Refund policy

What can be returned? 

We want you to be happy with your purchases, if for some reason the product does meet your expectations or is faulty, we will be happy to accept a return. We do not refund purchases if the client suddenly chooses to cancel the items. Special considerations may be excepted, and we have the right to exercise reimbursement of costs that we have incurred. Such costs are 3rd party packaging, shipping, and 25% restocking fees. 

When do items need to be returned?

Faulty items can be returned within 5 days of receipt of delivery.

Where do items need to be returned?

You will need to contact us and provide your name and order number to our Customer Support team. The shipping address for returns is: Hitachi Transport System (Australia) Pty. Ltd. 475B Dohertys Road Truganina, Vic 3029

How do customers return items?

You will need to contact us and provide your name and order number to our Customer Support team for further assistance.

Credit for returns?

We strive to provide the best products and services at Biotuff, so if you change your mind or find that the product is faulty in any way, we will be happy to provide a store credit to the value of the product less the freight and handling charges.

Please note we do not provide refunds for change of mind.

Shipping for returns?

If the customer is returning a faulty item, Biotuff will cover the shipping cost. If a customer has a change of mind, the customer will need to cover any shipping costs associated with returning the product.

Express shipping methods

If you make a purchase during busy or Peak times we suggest you use our express shipping method to avoid any disruptions with freight services so your parcel arrives scheduled time.