Refund policy

90-Day Return Policy (Unopened Products Only)

We offer a 90-day return period for products that are unopened and unused. You have 90 days from the date your order is delivered to request a return, provided the product remains in its original sealed condition.

To qualify for a return, the following conditions must be met:

• Condition: The product must be in the same condition in which you received it—unused, unopened and sealed, with no signs of damage or tampering.
• Packaging: The product must be returned in its original, undamaged packaging, including any branded boxes, pouches or protective materials supplied with it.
• Proof of purchase: You must provide a valid receipt or other proof of purchase, such as your order confirmation email or invoice.

Opened or used TryBiometrae products cannot ordinarily be returned under this return policy due to hygiene and safety considerations. However, this restriction does not limit any rights or remedies you may have under applicable consumer law, including the Australian Consumer Law.

To request a return, contact us at support@trybiometrae.com before sending any products back. Products returned without prior authorisation may not be accepted.

90-Day Satisfaction Guarantee (Opened Products)

If you have opened and used a TryBiometrae product but are not satisfied with your experience, you may be eligible for our 90-Day Satisfaction Guarantee. No physical return of the opened product is ordinarily required unless we specifically request one.

To qualify:

• You must have used the product consistently and in accordance with the directions for at least 14 days.
• Your request must be submitted within 90 days of the confirmed delivery date.
• The guarantee applies only to your first TryBiometrae order.
• The guarantee is limited to one approved refund per customer and household.
• Refunds are not ordinarily provided solely because of taste or another subjective preference, as these matters do not necessarily indicate a problem with the product’s quality.
• We may ask you to provide a brief explanation, feedback, your order number and other information reasonably required to assess your request.
• We reserve the right to refuse claims that we reasonably determine are fraudulent, abusive or inconsistent with this policy.

This voluntary guarantee is provided in addition to any rights you may have under applicable consumer law. It does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded.

To request a refund under the 90-Day Satisfaction Guarantee, contact us at support@trybiometrae.com.

Order Cancellations

Orders may be cancelled within three hours of being placed.

After this period, orders may automatically enter our fulfilment process and may no longer be eligible for cancellation, as processing and preparation for dispatch may have already begun.

If we cannot cancel an order because it has already entered processing or has been dispatched, you may request a return after receiving it, provided the applicable return conditions in this policy are met.

To request a cancellation, contact us as quickly as possible at support@trybiometrae.com. We cannot guarantee that a cancellation request will be completed before fulfilment begins.

Free Gifts and Promotional Items

Free gifts, complimentary products and promotional items are not independently eligible for a refund or exchange unless required by applicable law.

The following conditions apply:

• Free promotional products are not independently eligible for a refund or exchange simply because you change your mind.
• Limited-time post-purchase offers may be treated as final-sale purchases where this was clearly disclosed before purchase, subject to your non-excludable consumer rights.
• If you return a paid product that qualified you to receive a free promotional item, the promotional item must also be returned unused and unopened.
• If the promotional item is not returned, we may deduct its clearly disclosed retail value from your refund where permitted by applicable law.

Nothing in this section excludes any rights you may have if a promotional item is faulty, unsafe, damaged or otherwise fails to meet a statutory consumer guarantee.

Delivery Charges

Original delivery charges are generally non-refundable because those charges are paid to our delivery and fulfilment partners.

However, delivery charges may be refundable where required by applicable law, including where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a statutory consumer guarantee.

If a parcel is refused at delivery without first contacting us, a restocking and handling fee of up to 15% of the order value may be deducted from any discretionary refund, where permitted by applicable law.

This may apply even if the original order qualified for free delivery, because fulfilment, delivery and handling costs are incurred when the parcel is dispatched.

The restocking fee will not apply where the refusal or return results from an error by TryBiometrae or where applying the fee would conflict with your rights under applicable consumer law.

By placing an order with TryBiometrae, you acknowledge this policy. If you have concerns about a delivery, please contact us at support@trybiometrae.com before refusing the parcel so that we can assist you.

Lost or Undelivered Parcels

If your parcel does not arrive within the estimated delivery timeframe, contact us at support@trybiometrae.com so that we can initiate an investigation with the delivery carrier.

Eligibility for a replacement or refund will be assessed after the carrier investigation has been completed, subject to applicable law.

Claims relating to lost or undelivered parcels should be submitted within 90 days of the estimated or recorded delivery date.

We are not responsible for delivery failures caused by an incorrect or incomplete delivery address supplied by the customer, except where we could reasonably correct the information before dispatch or where applicable law provides otherwise.

If tracking information shows that a parcel was delivered but you have not received it, contact us promptly so that we can investigate the matter with the carrier.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as you receive it.

Contact us promptly if your product is defective, damaged, unsafe, materially different from its description or if you received the wrong product.

Please provide:

• Your full name.
• Your order number.
• A description of the issue.
• Clear photographs or video showing the problem, where reasonably possible.
• A photograph of the delivery packaging and shipping label where the parcel arrived damaged or contained the wrong product.

We will assess the issue and provide an appropriate remedy in accordance with applicable law and this policy.

Contact us at support@trybiometrae.com.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major product failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return and Refund Policy is intended to exclude, restrict or modify any rights, guarantees or remedies available to you under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.

Our 90-Day Satisfaction Guarantee and change-of-mind return policy are provided in addition to these statutory rights.

Chargebacks and Payment Disputes

If a chargeback or payment dispute is active, we may be unable to issue a separate refund through our payment system while the disputed transaction remains open.

This is intended to prevent the same transaction from being refunded twice.

We encourage customers to contact us directly at support@trybiometrae.com before initiating a chargeback so that we have an opportunity to investigate and resolve the issue promptly.

Contacting us first does not prevent you from exercising any rights available through your bank, card provider or applicable consumer law.

If you have already opened a payment dispute, please let us know so that we can review the matter and respond through the appropriate payment provider.

Subscriptions and Recurring Orders

Subscription Refund Eligibility

If your order includes a subscription, the voluntary 90-Day Satisfaction Guarantee applies only to your first shipment.

Customers are responsible for managing or cancelling their subscriptions before a renewal is processed.

Subsequent subscription renewals are not covered by the voluntary 90-Day Satisfaction Guarantee. However, this does not affect any rights you may have under applicable consumer law if a renewed product is faulty, damaged, incorrectly supplied or otherwise fails to meet a statutory consumer guarantee.

For change-of-mind requests involving an unopened renewal order, you may contact us to request a return within 90 days of delivery, subject to the return conditions in this policy.

Failure to cancel before a renewal billing date does not, by itself, automatically entitle you to a refund after the renewal has been processed.

Automatic Renewal

Unless cancelled, your subscription will automatically renew using your selected payment method every 28 days or according to the alternative delivery frequency selected and clearly disclosed during checkout.

By submitting your initial subscription order, you expressly authorise recurring charges according to the price and billing frequency presented to you at checkout.

Your subscription will continue until you cancel it.

Subscription Cancellation

You may cancel your subscription at any time.

To help prevent the next recurring charge, you should cancel your subscription at least 24 hours before your next scheduled billing date.

You can cancel your subscription through your customer account portal or by contacting us at support@trybiometrae.com.

Cancellation stops future subscription renewals. It does not automatically cancel or refund an order that has already been processed or entered fulfilment before we received or completed your cancellation request.

If a renewal has already been processed, contact us promptly. If the order has not yet entered fulfilment, we will make reasonable efforts to cancel it, but cancellation cannot be guaranteed.

Subscription Billing Information

You must provide current, complete and accurate billing and account information.

You are responsible for promptly updating your payment details, contact information and delivery address to keep your subscription account current.

You can update this information through your customer portal or by contacting support@trybiometrae.com.

We are not responsible for failed or misdirected deliveries caused by outdated or incorrect information provided by the customer, except where applicable law provides otherwise.

Exceptions and Non-Returnable Products

Certain products may not be eligible for change-of-mind returns, including:

• Opened or used supplements.
• Perishable products.
• Personalised or custom-made products.
• Personal-care products that have been opened.
• Hazardous materials.
• Flammable liquids or gases.
• Gift cards.
• Products clearly identified as final sale before purchase, where permitted by law.

Sale products are not automatically excluded from remedies where they are faulty, unsafe, damaged, incorrectly supplied or otherwise fail to meet an applicable consumer guarantee.

Please contact us at support@trybiometrae.com if you have questions about the eligibility of a particular product.

Exchanges

The quickest way to receive a different product is usually to request a return of the original product.

Once the return has been approved, you may place a separate order for the replacement product.

If you received an incorrect, damaged or defective product, contact us before placing another order so that we can determine the appropriate remedy.

European Union and United Kingdom — 14-Day Cooling-Off Period

If products are delivered to an address in the European Union or United Kingdom, you may have the right to cancel your order within 14 days without providing a reason, subject to applicable law.

For products to qualify for a return under the cooling-off period, they must generally be in the same condition in which they were received—unused, unopened and in their original packaging. You must also provide a receipt or other proof of purchase.

For health protection and hygiene reasons, the statutory cancellation right may not apply to sealed products once the seal has been broken, where permitted by applicable law.

To exercise your cooling-off right, you must clearly notify us of your decision within the applicable 14-day period by contacting support@trybiometrae.com.

Nothing in this section limits any separate legal rights you may have in relation to faulty, damaged or incorrectly supplied products.

How to Start a Return

Before returning a product, contact us at support@trybiometrae.com.

Please include:

• Your full name.
• Your order number.
• The product or products you wish to return.
• The reason for your return.
• Photographs of the product and packaging, if requested and reasonably relevant.

If your return is accepted, we will provide return instructions and the applicable return address.

Do not send returns to our corporate address unless we specifically instruct you to do so. Products sent without first requesting and receiving return authorisation may not be accepted.

Unless the return relates to a faulty, damaged or incorrectly supplied product, you may be responsible for the cost of returning the product.

Refund Processing

We will notify you after we receive and inspect your return and let you know whether your refund has been approved.

If approved, the refund will generally be issued to your original payment method within 10 business days.

Your bank, card issuer or payment provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since we confirmed approval of your refund, contact us at support@trybiometrae.com.

Refund processing timeframes do not affect any statutory rights you may have under applicable law.

Contact Us

To request a return, claim the 90-Day Satisfaction Guarantee or ask a question about this policy, contact:

TryBiometrae — operated by Avyra Commerce LLC
155 E. Boardwalk Drive
Colorado, United States
Phone: +1 (570) 609-3565
Email: support@trybiometrae.com
Website: https://trybiometrae.com

Please contact us before returning any products. Products sent without prior return authorisation may not be accepted.