REFUND POLICY

Refund, Warranty & Shipping Policy

Effective Date: December 4, 2025

At BioHealing Australia, we are committed to providing high-quality products and excellent customer service. Please read our policies carefully before making a purchase.

 Returns & Refunds

Eligibility for Returns

Before returning any items, please contact us at support@biohealing.com.au for approval. Our return and refund policy is in accordance with Australian Consumer Law (Consumer Rights & Guarantees).

To be eligible for a return, items must:

  • Be unused and in their original packaging
  • Include all tags and accessories
  • Be returned within 7-14 days of purchase (depending on the reason)

Please note: Refunds are not available if:

  • You have changed your mind
  • You purchased the wrong product by mistake
  • The product was misused or damaged contrary to usage instructions
  • You were aware of the product’s defects before purchase

Damaged or Faulty Products

If your item arrives damaged or faulty, please contact us immediately and provide photos or videos showing the issue.

 

 Refund Process

Contact us for approval before returning any item. Do not send items directly to the return address on the shipping label, as we have multiple warehouses.

  • Once approved, we will provide a pre-paid return shipping label and instructions.
  • Refunds will be processed to your original payment method within 3 business days after we receive and inspect the item.
  • Please allow additional time for your bank or credit card company to process the refund.

Important:

  • Products must be in their original, unused condition.
  • For change-of-mind returns, a 10% restocking fee applies, and you are responsible for return shipping costs.
  • Contact us immediately if you encounter issues; we will work with you to resolve them.

12-Month Warranty

All BioHealing products, including batteries, come with a 12-month warranty covering defects in materials or workmanship under normal use.

Warranty Key Points:

  • Warranty Period: 12 months from the purchase date
  • Coverage: Manufacturing defects only; does not cover misuse, accidents, or unauthorized modifications
  • Eligibility: Proof of purchase and photos/videos of the defect are required
  • Warranty Claims: Contact us via the Contact Us form or support@biohealing.com.au with documentation
  • Return of Defective Products: In some cases, we may request the defective product be returned. We will provide return instructions and customer responsible to send the item back and we will ship it back on our expense. 

Late or Missing Refunds

If you have not received your refund:

  • Check your bank account to confirm the refund has not already been processed
  • Contact your bank regarding any delays
  • If the refund still hasn’t appeared, contact us via the Contact Us form

Refunds are typically processed within 3 business days, but banking processing times may vary.

Shipping & Return Shipping Costs

  • Faulty Products: We cover the return shipping cost if the product is faulty or damaged on arrival only. 
  • Change of Mind: Customers are responsible for return shipping costs
  • Shipping times and costs for exchanges or returns outside this policy will be addressed at our discretion in accordance with Australian Consumer Law

For more information on delivery times, please see our Shipping Information page.

Contact Us

For any questions, approvals, or assistance:

We aim to resolve any issues professionally and promptly, ensuring your satisfaction with every purchase.