Return, Exchange & Refund Policy
RETURN, EXCHANGE & REFUND POLICY
Last Updated: June 2026
1. Purpose, Scope and Definitions
This Return, Exchange & Refund Policy applies to eligible products purchased directly from Bio-Globe Singapore Private Limited (“Bio-Globe”, “we”, “our”, or “us”), including purchases made through our website or with the assistance of an authorised Bio-Globe sales representative.
This Policy forms part of Bio-Globe’s Terms & Conditions.
Any product-specific warranty terms, promotional terms, written agreements, or mandatory rights under applicable Singapore law will also apply where relevant.
Unless otherwise stated, this Policy concerns retail and end-user purchases. Any inventory return or buy-back arrangement applicable to an independent distributor purchasing products for resale is governed separately by the applicable distributor agreement or written company policy.
For the purposes of this Policy:
- “Business Day” means Monday to Friday, excluding Singapore public holidays.
- “Official Purchase Date” means the date on which Bio-Globe accepts the order after successful payment, or the required deposit where applicable, has been received, as recorded on Bio-Globe’s accepted order confirmation, official receipt, or invoice.
- “Voluntary Return” means a return requested for a reason unrelated to an incorrect, damaged, defective, materially misdescribed, or otherwise non-conforming product.
- “Customer” includes the purchaser and, where appropriate, an authorised person acting for the purchaser.
2. How to Submit a Request
All formal return, exchange, cancellation, or refund requests must be submitted in writing to:
helpdesk@bio-globe.com.sg
This email procedure applies to requests made under Bio-Globe’s voluntary return policy and does not restrict any notice method that must be accepted under applicable law.
Customers who purchased through a Bio-Globe sales representative may approach the assisting representative for support. However, the formal request must still be submitted to Bio-Globe’s Helpdesk so that an official company record can be created.
Where a request is made by someone other than the original purchaser, Bio-Globe may require written authorisation, proof of identity, and other reasonable verification before disclosing order information or processing the request.
The request should include:
- Customer’s full name and contact details;
- Order, invoice, or receipt number;
- Official Purchase Date;
- Product name, model, and serial number, where applicable;
- Reason for the request;
- Photographs or videos, where relevant;
- Details of any missing, damaged, incorrect, or defective items; and
- Any other information reasonably requested by Bio-Globe.
A request will be treated as submitted on the date and time it is received by Bio-Globe’s Helpdesk, provided that it contains sufficient information to identify the customer and relevant order.
Customers must not return, ship, dismantle, or deliver any product to Bio-Globe before receiving return instructions or written authorisation.
Submitting a request does not automatically mean that a return, exchange, cancellation, or refund has been approved.
3. Seven-Business-Day Return Window for Eligible Unopened Products
A customer may submit a written request to return an eligible product within seven (7) Business Days from the Official Purchase Date.
The first Business Day after the Official Purchase Date will be treated as Day 1.
A request will be considered submitted on time where it is received by Bio-Globe’s Helpdesk by 11:59 p.m. Singapore time on the seventh Business Day.
For online purchases, the return window begins on the Official Purchase Date. An automated order acknowledgement, unsuccessful payment, or pending payment does not begin the return window. Delivery, self-collection, or installation occurring later does not change that date.
The return window does not begin from the delivery, self-collection, or installation date. A customer’s request to postpone delivery, collection, or installation does not extend or restart the return window.
To qualify, the product must remain:
- Unopened;
- Unused;
- Uninstalled;
- Unactivated;
- Undamaged;
- Complete;
- In its original packaging;
- With all original seals, labels, manuals, accessories, parts, and complimentary items intact; and
- Suitable for resale as a new product.
Valid proof of purchase is required.
After Bio-Globe issues return authorisation or instructions, the customer must hand over, dispatch, or make the product available for collection within seven (7) Business Days, or within another period agreed by Bio-Globe in writing.
The product must continue to satisfy all return conditions until it is received and inspected by Bio-Globe.
A return authorisation may lapse where the customer does not return or make the product available within the stated period.
Bio-Globe will not unreasonably refuse a Voluntary Return that satisfies all eligibility conditions stated in this Policy.
Requests submitted after the seven-Business-Day return window are not eligible for a Voluntary Return under this section.
4. Items Not Eligible for Voluntary Return
The following products are not eligible for return or refund merely because the customer no longer wishes to proceed with the purchase:
- Products that have been opened;
- Products that have been used, worn, tested, or activated;
- Products that have been installed or connected;
- Products that have been customised or specially configured;
- Products damaged after delivery or collection;
- Products with broken, removed, or altered seals;
- Products with missing packaging, labels, accessories, manuals, parts, or complimentary items;
- Products that are no longer suitable for resale as new;
- Opened filters, consumables, bedding, body-contact products, or other hygiene-sensitive products where this exclusion was disclosed before purchase or where accepting the product back would reasonably create a hygiene or safety concern;
- Products with altered, removed, or tampered serial numbers;
- Products specifically designated as final sale before purchase.
This section does not limit any mandatory rights or remedies relating to incorrect, damaged, defective, materially misdescribed, or otherwise non-conforming products.
5. Promotional Packages, Bundles and Special-Price Purchases
Partial Voluntary Returns or exchanges of promotional packages, product bundles, package combinations, or purchases containing complimentary items are not accepted.
Where an eligible promotional package is approved for return, the entire package must be returned together, including:
- All products forming part of the package;
- Accessories and parts;
- Packaging and manuals;
- Complimentary products or gifts;
- Vouchers;
- Rebates; and
- Any other promotional benefits received.
All returned items must remain unopened, unused, uninstalled, complete, and in their original new and saleable condition.
Any approved refund will be calculated based on the actual net amount paid by the customer and not the original retail price or combined standalone value of the products.
Certain promotional, clearance, limited-quantity, reserved-stock, customised, or specially priced purchases may be designated as final sale and excluded from Voluntary Returns or exchanges.
Any final-sale exclusion will be clearly communicated before the customer completes the purchase.
This section does not prevent Bio-Globe from correcting, repairing, or replacing an incorrect, damaged, defective, materially misdescribed, or non-conforming product or component.
6. Cancellation Before Delivery or Fulfilment
A customer requesting cancellation within the seven-Business-Day return window may submit the request in writing to Bio-Globe’s Helpdesk.
Where Bio-Globe has not incurred any non-recoverable payment-processing, customisation, supplier, incremental administrative, delivery, installation, or other fulfilment costs directly related to the order, the order may be cancelled subject to verification and approval.
Where Bio-Globe has already incurred actual and non-recoverable costs directly related to the order, Bio-Globe may deduct those reasonable and itemised costs from the approved refund.
Bio-Globe will not impose a charge merely because ordinary stock was reserved, or solely for an alleged lost sale or opportunity cost.
Requests made after the seven-Business-Day return window are not eligible for voluntary cancellation under this Policy.
Where Bio-Globe is unable to fulfil the accepted order within the agreed or a reasonable period, the customer may contact Bio-Globe to discuss cancellation, an alternative product, or another appropriate solution.
7. Incorrect Product Supplied
Where Bio-Globe supplies a product that differs from the product stated in the accepted order, Bio-Globe will normally:
- Arrange collection or exchange at no additional cost to the customer; and
- Supply the correct product as soon as reasonably practicable.
The customer must keep the incorrect product in reasonable condition and must not use, install, alter, damage, or dispose of it after discovering the error.
Where the correct product is unavailable or cannot reasonably be supplied, Bio-Globe may offer an equivalent product for the customer’s agreement, another agreed solution, or an appropriate refund.
No return-handling, delivery, collection, administration, or payment-processing deduction will apply where the incorrect product was supplied due to Bio-Globe’s error.
8. Products Damaged During Delivery
Customers should inspect their products as soon as reasonably possible after delivery or collection.
Visible delivery damage, missing components, or materially damaged packaging should preferably be reported within forty-eight (48) hours after delivery or collection, together with photographs or videos where reasonably possible.
Failure to report visible damage within forty-eight hours will not automatically invalidate a genuine claim. However, a delayed report may affect Bio-Globe’s ability to determine when and how the damage occurred.
Customers should retain the product, packaging, labels, accessories, and delivery materials until Bio-Globe has completed its assessment or provided further instructions.
Where Bio-Globe confirms that damage occurred during delivery or handling for which Bio-Globe or its appointed delivery provider is responsible, Bio-Globe will normally arrange repair or replacement at no additional cost to the customer.
Where repair or replacement is unavailable, unsuccessful, disproportionate, or cannot reasonably be completed within a reasonable time without significant inconvenience to the customer, Bio-Globe may provide another appropriate remedy, including a price adjustment or refund where applicable.
Damage that was not reasonably visible at delivery may be reported and assessed under Section 9.
9. Defective or Non-Conforming Products
Where a product is suspected to be defective or does not conform to the accepted order, Bio-Globe may inspect and test the product before confirming the appropriate remedy.
Depending on the circumstances, Bio-Globe may:
- Repair the product;
- Replace the product or affected component;
- Provide the correct product;
- Arrange servicing;
- Offer another solution agreed with the customer;
- Provide an appropriate price adjustment; or
- Provide a refund where repair or replacement is unavailable, unsuccessful, disproportionate, or cannot reasonably be completed within a reasonable time without significant inconvenience.
A refund is not automatically available merely because a product issue is reported where the issue can reasonably be corrected through repair, servicing, or replacement.
Where a product defect or non-conformity attributable to Bio-Globe is verified, the applicable repair, replacement, collection, and redelivery will be provided without additional charge to the customer.
Bio-Globe may reject claims to the extent that the reported issue was caused by:
- Normal wear and tear;
- Misuse or negligence;
- Accidental damage after delivery;
- Failure to follow product instructions;
- Failure to perform recommended servicing, maintenance, inspection, or filter replacement;
- Unauthorised installation;
- Unauthorised repairs or modifications;
- Use of unauthorised replacement parts; or
- Damage caused by the customer or another third party.
Warranty claims remain subject to Bio-Globe’s applicable warranty terms.
10. Exchanges
An eligible unopened product may be exchanged within the seven-Business-Day return window, subject to:
- Product eligibility;
- Stock availability;
- Inspection and approval;
- Payment of any price difference; and
- Any reasonable and applicable delivery, collection, non-refundable payment-processing, or return-handling costs arising from the voluntary exchange.
Where the replacement product has a lower selling price, the eligible difference will be refunded after any permitted costs arising from the voluntary exchange have been applied.
Partial exchanges of promotional packages or bundles are not accepted.
Where Bio-Globe supplied the wrong product, or where an exchange is required to correct verified delivery damage or a verified defect attributable to Bio-Globe, Bio-Globe will bear the reasonable exchange and transport costs.
Any product approved for exchange must be returned or made available for collection within the period stated in Bio-Globe’s written instructions.
11. Opened, Used or Installed Products
Products that have been opened, used, installed, activated, customised, or otherwise removed from their original new and saleable condition are not eligible for a Voluntary Return or refund.
This includes installed Biolytes water enhancement systems and other products that cannot reasonably be resold as new following use, installation, activation, or handling.
This exclusion does not affect any mandatory rights or remedies available under applicable Singapore law in relation to an incorrect, damaged, defective, materially misdescribed, or non-conforming product.
12. Fees and Deductions for Approved Voluntary Returns
Where a Voluntary Return or cancellation is approved, the refund will be calculated from the actual net amount paid by the customer.
Bio-Globe may deduct reasonable and itemised costs directly arising from the customer’s voluntary cancellation or return, including:
- Original delivery costs already incurred;
- Return collection or transport costs;
- Installation, dismantling, customisation, or other services already completed;
- Actual third-party payment-processing, bank, instalment, card, gateway, or transaction fees charged to Bio-Globe and not refunded or waived by the relevant provider, to the extent that recovery of those fees from the customer is legally permitted and not prohibited by the relevant provider’s rules;
- Reasonable incremental administration, inspection, return-handling, or repacking costs incurred specifically because of the cancellation or return, excluding ordinary business overhead and routine order-processing costs; and
- The stated or reasonable value of missing, damaged, opened, used, or unreturned accessories, parts, packaging, vouchers, rebates, or complimentary items.
Every deduction must be:
- Reasonable;
- Directly related to the approved return or cancellation;
- Actually incurred or reasonably assessed;
- Capable of explanation; and
- Not duplicated under another description.
Where reasonably practicable, Bio-Globe will provide the customer with an estimated refund calculation before the customer commits to returning the product or before collection is arranged. The final amount remains subject to inspection and verification of the returned product.
Any applicable deductions and the final proposed refund amount will be communicated to the customer before the refund is processed.
For a Voluntary Return, Bio-Globe may require the customer to acknowledge the final refund calculation in writing before the refund is initiated.
Bio-Globe will not impose a separate fee solely for an alleged lost sale or opportunity cost.
The purpose of any deduction is to recover reasonable costs or losses directly arising from the Voluntary Return or cancellation, and not to impose a penalty or generate a profit.
The deductions in this section will not apply to the extent that the return, exchange, or remedy is required because of:
- An incorrect product supplied by Bio-Globe;
- Verified delivery damage attributable to Bio-Globe or its appointed delivery provider;
- A verified defect attributable to Bio-Globe; or
- Another failure attributable to Bio-Globe.
Where a claimed loss was partly caused or increased by the customer after the original issue arose, Bio-Globe may reasonably take that separate customer-caused loss into account.
13. Inspection and Approval
Bio-Globe may inspect, test, photograph, or assess a returned product and its packaging, parts, accessories, complimentary items, and condition before approving an exchange or refund.
Collection or receipt of a returned product does not automatically constitute approval of the return, exchange, or refund.
Where the returned product does not satisfy this Policy or differs from the condition represented by the customer, Bio-Globe may:
- Reject the Voluntary Return;
- Reduce the proposed refund to reflect missing or damaged items;
- Request further information;
- Offer another appropriate solution; or
- Require the customer to collect or arrange redelivery of the product at the customer’s cost.
Bio-Globe will act reasonably and in good faith when assessing the condition of returned products.
Where a return is rejected after the product has been received, Bio-Globe will inform the customer of the reason and provide reasonable instructions for collection or redelivery.
14. Refund Amount and Method
Approved refunds will be based on the actual net amount paid by the customer, after any applicable and permitted deductions under this Policy.
Bio-Globe will calculate and confirm the final approved refund amount before initiating the refund.
Refunds will generally be made through the original payment method where reasonably practicable and supported by the relevant payment provider.
Where refunding through the original payment method is unavailable, unsupported, outside the provider’s permitted refund period, or otherwise impracticable, Bio-Globe may arrange another reasonable refund method after verifying the customer’s identity, payment details, and entitlement to the refund.
Bio-Globe may require the refund to be paid to:
- The original purchaser;
- The original payment account; or
- A verified bank account held by the original purchaser.
Bio-Globe will not refund more than the amount actually paid by the customer for the relevant returned product or transaction.
15. Refund Processing Time
Once:
- The return or cancellation has been approved;
- The product has been received and inspected where required;
- All necessary information has been provided;
- The final refund amount has been confirmed; and
- Any required return documentation has been completed,
Bio-Globe will generally initiate the approved refund within fourteen (14) Business Days.
The fourteen-Business-Day processing period refers to Bio-Globe’s initiation of the refund and not necessarily the date on which the funds will appear in the customer’s account.
The customer’s bank, card issuer, financial institution, instalment provider, payment gateway, or payment service provider may require additional processing time.
Bio-Globe is not responsible for delays caused solely by the relevant payment or financial provider after Bio-Globe has successfully initiated the refund.
Where the original payment method does not support a refund or a refund request is rejected by the payment provider, Bio-Globe will contact the customer to arrange another reasonable method.
16. Instalment and Payment-Plan Purchases
Refunds involving credit-card instalments, bank programmes, third-party financing, payment gateways, buy-now-pay-later arrangements, or other payment plans remain subject to the operational requirements, permitted refund periods, and processing procedures of the relevant provider.
For an approved Voluntary Return, actual non-refundable fees incurred by Bio-Globe may be deducted in accordance with Section 12.
No payment-processing deduction will be imposed where the relevant fee has been refunded or waived by the provider.
Where the return results from an incorrect product, verified delivery damage, or verified defect attributable to Bio-Globe, the customer will not be charged the payment-related deductions arising from correcting the matter.
For an approved return under an in-house payment arrangement:
- Only amounts actually paid by the customer are available for refund;
- Any permitted deductions will be applied;
- Outstanding future instalments may be adjusted or cancelled following approval; and
- Any overdue amount, late charge, or other sum properly due may be taken into account where legally and contractually permitted.
The cancellation or adjustment of an instalment arrangement may take additional time where processing by a bank, card issuer, or third-party provider is required.
17. Return Collection, Transport and Risk
For a Voluntary Return, the customer is responsible for arranging and paying for return transport or collection unless Bio-Globe agrees otherwise in writing.
The customer remains responsible for the returned product until Bio-Globe or its authorised representative receives it.
Customers must package and protect returned products appropriately and follow any return instructions issued by Bio-Globe.
Bio-Globe is not responsible for damage or loss arising from unauthorised, improperly packaged, or independently arranged return transport.
Where the return results from an incorrect product, verified delivery damage, or verified defect attributable to Bio-Globe, Bio-Globe will arrange or bear the reasonable cost of collection or transport.
Where Bio-Globe arranges a collection and the customer is unavailable at the agreed time without reasonable notice, Bio-Globe may charge the reasonable cost of an additional collection attempt where the return is voluntary.
18. Fraudulent, Abusive or Invalid Requests
Bio-Globe may reject, suspend, or investigate a request involving:
- False or misleading information;
- Fraudulent claims;
- Altered or forged documents;
- Tampered or removed serial numbers;
- Deliberate damage;
- Missing products or accessories;
- Product substitution;
- Unauthorised repairs or modifications;
- Abuse of the return process; or
- Repeated return behaviour that reasonably indicates misuse of this Policy.
Bio-Globe may request further documentation, photographs, inspection, or other reasonable evidence before reaching a decision.
The exercise of this section will not prevent a genuine customer from exercising any mandatory right or remedy available under applicable law.
19. Statutory Consumer Rights
Nothing in this Policy excludes, restricts, or modifies any mandatory right, remedy, guarantee, cancellation right, or cooling-off right that cannot lawfully be excluded or restricted under applicable Singapore law.
Where mandatory law provides the customer with a remedy different from this Policy, the applicable law will prevail.
The seven-Business-Day return window provided under Section 3 is Bio-Globe’s published return standard and does not limit any longer or different cancellation period that may be mandatory for a particular regulated transaction.
20. Changes to This Policy
Bio-Globe may update this Policy by publishing a revised version on its website.
Changes will apply prospectively from the stated effective date.
A return, exchange, cancellation, or refund request relating to an order already accepted will generally be assessed under the version of this Policy in force when the order was accepted, unless otherwise required by law or agreed with the customer.
Contact Us
Bio-Globe Singapore Private Limited
UEN: 201608102M
114 Lavender Street
#02-50 CT Hub 2
Singapore 338729
Email: helpdesk@bio-globe.com.sg
Website: https://www.bio-globe.com.sg