Return Policy

Last Updated: 4 October 2020

Thank you for your support by purchasing our product(s). We hope you are happy with your purchase. However, as promised in our 100% Happiness Guarantee, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, Bio Points or an exchange. Please see below for more information on our Return Policy.

 

Return Conditions

All returns must be made within fourteen (14) days of the purchase date. All returned items must be in either new, unopened and unused condition in original packaging OR in opened and uncontaminated condition but with unused portion in original packaging. Returns will not be allowed and proceeded if you fail to comply with the conditions stated above.

 

Return Process

To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number. Alternatively, on working days, you may chat with our agent through the live chat function on our website to obtain a Return Merchandise Authorization (RMA). Our live chat function is available Monday to Friday from 9.00 A.M. to 5.00 P.M. except for public holidays. Returns will not be allowed and proceeded without obtaining the RMA number or prior approval from our customer service team. After receiving a RMA number, place the item securely in its original packaging, seal the parcel and mail your return to the following address:

Biovae
Attn: Returns
RMA #
4, Jalan TPJ 5 
Taman Perindustrian Jaya 2 
85000 Segamat
Johor.

Please note that you will be fully responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

 

Refunds

After receiving your return and inspecting the condition of your item, we will process your full refund request. Please allow at least fourteen (14) days from the receipt of your item to process your full refund. We will notify you by email or other suitable channel when your refund has been successfully processed.

 

Bio Points

After receiving your return and inspecting the condition of your item, we will process the return and provide you with an equivalent value of Bio Points in your account. Please allow at least three (3) days from the receipt of your item to process your return for Bio Points. 

 

Exchange

After receiving your return and inspecting the condition of your item, we will process the return and provide you with an exchange. You may exchange for the same product type or a different product type but with an equal or lower value of the returned item. Please allow at least seven (7) days from the receipt of your item to process your exchange request.

 

Exceptions

However, the following item(s) cannot be returned or exchanged:

  • Live Black Soldier Fly Larvae (BSFL);
  • Any Biovae product(s) sold by third parties including but not limited to retailers, wholesalers, distributors, online stores and individuals who are not endorsed by Biovae.

 

Defective OR Damaged Product(s)

We are truly sorry if by any chance you received defective or damaged product(s). For defective or damaged product(s), please contact our customer service team as provided below to arrange for a replacement. Alternatively, on working days, you may report about the defective or damaged product(s) to our agent through the live chat function on our website. Our live chat function is available Monday to Friday from 9.00 A.M. to 5.00 P.M. except for public holidays. Our customer service team will resolve your issue as soon as possible. Keep in mind that our customer service team may require you to provide photos or proof of the defective or damaged product(s) for verification purposes before proceeding with the process.

 

Please Note

Sale or discounted items are FINAL SALE and are usually not allowed to be returned. However, as promised in our 100% Happiness Guarantee, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, Bio Points or an exchange. Please visit our 100% Happiness Guarantee page for more information.

 

Contact Us

If you have any questions or require more information concerning our Return Policy, please do not hesitate to contact our customer service team by:
  • Email Address: [email protected]
  • Phone Number: 018-9890903 
  • Live Chat: Monday – Friday, 9.00 A.M. – 5.00 P.M. except for public holidays.