Refund Policy

Effective Date: 01/11/2025
Company: Elysium Wellness (Pty) Ltd, trading as BioHck
Registration Number: 2021/337299/07
Address: 116 Smiso Nkwanyana Rd, Morningside, Durban, KwaZulu-Natal, 4001

1. General Policy

By placing an order through our website or any authorised sales channel, you agree to the terms below.
Due to the sensitive, temperature-controlled nature of our products, all sales are final.
Products are compounded, packed, and shipped under strict handling conditions and cannot be resold, returned, or re-issued once dispatched.

2. Cold-Chain & Storage

All injectable pens and peptide units are dispatched on ice to maintain stability and integrity.
Once the parcel leaves our custody, the cold-chain cannot be guaranteed.

As such:
~ We do not accept returns or exchanges of any temperature-sensitive products.
~ If delivery is delayed, the buyer assumes full responsibility for product viability.
~ Orders must be received at the delivery address on the first attempt to prevent temperature deviation.

3. Strict No-Return Policy

For health, hygiene, and safety reasons, we do not accept returns, exchanges, or refunds under any circumstance, including but not limited to:
~ Change of mind or incorrect product ordered.
~ Product not meeting personal expectations.
~ Delays or damage caused by courier services.
~ Customs seizures or refusals.
~ Perceived lack of efficacy or adverse reactions.
~ Packages compromised due to missed delivery or unclaimed parcels.

Please review all product information, disclaimers, and shipping details carefully before purchase.

4. Products for Research & Professional Use

All peptides, compounds, and related products are sold strictly for research or professional use unless explicitly labelled otherwise.
By purchasing, you acknowledge that these products are not recognised by SAHPRA and are not intended to diagnose, treat, cure, or prevent any disease.

Use is at the buyer’s sole discretion and risk.

5. Shipping & Courier Responsibility

Orders are shipped with authorised couriers (Courier Guy, Aramex, Pudo, etc.) and include tracking details.
Once the parcel has been handed to the courier, BioHck cannot accept liability for loss, damage, or temperature deviation during transit.
Optional shipping insurance may be arranged prior to dispatch.

6. International Orders

International buyers are responsible for confirming that the products comply with their local regulations.
No refunds will be issued for products delayed, seized, or destroyed by customs authorities.
All import duties, taxes, and clearance fees remain the buyer’s responsibility.

7. Incorrect or Damaged Items

If you receive an incorrect product due to an administrative error, you must notify us in writing within 7 working days of delivery.
To be eligible for replacement, the product must remain sealed, unused, and in its original packaging.
Refunds will only be issued if required by the Consumer Protection Act (CPA).

8. Order Cancellations

Orders may only be cancelled before dispatch.
Once a parcel has been packed for cold-chain delivery or handed to the courier, cancellation or refund is not possible.
Cancellations prior to dispatch are subject to a 7-day administrative period and deduction of reasonable handling and payment-gateway fees.

9. Privacy & Data Protection

All personal and payment data are processed in compliance with the Protection of Personal Information Act (POPIA).
Your data will only be used for order fulfilment and lawful business communication.

10. Agreement to Policy

By completing a purchase, you confirm that you have read, understood, and accepted this Refund & Returns Policy in full.
For any queries, contact support@biohck.co.za
before placing your order.