Refund policy
You have 30 days from delivery to change your mind.
If a pack isn't right for you, email us within 30 days of receiving it and we'll refund you in full. You don't need a reason.
How to start a return
Email us with your order number and tell us what you'd like to return. We'll reply within 1–2 business days with instructions. Please don't send anything back before you hear from us — we may not need it returned at all.
Hygiene items
Because these are personal-care items, we ask that pads be returned unused and in their original packaging where possible. If you've already washed or used them and they're not working for you, tell us anyway — we'd rather sort it out than have you stuck with something you won't use.
Damaged, wrong or missing items
If your order arrives damaged, incomplete, or in the wrong colour, include your order number and a photo if you can. We'll put it right at our cost, and you won't need to return anything first.
Refunds
Refunds go back to your original payment method. Once we confirm your refund it usually takes 5–10 business days to appear, depending on your bank or card issuer.
Return shipping
If the fault is ours — damaged, wrong item, or not as described — we cover return costs. For a change of mind, return postage is yours to cover.
Contact
Email us via the contact page and a person will answer.
Shipping policy
Shipping is free on every order, with no minimum.
Dispatch
Orders are prepared and dispatched within 1–2 business days of being placed.
Delivery times
Our pads ship directly from our production partner overseas, which keeps the price down but means delivery takes longer than a domestic warehouse. Expect your order 10–20 business days after dispatch. You'll get tracking as soon as it's available.
⚠️ Check this range before you publish. Your AutoDS listing quotes an 11-day average to the United States on Yunexpress Standard. Confirm the Canadian figure in AutoDS and adjust. Under-promising here is much cheaper than a chargeback from someone who expected the parcel in three days.
Where we ship
Canada and the United States.
Tracking
We'll email a tracking link once your parcel is scanned by the carrier. Tracking can take a few days to start updating after dispatch — this is normal and doesn't mean anything is wrong.
Customs and duties
Orders to the United States may occasionally attract import charges. These are set by the destination country and are the recipient's responsibility.
Delays
If your order hasn't arrived within 25 business days of dispatch, contact us and we'll either replace it or refund you.
Wrong address
Please check your shipping address at checkout. If a parcel is returned to us as undeliverable we'll contact you to arrange redelivery.
Terms of service
Who we are
This store is operated by BioKlean ("we", "us"). By placing an order you agree to these terms.
Products
We sell reusable bamboo-fibre makeup remover pads. Product images are representative; slight variation in colour and stitching is normal for textile goods and isn't a defect.
Pricing
All prices are in Canadian dollars and include no hidden fees. Shipping is free. We may change prices at any time, but never after you've placed an order.
Orders
We may decline or cancel an order — for example if an item is unavailable, if there's a pricing error, or if we suspect fraud. If we cancel an order you've paid for, we refund you in full.
Payment
Payment is taken at checkout. You confirm you're authorised to use the payment method provided.
Returns
Covered by our refund policy.
Product care and use
These pads are for external cosmetic use. Follow the washing instructions on the product page. Discontinue use if you experience irritation. We make no medical or therapeutic claims.
Limitation of liability
To the extent permitted by law, our liability for any order is limited to the amount you paid for it. Nothing here limits rights you have under applicable consumer protection law.
Governing law
These terms are governed by the laws of the province in which we operate.
Contact
Questions about these terms: use the contact page.