All requests for returns are subject to BIO-GENE approval. Should you wish to make a return request, kindly contact us at [email protected] within 7 days from the date which you received your item(s), and provide your order number, email address, and the reason to return item(s).
BIO-GENE will provide returns for the following reasons only:

1. Incorrect item(s) received
2. Defective item(s) upon receiving

**Kindly inform the Customer Support Team at [email protected] before returning the item or otherwise, the request will not be processed.

Terms and Conditions

1. For returns due to incorrect item(s) or defects, proof must be provided by the customer, either in: image or video forms, or other means deemed acceptable by BIO-GENE management.
2. Refunds for incorrect and defective item(s) will only be issued upon receiving the returned item(s) in the following conditions:
   - Product(s) is in its original packaging
   - Capsules, sachets, boxes, and bottles should be unopened and unused
3. All shipping fees, including taxes and tariffs, during the return process are to be borne by the customer.
4. All returned items must be packed and received in a good condition, and will be inspected by BIO-GENE management upon arrival, before any refund process.
5. Items received that are deemed in a poor, unpacked, or damaged condition will not be granted refunds.
6. BIO-GENE is not responsible for parcels lost during the delivery process, and in such cases, refunds will not be given.
7. This return policy does not apply to items, which have been stated as non-exchangeable.
8. Returns are only applicable for items purchased through BIO-GENE official store.
9. Incorrect or defective item(s) can be exchanged with a new replacement of the original product(s) purchased, by request. In this case, the new product will be sent once the returned item is well-received.
10. All monetary refunds will be made via the original mode of payment (PayPal, Credit Card, Bank Transfer), or in the form of voucher, should a request be made.
11. Points granted through the purchase will be deducted from the account accordingly, should an item be returned and refunded.
12. Any use of vouchers or points will be reverted back at the same value, after a successful return and refund, due to incorrect or defective items only.
13. All refunds will be granted within 14-20 business days upon receiving the returned item(s), in conditions approved by BIO-GENE management.

    Payment Method	Refund Method	BIO-GENE Processing Time Frame
    Paypal / Credit Card / FPX	Paypal / Credit Card / FPX	14-20 business days

14. All return and refund requests are subject to BIO-GENE approval.
15. BIO-GENE shall approve and process the refund should the following terms and conditions are fulfilled.
16. BIO-GENE reserves the right to amend these terms and conditions, or terminate the return policy without any prior notice.

    	Returned items
    	Packed, and good condition	Poor, unpacked, or damaged condition
    Refund	Fully Refunded	No Refunds
    Shipping cost of returning product(s) to BIO-GENE	Refund
    Refund Method	Original Mode of Payment
    Points or e-Vouchers (converted from Points)	Reverted Back