Return and Refund Policy

Returns Policy for Biota Studio

Terms of Return: Customers are eligible to initiate a return within 30 days from the date of receiving their order. This 30-day period complies with the statutory "cooling-off" period mandated by the Australian Consumer Law, giving customers the right to return goods purchased online for any reason.

State of Return: Returned items must be in unused, unworn, and original condition with all tags, labels, and packaging intact. The product should not show any signs of wear, damage, or alteration. If the returned item is not in its original condition, the store reserves the right to reject the return or charge a restocking fee, which will be communicated to the customer beforehand.

Reason for Return: 

Customers may initiate a return for the following reasons:

1. Defective or Damaged Product: In the unfortunate event that the product is received in a damaged or defective condition, customers are requested to document the issue with clear photographs and provide these along with their return request for verification purposes.
2. Incorrect Item Received: If the customer receives an item different from what was ordered, they should contact our Customer Service team immediately to resolve the issue.
3. Change of Mind: Customers have the option to return products due to a change of mind, provided the item is in its original condition. Please note that in such cases, the customer will be responsible for the return shipping costs.

Process for Return: 

To initiate a return, customers must follow these steps:

1. Contact Customer Service: Customers can initiate the return process by contacting our Customer Service team via email at returns@[yourstorename].com or through our Contact Us page on the website.
2. Provide Necessary Information: In the communication with Customer Service, customers should provide the order number, details of the item(s) to be returned, and the reason for the return.
3. Return Authorization: Upon review of the return request, our Customer Service team will provide the customer with a Return Authorization Number (RAN). The RAN must be clearly marked on the outside of the return package.
4. Package and Ship the Return: Customers should securely package the item(s) being returned, along with all original accessories and documentation, to prevent damage during transit. The return should be shipped to the address provided by our Customer Service team.

Process of Refund: 

Once the returned item is received and inspected, we will notify the customer of the approval or rejection of the refund.

1. Refund Approval: If the return is approved, the customer will receive a confirmation email, and the refund will be processed according to the payment method used during the original purchase.
2. Refund Rejection: If the return is rejected, the customer will be notified of the reasons, and the item will be returned to them. This may occur if the return does not meet the stated return criteria.

Refund Terms:

1. For items returned due to defects or damage, a full refund, including the original shipping cost, will be issued to the original payment method. Alternatively, the customer may opt for a replacement if available.
2. For items returned due to an incorrect product received or change of mind, the refund will be issued for the item's purchase price only, excluding shipping costs. In cases where the order originally qualified for free shipping, the cost of the outbound shipping will be deducted from the refund amount.
3. Refunds will be issued in the same form of payment used for the original transaction. In case of payment via bank transfer, customers will be asked to provide their bank account details for the refund.

Duration of Refund: 

Refunds may take 5-10 business days to reflect in the customer's account after the approval of the refund. However, the actual time taken may vary depending on the customer's bank or payment provider.

Exclusions: 

The following items are not eligible for return or refund:

1. Personalized Items: Products that have been customized or personalized according to the customer's specifications cannot be returned, unless they are defective.
2. Intimate or Hygienic Products: For health and safety reasons, intimate apparel, swimwear, and similar items are not eligible for return, except in cases of manufacturing defects.
3. Perishable Goods: Products with a limited shelf life or that can deteriorate quickly cannot be returned.

Contact Details: 

If you have any questions or concerns regarding our Returns Policy, please feel free to reach out to our Customer Service team:

• Email: Info@biotastudio.com.au
• Phone: (02) 8542 3230
• Address: 5/450 Elizabeth Street, Surry Hills 2010, NSW

Please note that this Returns Policy is subject to change, and any modifications will be updated on our website. Customers are encouraged to review the policy periodically for any updates.