Refund policy

Effective Date: 7/20/2026

 

At Grether's Pastilles, we stand behind the quality of our products and want every customer to be completely satisfied with their purchase. We offer a 100% Satisfaction Guarantee on your first purchase* — if you're not happy with your product for any reason, we'll make it right with a refund, no return required.

 

Eligibility for Refunds When Ordered from Website

For most refund requests (see refund exceptions below), we do not require items to be sent back. If you're not satisfied with your purchase, contact us via email at inquiries@bioforceusa.com or via phone at 518-828-9111 within 30 days of delivery.

To be eligible for a refund on a website order, you must:

●       Contact us within 30 days of delivery

●       Include your order confirmation or proof of purchase

●       Provide a brief description of the reason for your request

●       For damage claims, please report the issue within 48–72 hours of delivery and include photos of the damaged product

Refund Exceptions

We reserve the right to require an item be shipped back to us before issuing a refund, request additional information, or decline a refund request, including situations such as:

●       The order was not delivered due to an incorrect shipping address provided by the customer

●       Large or bulk orders, which we review on a case-by-case basis

●       Suspected fraud or abuse, including a pattern of repeated or excessive refund requests from the same customer or account

●       Damage reported more than 48–72 hours after delivery, as we are unable to determine whether melting or damage occurred during transit or while in the customer's care

●       Items not purchased through Grethersusa.com or from Bioforce USA's Seller Account on Amazon

In these situations, a member of our customer service team will work with you directly to explain next steps before your request is resolved.

Eligibility for Refunds When Ordered from Amazon

Returns and refunds for items purchased on Amazon are handled through Amazon's standard return policy — see "How to Request a Refund or Return" below.

To initiate a return:

●       Log in to your Amazon account.

●       Go to Your Orders and find the item you'd like to return.

●       Select Return or Replace Items and follow the on-screen instructions to choose your reason for return.

Heat Sensitivity & Melting Policy

Grether's Pastilles are crafted with a delicate glycerin base that makes them sensitive to heat during the warmer months. Once packages leave our hands, exposure to high temperatures during transit or while in the carrier's care can cause melting. We strongly recommend:

●       Bringing your package indoors immediately upon delivery

●       Checking the weather forecast before placing an order during warmer months

●       Reporting any heat-related damage within 48–72 hours of delivery with photos for documentation

Damaged or Missing Items

If your order arrives damaged, or if any item is missing, please contact us immediately at inquiries@bioforceusa.com and we will replace or refund your item(s). Include your order number and photos of the damaged packaging or products. Please note that damage must be reported within 48–72 hours of delivery.

Contact Us

If you have any questions about your order, returns, or refunds, please reach out to: inquiries@bioforceusa.com or at 518-828-9111.

*Provided that the first purchase was not a large order, these cases will be evaluated on a case-by-case basis.