Refund Policy

Refunds Policy
At BioHax Wellness, we stand by the quality of our products and want every customer to feel confident in their purchase. If something’s not quite right, here’s everything you need to know about how we handle returns, replacements, and refunds.

Returns Window

We accept returns for eligible products within 7 calendar days of receiving your order.
To qualify, items must be:

  • Unopened and unused

  • In original packaging

  • In resalable condition

Returns requested outside this 7-day window may not be accepted unless pre-approved in writing.

Reporting Issues

All order discrepancies — including damaged, incorrect, or missing items — must be reported within 7 calendar days of delivery.
Please include your order number and details when contacting us at hello@biohax.com.au.

Return Eligibility and Process

To return a product, the following conditions must be met:

  • You’ve contacted us within 7 calendar days of delivery

  • The product is unopened, unused, and in original, resalable packaging

  • You’ve received written approval from our team before sending it back

  • A valid tracking number is provided at the time of dispatch

Returns sent without tracking or without prior approval will not be processed.

Return Scenarios

  • Our fault (e.g. incorrect or defective product):
    We cover return shipping and offer a replacement, refund, or store credit.

  • Customer error (e.g. incorrect item ordered):
    You cover return shipping. A 20% restocking fee applies. All return criteria still apply.

Once return approval is granted, the item must be shipped back within 5 calendar days to remain eligible for a refund or replacement.

Returns Address

All approved returns must be sent to:

BioHax Wellness
Parcel Locker 10218 08672
10–12 Ralph Street
Alexandria NSW 2015
Australia

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, email us within 7 calendar days and include:

  • Your order number

  • Clear photos of the damaged product(s) and packaging

Please do not dispose of any items or packaging until we’ve reviewed your claim.

If approved, we will send a replacement, issue a refund, or provide store credit. If a replacement is needed urgently, you're welcome to place a new order. The original item will be refunded once returned and inspected.

Return Shipping and Refunds

  • If we are at fault: we cover return shipping

  • If the return is due to customer error or change of mind: you cover return shipping

All returns must:

  • Include tracking (provided to us at time of dispatch)

  • Be securely packaged to prevent transit damage

  • Meet all return eligibility requirements upon inspection

Refunds will be issued within 5 to 7 business days of receiving the returned item, via your original payment method.

Processing Times

We are based in Sydney. Return transit and processing times may vary depending on your location.
Once your return is received and inspected, we will notify you by email.
If approved, your refund will be processed within 3 to 4 business days.

Non-Returnable Items

We do not accept returns for:

  • Change of mind

  • Opened or used products

  • Custom or indent orders

  • Gift cards or promotional giveaways

Need Help?

Not sure if your item qualifies for return?
Email hello@biohax.com.au and we’ll be happy to guide you through the process.