Privacy, shipping, claims & returns
Privacy Policy
This policy explains how we handle customer information and how we manage the global shipping, delivery, claims, returns, and customs-related arrangements that apply to the medical aesthetic and injectable products you order from us.
This policy should be read together with the applicable quotation, order confirmation, shipping terms, and other relevant written agreements. Last updated: October 1, 2026.
01 · Scope
Policy scope and who we are
We explain how orders placed through us are shipped, how delivery issues are reviewed, and how we handle customer information in connection with those orders.
Jiangsu Xihong Biopharma Co., Ltd.
At Jiangsu Xihong Biopharma Co., Ltd., we provide reliable international shipping solutions for our medical aesthetic and injectable products. We serve distributors, clinics, medical institutions, and professional partners worldwide.
Shipping, claims, returns, and information
This policy explains our shipping procedures, claim submission requirements, available remedies, customs-related arrangements, and the handling of personal information in connection with orders placed through DermalFillerX.
Read together with your order agreement
This policy should be read together with the applicable quotation, order confirmation, agreed shipping terms, and other relevant written agreements. Specific arrangements expressly agreed in writing for an order will be considered alongside this policy, subject to applicable law.
Accurate information and lawful import
Customers are responsible for providing accurate destination and consignee information, cooperating with applicable import procedures, and confirming that the products can legally be imported, distributed, and marketed for their intended business purposes in the destination market.
02 · Personal information
Information we collect from customers
Depending on the transaction and the services requested, DermalFillerX may collect and process the following categories of information.
- 01
Identity and business information. Customer names and company names.
- 02
Contact information. Contact details needed for order processing and service communications.
- 03
Shipping and logistics information. Delivery addresses, shipment details, and logistics records.
- 04
Customs documentation. Information and documents required for applicable customs procedures.
- 05
Payment and transaction records. Information relating to payments, invoices, and order transactions.
Customers should provide accurate information necessary to process the relevant order and related services. Customers should also notify DermalFillerX if information relevant to an active order, delivery, or customs procedure is incorrect or requires updating. Changes may affect shipment processing or delivery arrangements and may be subject to carrier or customs requirements.
03 · Use and sharing
How we use and share customer information
Information is handled in accordance with applicable legal requirements and the terms of this policy, and is shared only where necessary to complete a transaction or where the law requires it.
Purpose limitation
How we use customer information
Customer information may be used for the following purposes, and for no broader purpose than supporting the order and related obligations.
- Processing orders and payments.
- Arranging shipping, delivery, and related logistics.
- Supporting customs clearance procedures.
- Handling after-sales inquiries and product claims.
- Maintaining transaction records and meeting applicable legal or regulatory obligations.
- Responding to questions about the handling of personal information and privacy rights.
04 · Retention and security
How long information is kept and how it is protected
Customer information is retained only as long as applicable law and legitimate business needs require, and protected against unauthorized access, disclosure, alteration, or loss.
Retention and security
Retention periods and protective measures
Customer information is retained for the period required by applicable law and legitimate business needs. Retention periods may vary according to the type of information, transaction records, legal or regulatory obligations, and the need to handle orders, disputes, or after-sales matters. When information is no longer required, it will be handled in accordance with applicable legal requirements and relevant data management practices.
Appropriate measures are taken to protect customer information against unauthorized access, disclosure, alteration, or loss. Access to customer information is limited to authorized personnel and relevant service providers who need the information for legitimate business purposes, subject to applicable requirements. No method of electronic storage or transmission can be guaranteed to be completely secure.
05 · Shipping terms
Global shipping and delivery terms
DermalFillerX currently supports door-to-door delivery services, subject to destination availability, carrier acceptance, product-specific requirements, and applicable regulations.
Arrangements confirmed case by case
We ship our products to international markets through qualified logistics and courier partners. Depending on the destination country, product requirements, and customer preferences, we can support different international shipping arrangements, including door-to-door delivery, DDP (Delivered Duty Paid), DAP (Delivered at Place), and other agreed international shipping arrangements.
Available shipping methods, delivery arrangements, shipping charges, and estimated transit times are confirmed on an order-by-order basis. The available shipping method will be confirmed with the customer before shipment, and customers should review and confirm the proposed shipping method and delivery arrangements before completing an order.
Delivered Duty Paid
Under DDP, the seller generally assumes responsibility for delivery to the named destination, import clearance, and applicable import duties and taxes, in accordance with the agreed Incoterms® rules and the relevant contract. Where DDP service is available and agreed upon, we can arrange delivery to the customer's designated address, including applicable customs clearance, duties, and import taxes as specified in the quotation.
DDP arrangements are subject to destination availability, legal requirements, and the seller's ability to arrange the required import formalities. DDP availability may vary depending on the destination country and the specific products being shipped.
Delivered at Place
Under DAP, the seller generally arranges delivery to the named destination. The buyer is generally responsible for import clearance, applicable import duties and taxes, and other import-related obligations allocated to the buyer under the agreed terms.
If a destination does not support DDP, we may offer DAP or another suitable shipping solution. The applicable shipping method, named destination, allocation of duties and taxes, and any additional charges will be confirmed before shipment.
Service scope, not a duty allocation
Door-to-door describes the delivery service from the shipping origin to the agreed destination. It does not, by itself, determine responsibility for import duties, taxes, or customs clearance.
For door-to-door shipments, the exact scope of service will be confirmed in the commercial quotation or sales agreement, together with the applicable shipping method, named destination, allocation of duties and taxes, and any additional charges.
06 · Timing and handling
Delivery times, costs, and handling requirements
Estimated shipping and delivery times depend on the selected shipping method, destination, carrier operations, customs clearance, and other shipment-specific circumstances.
Not every product ships everywhere
Shipping availability depends on the destination country's or region's laws, import requirements, customs procedures, carrier restrictions, and product-specific conditions. Not every product or shipping method is available for every destination, and for certain countries or regions, shipping arrangements may be subject to local import regulations, customs requirements, product registration status, or other regulatory restrictions.
If a destination or shipment is found to be restricted or unavailable, DermalFillerX will contact the customer to discuss available alternatives where possible.
Estimates, not guaranteed dates
We will arrange shipment according to the agreed production and delivery schedule. Estimated delivery times may vary depending on the destination country and region, product availability and production lead time, customs clearance and local import procedures, regulatory requirements, public holidays or transportation disruptions, and carrier or logistics service conditions.
The applicable estimated transit time will be communicated or confirmed with the customer before shipment, where available. Any delivery time provided by us is an estimated timeframe unless a specific delivery commitment has been expressly agreed in writing, and delays may occur due to customs inspections, regulatory reviews, transportation disruptions, weather conditions, public holidays, or other circumstances affecting delivery.
Shipping costs and import charges
Shipping charges and any additional delivery costs will be confirmed in the relevant quotation or order agreement. Responsibility for import duties, taxes, customs clearance fees, and other import-related charges depends on the agreed shipping terms and applicable law.
For DDP shipments, the applicable duties and taxes covered by the DDP quotation will be confirmed before shipment. For non-DDP shipments, any customs duties, import taxes, clearance fees, or other destination charges not included in the agreed quotation will be borne by the customer. Additional charges arising from changes to the destination, delivery instructions, or other customer-provided information will be handled in accordance with the applicable order agreement.
Temperature-sensitive products
Where a product requires specific storage or transportation conditions, the applicable product instructions and agreed shipping arrangements should be followed. Customers should review the product's storage requirements and any handling instructions supplied with the shipment.
If a suspected temperature excursion, packaging failure, or other transportation-related condition may have affected product quality, customers must report the issue within the applicable claim period and provide relevant supporting evidence. The reported issue will be reviewed based on the available documentation, product requirements, and shipment circumstances, and appropriate next steps will be communicated following the review.
07 · Customs and import
Customs clearance and import requirements
International shipments may be subject to customs clearance and local regulatory requirements, and responsibility for those requirements depends on your role and the agreed shipping terms.
Clearance and documentation
Shipments held by customs or regulatory authorities
International shipments may be subject to customs clearance and local regulatory requirements. A shipment may be delayed, inspected, held, or restricted by customs or regulatory authorities in the destination country. If this occurs, DermalFillerX and the customer will cooperate, where reasonably possible, to provide available supporting documents and discuss the next steps. The outcome may depend on the destination country's requirements, the reason for the hold, the documents requested by the authorities, and the available shipping or regulatory options.
Customers are responsible for providing accurate consignee information and any documentation reasonably required to facilitate customs clearance or importation. Customers and local business partners should confirm the import requirements applicable to their destination market and intended business activities before placing an order. Where required, customers are responsible for ensuring that the products can legally be imported and used in their destination market.
Where applicable, DermalFillerX will coordinate the provision of available product and shipping documentation. The provision of documentation does not guarantee customs clearance, product registration, market authorization, or permission to import, distribute, or market a product in a particular country. Customers remain responsible for confirming the requirements applicable to their own role and activities, subject to the agreed order terms and applicable law.
08 · Inspection and claims
Delivery inspection, claims, and remedies
Customers should inspect shipments promptly after delivery and retain the relevant products, packaging, labels, and shipping documents until the claim review is complete.
Claim pathway
From delivery to a confirmed remedy.
Each claim is assessed according to the nature of the reported issue and the supporting evidence, and the required steps are the same whether the issue appears on receipt or later.
Inspect on receipt
Check the outer packaging and products promptly, and record any visible damage with the carrier where possible.
Report in 48 hours
Claims relating to damage, incorrect products, missing quantities, or quality must be reported within 48 hours of delivery confirmation.
Submit evidence
Provide the order number, description, photographs, and supporting documents requested for the reported issue.
Claim assessment
We review the evidence against the order records, batch details, and any required third-party test report.
Confirmed remedy
Where a claim is approved, the currently confirmed remedy is replacement of the affected products.
Evidence checklist
What to include with a claim
To enable an effective review, customers must provide the following evidence, as applicable to the reported issue. DermalFillerX may request additional information reasonably necessary to evaluate a specific claim, and incomplete submissions may delay the review process.
- 01
Outer packaging and shipping label. Clear photographs showing the packaging condition and shipping label.
- 02
Product identification. Photographs showing the product batch number and expiry date.
- 03
Affected products. Clear photographs or videos showing the reported damage, discrepancy, or suspected defect.
- 04
Order documentation. The commercial invoice and order number.
- 05
Third-party test report. A third-party testing report where required to assess the reported product quality issue.
Customers should preserve the affected products and relevant packaging and should not dispose of or return affected goods before receiving instructions from our team.
09 · Returns and cancellation
Returns, exchanges, and order cancellation
Because our products are professional medical aesthetic and injectable products, returns are subject to strict quality, safety, and traceability requirements.
Authorization and condition
What a return must satisfy
Returns are not accepted without prior written authorization from Xihong Biopharma, and products may only be returned where we have confirmed in writing that a return is appropriate. Customers must contact DermalFillerX and obtain instructions before returning any products, because unrequested returns may not be processed and the appropriate handling procedure depends on the product, the nature of the claim, and any applicable shipping or regulatory requirements.
- Remain in their original condition.
- Be unopened and unused, unless otherwise agreed.
- Retain their original packaging, labels, batch or lot information, and traceability information.
- Be returned according to our instructions.
Order cancellation
Cancellation requests and customized orders
For cancellation requests, please contact us as soon as possible. If an order has already entered production, been customized, labelled, or dispatched, cancellation may not be possible or may be subject to applicable costs. For private-label, OEM, ODM, or customized products, cancellation and refund conditions will be governed by the applicable sales agreement or purchase order.
All requests are handled in accordance with the applicable order terms and relevant legal requirements. Nothing in this policy limits any mandatory rights or remedies available under applicable law.
10 · Regulatory and exceptional circumstances
When a shipment is affected by circumstances beyond reasonable control
International shipments may occasionally be delayed or affected by circumstances beyond our reasonable control, including customs inspections, regulatory requirements, changes in import policies, transportation disruptions, natural disasters, strikes, or other force majeure events.
Cooperation and next steps
How we work with you when a shipment is affected
In such circumstances, we will work with the customer and relevant logistics partners to identify a reasonable solution, which may include revised routing, a rescheduled dispatch, or another arrangement appropriate to the situation. Where a shipment is held or affected by an authority, both parties will cooperate, where reasonably possible, by providing available supporting documents and discussing the available options.
The appropriate next steps, and the outcome itself, may depend on the nature of the event, the destination requirements, the reason for any hold, the documents requested by the authorities, and the shipping or regulatory options that remain available.
11 · General terms
How this policy works together with your order
This policy should be read together with the applicable quotation, order confirmation, agreed shipping terms, and other relevant written agreements.
Relationship with order agreements
This policy should be read together with the applicable quotation, order confirmation, agreed shipping terms, and other relevant written agreements. Specific arrangements expressly agreed in writing for an order will be considered alongside this policy, subject to applicable law.
Limitation of liability
Any liability arising from an order, shipment, product claim, or other transaction will be assessed in accordance with the applicable order agreement and applicable law. Nothing in this policy is intended to exclude or limit any liability, right, or remedy that cannot lawfully be excluded or limited.
Applicable law
This policy is intended to operate in accordance with applicable laws and regulations. Nothing in this policy is intended to exclude or limit rights or obligations that cannot lawfully be excluded or limited.
Policy updates
DermalFillerX may update this policy when its business procedures, shipping arrangements, or applicable legal requirements change. The latest version will be published on our website with the relevant update date. Any mandatory legal requirements and applicable contractual obligations will continue to apply.
Contact us
For questions regarding shipping, delivery, returns, claims, or personal information, please contact DermalFillerX through the official customer service channels listed on our website. Please include your order number when contacting us about an existing order so that we can direct your inquiry appropriately.
Contact our teamFrequently asked questions
Privacy, shipping, and returns, clearly explained.
Five practical answers about the personal information we handle and how we manage delivery, claims, and returns.
01What personal information does DermalFillerX collect?
Depending on the transaction and the services you request, we may collect and process identity and business information such as customer and company names, contact details needed for order processing and service communications, shipping and logistics information including delivery addresses and shipment records, customs documentation required for applicable customs procedures, and payment and transaction records relating to payments, invoices, and order transactions. Customers should provide accurate information necessary to process the relevant order and related services.
02What is the difference between DDP and DAP shipping?
Under DDP (Delivered Duty Paid), the seller generally assumes responsibility for delivery to the named destination, import clearance, and applicable import duties and taxes, in accordance with the agreed Incoterms rules and the relevant contract. Under DAP (Delivered at Place), the seller generally arranges delivery to the named destination while the buyer is generally responsible for import clearance, applicable import duties and taxes, and other import-related obligations allocated to the buyer under the agreed terms. Availability depends on the destination, the products, and the shipping method confirmed in the quotation or order agreement.
03How quickly must I report damage, missing, incorrect, or quality issues?
All claims relating to delivery damage, incorrect products, missing quantities, or product quality issues must be reported within 48 hours of delivery confirmation. The 48-hour deadline applies to all product quality issues, including issues identified upon receipt and issues discovered after delivery. Claims should be submitted through the official DermalFillerX customer service channels with your order number and a clear description of the reported issue, together with supporting evidence such as photographs of the outer packaging and shipping label, product batch number and expiry date, and the affected products.
04Can medical aesthetic or injectable products be returned?
Because our products are professional medical aesthetic and injectable products, returns are subject to strict quality, safety, and traceability requirements and are not accepted without prior written authorization from Xihong Biopharma. Returned products must remain in their original condition, be unopened and unused unless otherwise agreed, retain their original packaging, labels, batch or lot information and traceability information, and be returned according to our instructions. Products that have been opened, used, improperly stored, damaged after delivery, relabelled, modified, or otherwise compromised may not be eligible for return or refund.
05How is customer information shared and retained?
Where necessary to complete a transaction, relevant customer information may be shared with service providers involved in payment processing, shipping, logistics, delivery, or customs clearance, limited to what is reasonably necessary for the relevant service and subject to applicable legal requirements. Information may also be disclosed where required by law or in response to a lawful request from a competent authority. Customer information is retained for the period required by applicable law and legitimate business needs, and appropriate measures are taken to protect it against unauthorized access, disclosure, alteration, or loss.
Policy support
Have a question about your order, shipment, or personal information?
Share your order number, destination market, and the issue you would like us to review. Our team will help you confirm the applicable shipping terms, the documents to prepare, and a clear next step for your delivery, claim, return, or privacy request.
