Returns, Terms of Use and Privacy

Our Commitment to You

At Bionatal, we genuinely care about every customer and want you to be 100% satisfied with your experience and the products you receive. We take pride in the quality of our oils and the care we put into every order.

As a small business, however, we face real limitations when it comes to replacing packages that go missing after delivery. Unlike large corporations, we don’t have the resources to absorb every loss without first confirming what went wrong.

That’s why we’ve created a clear, fair process for returns, missing packages, and defective items. Your cooperation helps us continue offering premium products while keeping our prices fair and our service personal.

Please review the information below to understand how we handle these situations.

Read below Return Policy, Missing Package, Defective Items and International Orders. 

I. Return Policy

If by any chance you have received merchandise that is defective, damaged, or incorrect, kindly reach out to our customer service department immediately by email or phone to explore the most suitable approach for replacing your product. You can call 877 832-0034 or submit your request to support@bionatal.co

  • You have 10 calendar days to return any item from the date you received it. Received date is the date in which the package carrier states the package has been delivered through the Tracking Number.
  • Any returned item must have an order number, and proof of purchase from the buyer.
  • If the return is due to an error on our end or the customer wishes to exchange the product, we will provide a return shipping label via email. However, if the customer is returning the product because they no longer want it, they will be responsible for providing their own return shipping label.
  • Please ship the product back as soon as possible.
  • Returned requests will be processed within two business days.
  • Once we receive the returned item, it will be inspected and you will be notified of the status of your refund.

II. Missing Package 

At Bionatal, we strive to ensure every package is delivered promptly and securely. However, once an order is marked as delivered by the shipping carrier, it becomes the customer's responsibility to retrieve the package.

If your tracking number shows "Delivered" but you cannot locate your package, please follow the steps below:

1. Wait 5 Business Days
Occasionally, carriers mark packages as delivered before they actually arrive. Please wait up to 5 business days from the marked delivery date, as the package may still arrive within that time.

2. Check with Household Members and Neighbors
Confirm with family members, roommates, or neighbors in case someone else accepted or moved the package on your behalf.

3. Contact the Carrier Directly
Reach out to the delivery carrier (e.g., USPS, UPS, FedEx) to inquire about the delivery details. Ask for GPS coordinates or confirmation of where the package was left.

Replacement Consideration

Bionatal may issue a replacement package at our discretion.

Note: Bionatal is not responsible for packages lost due to incorrect address entries, unsecured delivery locations, or failure to follow the above procedures.

We appreciate your understanding and cooperation as we work together to resolve delivery issues effectively.

III. Leak Protection 

All BioNatal 16oz and 5oz branded glass bottles use the premium Stelvin® Closure System, recognized globally for its reliability in sealing oils and liquids. This system includes:

  • A secure plastic dropper inserted into the bottle neck
  • A stopper sealing the dropper hole
  • A metal cap with an individual tracking trace
  • A tamper-evident metal safety ring tightly affixed to the neck
  • A heavy-duty, liquid-proof shrink wrap over the cap

These components work together to protect the oil from leakage during transit and storage. If a customer believes the bottle is leaking, the following procedure must be followed:

  1. Do not open the bottle or remove the shrink wrap.
  2. Contact BioNatal customer service through the Contact Form on our website to schedule a video inspection.
  3. Be prepared to show the unopened bottle on camera during the video call.
  4. Repack the bottle securely in a carton box using the prepaid return label provided by BioNatal.
  5. Once received, BioNatal will inspect the item and determine whether a replacement is appropriate.

Important Notes:

  • No replacement or refund will be issued for 16oz or 5oz bottles unless the unopened bottle is returned to BioNatal.
  • This policy does not apply to bottles broken during shipping. If damage occurred in transit, BioNatal will issue a replacement.

IV. Defective Items or Returns Due to Our Error

We will send you a replacement order immediately.

Phone: 512 355-0631
Toll Free: 877 832-0034
Website: bionatal.co/pages/contact

 

International Orders 

1. Processing & Fulfillment Time

  • All international orders are processed within 2-4 business days (excluding weekends and holidays) after receiving the order confirmation email.
  • Customers will receive another notification when their order has shipped, including tracking information.

2. Delivery Timeframes

  • Average delivery time: 10 to 30 business days depending on the destination country, customs clearance times, holidays, and the local postal service. (Oceania and Africa  up to 65 days)
  • Maximum delivery timeframe: 45- calendar days from the shipping date. After this period (Oceania and Africa 75 calendar days), we may consider the package lost and proceed with a resolution (see section 6).

3. Shipping Carriers & Tracking

  • All international shipments are sent via USPS, DHL, or other international carriers with tracking.
  • Customers are responsible for tracking their shipment using the tracking number provided.
  • Bionatal does not control carrier delays, including those caused by customs inspections or weather disruptions.

4. Customs Duties, Import Fees, and Taxes

  • Bionatal does not cover customs duties, import taxes, or any additional fees charged by the destination country.
  • These charges are the responsibility of the customer and are not included in the shipping cost at checkout.
  • We recommend checking with your local customs office for more information prior to ordering.

5. Delivery Confirmation

  • Once the carrier marks the order as “Delivered,” Bionatal considers the package successfully delivered.
  • If a customer claims non-receipt despite delivery confirmation, the customer must contact their local postal service first.

6. Undelivered or Lost Orders

  • If an order has not been delivered within 45 calendar days, customers may contact us to investigate and file a missing mail claim.
  • If the investigation confirms the package is lost:
    • We may offer a one-time reshipment OR a refund, depending on the case and shipping insurance (if applicable).
    • No refunds or reshipments are issued for incorrect addresses provided at checkout or for unclaimed packages returned due to unpaid customs fees.
  • If a package goes unclaimed and is returned to us after 30 days, we’re happy to reship it once the additional shipping fee is paid via e-invoice. Alternatively, we can issue a refund for the product (shipping costs are not refundable).

7. Damaged Items

  • If a customer receives a damaged item, they must contact Bionatal within 5 days of delivery with photos of the packaging and product.
  • Depending on the situation, we may issue a replacement or partial refund.

8. Restricted Countries

  • Due to import restrictions or unreliable postal systems, Bionatal may not ship to certain countries. These are listed at checkout.
  • Orders placed to restricted countries will be canceled and refunded.

9. Customer Acknowledgment

By placing an international order with Bionatal, the customer agrees to the above terms and conditions.

Terms of Use

Effective date: July 2, 2025

Last Update: July 2, 2025

Welcome to Bionatal LLC (“Bionatal,” “we,” “our,” or “us”). By accessing or using our website www.bionatal.co, purchasing our products, or interacting with our services, you agree to be bound by these Terms of Use.

If you do not agree to these Terms, please discontinue use of our services and website immediately.

1. Use of Website and Services

You may use this website only for lawful, personal, and non-commercial purposes. You must be 18 years or older or have the consent of a parent or legal guardian. Unauthorized or unlawful use, including scraping, reverse engineering, or reselling our services or content, is strictly prohibited.

2. Account Registration and Security

To access certain services, you may be required to create an account. You agree to provide accurate, current information and keep your login credentials secure. You are solely responsible for all activities under your account.

3. Orders and Payments

By submitting a payment, you represent that:

  • You are authorized to use the payment method.
  • Charges may vary due to discounts, taxes, or promotions.
  • We (or our authorized third-party payment processor) may store your payment details for future transactions if you opt-in.

4. Intellectual Property

All content, logos, trademarks, and software on our site are the property of Bionatal LLC and protected by intellectual property laws. You may not reproduce, redistribute, or exploit our materials without written consent.

5. Prohibited Conduct

You agree not to:

  • Violate laws or third-party rights.
  • Upload malicious code or interfere with the website’s functionality.
  • Use our content without permission for commercial purposes.

6. Cookies and Tracking

We use cookies, pixels, and tracking technologies for essential site functions, performance analytics, and targeted advertising. By using our website, you consent to the use of these technologies in accordance with our Terms of Use and Privacy.

7. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for their privacy practices or content. Visiting those sites is at your own risk.

8. Disclaimer and Limitation of Liability

This site and all content are provided “as is.” We disclaim all warranties, express or implied. Bionatal shall not be liable for any indirect, incidental, or consequential damages arising from your use of the site or services.

9. Changes to Terms

We may update these Terms at any time. Updates will be posted on this page. Continued use of our website after any changes constitutes your acceptance of the new terms.

10. Governing Law

These Terms are governed by the laws of the State of Texas, United States.

11. Contact Us

If you have questions, contact us at:
support@bionatal.co