Refund policy

Return & Refund Policy

Effective Date: September 1, 2026

1. Overview

Biovive USA is owned and operated by Biovive USA, LLC. We stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through our website.

This Return and Refund Policy contains our general return terms. Certain products may have different return, refund, exchange, warranty, restocking, or eligibility requirements. Where specific return terms are stated on a product's page or in its product-specific policy, those terms apply instead of the general terms below.

Summary

  • Region: United States
  • Return Window: 30 days from delivery
  • Damage Reporting: Damage, defects, or shipping-related issues must be reported within 48 hours of delivery
  • Return Eligibility: We accept returns for both defective and non-defective products, provided the item meets the conditions below
  • Return Shipping: You are responsible for return shipping costs, unless the item is defective or arrived damaged - in that case, we cover it
  • Restocking Fee: A 25% restocking fee applies to approved returns of non-defective items (see Section 5)

2. Contact Information

To start a return or report damage, contact our customer service team:

  • Email: support@bioviveusa.com
  • Phone: 813-438-6750
  • Address: 7901 4th St N, Ste 300, St. Petersburg, FL 33702, United States
  • Hours: Monday-Friday, 9 AM-6 PM EST

3. Two Types of Returns

We handle damaged/defective items differently from standard customer-initiated returns:

A. Item arrived damaged, defective, or incorrect - See Section 4. Must be reported within 48 hours of delivery. No restocking fee applies, and we cover return shipping.

B. You'd like to return a non-defective item - The item must be unused, in new condition, and returned within 30 days of delivery with all original packaging and accessories. Used or installed products cannot be returned unless defective. Return shipping is your responsibility, and the 25% restocking fee applies.

4. Reporting Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery and include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We'll review the information and, if approved, provide return instructions and a prepaid return label at no cost to you.

5. Return Shipping and Fees

  • Damaged, defective, or incorrect items: We provide a prepaid return label and cover the shipping cost.
  • Non-defective returns: You are responsible for return shipping. A 25% restocking fee, based on the product price, is deducted from your refund.
  • Exchanges for the same item do not incur a restocking fee.
  • Once a return is approved, please ship the item within 7 days using the provided instructions/label. Items sent back without following the approved process may not be reimbursed for shipping costs.

6. Refunds and Replacements

  • After we receive and inspect your returned item, we'll confirm whether a refund or replacement applies.
  • Refunds are issued to your original payment method within 7 business days of approval.
  • If you prefer, we can send a replacement item instead of a refund.

7. Exchanges

We accept exchanges for both defective and non-defective products, provided they meet the return conditions above. Replacement items ship once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported more than 48 hours after delivery (for damage/defect claims)
  • Items damaged due to misuse or neglect
  • Personalized, custom-configured, or made-to-order products
  • Gift cards and downloadable digital items

9. Cancellations

  • Orders may be canceled before shipment for a full refund.
  • Once an order has shipped, it cannot be canceled - please follow the return process above instead.

10. Legal Rights

This policy does not affect your rights under applicable U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect once posted. By purchasing from Biovive USA, you agree to this Return and Refund Policy.

Biovive USA
support@bioviveusa.com
813-438-6750
7901 4th St N, Ste 300, St. Petersburg, FL 33702, United States