Return Policy

At BIO UP Malaysia, we are committed to providing a seamless and enjoyable online shopping experience through our official website, www.bio-up.com.my. All new orders are expected to be delivered within 3 to 5 days. .We understand that there may be instances where returns are necessary, and we are here to assist you with the process.

Eligibility for Returns We accept returns of unused and unopened skincare products purchased directly from www.bio-up.com.my under the following conditions:

  • Products must be returned in their original condition within 14 days from the date of receipt.
  • Items must be unopened, in their original packaging, and include all accompanying accessories.
  • If your order includes a Gift with Purchase (GWP), it must be returned alongside the purchased product. Failure to return the GWP will result in the refund request being declined.
  • We do not accept returns of opened or used products unless they were damaged or defective upon arrival. In such cases, photographic proof and a valid receipt are required for verification.
  • Shipping fees for returned products are non-refundable.

Refund Process

  • Refunds will be processed within 14 business days from the date our warehouse receives your return parcel.
  • An email notification will be sent to update you on the status of your refund.

How to Initiate a Return

  1. Contact Our Customer Service Team
    • Email: contact@synergynaturalsmy.com or
    • WhatsApp: 016-261 9151 (Monday to Friday, 10 AM – 5 PM, excluding public holidays)
      Provide details of the return request, including the reason and item(s) involved.
  2. Confirmation & Assistance
    Our Customer Service Team will review your request and guide you through the return process.
  3. Packing & Shipping
    • Securely pack the product(s) in the original packaging to prevent damage during transit.
    • Our Customer Service Team will assist in arranging the parcel pickup for your return.

We appreciate your understanding and cooperation in ensuring a smooth return experience. If you have any questions, feel free to reach out to our Customer Service Team for further assistance.

Thank you for shopping with BIO UP Malaysia!