RETURNS

What is Biome's return 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   

'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.

How Can i return an item?

Make sure that the item that you would like to return meets our returns criteria.

We have partnered with Australia Post to make returns super easy. Please see HERE

Here is what you need to do:

  1. Complete your return application HERE
  2. Package up your return.
  3. Include your name with 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. 

We will issue you with a refund within 48 hours of receiving the item back to our warehouse.

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.

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.

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