Returns & Refunds Policy
At Synergy Biologics, we are committed to supplying products that meet appropriate quality, safety and compliance standards. If you are not fully satisfied with your purchase, please review the policy below.
Returns
We hope you are delighted with your purchase. However, if you need to return an item, you may do with within 14 days of receiving your order. The product must be unopened and its original packaging.
To be eligible for a return:
- Products must be unopened, unused and in their original condition.
- Products must remain in their original packaging with seals intact where applicable.
- Proof of purchase or order confirmation must be provided.
- Returns must be authorised by our customer service team before being sent back.
For quality assurance, traceability, hygiene and product safety reasons, we are unable to accept returns of:
- Opened food supplements or ingestible products unless faulty.
- Products that have been tampered with.
- Items returned without prior authorisation.
- Products damaged due to misuse, improper storage or handling after delivery.
- Expired products where the expiry date was clearly stated at the time of sale.
To initiate a return, please contact our customer service team for instructions or choose to return your order/product via visiting the following Pro D3 returns.
Faulty, Damaged or Incorrect Goods
If you receive an item that is damaged, defective, incorrect, or believed to have a quality issue, please contact us as soon as possible and preferably within 48 hours of receipt.
We may request:
- Photographs of the product and packaging.
- Batch number and expiry date details.
- A description of the issue.
- Return of the affected goods for investigation where appropriate.
As part of our quality management, traceability and continuous improvement procedures, returned products may be quarantined, investigated and documented in accordance with our internal quality systems and applicable BRCGS, HACCP, GMP and ISO procedures.
Where a fault or error is confirmed, we may offer:
- A replacement product.
- A refund.
- An exchange.
- Another appropriate resoultion at our discretion.
Refunds
Once your return is received and inspected, we will notify you of the outcome of your refund request. Approved refunds will normally be processed back to the original payment method within 7-10 working days, although processing times may vary depending on your payment provider. Original shipping charges are non-refundable unless the return relates to faulty, damaged or incorrectly supplied goods.
Exchanges
Exchanges are only offered for products confirmed as defective, damaged or incorrectly supplied.
If you require assistance regarding an exchange, please contact our customer service team.
Return Shipping
Unless the product is faulty, damaged or supplied incorrectly, customers are responsible for arranging and covering the cost of return shipping.
We recommend using a tracked delivery service, as we cannon accept responsibility for returns lost or damaged in transit.
Non-Delivery or Delivery Issues
While we work with reputable delivery partners, we are unable to guarantee delivery times due to circumstances outside our control, including courier delays, weather events, customs processes or other external factors.
If you experience a delivery issue, please contact us and we will work with the courier to assist where reasonably possible.
Traceability and Product Safety
In line with our commitment to quality, compliance and consumer safety, all products are subjected to batch traceability and quality control procedures. Certain returns may be retained, investigated or disposed of in accordance with applicable safety, hygiene and regulatory requirements.
Contact us
For returns, refunds or product concerns, please contact our customer service team with your order details and reason for contact before returning any goods.