1. PURPOSE

This Policy establishes the Company’s rules and procedures governing:

a. Order cancellation;

b. Product returns;

c. Refunds;

d. Exchanges and replacements;

e. Failed, refused, or unclaimed deliveries;

f. Customs-related abandonment of international shipments;

g. Global fulfillment and drop-shipping transactions;

h. Distributor/Business Owner responsibility for customer-related transactions; and

i. Adjustment, reversal, deduction, and recovery of commissions arising from cancelled, returned, refunded, reversed, or otherwise non-qualifying transactions.

2. GOVERNING PRINCIPLES

2.1. Nothing in this Policy shall be interpreted as waiving, diminishing, or restricting any non-waivable right granted to a consumer under applicable law.

2.2. Where applicable law provides a mandatory remedy that is more favorable to the consumer than the remedy stated in this Policy, the mandatory legal requirement shall prevail.

3. DEFINITIONS

3.1. Company

Refers to Sante International, Inc., including its authorized fulfillment, e-commerce, customer-service, logistics coordination, and related operations.

3.2. Distributor / Business Owner

Refers to a registered independent distributor, direct seller, member, Business Owner, or other authorized participant who purchases, markets, distributes, or sells the Company’s products.

3.3. Customer / End User / Third-Party Recipient

Refers to the person who purchases or receives the product for personal or consumer purposes, including a person other than the Distributor who is designated to receive an order directly from the Company.

3.4. Confirmed Order

An order that has been accepted by the Company’s system and for which the applicable payment authorization, invoice generation, or other confirmation requirements have been completed.

3.5. Processed Order

An order for which any fulfillment activity has commenced, including inventory allocation, invoicing, picking, packing, shipment preparation, or courier endorsement.

3.6. Commissionable Transaction

A transaction that satisfies the requirements of the Company’s Compensation Plan for the calculation or payment of commissions, bonuses, rebates, incentives, or similar benefits.

3.7. Failed Delivery

A shipment that cannot be successfully delivered or completed due to refusal, non-payment, incorrect or incomplete delivery information, non-collection, recipient unavailability, abandonment, customs issues, or another cause not attributable to a product defect or Company fulfillment error.

3.8. Drop-Ship Transaction / Global Fulfillment

A transaction in which a Distributor places an order with the Company but designates a customer, end user, or other third party as the recipient of the product, with the Company shipping the product directly to such recipient.

4. GENERAL ORDER CANCELLATION POLICY

4.1. A cancellation request may be submitted through the Company’s authorized channels.

4.2. Submission of a cancellation request does not automatically constitute approval of the cancellation.

4.3. The fact that an order has not yet been delivered does not, by itself, create an unconditional right to cancel the order.

4.4. In determining whether a cancellation may be approved, the Company may consider:

a. whether payment has been made;

b. whether an invoice has been issued;

c. whether fulfillment has commenced;

d. whether inventory has already been allocated;

e. whether the order has been packed or prepared for shipment;

f. whether the order has already been shipped;

g. whether the goods are already in transit;

h. the reason for cancellation;

i. whether the cancellation request was made by the Customer or Distributor;

j. whether the cancellation resulted from a Company error

5. ORDER CANCELLATION BEFORE FULFILLMENT

5.1. Where a cancellation request is received before fulfillment has commenced, the Company may approve the cancellation subject to verification.

5.2. Where fulfillment has already commenced, the request shall be evaluated under the provisions applicable to processed orders, returns, failed deliveries, or other relevant provisions of this Policy.

6. ORDER CANCELLATION AFTER PROCESSING OR SHIPMENT

6.1. Once an order has been processed, packed, endorsed to a courier, or shipped, cancellation may no longer be operationally feasible.

6.2. In such cases, the Company may:

a. decline the cancellation request;

b. allow the shipment to proceed and process the matter under the applicable return or refund provisions;

c. require the product to be returned before a refund is considered; or

d. apply reasonable and documented costs attributable to the cancellation or return, subject to applicable law.

6.3. A cancellation request made after shipment shall not be treated as a Company error unless the circumstances giving rise to the request are attributable to the Company.

7. CHANGE OF MIND

7.1. Where the product is not defective, expired, counterfeit, incorrectly supplied, damaged prior to delivery, or otherwise subject to a statutory remedy, a change of mind alone does not automatically create a right to cancellation, return, refund, or exchange.

8. DISTRIBUTOR-INITIATED CANCELLATION

8.1. A Distributor-initiated cancellation shall not automatically be approved solely because:

a. the Distributor changed his/her mind;

b. the Distributor requires the funds for another purpose;

c. the Distributor has not yet collected payment from his/her customer;

d. the Distributor’s customer subsequently changed his/her mind; or

e. the Distributor no longer wishes to proceed with the transaction.

8.2. The Company may consider the cancellation request based on the status of the order and the applicable provisions of this Policy.

9. ORDERING ERROR BY DISTRIBUTOR

9.1. Where an order was placed incorrectly due to the Distributor’s own ordering, encoding, or processing error, the Distributor shall immediately notify the Company.

9.2. The Company may allow correction or cancellation where operationally feasible.

9.3. If fulfillment has already commenced, the Company may decline cancellation or process the transaction under the applicable return provisions.

9.4. Where the ordering error results in additional shipping, return, handling, or other directly attributable costs, such costs may be charged to the Distributor, subject to applicable law and reasonable documentation.

10. GENERAL PRODUCT RETURN POLICY

10.1. Returns shall only be accepted when the transaction is eligible under this Policy

10.2. Unless otherwise required by law, an ordinary return of a marketable product may be considered provided that:

a. the product is unused;

b. the product remains in merchantable and resalable condition;

c. the original packaging is substantially intact;

d. applicable safety seals remain intact;

e. the product has not expired;

f. the product has not been altered, tampered with, or improperly stored;

g. the return is made within the applicable return period;

h. proof of purchase is provided; and

i. the transaction otherwise satisfies the requirements of this Policy.

11. DISTRIBUTOR / BUSINESS OWNER RETURN OF MARKETABLE PRODUCTS

11.1. A Distributor may request the return of an eligible marketable product subject to the requirements of Section 10.

11.2. Where an eligible return is approved, the Distributor may be entitled to a refund of the applicable net purchase price, subject to:

a. reasonable handling charges, where applicable;

b. applicable shipping or return logistics costs attributable to the Distributor;

c. amounts required to be reversed or recovered under the Compensation Plan; and

d. other lawful and properly documented deductions.

12. DEFECTIVE, DAMAGED, INCORRECT OR EXPIRED PRODUCTS

12.1. Where a product:

a. is defective;

b. is damaged before delivery;

c. is expired when delivered;

d. is materially different from the product ordered;

e. was incorrectly supplied by the Company; or

f. otherwise fails to conform to applicable warranty or contractual requirements,

the Company shall provide the applicable remedy required by law.

12.2. Depending on the circumstances, the remedy may include:

a. replacement;

b. exchange;

c. refund;

d. another legally available remedy.

12.3. The Company may require reasonable evidence to verify the condition of the product and determine whether the issue occurred before or after delivery.

12.4. Where the defect, damage, incorrect fulfillment, or other non-conformity is attributable to the Company, the Company shall bear the appropriate cost of the applicable remedy, subject to applicable law.

13. EXCHANGE AND REPLACEMENT

13.1. Exchange or replacement may be allowed where:

a. the wrong product was supplied;

b. the product was damaged before delivery;

c. the product is defective;

d. the product is expired upon delivery; or

13.2. Where a product is approved for replacement, the replacement item shall be of the same product whenever available. If the same product is no longer available, the Company may provide a substantially similar item of equivalent value, quality, and intended use. No cash refund, price adjustment, or exchange for a different-priced item shall apply unless otherwise required by applicable law.

13.3. Where the issue is attributable to the Distributor or Customer, including incorrect ordering, improper storage, or improper handling, the Company may decline the exchange or replacement or apply reasonable and documented costs, subject to applicable law.

14. THIRD-PARTY, DROP-SHIP, AND GLOBAL FULFILLMENT TRANSACTIONS

14.1. Where a Distributor places an order with the Company but designates another person as the recipient, the transaction shall be treated as a Third-Party Delivery / Drop-Ship Transaction.

14.2. The Distributor shall be responsible for accurately communicating to the recipient all material transaction information provided by the Company, including, where applicable:

a. product price;

b. shipping or freight charges;

c. duties and taxes;

d. customs requirements;

e. payment method;

f. delivery conditions;

g. expected delivery requirements; and

h. consequences of refusal, non-payment, non-collection, or abandonment.

14.3. The Distributor shall ensure that the recipient is provided with accurate and sufficient delivery information, including the recipient’s complete name, address, contact information, and other information reasonably required for successful delivery.

14.4. The Distributor shall not misrepresent, conceal, or materially alter charges communicated by the Company

14.5. The Distributor shall be responsible for errors or omissions in customer information supplied by the Distributor.

15. DISTRIBUTOR RESPONSIBILITY FOR CUSTOMER TRANSACTIONS

15.1. The Distributor is responsible for the commercial arrangements between the Distributor and the customer, including the collection of payment where the Distributor chooses to sell or release products before receiving full payment from the customer.

15.2. Where a Distributor elects to sell a product to a customer before collecting the customer’s payment, the Distributor assumes the commercial collection risk arising from that arrangement, unless the failure results from an error, defect, or other circumstance attributable to the Company.

15.3. Accordingly, the Distributor’s customer:

a. changing his/her mind;

b. refusing delivery;

c. failing to pay;

d. failing to claim the shipment;

e. providing incorrect or incomplete delivery information; or

f. otherwise failing to complete the transaction

does not, by itself, create an automatic right of cancellation or refund against the Company.

16. FAILED, REFUSED, OR UNCLAIMED DELIVERY

16.1. A shipment may be classified as a Failed Delivery where delivery cannot be successfully completed due to:

a. refusal by the recipient;

b. failure or refusal to pay applicable charges;

c. incorrect or incomplete delivery information;

d. recipient unavailability;

e. failure to claim the shipment;

f. repeated unsuccessful delivery attempts;

g. abandonment;

h. customs-related issues;

i. failure to provide required documents or information; or

j. another circumstance not attributable to a Company product defect or fulfillment error.

16.2. Where a shipment is returned to the Company or logistics provider due to a Failed Delivery, the Company may determine whether the order may be:

a. re-delivered;

b. returned;

c. cancelled;

d. refunded, subject to applicable deductions; or

e. otherwise resolved in accordance with this Policy and applicable law.

17. FAILED COD TRANSACTIONS

17.1. Where a transaction is Cash on Delivery (COD) and the customer fails or refuses to pay charges that were properly disclosed and designated as payable by the recipient, the Company may classify the transaction as a Failed COD Transaction.

17.2. Where the failed transaction is attributable to the Distributor or the Distributor’s customer, the Company may recover from the Distributor reasonable, actual, documented, and directly attributable costs incurred, including, where applicable:

a. outbound shipping;

b. return-to-origin shipping;

c. courier handling;

d. customs processing;

e. storage and warehousing;

f. duties and taxes actually incurred;

g. re-delivery charges;

h. abandonment or disposal charges; and

i. other documented third-party logistics expenses.

18. CUSTOMS ABANDONMENT / UNCLAIMED INTERNATIONAL SHIPMENTS

18.1. Where an international shipment is:

a. not claimed within the applicable period;

b. refused by the recipient;

c. abandoned or forfeited;

d. returned; or

e. otherwise disposed of by customs or the logistics provider,

because of the Distributor’s or recipient’s failure to complete the transaction, pay required charges, provide required information, or comply with applicable customs requirements, the Distributor may be responsible for the reasonable, actual, and documented costs resulting from such event.

18.2. Such costs may include applicable customs, duties, taxes, storage, return freight, handling, disposal, and other documented logistics expenses actually incurred.

18.3. The Distributor shall be responsible for properly communicating applicable customs and destination-country requirements to the customer or recipient to the extent such information has been provided by the Company.

19. COMPANY ERROR

19.1. The Company shall bear the appropriate cost of the applicable remedy where the loss or issue results from the Company’s:

a. incorrect product fulfillment;

b. incorrect product being shipped;

c. incorrect shipping documentation prepared by the Company;

d. failure to disclose material charges that the Company was responsible for disclosing;

e. manufacturing defect;

f. warranty breach

19.2. Nothing in this Section shall prevent the Company from investigating the circumstances to determine the appropriate remedy.

20. COURIER OR LOGISTICS ERROR

20.1. Where loss, damage, or delivery failure results from a courier or logistics provider after proper handover by the Company, the Company shall coordinate the appropriate claim or remedy in accordance with its logistics arrangements and applicable law.

20.2. The Distributor or consumer shall not be required to independently resolve a Company-contracted logistics claim where the Company’s assistance is reasonably required.

20.3. The Company may require the Distributor or recipient to provide photographs, tracking information, delivery records, or other reasonable evidence necessary to support a logistics claim.

21. REFUND POLICY

21.1. A refund shall only be processed where:

a. the cancellation is approved;

b. the return is approved and the applicable refund is due;

c. the Company otherwise approves the refund under this Policy.

21.2. Where a refund is approved, the refund amount shall be determined based on the applicable transaction and shall take into account lawful and documented deductions.

Refundable Amount = Purchase Amount – Lawful and Documented Deductions

21.3. Potential deductions, where lawfully applicable, may include:

a. reasonable handling charges;

b. return shipping or logistics costs attributable to the requesting party;

c. failed-delivery expenses;

d. customs, warehousing, or related expenses;

e. re-delivery or return-to-origin charges;

f. benefits or commissions required to be reversed; and

g. other lawful and properly documented transaction-related costs.

22. REFUND METHOD AND PROCESSING

22.1. Approved refunds shall, where reasonably practicable, be processed through the original payment method or another authorized payment channel.

22.2. The actual time for receipt of the refund may depend on the payment gateway, bank, e-wallet, card issuer, courier, or other third-party service provider involved in the transaction.

22.3. The Company may require verification of the transaction and identity of the requesting party before processing a refund.

22.4. A refund shall not be considered final until the applicable transaction has been properly validated and the corresponding financial and commission adjustments have been completed.

23. PROOF AND DOCUMENTATION

The Company may require reasonable documentation necessary to evaluate a cancellation, return, exchange, replacement, refund, failed delivery, or related claim, including:

a. order number;

b. invoice;

c. payment confirmation;

d. delivery receipt;

e. photographs or videos of the product or package;

f. courier tracking records;

g. customs records;

h. proof of customer communication;

i. proof of disclosure of charges;

j. return shipment records; and

k. other reasonable evidence necessary to determine the facts and responsibility of the parties.

The Company may reject or defer a claim where sufficient documentation has not been provided, subject to applicable law.

24. COMMISSION REVERSAL AND RECOVERY

24.1. Where a transaction is cancelled, returned, refunded, reversed, charged back, or otherwise determined to be non-qualifying, the Company may reverse the commissions, bonuses, rebates, incentives, or other benefits attributable to that transaction, subject to applicable law

24.2. The reversal may include commissions distributed through the Distributor’s upline genealogy where permitted under the Compensation Plan.

24.3. Commission adjustments may be implemented through:

a. reversal of unpaid or provisional commissions;

b. deduction from future commissions;

c. offset against amounts otherwise payable;

d. recovery from the affected Distributor; or

25. REPEATED OR ABUSIVE CANCELLATION AND RETURN PATTERNS

25.1. The Company may investigate repeated transactions exhibiting unusual or potentially abusive patterns, including:

a. repeated payment followed by cancellation;

b. repeated customer cancellations;

c. repeated failed COD deliveries;

d. repeated customs abandonment;

e. repeated ordering errors;

f. repeated returns without a legitimate product-related basis; or

g. other patterns reasonably indicating potential manipulation or abuse of the Company’s ordering, refund, or compensation system.

25.2. Where the investigation establishes intentional manipulation, fraud, abuse, or material violation of the Distributor Agreement or Company policies, the Company may, subject to applicable due process and contractual requirements:

a. reverse affected commissions;

b. suspend commission release;

c. impose reasonable transaction restrictions;

d. recover improperly received amounts;

e. suspend or terminate the Distributor account; and/or

f. pursue other lawful remedies.

26. RESPONSIBILITY FOR COSTS

26.1. As a general principle, the party responsible for the event giving rise to a cost may be responsible for the reasonable, actual, and documented costs directly attributable to such event, subject to applicable law.

26.2. Costs shall not be imposed where they are attributable to:

a. a Company error;

b. a product defect covered by applicable warranty or law;

c. incorrect fulfillment by the Company; or

d. another circumstance for which the Company is legally responsible.

26.3. Any deduction, charge, or recovery under this Policy shall be supported by reasonable documentation where applicable.

27. COMPANY DISCRETION AND EXCEPTIONS

27.1. The Company may consider exceptional circumstances on a case-by-case basis.

27.2. Any accommodation, waiver, goodwill refund, exchange, replacement, or other exception granted by the Company shall not automatically amend this Policy or create a precedent for future transactions.

27.3. The Company may update or amend this Policy from time to time, subject to applicable law and the terms of the Distributor Agreement.

28. GOVERNING LAW

28.1. For transactions governed by Philippine law, this Policy shall be interpreted in accordance with the laws of the Republic of the Philippines, including applicable consumer-protection, e-commerce, direct-selling, customs, tax, and other relevant laws and regulations.

28.2. For international transactions, the Company, Distributor, and other transaction participants shall comply with mandatory laws applicable to the relevant transaction and destination jurisdiction.

28.3. Where there is a conflict between this Policy and a mandatory provision of applicable law, the mandatory provision of law shall prevail to the extent of such conflict.

29. POLICY ACKNOWLEDGMENT

29.1. By placing an order, accepting appointment as a Distributor, or continuing participation in the Company’s “Drop Shipment” and “Global” Distribution system, the Distributor acknowledges that he/she has been provided access to this Policy and agrees to comply with its applicable provisions.

29.2. Where required, the Company may obtain electronic or written acknowledgment of this Policy.

29.3. The Distributor shall be responsible for complying with applicable provisions of this Policy when conducting customer, third-party, and drop-shipping transactions.

29.4. The Distributor shall not make representations to customers that are inconsistent with the Company’s official policies, product information, pricing, delivery terms, refund procedures, or applicable law.

30. EFFECTIVITY

This Policy shall take effect on the date specified by the Company and shall remain in force until amended, superseded, or withdrawn by the Company.

All previous policies, procedures, or guidelines covering the same subject matter shall be deemed superseded to the extent inconsistent with this Policy.

IMPORTANT NOTICE!

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