At Ket Plug, we understand the importance of trust in every transaction. That’s why we offer a clear, fair, and buyer-protected Refund and Return Policy designed to eliminate uncertainty and safeguard your order. Our commitment to customer satisfaction doesn’t end when the parcel is shipped—it extends until your delivery is completed successfully and in perfect condition.
We stand behind every shipment with a 30-day guarantee, offering full or partial refunds or reshipments when eligible. This page outlines the conditions under which refunds or returns are processed, and how to request them if needed.
Our 30-Day Refund & Reshipment Guarantee
Every order placed with Ket Plug is protected by a 30-day delivery assurance. If your package is lost, delayed beyond a reasonable timeframe, or arrives damaged, we will make it right.
What We Guarantee:
- ✅ Lost Parcel Guarantee
If your parcel is lost in transit and not delivered within the courier’s guaranteed window, we will reship it free of charge or provide a full refund—your choice. - ✅ Customs Seizure Protection
If customs seizes your package and we receive confirmation of seizure, we offer a one-time free reshipment or refund for the affected item(s). - ✅ Damaged Parcel Policy
If your shipment arrives physically damaged or compromised, contact us immediately with clear photos and we will issue a partial or full refund, or send a replacement package. - ✅ Wrong Item Shipped
In the rare case that the wrong quantity or product is delivered, we will resolve the issue by sending the correct item(s) at no additional cost.
Conditions for Refund or Reshipment
To ensure fairness and protect our operations, the following conditions apply to all refund or reshipment requests:
- 📦 Valid Tracking Failure or Proof of Loss
Refunds are processed only when tracking clearly shows no delivery or unresolved transit failure. A reshipment is prioritized when feasible. - 📆 Claim Must Be Submitted Within 30 Days
Claims must be submitted within 30 calendar days of the original shipping date. Claims outside this window may be rejected. - 📸 Proof of Issue May Be Required
For damaged or incorrect parcels, we may request photo documentation of the packaging, product, or shipping label. - 🧾 Order Must Meet Minimum Requirements
Refund or return policies apply to valid orders that met our minimum quantity (500g) and were processed through official payment channels.
Situations Not Covered
While we aim to protect every order, certain circumstances are outside the scope of our refund policy:
- ❌ Incorrect Shipping Address Provided by Client
We are not responsible for non-delivery due to client error in address submission. - ❌ Refused Delivery or Abandoned Parcel
If the client refuses to accept the parcel or fails to collect it, the order will not be eligible for refund. - ❌ Unauthorized Third-Party Handling
If a parcel is intercepted or damaged due to mishandling by someone other than the listed recipient, we cannot assume responsibility. - ❌ Change of Mind or Voluntary Cancellation After Dispatch
Once an order is packed and shipped, it cannot be canceled for convenience or buyer remorse.
Return Policy
Due to the nature of our product and our strict no-contamination and privacy protection protocols, we do not accept returns of shipped items, whether opened or sealed. This policy ensures safety, security, and chain-of-custody integrity for every client.
How to Request a Refund or Reshipment
If you believe you’re eligible for a refund, replacement, or reshipment, please follow the steps below:
- 📩 Contact Us Immediately
Email us using the contact information provided on our website. Include your order reference, tracking number, and a brief explanation of the issue. - 📎 Provide Evidence (If Applicable)
Attach any supporting documentation (photos, screenshots, courier notices) to help us resolve the issue faster. - 🕐 Wait for Response
Our support team responds within 24 hours with a proposed resolution or request for additional details. - 🔁 Resolution Options Provided
Based on the case, we’ll issue a refund, initiate a reshipment, or offer store credit for future orders.
Final Commitment
At Ket Plug, your satisfaction is our priority, and we are committed to solving any issue quickly, discreetly, and fairly. Our goal is to remove the risk from wholesale Ketamine procurement and give every client peace of mind—no matter where you are in the world.
If you have any concerns, contact us. We don’t just ship—we stand by every shipment.