Refund policy
Due to the nature of our products and their use in commercial environments, all orders are treated as final once processed and dispatched.
Returns and refunds are only accepted under specific circumstances, outlined below.
Damaged or Faulty Goods
If goods arrive damaged or faulty, you must notify us within 48 hours of delivery.
Please include:
- Order number
- Clear photos of the damaged items
- Photos of the packaging
Once reviewed, we will:
- Arrange a replacement, or
- Issue a refund where appropriate
Failure to report damage within this timeframe may result in the claim being rejected.
Incorrect Items
If you receive incorrect products, notify us within 48 hours of delivery.
We will:
- Arrange collection where required
- Send the correct items as quickly as possible
Items must be unused and in their original condition.
Non-Returnable Items
The following are not eligible for return:
- Used or opened products
- Customised or made-to-order items
- Bulk or volume orders (unless faulty)
- Products damaged after delivery
Order Cancellations
Orders cannot be cancelled once they have been:
- Processed
- Prepared for dispatch
- Dispatched
If you need to amend an order, contact us immediately. We cannot guarantee changes once production or fulfilment has begun.
Refunds
Where a refund is approved:
- It will be processed to the original payment method
- Processing times may vary depending on your payment provider
Refunds are only issued for:
- Confirmed faulty goods
- Approved return cases
Returns Process
All returns must be approved before being sent back.
To request a return, contact: Charlie@biobrother.co.uk
Liability
Bio Brothers is not responsible for:
- Damage caused after delivery
- Improper storage or handling
- Delays caused by third-party carriers
Contact
For all return and refund enquiries: Charlie@biobrother.co.uk