Cancellation & Refund Policy

At Edens Bio, we strive to ensure our customers are satisfied with their purchases. This policy outlines the conditions for cancellations, returns, and refunds.

1. allergic reactions

Your health and safety are our top priority at Edens Bio.
If you experience an allergic reaction after using our product, stop use immediately and consult a doctor.
Please contact us at hello@edensbio.com with details of your reaction, preferably with supporting photos.
We review each case individually and offer a suitable solution, such as a refund or store credit.

Edens Bio is not liable for adverse reactions caused by individual allergies or sensitivities. Please check the ingredients carefully before use.

2. returns of unopened items

If you would like to return an unopened, unused item in its original condition, the following conditions apply:

  • Timeframe: Contact us within 14 days of receiving your order at hello@edensbio.com.
  • Condition: The item must be unopened, unused, and resellable. We reserve the right to reject returns if there are signs of opening or tampering.

Return Process & Shipping Costs:

  • Once approved, you’ll receive the return address.
  • Return shipping costs are the customer’s responsibility. We recommend using a trackable shipping service, as we are not liable for lost or damaged returns.
  • Please ensure secure packaging.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refund / Exchange:

  • After inspection of the returned item, we will issue a refund, store credit, or exchange.
  • Original shipping costs are non-refundable.
  • For orders with free shipping, actual shipping costs will be deducted from the refund. An invoice will be provided.
  • Refunds will be made to the original payment method or as store credit.

If the return is initiated by the customer for personal reasons (e.g. change of mind, wrong item ordered), the customer is responsible for the return shipping costs. The exact amount depends on the courier service selected.

 

If the return is due to an error on our part — such as receiving a damaged or incorrect item — we will cover the return shipping costs in full.

 

Return Address Confirmation

We kindly request that all returns be sent to our main warehouse. However, to ensure a smooth and efficient process, please contact us before initiating any return to confirm the current return address. This step is necessary as the return address may vary depending on the product or circumstances.

 

Return address: Return address: Unit 12 1 Canada Square, London, E14 5AX as return address

 

Shipping Label

For your convenience, we will provide you with a prepaid shipping label once your return request has been approved. Please use this label to ensure your return is processed correctly.

 

Important Notes:

  • Returns sent to an unconfirmed address may not be accepted or processed. Please always contact us first to confirm the correct return address.
  • Customers may cancel their orders before shipment without providing a reason.
  • If the delivered goods are damaged or defective due to our fault, the customer will not be responsible for any shipping costs related to the return.
  • Once your return request has been received and approved, we will issue a return label for you. There’s no need to print anything — the label will be provided directly by the carrier.

3. returns of opened/used items (hygiene)

For hygiene and safety reasons, we do not accept returns of opened or used products – except in cases described in Section 1 (Allergic Reactions) or Section 5 (Damaged/Incorrect Items).

4. 30-day satisfaction guarantee

If you are not satisfied with the product despite correct usage, we offer the following guarantee:

  • Only valid for correct use with unsatisfactory results.
  • Claim must be made within 30 days of receiving the order.
  • Please contact us with your order number and a description of your experience at hello@edensbio.com.

Refund Policy:

  • A 15% processing fee will be deducted.
  • For orders with free shipping, actual shipping costs will be deducted.
  • Original shipping costs are non-refundable.

5. damaged or incorrect items

If you receive a damaged or incorrect item, please contact us within 7 days at hello@edensbio.com with:

  • Photos of the item
  • Photo of the shipping label
  • Overview of the full packaging

After reviewing your case, we will offer a replacement or full refund including shipping costs – depending on availability and your preference.

6. refund options

  • Full/Partial Refunds: Eligible refunds are processed to the original payment method, subject to any deductions outlined in this policy (e.g., processing fees, actual shipping costs).
  • Store Credit or Exchange: Customers may request store credit or exchange for an item of equal value instead of a refund, subject to any necessary adjustments for shipping fees.

7. order cancellations by customer

We understand that you may need to cancel an order. Please follow this policy:

  • Eligibility: Orders can only be cancelled before a tracking number has been issued. We typically ship orders within 2 business days, often within 24 hours.
  • Cancellation Request: To cancel an order, contact us immediately at hello@edensbio.com with your order number.
  • After Shipment: Once an order has shipped or tracking has been provided, it can no longer be cancelled. In such cases, a return may be requested according to Section 2 (Unopened Items).

8. chargeback policy

We aim to resolve all issues amicably. Please contact us before initiating a chargeback.
In the event of a chargeback, the refund process for that transaction will be paused and moved into a formal dispute resolution with the payment provider. This ensures compliance with banking protocols and prevents duplicate refunds.
If a chargeback is initiated after a refund has already been issued, we reserve the right to submit evidence of the original refund to the payment provider.

9. return, refund, cancellation, or complaint

Please contact us at hello@edensbio.com
with your order number and a detailed description of your issue.

10. refund method and timeline

Once both parties reach an agreement, we will process the refund promptly. Refunds will typically be issued back to the original payment method used during the purchase (e.g., credit card, PayPal). After issuing the refund, we will send you proof of the transaction for your reference.

 

The refund will usually appear on your bank statement within 7–15 business days, although it is often processed faster. For customers in the United States, refunds are typically completed within 2–5 business days on average.
If you do not see the refund reflected on your bank statement after this period, please feel free to contact us for further assistance.

11. policy changes

Edens Bio reserves the right to modify this policy at any time.
Changes take effect immediately upon publication on the website.