Refund policy
Return and Refund Policy
At BioSync NZ, we want you to love your purchase. We understand that shopping online can sometimes be tricky, which is why we offer a straightforward return and refund policy.
By making a purchase on our website, you agree to the terms outlined below.
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### 1. 30-Day Return Window
You have **30 days from the date your item was delivered** to request a return or resolution. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
### 2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you received the wrong product, please do not worry—we will make it right immediately at no extra cost to you.
* **Do Not Ship the Item Back:** We do not require you to ship damaged or defective items back to us.
* **How to Request a Replacement/Refund:** Contact our support team at Admin@biosyncnz.com within 7 days of delivery. Please include your order number and clear photo or video proof of the issue.
* **Resolution:** Once verified, we will issue a 100% full refund or ship out a brand-new replacement immediately, free of charge.
### 3. Change of Mind & Size Exchanges (Buyer's Remorse)
Because our products are shipped directly from our international logistics hub, returning an item due to a change of mind, incorrect size selection, or buyer's remorse requires specific steps:
* **Customer Responsibility:** The customer is responsible for arranging and paying for all international return shipping fees, tracking services, and any applicable import customs duties to our overseas return warehouse.
* **Return Authorization Required:** Do not send your purchase back to the address on your shipping label. You must email Admin@biosyncnz.com to obtain an official Return Authorization Number (RAN) and the correct return warehouse address. Returns sent without prior authorization will not be processed.
* **Our "Save-The-Sale" Alternative:** Because international shipping can be very expensive ($30–$60+), we highly recommend contacting our support team before shipping an item back. We are often able to offer you an instant **50% partial refund** or a **70% store credit gift card** allowing you to keep the original item and skip the hassle of international shipping.
4. Non-Returnable Items
Certain types of items cannot be returned, including:
* Final sale or clearance items.
* Gift cards.
* Personal care, hygienic, or customized goods
5. Refunds Processing
Once your return is received and inspected by our warehouse hub, we will notify you via email of the approval or rejection of your refund.
If approved, your refund will be processed automatically to your original method of payment within 5–7 business days. Please note that original shipping fees (if any) are non-refundable.
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### How to Start a Return or Claim
Please email our dedicated support team at Admin@biosyncnz.com with your order number (#XXXX) and the reason for your request. Our team tries to respond to all inquiries within 24 hours.