Goods are considered faulty if they arrive damaged within 24 hours of receiving your parcel delivery. Please be aware that items damaged during delivery will be replaced. Following our policy, if you receive a damaged item during transit, we require photo evidence of the damage.
In the unfortunate event of receiving a damaged item, please follow these steps:
- Email our support team at hello@biocollabs.com within 24 hours of receiving your shipment.
- Attach photos of the damaged item/items (including the parcel box and product box).
- Specify the number of damaged items.
- Confirm your account email or provide the order number
Upon receiving the necessary information, we will promptly process a replacement for the damaged item. Your cooperation in providing the required photos will enable us to address the situation efficiently and enhance our service to you.
Replacement scheduling is only possible once we have this information. Upon confirming the issue, we will dispatch a replacement of the same product, subject to availability. Please note that replacements are limited to the same product in the same quantity, depending on availability. If the exact product is unavailable, you have the option to receive credit for a new item or select a similar replacement.
For all faulty items falling outside our policy, please contact hello@biocollabs.com.