PRIVACY POLICY
Shenzhen Kangxin Biotechnology Co., Ltd. METASTRIP Products Service Terms
These Service Terms are entered into by Shenzhen Kangxin Biotechnology Co., Ltd. (hereinafter referred to as the “Company”) and you (hereinafter referred to as the “User,” including individual consumers and corporate purchasers) regarding the METASTRIP series of oral dissolvable films, functional chewing gums, and other oral delivery health products (hereinafter referred to as the “Products”) and related services (including after-sales consultation, returns and exchanges, product issue reporting, technical guidance, etc., hereinafter referred to as the “Services”).
By purchasing Products or using Services through any channels (Company website, authorized e-commerce platforms, offline stores, or cross-border distributors), you are deemed to have read, understood, and voluntarily agreed to these terms. If you do not agree, please stop purchasing or using the Products and Services immediately.
1. Scope of Application and Priority of Validity
1.1 Scope of Application
These terms apply to the sale of Products and provision of Services within China (excluding Hong Kong, Macau, and Taiwan) and authorized overseas regions.
Users purchasing Products overseas must also comply with additional terms imposed by local distributors (such as tariffs or regional warranty/return limitations). The Company assumes no additional responsibility.
1.2 Priority of Validity
The priority of applicable documents is as follows:
Product Information Card > Limited-Time Promotion Policies (e.g., “7-Day Unconditional Return”) > Special Rules Announced on the Company Website > These Service Terms
If matters are not specified in the above documents, these terms shall prevail.
2. Product and Service Description
2.1 Product Parameters
The flavor, ingredients, usage instructions, and efficacy of Products shall be as indicated on the official website and on product packaging.
The Company reserves the right to reasonably adjust formulations or packaging due to R&D optimization or regulatory requirements, with prior notice via the official website. Such adjustments do not constitute a breach of contract.
2.2 Services Provided
-
Customer Consultation: Guidance on product usage, flavor selection, and common questions via website customer service, hotline, or email.
-
Trial and Feedback: Participation in sample trials or submission of user feedback to help optimize product experience.
-
Cross-Border Service: After-sales services are only provided in the original purchase region. Users are responsible for ensuring suitable storage and usage conditions when using Products across borders. Issues arising from unsuitable usage conditions are not covered by the Company.
3. User Rights and Usage Guidelines
3.1 User Rights
-
Users may request returns, exchanges, or refunds due to product quality issues.
-
Users may query and correct personal information (such as order address or contact information), as detailed in the Company’s Privacy Policy.
-
Users may submit complaints regarding service quality through customer service channels. The Company will respond within 5 working days.
3.2 Usage Guidelines
-
Use Products according to instructions. Do not open, alter, or tamper with the product formulation, packaging, or oral film itself; doing so will void after-sales rights.
-
Minor color changes, taste differences, or light packaging wear within the shelf life are normal and do not affect functionality; such cases are not eligible for return or exchange.
-
Products must not be used for illegal or commercial profit-making purposes (e.g., reselling or leasing). The Company reserves the right to terminate services and pursue legal action for violations.
4. Orders and Delivery
4.1 Order Confirmation
An order is established once the User submits it and completes payment.
The Company reserves the right to cancel orders due to insufficient stock or incorrect information (e.g., pricing errors) and will refund in full within 24 hours, without additional compensation.
4.2 Delivery and Acceptance
-
Domestic Orders: Default delivery via SF Express or JD Logistics, estimated delivery 3-7 working days. Users should check the product appearance, model, and accessories upon receipt. If no objection is raised within 72 hours after receipt, the product is deemed delivered in good condition.
-
Overseas Orders: Delivered by authorized distributors. Shipping fees and customs duties are borne by the User. Delivery times are subject to distributor commitments. The Company is not responsible for shipping delays.
5. Returns, Exchanges, and Warranty
5.1 7-Day Unconditional Return
-
Applicable Conditions: Products unopened and unused within 7 days of receipt, with complete accessories and no impact on secondary sales.
-
Exclusions: Customized products (e.g., custom flavors or branded films), opened or used products, products with user-damaged packaging.
-
Shipping: Users bear the cost for unconditional returns; for quality issues, the Company covers return shipping costs.
5.2 Returns or Exchanges Due to Quality Issues
-
Within 15 days of receipt, Products with non-human-caused defects (e.g., abnormal taste, oral film failing to dissolve properly) may be returned or exchanged after Company verification. Verification shall be completed within 3 working days.
5.3 Shelf Life and Warranty Scope
-
Oral dissolvable films and functional chewing gums: 12 months from the date of purchase.
-
Accessories (e.g., storage bags, packaging boxes): 3 months from the date of purchase.
5.4 Non-Warranty Situations
-
Human-caused damage: tearing, water immersion, pressure, or high-temperature exposure.
-
Normal consumption: minor color fading or taste weakening that does not affect safety.
-
No valid proof of purchase or product number.
-
Force majeure: natural disasters causing damage.
5.5 After-Sales Process
-
User Application: Submit product photos, purchase proof, and issue description via the official website “After-Sales Portal.”
-
Company Review: Feedback provided within 3 working days.
-
Resolution:
-
Replacement/reshipment: Company covers return shipping.
-
Expired warranty: Paid solution provided; service executed after user confirmation.
-
6. Intellectual Property and Confidentiality
-
Product formulations, design, and trademarks are owned by the Company. Unauthorized commercial use or duplication is prohibited and will incur compensation for losses.
-
Users must maintain confidentiality for non-public Company information obtained during service, for a period of 3 years. Any damages caused by disclosure are fully liable to the User.
7. Privacy Protection
-
The Company collects only information necessary for order fulfillment and after-sales service (e.g., delivery information, purchase records).
-
Non-personalized usage data (e.g., flavor preferences, usage frequency) may be used to optimize products without additional user authorization.
-
User personal information is not shared with third parties without consent, except as required by law.
8. Amendments and Service Termination
-
The Company may revise these terms according to legal or business requirements. Amendments take effect via website announcement; after 7 days, the User is deemed notified. Users who disagree may request a refund of unused service fees, while purchased Products remain governed by prior terms.
-
The Company may terminate services if:
-
The User provides false information to obtain services.
-
The User illegally uses the Product, causing third-party claims.
-
The Product reaches disposal standards (e.g., expired or unsafe packaging), and the User refuses compliance.
-
9. Dispute Resolution and Governing Law
-
Disputes shall first be resolved through negotiation. If negotiation fails, either party may file a lawsuit in the People’s Court in Futian District, Shenzhen.
-
These terms are governed by the laws of the People’s Republic of China (excluding Hong Kong, Macau, and Taiwan). Invalidity of any clause does not affect the validity of other clauses.
10. Miscellaneous
-
Failure to exercise a right does not constitute a waiver of that right.
-
“Force Majeure” refers to unforeseeable, unavoidable, or insurmountable events, including natural disasters, policy changes, and supply chain disruptions. The Company is not liable for delays or non-performance caused by force majeure but will notify Users promptly.
-
These terms take effect on November 12, 2025, and supersede all previous service terms.