Our Returns Policy
Effective Date: [01/04/2025]
At Biothera, we take pride in the quality of our products and the satisfaction of our clients. If something isn’t quite right, we’re here to help.
1. Change of Mind
Due to hygiene and safety regulations, we are unable to accept returns or exchanges on products that have been opened, used, or removed from their original packaging — unless the product is faulty or required to be returned under Australian Consumer Law.
2. Faulty, Damaged or Incorrect Items
If you receive a product that is:
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Faulty or defective
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Damaged in transit
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Not what you ordered
Please notify us within 7 days of receiving your order by contacting us at: biothera.au@gmail.com
We may request a photo of the item and its packaging to assess the issue.
If the return is approved, we will offer you the choice of:
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A full refund
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A replacement item (if available)
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A store credit
Biothera will cover all shipping costs associated with approved returns in this category.
3. How to Request a Return
To request a return:
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Contact us within 7 days of delivery.
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Provide your order number and reason for return.
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Wait for return authorisation and further instructions.
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Return the item in its original packaging (if applicable).
4. Non-Returnable Items
We cannot accept returns on:
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Opened or used skincare products (unless faulty)
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Sale or clearance items (unless faulty)
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Gift cards or promotional vouchers
5. Refund Timeframes
Once your return is received and approved, refunds are typically processed within 5–10 business days to your original payment method.
6. Legal Compliance
This policy is in line with the Australian Consumer Law, which guarantees your rights to a repair, replacement, or refund in cases of faulty goods.
7. Need Help?
We’re here to assist you. If you have any concerns or questions, please reach out to us: