Reply from Sun Coast Sciences LLCMar 21, 2026
Thank you for taking the time to share your feedback. We are truly disheartened to hear about the numerous obstacles that you faced and deeply regret that this was your experience with our services. We have thoroughly investigated your account and would appreciate the opportunity to clarify what happened.
For added convenience, we offer a 24/7 self-service return portal, so customers can start a return whenever it works best for them. It appears that when you contacted us on February 23rd, our virtual assistant directed you to this portal as a first step, with the option of speaking to a live agent if you require further assistance.
If a customer prefers to speak with a real person, our Customer Happiness team is available 24/7 by email, text, and chat, and daily by phone. We are always happy to help! As we did not hear back from you, the conversation was automatically closed by our virtual assistant.
We care deeply about having a return process that’s clear and easy to navigate. Our return policy is straightforward and applied consistently: customers are always eligible for a full refund on every bottle they return, and our team is here to support that process every step of the way.
When customers provide return tracking (proof of return shipment), their refund is processed right away. If return tracking isn’t provided, the refund is processed once the warehouse receives and logs the return, which can take anywhere from a few days to weeks, depending on staffing and volume. For reference, these details are outlined in the return instructions available inside the customer account when setting up a return. Unfortunately, as you were having difficulty contacting us, we were not aware of your return, which is what caused a delay in the processing of your refund.
We recently tried to contact you by phone, but we were unable to connect with you. We have left you a voicemail and an email to ensure that you have all the information you need. We were able to track your return right away, and a full refund has been issued for you. The details of your refund have been emailed to you.
Please accept our apologies for the inconvenience you have experienced with your order and for the difficulties in reaching someone from our team. We would appreciate the opportunity to connect with you further to ensure that this matter is resolved to your satisfaction and so that we may address any remaining concerns you may have.
