60 day Return Policy
We are happy to offer a refund (minus shipping and restocking fees) on unopened products within 60 days of purchase. Please contact us first to initiate your return request.
PLEASE NOTE: All returns require email authorization and are subject to quality assurance review upon receipt. If you return your products without authorization, or if they are found to be opened or used upon inspection, you will not be eligible for a refund. Please note that you are responsible for the cost of return shipping to our distribution center. The Company shall bare no responsibility for packages that are lost in the mail during the return process, and will not be responsible for refunding them. We recommend using a shipping carrier with tracking confirmation. Company reserves the right, at it’s sole discretion, to reject any return that does not comply with these requirements. Please contact us to initiate your request and to receive return instructions and address.
If you have opened or used your product(s) and have any concerns at all, please contact us.
Shipping and Handling Fees are Non Refundable.
INTERNATIONAL SHIPPING TERMS
All international orders (outside of U.S.) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by us. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any duties/import fees in the price charged on the website. Please consider import duties and taxes if you are shopping internationally.
By placing an order with us, you authorize us or our designee to facilitate shipment to your address outside the United States. You also acknowledge that, pursuant to the customs laws of your place of delivery, the shipment may incur duties and import taxes upon delivery. This charge is determined by your local customs authority. Payment of these may be necessary to release your order from customs. For more information, please consult your local customs office.
RETURN TO SENDER
We cannot process or exchange product marked “Return to Sender.”
- Customer Error
It is the responsibility of the buyer to make sure that all customer information (including name, shipping address, email address, billing address and billing information) is entered correctly before completing the purchase, and that you are entering a shipping address that is a deliverable address. Always double check before placing your order! If your order is undeliverable due to an incorrectly entered address, you are responsible for the cost to reship a replacement item.
- Carrier Error
In the event of carrier error, BIOLUMA will cover the cost to reship items within United States. Please contact us if you believe there has been an issue with your delivery.
DELIVERED BUT NOT DELIVERED
If tracking information confirms that the item has been delivered to the shipping address for your order but you have not received your products, please contact your local post office directly with the tracking number in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your shipping address.
There is a $7.99/unit restocking fee for returns.
We do not accept items returned that have been opened or used for safety and quality assurance. Opened Items are Non Refundable.
Products returned will be refunded based on prorated amount and the amount of refund will depend on the package selected.
Example: If customer buys 3 pack auto order for $129, uses 1 bottle and returns 2 unopened bottles a refund in the amount of $129 divided by 3 = $43 per unit x 2 returns= $86. Less $15.98 restocking fee ($7.99/unit) = $70.02 will be refunded. Please allow up to 5-10 business days after we have received the returns for a refund to the original payment method.
It is your full responsibility to adhere to following requirements in order to receive a refund. Please email us at [email protected] if you have any questions or need any clarifications based on your specific order.
- Please contact our support team ([email protected]) for full return instructions and return address.
- We cannot process or exchange product marked “Return to Sender.”
- To ensure that your account is correctly noted, you must send back product returns to the address provided along with your order number. The order number must be clearly written on the package that you are sending back. Our shipping department is NOT allowed to accept any packages without an order number.
Due to the high volume of orders we receive we will be unable to cancel orders that have already been placed and processed.