Refund, Replacement & Cancellation Policy

At BioniQ, customer satisfaction is important to us. We carefully inspect and pack every order before dispatch. Due to the nature of our products and for hygiene and quality reasons, we do not accept returns of opened, used, or damaged items unless they arrive defective or incorrect.

Please read our policy carefully before placing your order.

Replacement Eligibility

We offer replacements for eligible orders in the following cases:

• You received a damaged product.

• You received the wrong item.

• An item is missing from your order.

• The product has a manufacturing defect upon delivery.

To request a replacement, you must contact us within 24 hours of delivery.

Please email us at support@shopbioniq.site with:

• Your order number

• Clear photos or videos of the product

• A detailed description of the issue

• A complete unboxing video (mandatory)

Unboxing Video Requirement

To protect both our customers and our business from fraudulent claims, an uninterrupted unboxing video is mandatory for all damage, missing item, or incorrect product claims.

The video must clearly show:

• The sealed package before opening

• The shipping label

• The complete unboxing process

• The condition of the received product

• All contents inside the package

Claims submitted without an unboxing video may not be eligible for replacement.

Inspection Process

Once your request is reviewed and approved, we may request that the product be returned for inspection where applicable.

After inspection, we will provide one of the following:

• A replacement product, or

• A refund if a replacement cannot be arranged or where required by applicable law.

Replacement requests are generally processed within 7–10 business days after approval.

Items Not Eligible for Return or Replacement

We do not accept returns, replacements, or refunds for:

• Change of mind

• Ordered by mistake

• Incorrect size, colour, model, or variant selected by the customer

• Products showing signs of use, misuse, or physical damage after delivery

• Damage caused by improper handling or incorrect use

• Normal wear and tear

• Minor colour differences caused by screen or lighting variations

• Delayed delivery due to courier, weather, or unforeseen circumstances beyond our control

Please review all product details carefully before placing your order.

Return Shipping

If a return is approved, we will provide instructions for the return process. Do not send products back without receiving authorization from our support team.

Unauthorized returns may not be accepted.

Cancellation Policy

Orders may be cancelled within 2 hours of placing the order, provided they have not entered processing.

Once an order has been packed, processed, or shipped, it cannot be cancelled.

To request a cancellation, please contact us as soon as possible at support@shopbioniq.site with your order number.

Refund Policy

BioniQ follows a replacement-first policy.

Refunds are issued only when:

• A replacement is unavailable,

• The product cannot be replaced within a reasonable timeframe, or

• A refund is required under applicable consumer protection laws.

If a refund is approved, it will be processed to the original payment method within 5–7 business days. Depending on your bank or payment provider, it may take additional time for the amount to appear in your account.

Contact Us

If you have any questions regarding your order or this policy, please contact us:

Email: support@shopbioniq.site

We are committed to resolving genuine issues as quickly and fairly as possible.