Delivery, Returns & Refunds

Bien-Etre Ltd • Effective date: November 2025

We want your Bien-Etre experience to be effortless, from order to delivery — and equally clear if you need to return or request a refund. This page explains how we handle delivery, returns, and refunds so you always know what to expect.

Delivery

Where We Ship

Bien-Etre currently fulfils orders to a range of approved destinations. Available shipping regions and countries are automatically displayed at checkout based on your address. As our operations expand, additional markets may be added without prior notice.

Order Processing Time

Orders placed before 1:00 p.m. local time (based on the market of fulfilment) are typically processed the same business day. Orders placed after this time, or on weekends and public holidays, are processed on the next business day.

Delivery Timeframes

Estimated delivery time is 1–3 business days from dispatch. Timings may vary slightly depending on your location and courier performance, but we always aim to deliver within this window.

Shipping Fees

Shipping costs are displayed at checkout before payment is confirmed. From time to time, Bien-Etre may offer free or discounted shipping promotions — these will be clearly shown on the website.

Tracking & Delivery

All orders are shipped with trusted courier partners and include tracking. If you miss a delivery, the courier will attempt again or contact you to rearrange. If a parcel is returned to us due to an incorrect address or repeated failed delivery attempts, we can re-ship; additional shipping fees may apply.

Delivery Issues

If your order arrives damaged, incorrect, or missing items, please contact orders@bien-etre.ai within 48 hours of delivery and include photos where possible. If your parcel appears lost in transit, we’ll investigate with the courier. Once confirmed lost, we’ll offer a replacement or refund.

Returns

Eligibility Overview

  • Supplements may be returned unopened and sealed within 14 days of delivery for a refund, excluding original shipping fees.
  • Diagnostic test kits cannot be returned once opened or used, for hygiene and safety reasons.
  • Bundles and sets must be returned together, sealed, and unused.
  • Flexible subscriptions may be cancelled in line with your plan’s terms. Subscriptions with a minimum commitment, such as the NAD⁺ Optimisation Plan (three-month initial term), cannot be cancelled until the minimum period is completed. This will always be clearly displayed before purchase.

Bien-Etre reserves the right to refuse returns that do not meet these conditions or show signs of tampering.

Change-of-Mind vs Faulty

Change-of-Mind Returns

Change-of-mind returns are accepted within the stated window; return postage is paid by the customer.

Faulty / Damaged / Incorrect

For faulty, damaged, or incorrect items, Bien-Etre will cover reasonable return shipping or offer a free replacement.

How to Request a Return

  1. Email orders@bien-etre.ai with your order number, reason for return, and photos if relevant.
  2. We’ll reply with return instructions and a return authorisation if approved.
  3. Pack products securely, unopened and sealed, preferably in original packaging.
  4. Share the return tracking number so we can monitor progress.

Time Windows

  • Submit your return request within 14 days of delivery.
  • Ship the approved return within 7 days of receiving authorisation.

Refunds

When We Issue Refunds

Refunds are processed once returned items have been received and inspected. If approved, refunds are issued within 5–10 business days to your original payment method. Your bank or card provider may take additional time to post funds.

What’s Refundable

  • The product price of approved returned items.
  • Shipping fees are not refundable unless the return is due to a Bien-Etre error, such as a damaged, incorrect, or lost order.

Partial Refunds

We may apply a partial refund if items are returned opened, used, not in original condition, missing parts or promotional items, or returned outside the stated window where legally permitted.

Exchanges

We don’t offer like-for-like exchanges at this time. Please follow the returns process for a refund and place a new order for the item you’d like.

Subscriptions — Quick Summary

  • Manage your subscription anytime via your Bien-Etre account.
  • Minimum-term plans, such as the NAD⁺ Optimisation Plan (initial three months), cannot be cancelled before the term ends and are clearly labelled before purchase.
  • For flexible plans, cancel at least five business days before your next billing date to avoid the upcoming charge.

Need Assistance?

If you have any questions about delivery, returns, or refunds, our team is here to help.

Email: orders@bien-etre.ai

More Questions?

Can I return an opened supplement?

No. For safety and product integrity, supplements must be unopened and sealed.


My test kit seal is broken—can I return it?

No if opened/used. If it arrived damaged, contact us within 48 hours.


Do you refund delivery fees?

Not for change-of-mind returns. We refund shipping if we made an error or the item arrived damaged/incorrect.


How long will my refund take?

5–10 business days after we receive and inspect your return, plus your bank’s posting time.


What if my parcel is lost?

  • We’ll investigate with the courier. If confirmed lost, we’ll replace or refund.