Refund policy

14-Day Return Guarantee

We want you to be satisfied with your purchase. If you are not happy with your order for any reason, you may return it within 14 days of receiving your item. The period begins on the day you (or a third party you designate, other than the carrier) receive the goods. If you ordered several items in a single order that are delivered separately, the return window begins upon receipt of the last item.

To initiate a return, contact us before the 14-day period expires:

  • Biogena USA Inc., 8383 Wilshire Blvd, Suite 800, Beverly Hills, CA 90211, United States
  • Email: service@biogena-usa.com

Items must be returned in their original, sealed condition. Please send the goods back within 14 days of notifying us; sending them before the deadline is sufficient to meet it. You are responsible for the cost of return shipping. Once we receive the returned goods (or proof of shipment, whichever is earlier), we will refund all payments received from you for those goods — excluding the return shipping cost — within 14 days, using the same payment method you used for the original transaction unless otherwise agreed. We may withhold the refund until we have received the goods or confirmed shipment.

BIOGENA ONE — 30-Day Satisfaction Guarantee

For orders placed through na.biogena-one.com we additionally offer a 30-day trial: if you are not satisfied with BIOGENA ONE, contact service@biogena-usa.com within 30 days of receiving your order to arrange a return. Items sent back without first requesting a return will not be accepted. Once a return is approved, we will send a return shipping label and instructions. After we receive and inspect the return, we will notify you whether the refund is approved; approved refunds are issued automatically to the original payment method within 10 business days. If more than 15 business days have passed since approval without a refund appearing, please contact us.

Damages, defects, and wrong items

Please inspect your order on arrival and contact us immediately at service@biogena-usa.com if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Items excluded from return

We cannot accept returns of:

  • Sealed goods that are not suitable for return for health-protection or hygiene reasons once opened (e.g., opened supplements, cosmetics)
  • Goods that have become inseparably mixed with other goods after delivery
  • Goods made to your specifications or clearly personalized
  • Goods liable to deteriorate or expire rapidly
  • Sealed audio/video recordings or sealed computer software once unsealed

A refund will also not be issued if the item has been used, if parts of the item (including original packaging, documentation, or accessories) are missing, or if the returned item is damaged due to reasons other than a manufacturing defect.