Return & Exchange Policy

At Bioterra USA, your satisfaction is important to us. We want you to feel confident when choosing our skincare products and are committed to making your shopping experience as smooth and enjoyable as possible.

If you are not completely satisfied with your purchase, please review the guidelines below.

Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return:

  • The product must be unused and unopened.

  • The product must be in its original packaging and condition.

  • Proof of purchase or order information must be provided.

  • The return request must be submitted within 30 days of delivery.

For health, hygiene, and safety reasons, opened or used skincare and personal-care products cannot be returned or exchanged, unless the product arrived damaged, defective, or incorrect.

How to Request a Return

To initiate a return, please contact our customer care team with:

  • Your order number

  • The name of the product you wish to return

  • The reason for the return

  • Photos of the product, if applicable

Our team will review your request and provide return instructions if your order qualifies.

Please do not send products back before receiving return instructions from our team.

Exchanges

We accept exchanges for products that arrive damaged, defective, or incorrect.

If you receive the wrong item or your product arrives damaged, please contact us within 7 days of delivery and provide your order number and clear photographs of the product and packaging.

After reviewing your request, we will work with you to arrange a replacement when appropriate.

Damaged or Incorrect Items

Please inspect your order when it arrives.

If your order is damaged during transit, contains a defective product, or includes an item different from what you ordered, contact us as soon as possible.

Depending on the circumstances, we may offer a replacement or refund.

Refunds

Once your returned product has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow additional time for your bank or payment provider to process and post the refund to your account.

Original shipping charges are generally non-refundable, unless the return is the result of an error on our part or another circumstance covered by our return policy.

Non-Returnable Items

For hygiene and safety reasons, the following items are generally not eligible for return:

  • Opened or used skincare products

  • Products without their original packaging

  • Products that have been damaged after delivery due to improper use or storage

  • Gift cards

  • Items purchased through unauthorized third-party sellers

Certain promotional or clearance items may also be subject to specific return conditions.

Return Shipping

Customers are generally responsible for return shipping costs for returns due to personal preference, change of mind, or ordering the wrong product.

If an item was sent incorrectly, arrived damaged, or is defective, Bioterra USA may provide a return shipping solution where applicable.

Important Note About Skincare Products

Skincare products can affect individuals differently. If you experience irritation, discomfort, or an unexpected reaction after using a product, discontinue use immediately and consult an appropriate healthcare professional if necessary.

Product reactions do not automatically qualify a product for a return or refund. Please contact our customer care team so we can review your situation and assist you appropriately.

Contact Us

If you have questions about a return, exchange, or refund, please contact our customer care team before sending any product back.

We appreciate your trust in Bioterra USA and are committed to providing products and service that meet the standards you expect from a premium skincare brand.

Bioterra USA
Natural beauty. Thoughtfully crafted.