Refund policy

BioPulse Refund & Returns Policy

Last updated: 21 April 2025

1. Our promise under Australian Consumer Law (ACL)

If a product you purchase from us is faulty, unsafe, not as described, or unfit for purpose, you are entitled to a repair, replacement or refund. Our choice for minor issues, your choice for major issues. Nothing in this policy limits those statutory rights.

2. Cancelling or changing an order

Fast change window: Email support@biopulse.com.au within 12 hours of ordering (and before dispatch) to cancel or edit an order free of charge.
Already shipped? We can’t intercept parcels, but see the relevant return options below once it arrives.

3. Returns & refunds — what applies to each product category

A. Faulty, damaged in transit, or incorrect items (all products)

  • Tell us within 14 days of delivery and attach clear photos/video.
  • We supply a prepaid return label or waive the return.
  • You pay nothing. Replacements or refunds are processed within 3 business days of inspection.

B. Change-of-mind returns (sealed / unused items only)

  • Applies to sealed Magnesium Oil, unopened Castor Oil, Castor Oil Wraps, and unused Earthing products.
  • Email us within 30 days of delivery.
  • Items must be unused, seals intact, in original packaging.
  • You cover return postage; we refund the product price once received.

C. 90-Day Risk-Free Trial (Earthing Mat & Universal Earthing Bed Sheet)

  • Try the product for at least 30 days; decide any time up to 90 days from delivery.
  • Normal wear is fine. No rips, stains or burns please.
  • We’ll supply a prepaid return label if you’re in Australia; international customers cover return shipping.
  • Full refund issued within 3 business days of receipt.

D. Limited-edition clothing

  • Because every run is unique, returns are accepted only for faults or dispatch errors.
  • Notify us within 14 days of delivery with photos.
  • Tags must be attached and the item unworn.
  • We cover return costs and send a replacement or refund once inspected.

4. How to start a return

Email support@biopulse.com.au with:

  • Order number
  • Item(s) you wish to return
  • Reason (attach clear photos if damaged/faulty)

We’ll reply within 24 hours with next steps: prepaid label, exchange confirmation or troubleshooting.

Once your return is received and inspected, your refund or replacement ships within 3 business days. Refunds go back to your original payment method. Banking providers can take 3–5 days to finalise the credit.

5. “Delivery Peace-of-Mind” add-on (A$3.95)

This optional service gives you instant replacement or refund for parcels lost, stolen or damaged in transit, no investigation wait-time, and signature on delivery is automatically included.

Didn’t opt in? Don’t worry: you’re still covered under ACL. We’ll liaise with the carrier on your behalf; a resolution may simply take a little longer.

6. Lost parcels & address issues

  • Tracking shows “delivered” but you can’t find it: Check safe-drop spots and neighbours. If still missing, contact us within 7 days; we’ll open a carrier investigation (or replace immediately if you purchased Peace-of-Mind).
  • Incorrect or incomplete address supplied: When the parcel returns to us we’ll contact you. We can reship to the correct address; you just cover the new postage.
  • Unclaimed parcels at collection point: Same procedure as above.

7. Goods we cannot take back

Opened or partially-used perishable items (e.g., bottles of Castor Oil once the tamper-evident seal is broken) cannot be returned for change-of-mind or hygiene reasons. Faulty or mis-described products remain fully returnable.

8. Need help fast?

Customer Support Email: support@biopulse.com.au (Mon – Sun, 9 am – 5 pm AEST)

We answer all enquiries within 24 hours.

We’re here to make sure you love every BioPulse purchase.