Fair & Transparent Refunds
A clear framework for cancellations, personalised products, digital access, physical goods and approved remedies.
Clear
Written to explain expectations in understandable language.
Fair
Designed to protect both users and the MICROBA ecosystem.
Secure
Supported by reasonable account and transaction safeguards.
Current
May be updated as services and requirements evolve.
1. Scope of this policy
This policy explains when an order may be cancelled, returned, replaced or refunded. Mandatory consumer rights under applicable law are not excluded.
2. Personalised formulations
Personalised formulations are prepared for a specific individual using submitted details, location, date, quantity or other selected inputs. Once preparation or processing begins, these orders are generally non-refundable unless required by law or MICROBA made a verified fulfilment error.
3. Digital products and memberships
Digital downloads, generated certificates, personalised outputs, memberships and account entitlements are generally non-refundable after access, download, generation or activation has occurred, except where the content is materially defective or the law requires a remedy.
4. Physical products
For eligible physical goods, contact MICROBA promptly if an item arrives damaged, defective, materially different from the order or incorrect. Evidence such as photographs, packaging details and the order number may be requested.
5. Change-of-mind returns
Change-of-mind returns are not guaranteed. Where accepted, goods must normally be unused, unopened, in original condition and returned within the period stated for that product. Return delivery costs may be the customer’s responsibility.
6. Order cancellation
A cancellation request must be made before processing, personalisation, dispatch or digital generation begins. Submission of a cancellation request does not guarantee cancellation.
7. How to request a remedy
Contact MICROBA through the official Contact page with your order number, account email, reason for the request and supporting evidence. Do not send full payment card details.
8. Refund timing
Approved refunds are returned through the original payment method where reasonably possible. Bank and payment-provider processing times may vary after MICROBA releases the refund.
9. Affiliate commissions and rewards
Where an order is refunded, reversed, charged back, fraudulent or cancelled, related affiliate commissions, rewards, wallet credits or qualification values may be reversed or adjusted.
10. Non-returnable items
Items that may be excluded include personalised products, opened consumables, digital content already accessed, memberships already activated, gift cards, clearance items and products unsuitable for resale for hygiene or safety reasons, subject to mandatory law.
11. Return shipping and risk
Do not return an item without receiving return instructions. The sender remains responsible for appropriate packaging and proof of shipment until the return is received.
12. Consumer protections
Nothing in this policy removes rights that cannot lawfully be excluded. Where this policy conflicts with mandatory consumer law, the mandatory law prevails.
We are here to help.
Contact MICROBA if you need clarification about this policy or a specific transaction.