Returns & Product Quality Reports

1. Inspect on receipt

Check the outer package, seal, product identity and visible condition as soon as the order is received. Do not use a product that appears damaged, opened, incorrect or compromised.

2. Report the issue

Contact the Reserve Concierge with the order reference, item, issue and clear photographs where relevant. Do not include medical records or unnecessary identity information. Keep the product and packaging until the report is resolved.

3. Opened products

For safety and integrity reasons, opened or used products are not ordinarily accepted for preference-based returns. This does not remove rights that apply to defective, unsafe, damaged or incorrectly supplied goods.

4. Resolution

After review, an appropriate remedy may include replacement, credit, refund or further product assessment, depending on the facts and applicable consumer rights.

5. Courier damage

If a courier parcel arrives visibly damaged, photograph the unopened parcel and contact the Reserve before discarding any packaging.