Refund policy

Last updated: 14 July 2025

Returns Eligibility

You may request a return within 10 days of receiving your item.

To be eligible for a return, your item must:

- Be unused and in its original condition

- Include all original packaging and labels

- Include proof of purchase (e.g. receipt or order number)

Important: Items returned without prior authorisation will not be accepted.

How to Start a Return

Please contact us via our Contact Page to request a return.

If your return is approved, we will provide:

- A return authorisation

- A return shipping label and instructions

Damaged or Incorrect Items

Please inspect your order upon arrival.

If the item is defective, damaged, or incorrect, contact us immediately so we can make it right.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

- Opened or used food supplements or personal care items

- Perishable goods (e.g. food, plants)

- Custom or personalised products

- Hazardous materials or flammable liquids

- Gift cards or digital downloads

- Items marked as “Final Sale”

Exchanges

We do not offer direct exchanges.

If you wish to exchange an item, please request a return, and place a new order for the desired item separately.

EU Customers – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of delivery — for any reason and without justification.

To be eligible, items must be:

- Unused and in their original condition

- In original packaging

- Returned with proof of purchase

This cooling-off period does not apply to perishable or sealed health products that have been unsealed after delivery.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome.

If approved, your refund will be issued to your original payment method within 10 business days.

Processing times may vary depending on your bank or card provider.

If it has been more than 15 business days since your refund approval and you haven’t received your funds, please contact us.

Questions?

We’re here to help. Reach out anytime via our Contact Page or email: support@biovello.com