Shipping & Returns


BIOEQUA hopes you are happy with your order. If, however, you are not completely satisfied with your purchase, we will fully refund or replace any un-opened and intact product purchased, and any opened product that is found to be faulty, damaged or has caused a skin reaction.

To return or exchange any unopened and intact BIOEQUA product purchased via the BIOEQUA Website due to change of mind, simply ensure that:
1. Products are unopened, intact and un-used.
2. Products are sent back within 7 days from original receipt of goods.
3. Your proof of purchase / order number is included in the return.

Failure to meet with these conditions will result in an exchange or refund being denied.
Refunds will be processed in the same form that you originally paid for your order as soon as possible upon receipt of the returned products. The total value of the refund will equal the payment made for the goods purchased, excluding shipping and any other relevant fees.

Regrettably, we cannot offer a refund or exchange any product has been opened and used unless the product is faulty or defective, or has caused a skin reaction. If you believe the product is faulty/defective in any way (colour, texture, smell), or if you experience a skin reaction, you may request an exchange of opened product.

To arrange the return for a faulty or defective product, please contact our Customer Care Team by MYPRO APP or emailing Be sure to include in your email address, your name, order number and name of product, along with the reason you believe the product is faulty. Upon receipt of your email, a customer care representative will email you a return RA (authorization number) and inform you where to send the faulty product.

BIOEQUA will exchange a faulty/defective product, if it is found there was a production error. If it is found that the product is faulty, the product will be replaced (the same size and value of the original product ordered) and the exchange shipping will be paid for by BIOEQUA. If it is found that the product is NOT faulty, the customer will be charged the shipping fees.

If the products you wish to return were purchased at a promotional cost, the credit refund will be no more than the price paid for the products at the time of purchase. All goods must be returned in a new and unused condition within 7 days from the receipt of your order. No refunds or replacements will be given if the packaging has been opened and the product has been used, damaged or tampered with. In the case of promotional gift packs, the entire pack must be returned intact. Individual products will not be refunded.

BIOEQUA endeavors to arrange the dispatch of your order as soon as we receive it. If you have changed your mind about your order and would like to cancel or change it, please email as soon as possible, quoting your order number. If your order has already entered the dispatch process, unfortunately, it cannot be changed or cancelled.

If you have received your order from BIOEQUA in error, please email and include your order number, so that we can arrange to have the correct products sent to you and the incorrect products returned to BIOEQUA. We will endeavor to dispatch the correct replacement for any incorrect product within 3 working days of receipt of return of the incorrect products. Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition.

Please note that all claims will be honored at the discretion of BIOEQUA and BIOEQUA reserves the right to refuse to refund or replace any customer claims when returns are excessive and it appears that the policy is being manipulated or abused.

• Online Shopping Customer Service:
USA : 1-877-469-3701
ASIA: +8862-2820-0917
• Business Days: Monday - Friday, am 9:30-12:00, pm 13:30-17:30 (excluding federal holidays within the United States).