§ Policies

Refund policy

1 - Processing Refunds

In addition to refund rights available under applicable laws, if you made a purchase directly on our website and the money-back option was presented to you during the checkout, you are eligible to receive a refund provided that all of the following conditions are met:

  1. You contact us via email at support@biomesecret.com within 3 days after receiving your product and before the end of your subscription period; and
  2. You provide proof of purchase, such as an order confirmation number or original order confirmation email; and
  3. The original product packaging, including the outer box, must be in its pristine, undamaged condition. This stipulates that the original master pack containing 15 sachets remains sealed and shows no signs of tampering, ensuring it appears as though it has not been opened or handled; and
  4. Customers are responsible for return shipping costs to our European distribution center, and we only accept returns of unopened packages where the bag has not been opened by you.

Upon reviewing your request, we will notify you by email whether your application is approved. Refunds will be processed within 5 business days after the approval of your request.

Unsealed & Opened Products

At Biome Secret, we take the quality and safety of our products seriously. Due to the nature of our shake powder, which is sold in a master pack containing 15 individual sachets, we must enforce strict return policies to ensure the integrity and health standards of our products.

Why We Cannot Accept Opened Products:
  • Health and Safety: Once the master pack or any individual sachet is opened, we cannot guarantee that the product has not been exposed to environments or substances that could compromise its quality. Our priority is to ensure that all customers receive our products in safe, uncontaminated, and premium condition.
  • Regulatory Compliance: Adhering to health regulations and industry standards, we are prohibited from accepting returns of opened or unsealed products. This policy is in place to prevent the risk of cross-contamination or the resale of tampered products.
How We Determine If a Product Is Opened or Unsealed:
  • A product is considered opened if the master pack zip-style plastic bag show signs of tampering, such as a broken seal, tears, or punctures.
  • We carefully inspect returned products. If there is any evidence that the master pack or individual sachets have been opened, we will not be able to accept the return.
If You Encounter an Issue:
  • Do Not Open the Product: If you suspect an issue with your product, please do not open the master pack or any sachets. Opening the product will void the possibility of a return.
  • Contact Us Immediately: If you believe there is an issue with the product upon receipt, contact us at support@biomesecret.com before opening. Describe the issue and provide photographic evidence. This will allow us to assist you effectively and determine the best course of action, whether it be a return, exchange, or other solutions.

We understand that this policy may raise questions, and we encourage our customers to reach out to us with any concerns regarding our products or the return process. Our commitment to quality and customer satisfaction is paramount, and we strive to provide clear and concise policies to support this.

Continuous Product Updates & Formula Changes

As stated in our product pages, each of our products is continuously iterated and improved upon based on collaboration from customer feedback.  Because of this, we manufacture in small batches. Slight variations in flavor, consistency, or nutrition may be present between different batches. For maximum freshness, new orders will always receive our latest manufactured batch, taking advantage of our latest formula improvements. We do not accept returns or refunds because you did not receive the same batch as a previous order. We are not able to accommodate customer requests for receiving products from a specific batch number.

Defective Products

Any damage must be reported within 3 days of receiving your package. Please keep your original packaging which will be provided as evidence to the relevant shipping carrier. To help with your claim, please be prepared to submit photos of the product in question, the original shipping materials, and the shipping labels attached to the packaging. Claims without photographic evidence will not be considered. If you receive a defective product, please contact us immediately at support@biomesecret.com. Biome Secret defines your item "damaged"or in an “unacceptable condition” if it is received with an expired expiration date. We go to great lengths to prevent cosmetic damage caused during shipping. You may be asked to provide photographic evidence of the defect. Upon confirmation, you will be eligible for a full refund or exchange, as per your preference.

Restocking Fees

Please note that while we do not have any restocking fees on unopened products, we are not responsible for return shipping on any unopened products that are sent back to us.

Import Fees & Refunds

Please note that customers are responsible for any import fees or duties associated with their order. Biome Secret will not issue refunds for or cover any costs related to import fees. It is the customer's responsibility to be aware of and settle any such charges to receive their shipment.

Order Cancellation

Orders may be cancelled within 30 minutes of payment, or by midnight Eastern Time - whichever comes soonest. By maintaining such a short cancellation window we are able to ship out orders around the clock, ensuring that your parcels are delivered as quickly as possible. After this cancellation period, orders are processed immediately and depart our warehouse. Once an order departs the warehouse it is not possible to cancel or reverse a shipment. You will receive a tracking number as soon as your item departs our fulfillment facility, although please be patient during the first 24 hours while the tracking numbers update in the shipping provider's systems

IMPORTANT STATEMENT

Please note that only fulfillment of all the above requirements allows you to receive a full refund under the "Money-back guarantee." For the sake of clarity, this "Money-back guarantee" does not apply to the following cases:

  1. Personal reasons (you don't like the product, or it did not meet your expectations).
  2. Financial reasons (you did not expect to be charged, received an unexpected subscription purchase, processed an automatic renewal, etc).

While we do not charge shipping fees on our orders above certain minimum shipping thresholds, shipping costs incurred by our company for each order vary depending on the order size and are non-refundable. If you choose an upgraded shipping service during checkout and proceed to make a claim, any shipping charges will be considered non-refundable within your claim. Any return shipping costs for the product are the sole responsibility of the customer.

Approved refunds will not be processed until we receive your returned product.

2 - General Refund Rules

Generally, if you do not meet the conditions set out above, the fees you have paid are non-refundable and/or non-exchangeable, unless otherwise stated herein or required by applicable law.

Note for residents of certain US states: If you reside in California or Connecticut and wish to cancel the purchase at any time prior to midnight of the third business day after the date of such purchase, we will refund the payment you have made. Orders in these states may incur a shipping delay in order to accommodate this cancellation period. Should you reach out to us requesting expedited shipping on your orders to these states, we will take this as your agreement to waive these state-specific rights.

Note for EU residents: If you are an EU resident, you have the right to withdraw from the purchase agreement of physical products without charge and without giving any reason within fourteen (14) days from the date of such agreement conclusion. The withdrawal right does not apply if the performance of the agreement has begun with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal. By making the purchase, you expressly consent to the immediate performance of the agreement and acknowledge that you will lose your right of withdrawal once the product is successfully delivered to you. Therefore, you will not be eligible for a refund unless the product is defective.

Note: This refund policy is updated periodically and is subject to change without notice. Any updates or modifications will be visible directly on our website.