We want you to be completely satisfied with your purchase. If you are not happy with your order, please review our policy below:
Products purchased on the Website may be returned to BodyStory for a refund or an exchange, subject to the following:
Products must be returned within fourteen (14) days from the date of purchase;
Products must be returned in unused, good and clean condition, with packaging and tags in place;
Products must be returned in a complete set;
Products that are deemed to be intentionally damaged or not properly maintained, used outside of their intended means and Products such as foods and drinks, cosmetics, pharmaceutical products, gas canisters, personalised items and personal safety equipments are exempted;
BodyStory reserves the right to accept or refuse the return based on our assessment, taking into consideration factors such as the condition of the products and length/frequency of use.
The Customer can initiate a request to return the Products by:
Reaching out to the BodyStory Customer Service team (contact details can be obtained via the "Contact Us" section on the website)
Refund
The Customer may return Products for a refund, subject to the conditions above; by courier only.
The Customer will be responsible for the shipping costs of Products returned by courier. The transfer of title and risk of the Products will remain with the Customer until the Products have reached BodyStory’s warehouse. The Customer must package the item carefully and include the return form leaflet completed with all necessary details. After shipping the Products, the Customer must provide the BodyStory Customer Service team with the airway bill or tracking number for traceability purposes.
For every return, BodyStory teammates will inspect the Products and inform the Customer whether the Products are eligible for a refund by email.
BodyStory may send the Products back to the Customer at the Customer’s cost and/or refuse to provide a refund.
Products which are eligible for a return will be processed within fourteen (14) working days after the returns have been validated. The refund policies and timelines shall always be subject to the payment solution provider.
Exchange
In the event that the Customer would like to exchange a Product, the Customer shall contact BodyStory’s Customer Service Team to schedule an exchange, by courier only.
The Customer must ship the item back to BodyStory’s warehouse before BodyStory’s teammates schedule an item exchange.
The Customer will be responsible for the shipping costs of Products returned by courier. The transfer of title and risk of the Products will remain with the Customer until the Products have reached BodyStory’s warehouse. The Customer must package the item carefully and include the return form leaflet completed with all necessary details. After shipping the Products, the Customer must provide the BodyStory Customer Service team with the airway bill or tracking number for traceability purposes.
BodyStory teammates will inspect the returned item and inform the exchange process by email.
If the exchange is requested due to a customer’s mistake (e.g., ordering the wrong size, color, or product), the customer is responsible for all shipping costs related to the exchange. This includes both the return of the original item and the delivery of the replacement item.
BodyStory will cover the shipping costs only if:
The item received is defective or damaged, and this has been verified by the BodyStory team, or
The mistake was caused by BodyStory, such as sending the wrong item, size, or color.
All claims related to defects or incorrect items must be submitted with photo evidence and within 7 (seven) days of receiving the item.
Provided that the Product is returned with reasonable care having been taken, BodyStory will either:
(a) issue a refund to your original mode of payment (in the case of a return), or
(b) process an exchange by sending a replacement item (in the case of an approved exchange request).
Refund, Returns And Exchange Policy