Refund Policy

Overview
At BioNeura, we strive to ensure you are 100% satisfied with your purchase. If for any reason you are not completely happy, this Refund Policy explains how you can request a refund and the terms that apply.

Eligibility for Refunds
To be eligible for a refund, please note the following conditions:

  • The product must have been purchased directly from our website (https://bioneura.co.za).

  • The refund request must be submitted within 15 days from the date of purchase or from the date of delivery (whichever applies).

  • The product must be returned in its original packaging, in the same condition that you received it — unopened, unused, and with all tags/labels intact (where applicable).

  • You must provide proof of purchase (order number, payment details, email correspondence).

  • Products that are marked as non-returnable at the time of purchase (for example, final clearance items or perishable goods) are excluded from refunds unless otherwise required by law.

How to Request a Refund

  • Please contact our Customer Care team or via the “Contact” page on our website, indicating your order number, product(s) you wish to return, and reason for the refund.

  • Once your request is received and reviewed, we will send you instructions on how to return the product (if applicable).

  • Please ensure you ship the product back to us (if required) promptly, as per the instructions, and you may be responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product).

Refund Processing

  • After we receive the returned product (if a return is required) and inspect it, we will notify you of whether your refund is approved or denied.

  • If approved, we will initiate the refund to your original method of payment or provide credit to your account (whichever you choose) within 10-14 business days.

  • Please note: it may take additional time for your bank or payment provider to process the refund and reflect it in your account.

Exceptions / Non-Refundable Items

  • Some items are exempt from refunds: e.g., products sealed for hygiene reasons once opened, clearance/sale items marked “final sale”, or any item not in its original condition.

  • If you received a product that is defective or damaged, please contact us immediately for assistance and we will arrange a replacement or refund as appropriate.

Partial Refunds
In certain circumstances, only partial refunds may be granted:

  • If a returned product has been opened, used or is not returned in its original condition.

  • If the product is missing parts or accessories.

  • If the return is made after the eligible period.

Shipping Costs & Return Shipping

  • Shipping costs incurred at the time of purchase are non-refundable unless the return is due to our error (e.g., wrong product sent, defective item).

  • Return shipping costs are typically the customer’s responsibility unless otherwise specified.

  • If you receive a refund, the cost of return shipping may be deducted from your refund amount (unless we specify otherwise).

Late or Missing Refunds

  • If you haven’t received a refund yet, please check your bank account again, contact your payment provider, then contact us.

  • If you’ve done all of the above and still have questions, please contact us at [insert email address] and we will assist you.

Changes to This Policy
We reserve the right to modify this Refund Policy at any time, so please review it periodically. The version posted on our website is the version that applies.