Refund Policy

60-Day Satisfaction Guarantee

At BiofreezeUSShop, we want you to be completely satisfied with your cooling relief products. If for any reason you are not happy with your purchase, you have 60 calendar days from the date you receive your order to request a refund. This policy applies to all products sold on biofreezeusshop.com, including gels, roll‑ons, sprays, and patches.

Eligibility for Return

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

• You must initiate the return within 60 days of delivery (based on tracking confirmation).

• Products must be in new or gently used condition. Because topical pain relievers are personal care items, we accept returns even if the product has been opened, but we reserve the right to refuse returns that show obvious abuse or intentional damage.

• The product must be the one you originally purchased from us. Returns of counterfeit or third‑party items will not be processed.

• You do not need to provide a specific reason. Whether the product did not work as expected, you ordered the wrong variant, or you simply changed your mind – you are covered.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Products that appear to be tampered with or contaminated.

• Items that have been partially used beyond what is reasonable for trial (more than 50% of the container missing).

• Free samples or promotional items given at no cost.

How to Request a Refund

1. Contact us – Send an email to support@biofreezeusshop.com with your order number, the product(s) you wish to return, and optionally the reason (helps us improve).

2. Receive return instructions – We will reply with the correct return address. Please do not send returns to any address without our confirmation.

3. Pack and ship – Securely pack the product(s). We recommend using a trackable shipping method, as we are not responsible for lost return packages.

4. Return shipping cost – Unless the return is due to our error (wrong item sent, defective product, expired product), you are responsible for paying the return shipping fees. Global free shipping applies only to original orders, not to returns.

Refund Processing Timeline

Once we receive your return package, we will inspect the items within 2‑4 business days. After approval, we will issue a refund to your original payment method. The refund will appear in your account within 5‑10 business days, depending on your bank or credit card issuer. You will receive a confirmation email when the refund is processed.

Partial Refunds

In some cases, we may offer partial refunds:

• If the product shows more than expected use (e.g., 70% empty), we may refund a proportionate amount.

• If you return an item after the 60‑day window but within 75 days, we may issue store credit instead of a cash refund.
  Any partial refund will be clearly explained to you before processing.

Damaged, Defective, or Wrong Products

If you received a product that is damaged during shipping, defective (e.g., broken cap, leaky bottle), or not what you ordered, please contact us within 14 days of delivery. We will:

• Cover return shipping costs (we will provide a prepaid label or reimburse you upon receipt of postage receipt).

• Offer a full refund or a free replacement, whichever you prefer.

• Process the refund within 5‑10 business days after we confirm the issue (you may not need to return the defective product if it is unsafe to ship).

Late or Missing Refunds

If you have not received your refund after 10 business days from our approval notice, please check with your bank or credit card company first. Transactions may take additional time to post. If you have done this and still have not received your refund, email us at support@biofreezeusshop.com with your order number and refund confirmation, and we will investigate.

Cancellations Before Shipment

If you cancel your order within 12 hours of placement and it has not yet been processed, we will issue a full refund immediately. After 12 hours or once the order is picked for packing, cancellations are treated as standard returns under this policy.

Changes to Refund Policy

We reserve the right to modify this policy at any time. Changes will take effect immediately upon posting. Returns are governed by the policy in effect at the time of the original purchase.