Product Issues and Dispute Resolution – Ginseng Agency
If your order arrives with missing items, visible damage, or does not meet your expectations, please notify us within 48 hours of receiving your package by sending an email to info@ginstorum.com.
You will receive an automatic confirmation email. Please reply to that message with clear photos showing the following:
The outer packaging
The shipping label
The items received
Any visible damage or issue
We treat such reports as a priority and will work to resolve the issue as quickly as possible. Thank you for your cooperation and understanding.
If a product is not functioning as expected despite proper use, please contact our support team at info@ginstorum.com.
After receiving the automated response, please reply with photos or a short video clearly demonstrating the issue (e.g., the product while powered on, charging, or in use).
If visual documentation cannot be provided or does not adequately show the problem, we may request that you return the product to our facility in Beaverton, Oregon for inspection.
Important: Return shipping costs are the responsibility of the customer. We do not accept cash-on-delivery (COD) returns under any circumstances.
If you are not satisfied with the resolution offered, and no agreement is reached, you may escalate your complaint through the European Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr
Please note: Only complaints that meet the conditions outlined above will be considered for escalation and further review.
For additional details, please refer to our:
[Terms and Conditions]
[Cookie Policy]
Both are accessible at the bottom of every page on ginstorum.com.