Returns within 14 days
You can ask for a return within 14 days of delivery. Email support@thebioaqua.com with your order number before sending anything back, and we will reply with the return address and instructions.
What can be returned
Items must be unopened, unused and in their original packaging. For hygiene reasons, skincare and makeup that has been opened or used cannot be returned unless it arrived damaged or faulty.
Return shipping
Returns are sent to our warehouse in China. You pay the return postage, and we recommend a tracked service. The original shipping fee is not refunded.
Refunds
Once your return arrives and is checked, we refund the item price to your original payment method within 7 business days.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or different from what you ordered, email us within 14 days of delivery with your order number and a photo. We will send a replacement at no cost or refund the item, whichever you prefer. You do not need to send the item back.
Orders that do not arrive
If your parcel has not been delivered 45 days after dispatch, contact us and we will refund the order in full or send it again at no cost.
Tracking availability depends on the shipping method selected at checkout. Your shipping confirmation includes the tracking details where available.
Cancellations
You can cancel for a full refund any time before the order ships. Email us as soon as possible so we can stop the order before it is sent.
Customs
Import duties or taxes charged by your country are not included in our prices or shipping fees. If a parcel is refused or left unclaimed at customs and returned to us, we refund the item price after it arrives back, less the shipping costs.
Questions about a return? Email support@thebioaqua.com.