Reship Policy

This Reship Policy explains when we may provide a replacement shipment, what information we require, applicable deadlines, and when an additional reshipping fee may apply.

By placing an order with DeusChem, you acknowledge and agree to the terms of this Reship Policy.

We do not provide reshipments to the following destinations:

• Norway
• Denmark
• Sweden
• Finland
• Canada
• New Zealand
• Singapore
• South Korea
• Australia
• Saudi Arabia
• Countries in Africa
• Countries in South America
• Israel
• United Arab Emirates (UAE)

If you are unsure whether your destination is eligible for reshipment, please contact us at support@deuschem.info before requesting a reshipment.

1. Delivery Issue Reporting Deadlines

If your order has not been delivered within the applicable period below, you must contact us before the relevant deadline.

The applicable deadline is determined by the destination country:

• European Union (EU): 45 days from the shipment date
• United States (USA): 45 days from the shipment date
• United Kingdom (UK): 45 days from the shipment date
• Rest of the World: 60 days from the shipment date

*These deadlines are strict. If you do not report a delivery issue within the applicable period, the order may no longer qualify for reshipment under our Reship Policy.

The delivery period is calculated from the date the order is dispatched, not from the date the order was placed.

2. Undelivered, Lost or Delayed Shipments

If your shipment has not been delivered within the applicable deadline stated above, please contact us with your order number and tracking information.

If the shipment is confirmed as lost, undelivered, or otherwise qualifies for reshipment under our Reship Policy, we may provide a replacement shipment in accordance with the terms below.

A delay during normal transit does not automatically mean that a shipment is lost. Tracking information may also take several days to update after dispatch.

3. Customs Hold, Customs/FDA Seizure

If your shipment is held or seized by customs, including an FDA-related seizure in the United States, you must provide sufficient documentation so that we can verify the shipment seizure.

For a customs or FDA seizure reshipment request, you must provide all of the following:

1. A clear photo of the envelope, package, or official customs notification.
2. A clear photo of the seizure notice or official seizure documentation.
3. A new delivery address.
4. A new recipient's full name.

The documents provided must be sufficiently clear to allow us to verify the shipment and the reported customs or seizure event.

*If the required documentation or new delivery address/recipients name is not provided, we may reject the reshipment request or place it on hold until the required information is received. Only the originally ordered products will be reshipped.

4. One Order - One Reshipment

Each order is eligible for a maximum of one reshipment.

Once we have provided a reshipment for an order, that order is considered fully covered under this Reship Policy.

We will not provide a second reshipment for the same original order.

5. Delivered But Not Received

If the tracking information shows that your shipment was delivered to the delivery address provided by you, but you have not received it, you must first take reasonable steps to locate the shipment before contacting us.

We may ask you to confirm:

• check the delivery location, mailbox, and any designated safe place;
• check whether the package has been left with a neighbour, building reception, concierge, mailbox, safe location, or other designated delivery point;
• contact the carrier or delivery service to request further information about the delivery.

If you have completed these checks and still cannot locate the shipment, you must contact us at support@deuschem.info within 5 calendar days of the delivery date shown in the tracking information.

*We may request additional information from you and investigate the delivery with the relevant carrier. If the carrier confirms that the shipment was correctly delivered to the delivery address provided by you and there is no evidence of an error, loss, or failure on our side, responsibility for receiving, locating, or collecting the shipment rests with the customer. In such cases, we are not responsible for the customer's failure to receive, locate, or collect the shipment, and the shipment may not qualify for a reshipment. If an error or delivery failure on our side is confirmed, we will review the case and determine the appropriate resolution in accordance with this Reship Policy.

6. Incorrect or Incomplete Delivery Information

You are responsible for providing complete and accurate delivery information when placing an order.

*If a shipment cannot be delivered because of recipient unavailable, incorrect, incomplete, or insufficient delivery information provided by customer, the shipment may be returned, held, or otherwise become undeliverable.

*In such cases, the applicable reshipping fee described in Section 7 will be applied.

7. Reshipping Fees

If a delivery issue qualifies for a reshipment but the delivery failure was caused by incorrect or incomplete information or by an action for which you are responsible, an additional reshipping fee will apply.

The standard reshipping fees are:

Destination	Reshipping Fee
Europe (Deus Medical & Astera Labs)	22 EUR
Non-EU countries (Deus Medical & Astera Labs)	28 EUR
United States (Deus Medical & Astera Labs)	30 EUR

*If your order contains multiple packages, separate shipping fees apply for each package.

*For shipments to the Spanish Islands, including: Mallorca, Menorca, Ibiza, Formentera, Tenerife, Gran Canaria, Lanzarote, Fuerteventura, La Palma, La Gomera and El Hierro - a special reshipping condition applies if the shipment is returned to us because the recipient failed to provide customs documentation or failed to request the required documentation from us and provide it to customs within the required time. In such cases, if the shipment is returned to us due to the recipient's failure to complete the required customs documentation or customs procedure within the applicable timeframe, the reshipment will require payment of 50% of the original order value.

*The replacement shipment will not be dispatched until any applicable reshipping fee has been paid.

For questions about reshipping fees, please contact us at support@deuschem.info

8. Unclaimed or Uncollected Shipments

If the carrier marks a shipment as ready for collection and provides a collection location or deadline, you are responsible for collecting the shipment within the period specified by the carrier.

If the shipment is not collected and is subsequently returned, a reshipment may be possible, but the applicable reshipping fee will apply.

We may also require you to provide a new or confirmed delivery address and recipient information before arranging the replacement shipment.

9. Recipient Unavailable

You are responsible for ensuring that the recipient is reasonably available to receive the shipment or that appropriate delivery arrangements are available.

If delivery fails because the recipient is unavailable and the carrier subsequently returns the shipment or requires a new shipment, the applicable reshipping fee will apply.

Where supported by the carrier, you should use available delivery options such as:

• delivery to a mailbox or designated safe location;
• delivery to the door;
• delivery to a neighbour;
• collection from the carrier's designated collection point.

The availability of these options depends on the carrier, destination country, and local delivery rules.

10. Damaged Shipments

If your package arrives visibly damaged, you should document the condition of the shipment as soon as possible and contact us at support@deuschem.info

Please provide:

• clear photographs of the outer packaging;
• photographs of the shipping label;
• photographs showing the damage;
• photographs of the contents, where relevant;
• your order number.

We will review the claim based on the information provided and the circumstances of the shipment. After the damage has been confirmed, we will resend you the damaged product(s) free of charge.

*If 1-5 ampoules are damaged, we will not send new replacement products. Instead, we will provide compensation in the form of Reward Points equivalent to the value of each damaged ampoule.

11. Required Information for a Reshipment Request

To process a reshipment request, please provide:

1. Order number
2. Tracking number
3. Full name of the recipient
4. Original delivery address
5. New delivery address, where required
6. Description of the delivery issue
7. Any required photographs or official documentation
8. Any other information reasonably required to verify the claim

Incomplete requests may be delayed until the required information has been provided.

Please send all required information and supporting documents to support@deuschem.info

12. Reshipment Does Not Modify the Original Order

A reshipment is a replacement shipment for the original order.

It does not create a new order and does not allow you to:

• add products;
• remove products;
• change quantities;
• exchange products;
• change product selections;
• request additional products.

Only the originally ordered products will be resent.

13. Delivery Time of a Reshipment

A replacement shipment is subject to the same general shipping conditions as an original order.

Delivery times are estimates only and may be affected by factors outside our control, including customs processing, postal delays, carrier delays, public holidays, weather conditions, local handling, and other transportation issues.

A reshipment does not guarantee a specific delivery date.

14. Customer Responsibility

You are responsible for:

• providing accurate delivery information;
• checking your order details before completing checkout;
• monitoring tracking information;
• being available to receive the shipment where required;
• collecting the shipment when requested by the carrier;
• notifying us within the applicable deadline if a delivery issue occurs;
• providing the documentation required under this Policy.

*Failure to comply with these requirements may result in the claim being denied.

15. No Refund for Delivery Issues

Delivery delays, delivery problems, loss in transit, or a shipment being returned to us do not automatically entitle you to a refund.

Where a shipment qualifies for a reshipment under this Reship Policy, the applicable remedy is reshipment in accordance with the conditions and limitations of this Policy.

We do not provide refunds for delivery delays, failed delivery, lost shipments, or other delivery issues where the shipment is eligible for reshipment under this Policy.

Any refund or other remedy that may be required or available under applicable law remains subject to our Terms of Service and your mandatory statutory rights.

If you have any questions about this Reship Policy or need to report a delivery issue, please contact us at support@deuschem.info