Return, Refund and Exchange Policy

This Return, Refund and Exchange Policy ("Policy") applies to all purchases made through the official BioHarmony website. By placing an order on our website, you acknowledge and agree to be bound by this Policy.

BioHarmony is committed to supplying products of satisfactory quality and to providing appropriate after-sales support. However, due to the nature of supplements, dietary products, and related goods, and in order to protect hygiene, product integrity, safety, and resale suitability, all such products are generally sold on a final sale basis and are not eligible for return, refund, or exchange, except in the limited circumstances expressly set out in this Policy.

1. No No-Reason Returns

For the avoidance of doubt, BioHarmony does not accept 7-day no-reason returns or any similar return requests based solely on a change of mind or personal preference.

Accordingly, we do not accept requests for return, refund, or exchange for reasons including, without limitation:

• change of mind;
• mistaken purchase;
• personal preference;
• dislike of taste, texture, smell, or packaging;
• subjective dissatisfaction;
• personal belief that the product is unsuitable;
• personal belief that the product is ineffective;
• any reason unrelated to damage, defect, or incorrect fulfillment.

2. Limited Circumstances in Which Claims May Be Accepted

A return, refund, replacement, or other remedial action may be considered only where, upon review by BioHarmony, we determine that:

• the product was delivered in a damaged condition;
• the product supplied was incorrect;
• the product has an apparent defect;
• the package was materially damaged in transit and the product itself was affected; or
• another issue occurred that is determined by us, acting reasonably, to be
• attributable to our error.

All such requests are subject to verification, review, and approval by BioHarmony in our sole discretion, acting reasonably on the basis of the information provided.

3. Non-Returnable and Non-Refundable Goods

Without limiting the generality of the foregoing, the following goods and circumstances are not eligible for return, refund, or exchange:

• any opened, unsealed, used, or consumed product;
• any product with a broken, removed, altered, or tampered safety seal, label, anti-counterfeit mark, or original packaging;
• any request based on personal preference or subjective assessment;
• any product that has been improperly stored, mishandled, contaminated, damaged, or allowed to deteriorate after delivery;
• any product returned without our prior written or email authorization;
• any clearance item, promotional item, complimentary item, gift, gift card, or final sale item;
• any request submitted outside the notification period stated in this Policy;
• any shipment affected by an incorrect delivery address provided by the customer, refusal of delivery, or failure to accept delivery;
• any circumstance in which the nature of the goods makes return inappropriate for hygiene, safety, or resale reasons.

4. Notification Period for Damaged, Defective, or Incorrect Items

If you believe that you have received a damaged, defective, or incorrect item, you must notify BioHarmony within 48 hours of confirmed delivery.

Claims submitted after this period may be rejected where delay prevents proper investigation, verification, or determination of responsibility.

5. Information Required for Review

To enable us to assess any claim, you must provide sufficient supporting information, which may include:

• the order number;
• the name of the purchaser and contact details;
• a description of the issue;
• clear photographs and/or videos showing:
• the product received;
• the inner and outer packaging;
• the shipping label or courier waybill;
• the product seal, label, batch number, or other identifying information, where applicable.

BioHarmony reserves the right to request additional information, documentation, or evidence where reasonably necessary to review the claim.

Failure to provide adequate information may result in delay, suspension, or rejection of the claim.

6. Return Authorization Requirement

No product may be returned to BioHarmony without our prior authorization.

Any parcel returned without prior approval may be refused or disregarded, and BioHarmony shall not be liable for any loss, damage, delay, or expense arising from an unauthorized return.

Where a return is approved, BioHarmony will provide return instructions, including the designated return address and any applicable conditions.

7. Return Shipping Costs

Where a claim is approved and the relevant issue is determined to have arisen from our error, including the shipment of a damaged, defective, or incorrect item, BioHarmony may, at our discretion:

• arrange a replacement or reshipment;
• issue a full or partial refund; or
• reimburse reasonable return shipping costs, where applicable and supported by appropriate proof.

Except where otherwise required by law or expressly agreed by us in writing, original shipping charges are non-refundable.

Where a return is exceptionally authorized for reasons not attributable to our error, the customer shall bear all return shipping costs and associated risks.

For any approved return, customers are strongly advised to use a trackable shipping method. BioHarmony accepts no responsibility for return shipments lost, delayed, or damaged in transit.

8. Inspection and Determination

All returned goods, and all claims for refund, replacement, or other remedy, are subject to inspection and verification by BioHarmony.

BioHarmony reserves the right to determine, acting reasonably and in good faith, whether:

• the claim falls within the scope of this Policy;
• the goods were damaged, defective, or incorrectly supplied;
• the condition of the goods renders them ineligible for return, refund, or exchange; and
• the appropriate remedy, if any, should be refund, replacement, reshipment, store credit, or rejection of the claim.

9. Refund Processing

Where a refund is approved, the refund will be issued to the original payment method used for the purchase.

Approved refunds are generally processed within 10 business days after final review and approval, subject always to the processing times of the relevant bank, card issuer, or payment service provider.

To the fullest extent permitted by law:

• refunds shall be limited to the amount actually paid for the affected product(s);
• shipping charges shall not be refunded unless the issue is attributable to our error;
• where an order was purchased using a discount, promotion, bundle pricing, or other incentive, the refund may be adjusted to reflect the actual price paid and the applicable promotional terms;
• BioHarmony shall not be liable for delays caused by banks, payment gateways, or third-party payment service providers.

10. Exchanges and Replacements

BioHarmony does not generally offer exchanges for supplements or dietary products.

Where a claim is approved in respect of a damaged, defective, or incorrectly supplied item, BioHarmony may, at its discretion, provide a replacement, reshipment, refund, or such other remedy as it considers appropriate in the circumstances.

11. Order Cancellation

Orders may only be canceled prior to processing or dispatch.

Once an order has entered processing or has been shipped, cancellation may no longer be possible. In such cases, any after-sales request shall be handled strictly in accordance with this Policy.

BioHarmony shall not be responsible for any loss or inconvenience arising from a customer's failure to request cancellation before processing or dispatch.

12. Limitation and Reservation of Rights

BioHarmony reserves the right, to the fullest extent permitted by applicable law, to:

• reject any claim that does not satisfy the requirements of this Policy;
• request additional evidence before making a determination;
• refuse any unauthorized, non-compliant, or ineligible return;
• determine the appropriate remedy in each case; and
• amend, modify, update, or replace this Policy at any time by posting the revised version on our website.

Any updated version of this Policy shall take effect from the time it is published on the website, unless otherwise stated.

Nothing in this Policy excludes or limits any rights that cannot be excluded or limited under applicable law.

13. Contact Information

If you wish to contact us regarding this Policy or to submit a claim, please contact:

BioHarmony 
Email: inquiry@bioharmonystore.com
Website: www.bioharmonystore.com  
Phone: +852 3689 7212  
Address: Room 1508, Fotan Industrial Centre, 26 Au Pui Wan Street, Fo Tan, N.T., Hong Kong