Last Updated: 25 August 2026
By placing an order on the Biotique website, you agree to the following Terms and Conditions relating to order processing, delivery, returns, refunds, exchanges, and product-related complaints.
1. Order-Related Queries
For any order-related assistance, customers can contact Biotique Customer Support through:
- WhatsApp: 7900900582 responses within 1 – 2 hours during working hours
- Email: contact@biotique.com within 24 hours during working hours
Our customer support team will respond accordingly, subject to the volume of queries and availability of the support team.
For faster assistance, customers are requested to keep their Order ID and registered mobile number ready when contacting customer support.
2. Delivery of Orders
Customers are requested to provide a complete and accurate delivery address while placing an order, including:
- House/Flat/Building Number
- Street/Area/Locality
- City
- State
- PIN Code
- Nearest Landmark
- Valid Contact Number
Biotique shall not be responsible for delays, non-delivery, or return of shipments caused by an incorrect, incomplete, or unserviceable address, incorrect contact details, or the customer's unavailability to receive the shipment.
3. Return, Refund and Exchange Policy
All eligible returns, refunds, and exchange requests must be raised within 7 days from the date of delivery of the order.
COD Orders – Refund Policy
For Cash on Delivery (COD) orders, refunds will not be provided in cash or to a bank account.
For eligible complaints, the customer may be provided with a replacement, coupon, or store credit.
The 7-day period will be calculated from the date on which the package is marked as delivered.
Products that have been opened or used may generally not be eligible for return or exchange. However, opening or limited use of a product may be permitted where it is reasonably necessary to identify or verify a defect, damage, leakage, or wrong product received.
Requests raised after the completion of the 7-day period may not be accepted or entertained.
All return, refund, and exchange requests are subject to verification and the applicable Biotique return/exchange policy.
4. Damaged, Missing or Wrong Product
Missing Products / Wrong or Other-Brand Products – Unboxing Video
For complaints related to missing products, wrong products, or products from another brand, customers are required to provide a 360-degree, continuous, and uncut unboxing video to help us verify and resolve the issue.
The video should clearly show:
- The package from all sides before opening
- Shipping label/AWB label
- Order details visible on the package
- Condition of the outer packaging
- The complete unboxing process
- All products received inside the package
- Product names and quantities
- Any missing, wrong, or other-brand product received
The video should be continuous and unedited. Edited, cropped, or incomplete videos may not be accepted for verification.
5. Importance of Unboxing Video
Customers are strongly advised to record an unboxing video for every order, particularly for orders containing multiple products.
In case of a claim related to damage, missing products, or wrong products, the unboxing video may be required to verify the condition and contents of the package at the time of delivery.
Failure to provide the required unboxing video may affect our ability to verify and process the complaint.
6. Refunds
Once a refund is approved, the refund will be processed to the original payment method/source, wherever applicable.
The time taken for the refund to reflect in the customer's account may vary depending on the bank, card issuer, payment gateway, or other payment service provider.
Customers are advised to allow the applicable processing time after the refund has been initiated.
7. Exchange
Eligible exchange requests must be raised within 7 days from the date of delivery and are subject to product availability and verification.
An exchange may not be possible if the requested product is unavailable. In such cases, an alternative resolution may be provided in accordance with the applicable policy.
8. Product Condition for Returns and Exchanges
Where a return or exchange is approved, the product may be required to meet the applicable return conditions.
Products that have been used, opened, altered, damaged after delivery, or otherwise do not meet the applicable return conditions may not be eligible for return or exchange, subject to the nature of the complaint.
9. Order Cancellation
Order cancellation requests should be raised as early as possible after placing an order.
Once an order has been processed, packed, shipped, or handed over to the logistics partner, cancellation may not be possible.
If the order has already been processed and is in transit, the customer may refuse/reject the shipment at the time of delivery. Once the shipment is returned to Biotique, the applicable refund will be processed after deducting the applicable shipping charges.
The refund will be initiated to the original payment source, wherever applicable, after the returned shipment is received and verified.
10. Delivery Delays and Undelivered Orders
Delivery timelines are estimated and may vary due to operational, logistical, weather, geographical, or other unforeseen circumstances.
If an order is delayed or marked as undelivered, customers are requested to contact Biotique Customer Support through WhatsApp at 7900900582 for assistance.
If a shipment is returned to Biotique due to repeated unsuccessful delivery attempts, incorrect/incomplete address, non-serviceable location, customer refusal, or customer unavailability, the applicable resolution will be provided based on the circumstances of the order.
11. Non-Serviceable Zone (NSZ)
Orders placed for addresses that fall under a Non-Serviceable Zone (NSZ) may not be deliverable.
If an order cannot be delivered because the delivery location is non-serviceable, the order may be cancelled automatically, and the applicable refund will be processed.
For NSZ orders, the refund will be automatically initiated within 5 working days to the original payment source, wherever applicable.
Customers may be requested to place a fresh order using a complete and serviceable delivery address.
12. Verification of Customer Complaints
All complaints relating to damaged, missing, wrong, defective, or other product-related issues are subject to verification.
Biotique may request additional information, photographs, videos, order details, or other relevant documentation to investigate the complaint and determine the appropriate resolution.
The final resolution will be provided after verification of the complaint and in accordance with the applicable policy.
13. Customer Responsibility
- Providing accurate delivery and contact information.
- Being available to receive the shipment.
- Checking the package at the time of delivery where possible.
- Recording an uncut 360-degree unboxing video.
- Raising eligible complaints within 7 days of delivery.
- Providing the required information and supporting evidence for complaint verification.
14. Policy Changes
Biotique reserves the right to modify, update, or amend these Terms and Conditions from time to time.
Any updated Terms and Conditions will be published on the Biotique website and will be applicable from the date of publication unless otherwise specified.
By placing an order through the Biotique website, the customer acknowledges and agrees to the above Terms and Conditions.