Return policy

Return & Refund Policy

Our promise. BIOCENTIC is a small family business, and we read every message ourselves. If something isn't right with your order, please email us at contact@biocentic.com before doing anything else. In most cases we can find a fair solution together, whether that's a replacement, an exchange, store credit or a refund.

Your 14-day window

You have 14 days from the date your order is delivered to request a return or refund. Requests made after 14 days can't be accepted, except for the damaged or defective items described below.

Unopened products

Unopened products in their original, sealed packaging can be returned for a full refund of the product price.

  • A flat $5 return shipping fee applies, unless we made a mistake with your order.
  • Original shipping charges are not refunded, unless we made a mistake.
  • If you'd prefer the other BIOCENTIC product instead, we're happy to exchange an unopened item. You only pay the difference in price, if any.

Opened or used products

For hygiene and safety reasons, we can't resell or accept returns of skin care that has been opened or used. We do make exceptions in two situations:

  1. Your product arrived damaged, defective or wrong. Email us within 7 days of delivery with your order number and photos of the product and packaging. We'll send a free replacement or a full refund, and we cover any shipping. In most cases you won't need to send anything back.
  2. You had a skin reaction. Please stop using the product right away, and see a doctor if the reaction is severe or doesn't go away. Then email us within 14 days of delivery with:
    • your order number
    • which product you used and when the reaction started
    • a short description of what happened, and photos if you're comfortable sharing them
    • whether you saw a doctor

    We'll refund the price of that product. We may ask you to send back the remaining product (at our cost) so we can review it. We take every report seriously and keep your information confidential, except where the law requires us to share safety reports with the US Food and Drug Administration.

Because everyone's skin is different, we recommend patch testing any new product on a small area first. Choosing a product that "didn't work for me" or changing your mind after opening is not covered, but please still write to us. We're always happy to talk through options.

Items that can't be returned

  • Opened or used products, except as described above
  • Products marked "final sale" or bought at clearance pricing
  • Free gifts, samples and gift cards
  • Products bought from anyone other than BIOCENTIC or our authorized retailers
  • Returns sent without our approval first

How to return an item

  1. Email contact@biocentic.com with your order number and the reason for the return.
  2. We'll reply within 2 business days with approval and the return address. Please don't send items to us without approval; unapproved returns may be refused or sent back at your cost.
  3. Ship the item within 7 days of approval. We recommend a tracked shipping service, because we can't refund returns that never reach us.
  4. Once we receive and check the item, we'll email you. Approved refunds are issued to your original payment method within 15 days of receiving your return. Your bank may take a few extra days to show it.

If a returned item arrives opened, used, damaged or incomplete when it wasn't approved that way, we may refuse the refund or offer a partial refund instead.

Order cancellations

If you change your mind, email us as soon as possible. If your order hasn't shipped yet, we'll cancel it and give you a full refund. Once an order has shipped, it follows the return rules above.

Fair use

We want to say yes as often as we can. To keep that possible for everyone, we may:

  • limit refunds on opened products to one per customer or household
  • decline returns or future orders where there is a pattern of repeated returns, damage claims or non-delivery claims
  • ask for photos, documents or the product itself before approving a claim

Payment disputes

If there's a problem with a charge, please contact us first. We can almost always fix it faster than a bank dispute can. If a chargeback is filed, we will share your order details, tracking and our communications with your bank or card company. If a dispute is filed for an order we already refunded or replaced, we will ask the bank to reverse it.

Contact

BIOCENTIC · 401 N 8th St, Worland, WY 82401 · contact@biocentic.com · (307) 529-1196