Refund policy

Last updated: October 23, 2026

1. 30-day returns and exchanges

You can request a return or exchange within 30 days of delivery.

An item can be returned or exchanged if:

  • it is still in like-new condition, even if it has been opened, with all accessories and parts included; or

  • it has a genuine quality defect, arrived damaged, or is not the item you ordered.

2. How to start a return

Email hello@biothm.com with your order number, the product name, the reason for your request, and photos or videos of any issue where applicable. Please contact us before sending anything back. We will confirm eligibility and send you the return address and instructions.

3. Return shipping costs

  • Change of mind (item not defective): you pay the return shipping cost, based on the actual cost. There is no restocking fee. The original shipping fee is not refunded, except where the law requires it (see section 6).

  • Defective, damaged or incorrect items: we cover the return shipping cost and will tell you how to arrange the return. We can also send a replacement.

4. Refunds

When we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 3–7 business days. Your bank or card issuer may take additional time to post the refund to your account.

5. Cancellations

You can cancel an order before it ships by emailing hello@biothm.com, and you will receive a full refund. Once an order has shipped, the return process above applies.

6. EU and UK customers: right of withdrawal

If you live in the European Union or the United Kingdom, you also have a statutory right to withdraw from your purchase within 14 days of the day you (or a person you name) receive the goods, without giving a reason.

  • To withdraw, send us a clear statement by email to hello@biothm.com before the 14-day period ends.

  • Send the goods back within 14 days of telling us. You pay the direct cost of returning them.

  • We will refund the price you paid, including the standard delivery cost, no later than 14 days after we receive your withdrawal notice. We may wait to refund until we have received the goods or proof that you have sent them. We use the same payment method you used for the purchase.

  • You are only responsible for any loss in value caused by handling the goods beyond what is needed to check their nature, characteristics and functioning.

This right is in addition to our 30-day return policy and does not affect your other statutory rights.

7. Warranty

Defects that appear after the return period are covered by our limited warranty: 1 year for devices and 6 months for accessories. See our Warranty page.

8. Contact

Questions? Email us at hello@biothm.com.

Biothm is the brand of the products sold on biothm.com. The website is operated by DIGIPACE International Limited, 11A/F, Block 1, Camel Paint Building, 62 Hoi Yuen Road, Kwun Tong, Hong Kong.