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Southen aminos wholesale programRefund Policy
Important Information Before You Order
- Refunds, when approved, reflect only the product purchase price
- Shipping charges are non-refundable under all circumstances
- Protection fees are non-refundable and applied at checkout
- Orders that have entered fulfillment cannot be cancelled for a refund
- Refund requests must be submitted within 14 calendar days of delivery
01 Purpose
This Refund Policy (“Policy”) establishes the terms and conditions under which Southern Aminos LLC (“Southern Aminos,” “we,” “us,” or “our”) processes refund requests for products purchased through our official website and authorized sales channels.
This Policy is designed to ensure fair, transparent, and consistent handling of all refund inquiries while protecting both our customers and our business operations. By placing an order with Southern Aminos, you acknowledge that you have read, understood, and agree to be bound by this Policy in its entirety.
02 Non-Refundable Charges
The following charges are non-refundable under all circumstances, including approved refunds, fulfillment errors, or replacement orders. This applies regardless of the outcome of any request:
- Shipping Charges: All standard, expedited, and express shipping fees applied at checkout
- Protection Fees: Package protection, insurance, and loss/theft coverage fees
- Processing Fees: Order handling, payment processing, and administrative fees
- Fulfillment Costs: Pick-and-pack, warehouse handling, and logistics allocation costs
Important: Refund amounts, when approved, are calculated by deducting all non-refundable charges from the total order value. The refunded amount will always be less than the total amount charged at checkout.
03 Refund Eligibility
Southern Aminos evaluates all refund requests on a case-by-case basis. The following table provides a general overview of refund eligibility across common scenarios:
| Scenario | Refund Eligible | Conditions |
|---|---|---|
| Wrong item shipped | Yes | Reported within 48 hrs; photo evidence required |
| Missing products in order | Yes | Reported within 48 hrs; unboxing video preferred |
| Damaged in transit | Yes | Reported within 48 hrs; carrier claim filed |
| Lost package | Conditional | After 15-day carrier investigation; confirmation required |
| Stolen package | Conditional | Police report + delivery confirmation required |
| Product quality concern | Conditional | Must meet quality complaint criteria; testing may apply |
| Duplicate payment | Yes | Verified through payment processor records |
| Unauthorized transaction | Yes | Subject to fraud investigation |
| Buyer’s remorse / changed mind | No | Not eligible under any circumstances |
| Order entered fulfillment | No | Must follow return process after delivery |
| Product opened or used | No | Unless qualifying quality concern reported within 48 hrs |
| Incorrect address provided | No | Customer responsibility to verify address at checkout |
04 Refund Request Requirements
To be considered for a refund, all requests must meet the following requirements:
4.1 Timeframe
Refund requests must be submitted within 14 calendar days of the recorded delivery date. Requests received after this window are automatically declined and are not eligible for appeal or exception.
4.2 Product Condition
- Products must be unused, unopened, and in their original sealed condition
- Products must not show signs of tampering, damage, or alteration
- Safety seals must be intact
- Temperature-sensitive products must not have been exposed to conditions outside their specified storage range
4.3 Original Packaging
- All items must be returned in their original packaging, including outer shipping box, inner product packaging, inserts, and labeling
- Packaging must be sufficiently intact to allow for reasonable resale condition
- Customers who discard original packaging prior to refund approval may be disqualified
4.4 Required Evidence
Depending on the reason for the refund request, the following evidence may be required:
- Photos of the product, packaging, and any damage or issues
- Unboxing video (strongly recommended for missing item or damage claims)
- Packing slip showing the order details
- Carrier delivery confirmation and tracking information
- Police report number (for stolen package claims)
Insufficient evidence is the most common reason for refund denial. Please provide comprehensive documentation with your initial request to avoid delays.
05 How to Request a Refund
To submit a refund request, email cs@southenaminos.com with the following information:
- Order number and the email address associated with your account
- Clear description of the reason for your refund request
- Supporting evidence (photos, videos, documents as applicable)
- Desired resolution (refund, replacement, or other)
Our support team will acknowledge your request within 24–48 business hours and provide further instructions, including a Return Merchandise Authorization (RMA) number if applicable.
Do not return products without an RMA number. Products shipped without a valid RMA number will be refused and returned to the sender at the sender’s expense. Southern Aminos is not responsible for items lost or damaged due to unauthorized returns.
06 Order Cancellation Refunds
6.1 Before Fulfillment
Cancellation requests submitted before an order enters the fulfillment process will be reviewed and, if possible, cancelled with a refund of the product purchase price only. Non-refundable charges (shipping, protection, processing fees) are not refunded.
There is no guaranteed window for pre-fulfillment cancellation. Orders may transition to fulfillment status within minutes of placement during peak periods.
6.2 After Fulfillment
Once an order has entered the fulfillment process, it cannot be cancelled for a refund. This includes orders that have been picked, packed, labeled, or handed to the carrier — even if the package has not yet left the facility. Customers in this situation must wait for delivery and then submit a refund request in accordance with the requirements in Section 4.
07 Fulfillment Error Refunds
In the event of a fulfillment error, Southern Aminos will process a refund or replacement as follows:
7.1 Wrong Item Shipped
- Required evidence: Clear photographs of the received product, packaging label, and packing slip
- Filing deadline: Within 48 hours of delivery
- Resolution: Southern Aminos will ship the correct item at no additional cost and provide a prepaid return label for the incorrect item. If the correct item is unavailable, a refund of the product purchase price will be issued.
7.2 Missing Products
- Required evidence: Photographs of all received items, shipping box interior, and packing slip. Unboxing video is strongly recommended.
- Filing deadline: Within 48 hours of delivery
- Resolution: Missing items will be shipped promptly upon verification. Weight and tracking data may be cross-referenced.
7.3 Duplicate Shipments
- Required action: Customer must report the duplicate within 7 days of delivery
- Resolution: Southern Aminos will arrange return pickup at no cost. Unauthorized retention of duplicate products may result in account suspension.
Deadline: All fulfillment error reports must be submitted within 48 hours of delivery. Reports submitted after this window may not be eligible for resolution.
08 Shipping Claim Refunds
8.1 Lost Packages
- Eligibility: Tracking shows no movement for 15+ calendar days or carrier confirms non-delivery
- Filing deadline: Within 7 days of the last expected delivery date
- Resolution: After a 7–15 business day carrier investigation, a replacement shipment or refund of the product purchase price (minus non-refundable charges) will be issued based on the carrier’s determination
8.2 Damaged Packages
- Eligibility: Visible external damage or products damaged during transit
- Filing deadline: Within 48 hours of delivery
- Required documentation: Photographs of damaged outer packaging, inner packaging, and product(s). Do not discard packaging until instructed.
- Resolution: Replacement shipment or refund of product price (minus non-refundable charges), depending on damage extent and carrier claim outcome
8.3 Stolen Packages
- Eligibility: Confirmed delivery by carrier but not received by customer, where theft is reasonably suspected
- Filing deadline: Within 48 hours of confirmed delivery timestamp
- Required documentation: Police report or theft report number, delivery confirmation screenshot, signed declaration of non-receipt
- Resolution: One-time courtesy replacement (at our discretion) or refund of product price (minus non-refundable charges), after a 10–20 business day review period
Southern Aminos is not liable for packages delivered to an incorrect address provided by the customer at checkout. Please verify your shipping address before placing an order.
09 Product Quality Refunds
9.1 Qualifying Quality Concerns
- Product seal is broken or tampered with upon arrival
- Visible contamination, discoloration, or foreign matter in an unopened product
- Incorrect product labeling (wrong product name, dosage, or lot information)
- Manufacturing defects affecting safety or usability
- Significant deviation from published product specifications
9.2 Non-Qualifying Quality Concerns
- Expected variations in taste, odor, or texture within published specifications
- Minor cosmetic packaging differences that do not affect product integrity
- Discoloration or settling that is a normal characteristic of the product formulation
- Subjective preferences rather than objective defects
- Issues arising from improper storage or handling by the customer after delivery
Southern Aminos reserves the right to request return of the product for internal testing. Refusal to return the product may result in denial of the quality claim.
10 Payment & Billing Refunds
- Duplicate payments: Investigated and, if confirmed, refunded in full within 5–10 business days
- Billing errors: Discrepancies between checkout total and amount charged will be investigated; difference refunded or corrected
- Unauthorized transactions: Subject to fraud investigation with identity verification and payment processor coordination
Customers who initiate a chargeback through their bank before contacting Southern Aminos may experience extended resolution timelines. We strongly recommend contacting our support team first.
11 Refund Exclusions
Refunds will not be approved in the following situations:
- Buyer’s remorse, change of mind, or no longer needed
- Return request submitted after the 14-day eligibility window
- Product has been opened, used, or consumed (unless qualifying quality concern)
- Product safety seal has been broken by the customer (unless reported within 48 hrs as a fulfillment issue)
- Product stored improperly after delivery (exposure to heat, moisture, sunlight, etc.)
- Original packaging discarded or insufficient for return
- Return shipped without a valid RMA number
- Product purchased from an unauthorized reseller or third-party marketplace
- Customer refused delivery without prior authorization from Southern Aminos
- Customer provided an incorrect or incomplete shipping address at checkout
- Duplicate claim for an issue already resolved
- Customer-initiated chargeback filed before contacting Southern Aminos support
12 Refund Processing Timeline
| Stage | Timeline | Details |
|---|---|---|
| Initial Review | 1–3 business days | Request submitted; eligibility assessed; evidence reviewed |
| RMA Issued (if approved) | Within 24 hrs of approval | Return instructions and prepaid label sent via email |
| Product Inspection | 2–5 business days after receipt | Returned product inspected for condition and compliance |
| Refund Approval | 1–2 business days post-inspection | Final approval or denial communicated via email |
| Payment Processing | 3–7 business days | Refund initiated to original payment method |
| Bank Processing | 3–7 business days (variable) | Depends on customer’s financial institution |
All refunds are issued to the original payment method used at checkout. Southern Aminos does not issue refunds via alternative payment methods, store credit, or bank transfer unless explicitly approved in writing.
13 Fraud Prevention
Southern Aminos maintains a zero-tolerance policy toward fraudulent refund claims. Submitting false, misleading, or fabricated claims constitutes fraud and will result in:
- Immediate and permanent account suspension
- Customer information shared with industry fraud prevention databases and payment processors
- Evidence verification through digital forensics, metadata analysis, and cross-referencing with carrier data
- Potential legal action and reporting to the Internet Crime Complaint Center (IC3) as required by law
Fraud notification: Southern Aminos reports confirmed fraud to the Internet Crime Complaint Center (IC3) and relevant state and federal authorities as required by law.
14 Final Decision
All refund determinations are made at the sole discretion of Southern Aminos through a multi-layer review process:
- Internal Review: Customer Support assesses eligibility, verifies documentation, and applies Policy criteria
- Compliance Review: Complex, high-value, or ambiguous claims are escalated to the Compliance Department for secondary evaluation against regulatory requirements and historical precedent
- Final Determination: Communicated to the customer via email and is binding
Southern Aminos does not engage in further negotiation, arbitration, or appeal processes beyond this internal review. Customers who disagree with a final determination retain the right to file a dispute through their payment provider or pursue legal remedies as permitted by applicable law.
Southern Aminos’ final determination is not subject to external appeal. This Policy constitutes the complete and exclusive agreement regarding refunds between Southern Aminos and the customer.
