Refund policy

Refunds Policy

At BioHax Wellness, we stand by the quality of our products and aim to ensure you’re completely satisfied with every order. If something isn’t right, please review the policy below for guidance on returns, replacements, and refunds.

Reporting Issues

All order discrepancies must be reported within 7 days of receiving your order.
Please keep your order number and details on hand when contacting us.

Issues reported outside this timeframe may not be eligible for return, replacement, or refund.

Return Eligibility & Process

To be eligible for a return:

  • Items must be unopened, unused, in their original packaging, and in resalable condition.

  • All returns must be sent with a tracking number, which must be emailed to hello@biohax.com.au at the time of dispatch.

  • Returns sent without tracking will not be accepted or processed.

Returns will be handled as follows:

  • If the return is due to an error on our part (e.g. incorrect or defective product), we will cover the return shipping costs and provide a replacement, refund, or store credit.

  • If the return is due to a customer error (e.g. incorrect item ordered), the customer is responsible for the return shipping cost. A 20% restocking fee will apply. Returns must still meet the eligibility criteria outlined above.

Returns Address

Approved returns must be sent to:

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

Please do not send any items without receiving prior written approval from our team.
All returns must include a valid tracking number. Returns received without tracking will not be accepted or processed.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery.
You will need to provide:

  • Your order number

  • Clear photographs of the damaged items and all packaging

Do not dispose of any items or packaging until your claim has been reviewed and finalised.

If approved, we will:

  • Provide a replacement, store credit, or refund at no additional cost

  • If a replacement is needed urgently, you may place a new order. The refund will be issued once the original item is returned and inspected

Return Shipping & Refunds

If BioHax Wellness is at fault, we will cover the cost of return shipping.

If the return is due to customer error or change of mind (see exclusions below), return shipping costs are the customer’s responsibility.
All returns must include tracking, provided to us at the time of dispatch.

Returned items must be securely packaged to avoid damage in transit.
Products that arrive damaged due to improper packaging may not be eligible for a refund.

Refunds will be processed within 5–7 business days of receiving the returned item.
Refunds will be issued via the original payment method used during checkout.

Return Processing Times

We are based in Sydney. Return transit and processing times may vary based on your location.

Once we receive and inspect the returned item, we will notify you by email regarding the outcome.
If approved, refunds will be processed within 3–4 business days.

Non-Returnable Items

We do not accept returns for the following:

  • Change of mind

  • Opened or used products

  • Custom orders or indent items

  • Gift cards or promotional items

Need Assistance?

If you’re unsure whether your item qualifies for return, please email hello@biohax.com.au before sending anything back. We are happy to guide you through the process and confirm eligibility.