Returns FAQs

WHAT IS BIOME'S RETURNS CRITERIA / POLICY?

Please retain your printed or emailed receipt as proof of purchase should you require a refund, exchange or credit within 45 days - please note, if you use Refundid, the item must be received by us within 10 days of when you entered the Refundid claim.

Biome adheres to the Australian Consumer Law for consumer guarantees and returns.  If you believe a product is faulty, please contact the store from which you purchased the product, or online customer service if you purchased online. 
For change of mind, items must be in a saleable condition, unused, and unopened in original packaging. 

Exceptions: these items can not be returned for change of mind (we are happy to help you make the right decision first time):

- Skin, body, hair and tooth care

- Razors

- Makeup

- Food items

- Jewellery

- Underwear & menstrual items

- Silverette

- Face masks

- Special order items such as water purifiers & personalised stars.

'Final Sale' items - items marked 'Final Sale' can not be returned, exchanged or refunded, unless they are found to have a genuine fault.

If you have received an incorrect item/s or an item was damaged in transit please contact our customer service team directly on shop@biome.com.au.

CAN I RETURN AN ONLINE PURCHASE TO A BIOME STORE?

Online purchases can be dropped in to a store. Please also make sure that you have completed a digital returns form (here), but the refund will only be processed once the items have arrived back with our online customer service team. Please note that your refund may take up to 5 days to process from the time of drop off. Please note, once you have filled in the form you can head into a store to drop off. 

It may be possible to exchange some items in store should the store have the similar items available.  Please be ready with your online invoice as proof of purchase.

If you paid online with Afterpay or Zippay and are returning to store: these refunds/exchanges can only be processed via our online office. You can drop the items in to a store, but the refund will not be processed until our online team has assessed the return.

Refunds using Refundid are not available in store.

DOES BIOME OFFER EXCHANGES?

We do not offer exchange on online orders but you are most welcome to return the item to us and place another order. 

WHO COVERS THE RETURN COST IF I WANT TO RETURN AN ITEM?

We do not cover postage unless the item is faulty. If you believe an item is faulty – please contact our team shop@biome.com.au

Returns

If you have received an incorrect item/s or an item was damaged in transit or is faulty please contact our customer service team directly on shop@biome.com.au.

If you wish to return for a change of mind or the item is not suitable, firstly, make sure that the item that you would like to return meets our Returns Criteria above.

For online orders, we have partnered with Refundid so you can get your refund instantly - before you've even sent back your order. To learn more about Refundid, please see HERE.

You can still lodge a standard return with us. To do so, please click here.

RETURN USING REFUNDID

Important: you have 10 days for the item to get back to Biome after receiving your refund from Refundid. Here is what you need to do:

1. Enter your details below

Returns

Please enter your order details to access your refund now

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2. Package up your return.

3. Include your name with the returned item.

4. Print out your returns label*

5. Drop off your parcel to your nearest post office or post box

*Don’t worry if you do not have access to a printer. You will be emailed a code that you can take to the post office and they can print a returns label on your behalf. 

If Refundid was used to lodge your return, your refund will be issued instantly!

RETURN USING STANDARD PROCESS

If Refundid wasn't used, we will issue you with a refund within 48 hours of receiving the item back to our warehouse.

Refund Policy

Biome adheres to the Australian Consumer Law for consumer guarantees and returns.  If you believe a product is faulty, please contact the store from which you purchased the product, or online customer service if you purchased online. 

For change of mind, items must be in a saleable condition, unused, and unopened in original packaging. 

Exceptions: these items can not be returned for change of mind (we are happy to help you make the right decision first time):

Skin, body, hair and tooth care, razors, makeup, food items, jewellery, underwear, special order items such as water purifiers & Silverettes.

'Final Sale' items - items marked 'Final Sale' can not be returned, exchanged or refunded, unless they are found to have a genuine fault.

If you have received an incorrect item/s or an item was damaged in transit please contact our customer service team directly on shop@biome.com.au.

Please retain your printed or emailed receipt as proof of purchase should you require a refund, exchange or credit within 45 days.

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