怎么退，退多少，谁付运费 How to return, what you get back, who pays postage

一、什么情况可以退1. What can be returned

收货后 14 天内提出申请，且商品未拆封、瓶口封条完好、外包装无缺损、赠品与附件齐全，即可退货退款。 Ask within 14 days of delivery, with the product unopened, the bottle seal intact, the outer packaging undamaged and any gifts or inserts included, and we will take it back and refund you.

以下情况不受 14 天与未拆封条件限制，随时可以找我们处理，全部成本由我们承担： The following are not bound by the 14-day or unopened conditions — come to us whenever you notice, and we cover every cost:

• 发错商品、发错规格或数量不符Wrong product, wrong size or wrong quantity
• 运输破损、瓶身或封条在送达时已损坏Damage in transit, or a bottle or seal already broken on arrival
• 收到时已过保质期，或剩余保质期明显不足Past its expiry date on arrival, or with clearly insufficient shelf life left
• 批次检测出现问题，由我们主动召回A batch we recall ourselves because of a testing issue

二、什么情况不能退2. What cannot be returned

• 已拆封、已开瓶或封条已破坏的商品（我们无法确认其后续保存条件，不能再售给他人）Anything opened or unsealed — we cannot verify how it was stored afterwards and will not resell it to someone else
• 超过收货后 14 天才提出申请Requests made more than 14 days after delivery
• 因个人保存不当造成的受潮、变形、标签脱落Damp, deformed or unlabelled product caused by how it was stored after delivery
• 无法提供订单编号或购买凭证Cases where no order number or proof of purchase can be provided

拆封后觉得不合适、口感不喜欢、想换其他产品，都属于不能退的范围。这不是我们不通融，而是补剂一旦离开我们的控制链条就不能再进入销售，退货意味着整瓶销毁。 Opening a bottle and then deciding it is not for you, disliking the taste, or wanting a different formula all fall outside returns. This is not us being rigid: once a supplement leaves our chain of custody it can never go back into stock, so a return means destroying the bottle.

三、退货运费谁承担3. Who pays return postage

属于我方原因的——错发、破损、临期、召回——退货运费由我们承担，你把运费单据发给我们即可，我们随退款一并退回。 When the cause is ours — wrong item, damage, short shelf life, recall — we pay the return postage. Send us the receipt and we refund it together with the order.

属于个人原因的——不想要了、买重了、地址填错导致退回——退货运费由下单人承担，原订单已支付的运费不予退还。 When the cause is personal — you changed your mind, ordered twice, or the parcel came back because the address was wrong — the return postage is yours, and the shipping fee already paid on the original order is not refunded.

四、怎么申请4. How to start a return

1. 发邮件到 hi@biogeek.ai，写明订单编号、要退的商品和原因；如果是破损或错发，附上照片。Email hi@biogeek.ai with your order number, the item you want to return and the reason. For damage or a wrong item, attach photos.
2. 我们确认后回复退货地址与注意事项，请不要在收到确认前自行寄回。We confirm and reply with the return address and instructions. Please do not send anything back before you get that confirmation.
3. 按确认的方式寄回，保留快递单号。Send it back as agreed and keep the tracking number.
4. 我们收到并核验后 5 个工作日内发起退款，原路退回到你的付款方式。Once we receive and check it, we issue the refund within five business days, back to the payment method you used.

退款到账时间由发卡行或支付平台决定，通常还需要 3–10 个工作日，这一段不在我们控制范围内。 How long the money then takes to appear is decided by your bank or wallet — usually another three to ten business days — and that part is outside our control.

五、身体不适怎么办5. If a product does not agree with you

如果服用后出现不适，请立即停用并咨询医生。同时把订单编号、批次号和情况发邮件告诉我们——即使商品已拆封不符合退货条件，我们也需要知道，以便核对批次记录并跟进。 If you feel unwell after taking a product, stop and consult a doctor. Please also email us the order number, batch number and what happened — even when an opened bottle falls outside returns, we need to know so we can check the batch records and follow up.