Refund Policy

Last updated: 24 July 2025

Please record an unedited video while un-boxing your parcel

Because our products are glass-bottled oils and other delicate herbal items, an

unboxing video is the quickest way to verify any transit damage or packing error.

Keep the camera running from the moment you start cutting open the flyer until

every item is visible.

1. Return & Exchange Window

Any issue must be reported within two (2) calendar days of the delivery date

shown by the courier. Claims received after this window cannot be accepted.

2. Eligible Situations

Broken or visibly cracked bottle – If a bottle arrives shattered, chipped, or

otherwise unusable (note that a light cap seepage is not considered damage), we

will send a one-for-one replacement of the same item at no extra cost.

Duplicate (double) order – Should you receive the same order twice, you may

keep one parcel; we will arrange a return pick-up or refund for the extra shipment

once verified.

Wrong product or wrong quantity – If our dispatch team ships an incorrect item

or short/extra quantity, we will either replace the incorrect items with the correct

ones or refund/charge the difference, depending on stock availability and your

preference.

Please note: We do not accept “change-of-mind” returns, and items that have

been opened, used, or kept longer than two days after delivery are ineligible for

exchange or refund.

3. How to File a Claim

Email care@thebiogreat.com or WhatsApp +92 309 8495442 within 48

hours.

Attach the unedited unboxing video and clear photos showing:

• The affected item(s) close-up

• The full parcel with shipping label visible

• For duplicate orders, both parcels side-by-side

Include your order number, delivery date, and a brief description of the

problem.

Incomplete evidence (blurry images, missing label, no video) or late submissions

automatically disqualify the claim.

4. Investigation & Resolution Timeline

We forward your evidence to our courier partner, production team, and dispatch

unit. This review can take 10–15 business days. Once verified, we will:

● Dispatch a replacement for damaged or incorrect items, or

Issue a refund via your original payment method for duplicate orders or

when a replacement is unavailable.

● You will receive an email confirmation when the exchange or refund is processed.

5. Non-Returnable Circumstances

Claims lodged after the two-day window, products whose packaging or bubble

wrap was removed before photos/video were taken, items already used or partially

consumed, parcels with missing or illegible address labels, or claims lacking

complete information cannot be accepted.

We appreciate your understanding. Our small, hands-on team takes pride in

shipping every order safely, and these steps help us resolve rare issues quickly

and fairly. For any questions, please contact care@thebiogreat.com—we’re here

to help.