Refund policy

Refund Policy

We offer a 30-day return window for defective, damaged, or incorrect items only. Due to the nature of ingestible health supplements and consumable products, we do not accept returns for change of mind.

For safety and quality assurance reasons, we are unable to verify storage or handling conditions once products have left our premises. As such, returned consumable products cannot be restocked.

Eligibility for Returns

To qualify for a return:

• The item must remain sealed, unused, and in the same condition as received;
• The item must be in its original packaging;
• The item must not show signs of tampering, misuse, or improper storage;
• Proof of purchase (such as order confirmation) must be provided;
• Damage or defect claims must be reported within 7 days of delivery with clear photographic evidence.

For safety and hygiene reasons, we do not accept returns or offer refunds for products that are opened, used, or in good condition.

We reserve the right to refuse returns that do not meet these conditions.

How to Request a Return

To initiate a return, please contact us at:

support@biyowellness.com or message us on https://www.facebook.com/BiyoWellness

Return requests must be approved before any item is sent back. Items returned without prior authorization will not be accepted.

Once your return is approved, we will provide instructions on how and where to send your item.

Return shipping costs are the responsibility of the customer unless otherwise agreed.

A fixed return shipping fee of $6 will be deducted from your refund amount unless the delivered item is defective, damaged, or incorrect. For approved defective returns, return shipping will be arranged at no cost to you.

Damaged, Defective or Incorrect Items

Please inspect your order upon receipt. If your item is damaged, defective, or incorrect, contact us promptly so we can assess the issue and determine the appropriate resolution.

Due to the nature of ingestible health supplements, we only accept returns for products that are damaged upon delivery, including:

• Cracked or broken bottles or jars
• Cracked, broken, or loose caps
• Unsealed or tampered safety seals upon arrival
• Leaking honey sticks or punctured sachets
• Damaged inner contents due to shipping impact
• Incorrect item received
• Missing items from a confirmed order

Minor cosmetic imperfections to outer packaging that do not affect product quality or safety are not considered defects.

We may request photographs or supporting information before processing a claim. All damage claims must be reported within 7 days of delivery with clear photographic evidence.

Perishable & Temperature-Controlled Products

Cold Chain & Food Safety Policy

Due to the temperature-sensitive nature of our fresh coconut juice products, all items are immediately frozen upon extraction and stored at -18°C under strict cold-chain management.

Delivery is conducted using temperature-controlled vehicles to preserve product integrity and comply with applicable food safety regulations.

For safety, hygiene, and quality assurance reasons, temperature-controlled perishable products are non-returnable and non-refundable once dispatched, including cases of incorrect orders.

This policy ensures that all customers receive products handled under strict hygiene and safety standards.

Non-Returnable Items

For safety, hygiene, and quality assurance reasons, the following items are non-returnable:

• Products with tampered or broken seals (unless reported as defective upon delivery)
• Items returned without original packaging
• Sale items
• Gift cards or digital products (if applicable)
• Personalized or custom products
• Items that have been opened or used, where hygiene or safety concerns apply

As our products are ingestible health supplements, we are unable to accept returns for items that have been opened or used, except in cases where the product was received damaged or defective.

If you are unsure whether your item qualifies, please contact us before returning it.

Exchanges

We do not process direct exchanges. If you wish to obtain a different product, please return the original item (subject to approval) and place a new order separately.

For products that are damaged or defective upon delivery (including cracked bottles, cracked caps, or unsealed caps), customers may choose either:

• A replacement of the same product, or
• A refund (subject to approval)

To request a replacement, please contact us within 7 days of delivery with clear photographic evidence of the issue. Approved replacements will be shipped at no additional cost.

Please refer to our Refund Policy above for eligibility requirements.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Shipping charges are non-refundable unless the return is due to our error.