Return and Refund Policy
At GaiaBiome.com, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. You may return Merchandise within 30 days of shipment to you, as long as it is in NEW condition and has the original packaging.
We are always striving to make the Return, Refund and Exchange processes as easy and hassle-free for you as possible.
Free return shipping is NOT provided. Items must be returned in NEW (unused, untested, without any writing/printing/taping/sticker on box and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, Merchandise must be insured for the full purchased value and safely wrapped to prevent damage during the transit.
Generally, as a “rule-of-thumb" you return the items to us the same way we sent them to you - in the same condition and with all the original contents.
We do not accept returns or exchanges on customized orders. All charges related to the return of items to GaiaBiome.com is the responsibility of the customer. If we suspect you’re abusing the return policy (for example by returning products on multiple occasions or on a seasonal basis), we reserve the right to refuse your return.
Please note that all items purchased on SALE are final and cannot be returned, exchanged or refunded regardless of purchase date.
A refund is given once returned Merchandise is received at our Return Center, inspected and confirmed it is in acceptable return condition. We will notify you via email once return is received and will advise regarding refund/store credit process.
A refund or exchange will not be processed for products that do not meet exchange or refund criteria or are received after 30 days from the original ship date.
Shipping charges selected at checkout are non-refundable. We also unable to offer refunds for any fees imposed by an entity other than GaiaBiome.com, such as shipping, customs or brokerage fees.
Refunds usually take about 1/2 weeks. A refund will be credited back to your original method of payment (minus shipping & handling charges).
PS: Full Refund Policy - We refund full amount (we receive) for the orders cancelled due to ordered item sold-out or customer requests made well before order processed for shipment.
We do accept returns for Merchandise that is no longer wanted/needed or you simply changed your mind. The same Return Terms apply: returned in NEW condition and original packaging and refund/credit store is issued once Return has been received and accepted. No Refund for shipping fees will be issued.
EXCHANGES IN CASE OF SHIPPING DAMAGE
If item has been damaged during the transit, we will replace it at our expense. In case no replacements are available, refund will be issued. Please note, an insurance claim will be filed by the suppliers however it is important to contact us within 3 days to send proof of damages. No exceptions. No refunds or replacement will be issued if proof of damage is not provided. A damaged item returned for a replacement may be repaired or exchanged at LuxuryLifeWay.com discretion. See Shipping Damage and Lost Packages for more information.
RETURN AND EXCHANGE INSTRUCTIONS
GaiaBiome.com created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. The process is simple providing you follow the instructions.
To return or exchange an item, please follow these simple steps:
- Contact our customer service department by “Contact Us” or Chat to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
- Pack the Merchandise securely using original packing material. Please note that we do not accept Collect on Delivery (COD) shipments. Follow our instruction to ship through UPS or USPS service with delivery notification. Using one of these two shipping methods will make shipment tracking possible.
- Please insure the package for the full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages occurring at this point. Please include all the contents such as accessories and instruction manuals that came in the original order.
Please note that we are NOT responsible for lost or stolen returned merchandise.
You will get a notification as soon as the return has been processed.
All returns are processed within 1- 2 weeks of the receipt of returned merchandise.
SHIPPING DAMAGE AND LOST PACKAGES
Inspect merchandise immediately upon delivery before the carrier leaves. If you detect visible physical damage or missing items, refuse the package or make few photos or short video covering shipping label and item missing/damaged condition.
Contact us immediately by: "Sign-in your store account" or "Chat". Please don't rely on phone, as phone services are limited due to COVID-19 impact.
Please notify us immediately about the problem within 3 business days of receipt. DO NOT discard the shipping carton/envelope and packaging to facilitate the investigation process if necessary.