Refund policy

At Bio-Torq, we take pride in delivering high-quality products and a smooth online shopping experience. If something isn’t quite right, we’re here to help. Please review our Returns & Refunds Policy below so you know exactly what to expect.

1. Returns Eligibility

You may return a product within 7 days of delivery if:

  • The item is unused, unopened, and in its original condition

  • All original packaging, seals, labels, manuals, and accessories are intact

  • Proof of purchase is provided

Returns that do not meet these conditions may be declined or subject to a partial refund.

2. Cooling-Off Period (Online Orders)

In line with the Consumer Protection Act (CPA), customers purchasing online are entitled to a 7-day cooling-off period from the date of delivery.

Please note:

  • Products must still be unused and resalable

  • Return shipping costs apply unless the item is defective or incorrect

3. How to Initiate a Return

To start a return:

  1. Contact us at info@bio-torq.co.za or 066 213 6637

  2. Provide your order number and reason for return

  3. We will issue a Return Merchandise Authorization (RMA) if approved

Returns sent without prior approval or an RMA may be refused.

If returning in person, please bring the item to our store with your RMA reference.

4. Return Shipping Costs

  • Customer-initiated returns: Return shipping is the customer’s responsibility

  • Incorrect or defective items: Bio-Torq will cover reasonable return shipping costs

We strongly recommend using a trackable courier service. Bio-Torq cannot be held liable for returns lost in transit.

5. Condition & Inspection of Returned Items

All returned products are inspected upon receipt. We reserve the right to:

  • Refuse returns that show signs of use, tampering, leakage, or damage

  • Deduct a reasonable handling or repackaging fee where applicable

6. Refunds

Once your return is received and approved:

  • Refunds are processed to the original payment method

  • Please allow 7–10 business days for funds to reflect

  • Shipping fees are non-refundable, unless the return is due to our error

7. Exchanges

If you’d like to exchange a product:

  • Contact our customer support team to confirm availability

  • Exchanges are processed only once the original item is returned and approved

  • Price differences may be charged or refunded accordingly

8. Defective, Damaged, or Incorrect Products

If you receive an item that is defective, damaged, or incorrect:

  • Notify us within 48 hours of delivery

  • Provide clear photos and your order number

  • We will arrange a replacement, repair, or refund as quickly as possible

This does not affect your statutory rights under the CPA.

9. Non-Returnable Items

The following items cannot be returned unless defective:

  • Opened or used chemical products

  • Downloadable or digital products

  • Custom, personalised, or made-to-order items

  • Clearance or marked “Final Sale” items

These exclusions are clearly indicated on the relevant product pages.

10. Order Cancellations

  • Orders may be cancelled before dispatch

  • Once an order has been shipped, it cannot be cancelled and must follow the standard returns process

  • Cancellation requests should be sent immediately to info@bio-torq.co.za

11. Liability & Fair Use

Bio-Torq reserves the right to limit or refuse returns where abuse of this policy is suspected, including excessive or repeated returns.

12. Contact Information

If you have any questions or need assistance, please contact us:

📧 info@bio-torq.co.za
📞 010 822 8206
📱 066 213 6637

Thank you for choosing Bio-Torq. We appreciate your trust and are committed to providing safe, reliable, and effective products — backed by fair and transparent service.