Refund Policy
Last Updated: June 2026
Biocreama is a brand operated by Phlume Group. We strive to ensure that every order arrives in perfect condition. Due to the nature of our products and for hygiene, health, and safety reasons, all sales are generally considered final.
Returns and Exchanges
For hygiene and product safety reasons, we do not accept returns or exchanges of opened, used, or unwanted skincare, cosmetic, beauty, or personal care products.
We are unable to accept returns or exchanges based on:
- Change of mind
- Personal preference
- Product scent, texture, or color expectations
- Allergic reactions or skin sensitivities
- Incorrect product selection by the customer
- Products that have been opened, used, or tampered with
We encourage customers to carefully review product descriptions, ingredient lists, and usage instructions before placing an order.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or if you receive an incorrect item, please contact us within 48 hours of delivery.
To submit a claim, please email hello@biocreama.com and include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the shipping package and label
Failure to notify us within 48 hours of delivery may result in the claim being denied.
Upon review and verification, we may, at our sole discretion:
- Replace the item
- Issue store credit
- Issue a refund to the original payment method
Lost Packages
Once an order has been handed to the shipping carrier, delivery responsibility transfers to the carrier.
If your tracking information indicates that a package has been delivered, Biocreama is not responsible for lost, stolen, misplaced, or unattended packages.
Customers should contact the carrier directly regarding delivery disputes.
However, we will make reasonable efforts to assist in investigating delivery issues.
Refund Processing
Approved refunds will be issued to the original payment method used for the purchase.
Please allow up to 10 business days from approval for the refund to be processed. Processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping charges are non-refundable unless the refund is the result of our error.
Shipping Duties and Taxes
International orders may be subject to customs duties, import taxes, VAT, handling fees, or other charges imposed by local authorities.
These charges are the responsibility of the customer and are non-refundable.
Biocreama and Phlume Group are not responsible for delays, fees, or charges imposed by customs authorities.
Order Cancellations
Orders are processed quickly to ensure timely shipment.
Once an order has been placed, we cannot guarantee cancellation, modification, or changes to shipping information.
If you need assistance, please contact us immediately at hello@biocreama.com and we will make reasonable efforts to accommodate your request before shipment.
Contact Us
If you have any questions regarding this Refund Policy, please contact us at:
Biocreama
A brand of Phlume Group
Dubai, United Arab Emirates