If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Please take care when placing your order. Start Bio Solutions does not accept products returned to us due to change of mind, which are damaged after receipt, or due to misuse.
Guaranteed to work as directed or your money back
If in this timeframe and event that you believe that our products have not met your expectations we first ask that you contact us to explain your problem and we will offer tips and helpful information to assist in ensuring our products meet your needs and work as per our directions. Should our products still not live up to our guarantees and we’re satisfied you have followed the product directions for use and have used enough product for the amount of urine accumulated, Start Bio Solutions will happily exchange or refund the purchase price upon items returned to Start Bio Solutions for assessment. Postage costs are not refundable unless the item is deemed to be faulty by Start Bio Solutions.
Please note: Old urine stains that have not been removed or not removed correctly will have greater exposure to the urine and the acidity of the uric acid crystals. Unfortunately in some carpets & rugs, especially wool blends, the uric acid crystals can cause burn marks that look like a stain but have actually discoloured the carpet/rug. Please note this is irreversible. urineFREE will remove the urine and in turn the urine smell but it can not remove burn marks. The same applies with urine burn marks on wood floors however unlike wood floors where you can sand back and return the wood the its original state, carpets do not have this option. This is why we encourage removing urine as soon as possible for all surfaces and using only a bio-enzymatic product such as urineFREE will remove the urine for good.
Returning products to us
Please notify Start Bio Solutions within 30 days of purchase should you wish to make a return.
Once your request to return a product has been processed and accepted, you will be provided with email confirmation authorising the return.
To return a product to us via post or courier:
Condition of returned products
We reserve the right to assess the condition of a returned product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.
Return delivery charges
Products need to be returned, at customer’s expense, and it is highly recommended that any returns are sent via Registered Post as Start Bio Solutions will not be held responsible for lots, stolen or damaged return deliveries.
You may be entitled to a refund equal to the cost of the product only. We will take responsibility for shipping costs to return faulty products to you. However, we reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined or if you’ve changed your mind.
Provision of refunds or exchanges to you
After assessing the condition of the returned products and if your refund is approved, we will send you an email confirming that your refund has been issued. Refunds will generally be processed within seven (7) business days of our receipt of returned products.
All refunds will be issued via the same payment method used to purchase the products. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within ten (10) days of us notifying you that a refund has been issued.
If you have any questions regarding our Refunds & Returns Policy, please contact us.
Refunds & Returns Policy last updated January 2016.