If something arrives wrong, we’ll review it properly.

Visible delivery issue

Report within 48 hours where reasonably possible.

Wrong or missing item

Eligible for review with order and parcel evidence.

Verified product concern

May be reviewed when supported by credible, traceable evidence.

Change of mind

Generally not eligible after fulfillment where the product is conforming and defect-free, subject to applicable law.

Customs seizure

Not considered a product defect.

Every claim is reviewed

Approval is based on the evidence and circumstances of the specific order.

Nothing in this policy is intended to exclude or limit rights that cannot lawfully be excluded under applicable law.

Claims may be reviewed when an item arrives physically damaged; an incorrect item was shipped; an item is missing from the delivered parcel; packaging or vial integrity was materially compromised on arrival; a fulfillment error is attributable to Origen; there is a documented product defect; or a credible analytical non-conformity concern is supported by traceable evidence.

Submitting a claim does not automatically guarantee a replacement. Each case is reviewed using the available fulfillment, delivery, product, and customer evidence.

Visible transit damage, wrong-item claims, missing-item claims, and visibly compromised packaging should be reported within 48 hours of delivery where reasonably possible.

This helps preserve courier, packaging, and fulfillment evidence while the circumstances are still easy to verify.

Concerns that could not reasonably have been identified at delivery will be reviewed based on the nature of the issue, available evidence, and applicable law.

Before an order is sealed and dispatched, Origen may maintain a fulfillment record showing the condition and contents of the shipment. That record may contain the order number, product SKU, quantity, product or vial condition, lot or batch number, visible seal or cap condition, packaging condition, packed parcel weight, shipping label or order identifier, date and time packed, and courier or tracking reference where available.

Where operationally practical, Origen may photograph or video-record an order before the parcel is sealed. The goal is to maintain a traceable record of what was actually packed and dispatched.

Packing records help resolve disputes fairly

When a claim involves a missing item, incorrect product, damaged vial, mismatched lot, or shipment discrepancy, Origen may compare the claim against the corresponding packing record. It may help confirm what items and quantity were placed in the parcel, their visible condition before dispatch, the lot or batch shipped, the packaging configuration, and whether a seal appeared intact before shipment.

Packing records are one piece of evidence considered alongside courier, customer, and product evidence.

Parcel weight may be recorded

Where available, the packed parcel weight may be recorded before dispatch and compared with courier weight records. This can help investigate claims involving alleged missing items, empty parcels, or quantity discrepancies. Weight alone does not determine whether a claim is valid.

Tamper-evident packaging

Origen may use tamper seals, security labels, identifiable packaging, and sealed courier pouches. Customers should preserve these materials when making a claim. If packaging has been opened, resealed, cut, damaged, or altered, photograph it before discarding anything.

1. 01

   Order information

   Order number and delivery date.

2. 02

   Parcel

   Full photo of the parcel and all contents.

3. 03

   Shipping label

   Clear photo showing the courier label.

4. 04

   Product

   Front, back, cap, base, and lot or batch marking where relevant.

5. 05

   Packaging

   Outer packaging, internal padding, security seals, and any visible damage.

6. 06

   Video

   A short continuous video may be requested when the facts cannot be established from still photographs.

Customers should retain the product and packaging until the claim is resolved.

Evidence should show the actual disputed order

Submitted evidence should relate to the actual Origen order being disputed, clearly show the relevant product and parcel, include the shipping label where appropriate, show the lot number where relevant, and not be edited in a way that changes material facts.

Where necessary, Origen may request additional angles or a continuous video showing the parcel, label, packaging, contents, and disputed item.

If a customer reports an incorrect or missing item, Origen may review the original order, packing record, product or lot record, parcel weight, inventory logs, courier records, customer photos, and delivery confirmation.

Customers should photograph all items received together where practical.

Keep the product, outer package, internal packaging, shipping label, seal or tamper label, and any broken components until the review is complete.

Send photos of the parcel before further handling where possible, clear photos of the damage, the relevant lot number, the order number, and a brief explanation. Where applicable, the evidence will be compared with the condition recorded before dispatch.

Concerns involving product identity, purity, or analytical specification require credible documentation. A submitted laboratory result should reasonably include a recognized independent laboratory, complete original report, laboratory identifier, sample identifier, lot or batch relationship, testing methodology, result, test date, verification mechanism or laboratory contact, and sufficient traceability showing the tested sample came from the disputed Origen lot.

A screenshot or cropped report without sufficient sample traceability may not by itself establish a product non-conformity. Origen may independently verify the report with the issuing laboratory.

Origen may compare a claim against packing photos or video, product and lot records, parcel weight, courier scans, delivery confirmation, delivery photos where available, customer-submitted images, laboratory reports, inventory records, and customer communications.

No single piece of evidence automatically determines the outcome. Claims are reviewed using the available evidence as a whole.

Additional verification may be required where there is a reasonable discrepancy involving reused photographs, images from unrelated orders, altered screenshots, edited laboratory reports, mismatched lot numbers, evidence inconsistent with packing records, products not purchased from Origen, duplicate claims for the same incident, claims inconsistent with courier delivery records, suspected parcel tampering after delivery, repeated unsupported missing-item claims, false non-delivery claims, or identity or payment misuse.

Where there is a reasonable discrepancy, Origen may request additional evidence before approving a resolution.

Damage caused after delivery is not a product defect

Origen may review whether claimed damage is consistent with the recorded pre-dispatch condition, packaging damage, courier handling, surrounding materials, cap or crimp condition, and security seals. Damage intentionally caused after delivery is not eligible for a replacement, but unusual damage alone does not prove intentional misconduct.

Repeated or duplicate claims

Claim history may be reviewed when necessary to identify duplicate submissions, repeated claims using identical evidence, multiple recoveries for the same order, or unusual claim patterns. Prior claims alone will not automatically cause a valid new claim to be denied.

Customers are encouraged to contact Origen first so the issue can be reviewed directly.

If a payment dispute is opened, Origen may provide the payment provider with relevant order records, packing evidence, tracking, proof of delivery, correspondence, replacement history, and claim documentation.

If a replacement has already been provided, customers should not seek a second recovery through a chargeback for the same order. Origen may contest duplicate recovery attempts through the applicable payment provider.

Origen currently fulfills domestic Philippine orders only. If international shipping becomes available, shipments may be subject to customs inspection, import restrictions, duties, taxes, delays, refusal, or seizure. Customers are responsible for understanding destination-country import requirements.

Customs seizure or refusal is not considered a product defect. A physically damaged international parcel may still be reviewed under the normal damage-claim process.

Approved claims are resolved by replacement of the affected product only.

The resolution depends on the verified issue, available evidence, product condition, and applicable law. Whether a claim is approved depends on the review of that order.