar days after the date your order is delivered.

Eligible returns are free of charge when you use the prepaid return label or other no-cost return method provided or approved by us.

Approved returned products will be refunded to the original payment method.

Original shipping charges are generally not refundable for a change-of-mind return, except where:

• applicable law requires the shipping charge to be refunded;

• the entire order was defective, damaged, incorrect, or not delivered;

• we cancelled the order; or

• we expressly agree otherwise.

Your return request must be submitted within the 30-day return period.

After receiving our return instructions, you must normally ship the return within 14 calendar days.

2. Free Return Label

For eligible returns, please contact support@coagulatus.com to request a prepaid return label or another approved no-cost return method.

We provide one authorized return label or return method for each approved return request.

To receive the free return service, you must:

• contact us before shipping the product;

• follow the return instructions provided;

• use the authorized label or return method;

• return only the products approved in your request; and

• ship the return within the stated period.

If you arrange and pay for your own shipping without our prior approval, the shipping cost may not be reimbursed.

If a prepaid return label is not technically available in your location, please do not ship the product independently. Contact us, and we will provide or approve an alternative no-cost return arrangement.

3. Return Eligibility

For a voluntary change-of-mind return, the product must generally be:

• unused;

• unworn, where applicable;

• unwashed, where applicable;

• unopened, where applicable;

• in its original condition;

• in its original packaging;

• complete with all accessories, seals, labels, and instructions; and

• accompanied by proof of purchase.

We may request photographs showing the condition of the product before approving the return.

4. Cosmetics and Hygiene-Sensitive Products

For health, safety, and hygiene reasons, cosmetics, skincare products, makeup, personal-care products, and other hygiene-sensitive products are not eligible for a change-of-mind return if they have been:

• opened;

• used;

• tested;

• unsealed; or

• otherwise altered from their original condition.

This restriction does not apply if the product is:

• defective;

• damaged;

• incorrectly supplied;

• materially different from its description; or

• otherwise protected by a mandatory consumer right.

5. Promotional Periods

Return procedures or voluntary promotional benefits may vary during Black Friday, seasonal sales, clearance events, or other promotional periods.

Any promotion-specific return condition must be clearly disclosed in the applicable promotional terms before you place your order.

Promotion-specific conditions do not remove or restrict any mandatory consumer right relating to:

• faulty products;

• damaged products;

• incorrect products;

• products that do not match their description; or

• other rights that cannot legally be excluded.

If no separate promotional return condition was clearly disclosed before purchase, this standard Return & Refund Policy will apply.

6. Purchases From Authorized Retailers

This Return & Refund Policy applies only to products purchased directly from coagulatus.com.

For a return or exchange involving a Coagulatus product purchased from another authorized retailer, please contact that retailer directly and follow its return process.

Please retain the receipt or other proof of purchase provided by the retailer.

Nothing in this section limits any mandatory right or remedy that may be available to you under applicable consumer law.

7. How to Request a Return or Exchange

Before returning a product, email:

support@coagulatus.com

Use the subject line:

RETURN REQUEST
or
EXCHANGE REQUEST

Please include:

1. your full name;

2. your order number;

3. the email address used to place the order;

4. the name and quantity of each product you wish to return;

5. the reason for the return;

6. whether you are requesting a refund or exchange; and

7. photographs or videos where relevant.

After reviewing your request, we will provide:

• confirmation of return eligibility;

• return instructions;

• a prepaid return label or other approved return method;

• the correct warehouse address; and

• a return authorization or reference number, where applicable.

8. Public Return Warehouse Address

Authorized returns must be sent to:

Return Warehouse:
Unit B, 12/F, Central Harbour Warehouse
328 Des Voeux Road Central
Sheung Wan, Hong Kong Island
Hong Kong

This is our designated warehouse for authorized product returns.

The return warehouse address is different from our company contact address.

Although the warehouse address is publicly provided, you must contact us before shipping a return so that we can issue the appropriate return label and match the package to your order.

Please do not send returns to our company contact address.

9. Information to Include in the Package

Please include the following information inside your return package:

• your full name;

• your order number;

• your email address;

• a list of the products being returned;

• the reason for the return; and

• the return authorization or reference number, if provided.

Do not include:

• cash;

• full payment-card information;

• original identity documents;

• unrelated personal documents; or

• products that were not approved for return.

Packages that cannot be matched to an order may experience processing delays.

10. Damaged or Defective Products

Please inspect your order promptly after delivery.

If a product arrives damaged or defective, please contact us within 14 calendar days after delivery, whenever reasonably possible.

Email:

support@coagulatus.com

Use the subject line:

DAMAGED

Please include:

• your full name;

• your order number;

• the name of the affected product;

• a description of the damage or defect;

• clear photographs or videos of the product;

• photographs of the product packaging;

• photographs of the external shipping package; and

• a photograph of the shipping label.

Reporting the issue within 14 days helps us investigate it with the warehouse or shipping carrier.

Failure to report the issue within 14 days does not remove any mandatory consumer right that may apply to a defective or damaged product.

Do not discard the product or packaging until we confirm whether it must be returned.

After reviewing the claim, we may provide:

• a replacement;

• a repair, where appropriate;

• a partial refund;

• a full refund; or

• another remedy required by applicable law.

11. Missing Items

If you have not received your complete order, contact us within 14 calendar days after delivery, whenever reasonably possible.

Email:

support@coagulatus.com

Use the subject line:

MISSING ITEM

Please include:

• your full name;

• your order number;

• the name and quantity of the missing product;

• photographs of all products received;

• photographs of the internal and external packaging; and

• a photograph of the shipping label.

We may review warehouse records, package-weight records, and shipping information before providing a replacement or refund.

12. Incorrect Products

If you receive a product that you did not order, contact us within 14 calendar days after delivery whenever reasonably possible.

Use the subject line:

WRONG ITEM

Please include your order number and clear photographs of:

• the product received;

• the product packaging;

• the shipping package; and

• the shipping label.

We will provide an appropriate no-cost return method and arrange a replacement or refund.

13. Exchanges

To request an exchange, contact support@coagulatus.com within the applicable 30-day return period.

Exchanges are subject to:

• return eligibility;

• product availability;

• price differences;

• inspection of the returned product; and

• applicable legal requirements.

If the requested replacement product is unavailable, we may offer:

• another suitable product;

• a refund; or

• store credit, with your agreement.

We cannot guarantee that a replacement product will remain available while the original product is being returned.

14. Return Shipping

Use only the prepaid label or return method supplied or approved by us.

Please retain:

• the return tracking number;

• the shipping receipt;

• proof of postage; and

• proof of delivery.

We do not accept cash-on-delivery returns unless we expressly agree to that method in writing.

If you use an unauthorized shipping method, an express service, or an additional service without our approval, the additional expense may not be reimbursed.

15. Non-Returnable Products

Unless a product is defective or protected by a mandatory consumer right, the following products are not eligible for a voluntary return:

• opened or used cosmetics;

• opened or used skincare products;

• opened or used personal-care products;

• hygiene-sensitive products with a broken seal;

• personalized or customized products;

• gift cards;

• final-sale products where legally permitted;

• free gifts or promotional products, unless required as part of a full-order return;

• products damaged through misuse;

• products damaged through improper storage;

• products altered or repaired without authorization; and

• products showing ordinary wear and tear.

A product does not lose applicable statutory consumer protection merely because it is included in this list.

16. Return Inspection

After the returned product is delivered to our warehouse, please allow up to five business days for inspection.

We will check:

• the identity of the returned product;

• the condition of the product;

• whether all required components are included;

• whether the return matches the approved request; and

• whether the return satisfies this policy or applicable law.

We will notify you by email when:

• the return has been received;

• the inspection has been completed;

• the return has been approved or rejected; and

• the refund or exchange has been processed.

If a return is rejected, we will explain the reason.

17. Refund Processing

Approved refunds will be issued to the original payment method unless:

• the original payment method is no longer available;

• another method is agreed with you; or

• applicable law requires another method.

We aim to issue an approved refund within five business days after completing the return inspection.

After we issue the refund, your bank or payment provider may require an additional 5–10 business days to make the funds available.

Bank and payment-provider processing times are outside our control.

18. Original Shipping Charges

Original shipping charges are generally not refundable for a voluntary change-of-mind return.

Original shipping charges may be refunded if:

• the entire order was defective;

• the entire order was damaged;

• the entire order was incorrectly supplied;

• the order was not delivered;

• we cancelled the order;

• a qualifying statutory cancellation right applies; or

• applicable law otherwise requires a refund.

19. Order Cancellations

To request an order cancellation, contact support@coagulatus.com as soon as possible.

We cannot guarantee cancellation after an order has:

• entered processing;

• been prepared for shipment;

• been transferred to a warehouse or carrier; or

• been shipped.

If the order has already shipped, you may request a return after delivery under this policy.

If we successfully cancel an order after payment has been processed, the refund will be issued to the original payment method.

20. Customs Duties and Import Charges

Customs duties, import taxes, brokerage charges, and other fees paid directly to a government authority, customs broker, shipping carrier, or delivery provider are generally not collected by us and may not be refundable by us.

You may need to contact the relevant authority or provider to request reimbursement.

When using our authorized return label or return method, please follow all customs instructions we provide.

21. Refused or Unclaimed Packages

If you refuse delivery or fail to collect a package without first contacting us, the carrier may return it to our warehouse.

Where permitted by law, expenses resulting from an unauthorized refusal or failure to collect may be deducted from a voluntary refund.

No deduction will be made where:

• the product was defective;

• the shipment was incorrect;

• the order was unauthorized;

• you had a statutory right to cancel or refuse delivery; or

• the deduction would otherwise be unlawful.

22. Lost or Undelivered Orders

If your tracking information shows that your order has not been delivered within the expected period, contact support@coagulatus.com.

Please provide:

• your order number;

• your delivery address;

• your tracking number; and

• details of any contact with the shipping carrier.

We will investigate the matter with the carrier and provide an appropriate remedy where required.

23. Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or replaces a consumer guarantee, cancellation right, refund right, repair right, replacement right, or other remedy that cannot legally be excluded.

United States

United States customers retain all mandatory rights available under applicable federal law and the laws of their state or territory of residence.

Canada

Canadian customers retain all mandatory rights available under applicable federal, provincial, and territorial consumer protection laws.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

You may be entitled to a repair, replacement, refund, cancellation, or compensation depending on the nature and seriousness of the problem.

United Kingdom

United Kingdom consumers may have statutory cancellation rights for qualifying online purchases.

Where applicable, a consumer may notify us of cancellation within 14 days after receiving the product and may then have a further 14 days to return it.

Where legally required, we will also refund the cost of standard outbound delivery.

Exceptions may apply to sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

New Zealand

New Zealand customers retain all mandatory rights and remedies available under applicable New Zealand consumer protection law.

24. Contact Information

For returns, exchanges, refunds, damaged products, incorrect products, or missing items, contact:

Email:
support@coagulatus.com

Customer Support Hours:
Monday through Friday
9:00 a.m. to 5:00 p.m. Eastern Time (ET)

Our customer support office is closed on weekends and public holidays.

Emails may be submitted at any time. We aim to respond to most messages within one business day during customer support hours.

If you have not received a response, please check your spam, junk, or promotions folder.

Please avoid sending multiple messages concerning the same request, as duplicate requests may delay processing.

Return Warehouse Address:
Unit B, 12/F, Central Harbour Warehouse
328 Des Voeux Road Central
Sheung Wan, Hong Kong Island
Hong Kong

Company Name: Qingchuang (Wuhan) Trading Co., Ltd.
Company Address: 2nd-3rd Floor, Building 9, Phase II, Shimao Jinxiu Changjiang C3 Plot, No. 192 Binjiang Avenue, Hanyang District, Wuhan City, Hubei Province (4) Commercial Room-3

The company address and return warehouse address serve different purposes. Product returns must be sent to the return warehouse using the return method provided or approved by us.