Refund policy

1. Overview

OCTRD is committed to providing high-quality pharmaceutical packaging products and one-stop solutions. We aim to ensure customer satisfaction. Our refund and return policy outlines the conditions and procedures for returning products or requesting refunds.

2. Eligibility for Returns

Products may be eligible for return if they meet the following criteria:

  • Defective or damaged during shipment

  • Wrong product or incorrect specifications delivered

  • Products not matching the agreed order

Note: Customized or made-to-order products (specific sizes, glass materials, labels, or packaging design) are generally non-returnable unless there is a manufacturing defect or error by OCTRD.

3. Refund Conditions

Refunds will be issued in the following cases:

  • Confirmed manufacturing defect or damage during production

  • Order fulfillment errors (wrong product, incorrect labeling, wrong quantity)

Refunds will be processed after the returned items are inspected and approved by our quality control team.

4. Return Procedure

To request a return, please follow these steps:

  1. Contact OCTRD customer service via WhatsApp, Zalo, email, or website contact form within 7 days of receiving the product.

  2. Provide order details, photos of the product, and a clear description of the issue.

  3. OCTRD will review and approve eligible returns, providing instructions for shipping.

  4. Customers are responsible for safely packaging returned items to prevent further damage.

5. Shipping & Costs

  • For defective or incorrect products, OCTRD covers return shipping costs.

  • For other returns, the customer may be responsible for shipping charges unless otherwise agreed.

6. Refund Processing Time

Once returned items are received and inspected:

  • Refunds for approved returns will be processed within 7–10 business days.

  • Refunds will be issued using the original payment method whenever possible.

7. Important Notes

  • OCTRD reserves the right to deny returns that do not meet eligibility criteria.

  • Customized, per-order products may only be returned if the defect or error is confirmed to be our responsibility.

  • Contact customer support for any questions before shipping a return.