Refund policy

5.1 Your rights

Nothing in this policy limits mandatory consumer rights. The EU/UK withdrawal terms in section 5.7 apply where the relevant law applies. Other mandatory local rights prevail over conflicting wording.

5.2 Voluntary returns

Outside applicable statutory withdrawal rights, we do not offer a general change-of-mind return policy. Exceptions agreed by us are voluntary and their conditions will be confirmed in writing. An opened pouch or used sticker does not remove rights concerning a defect or other non-conformity. We do not automatically reject a statutory withdrawal merely because the outer pouch has been opened; any lawful diminished-value deduction is assessed under section 5.7.

5.3 Faulty or incorrect goods

Email support@besuro.com with your order details and a description of the issue. Please report visible damage, shortages or incorrect items within seven days where possible to assist investigation; this is not a deadline for statutory claims or later-discovered defects. We may request reasonable evidence, but photographs are not always required or sufficient. We provide the repair, replacement, refund or other remedy required by law. For Australian consumers, major failures entitle you to choose a refund or replacement, with other applicable remedies preserved. Minor failures are handled within a reasonable time under the Australian Consumer Law.

5.4 Stopping shipment

Contact us promptly to request cancellation before dispatch. We will try to stop packing or shipment where operationally possible. Dispatch does not remove any statutory withdrawal, cancellation or refund rights.

5.5 Refund processing

Refunds are made to the original payment method unless a lawful alternative is agreed, without a refund-processing fee. For ordinary approved refunds outside section 5.7, our target is to initiate payment within seven business days after entitlement and any necessary reasonable assessment are established, or sooner where law requires. Assessment will not be used to postpone statutory deadlines. Your payment provider may take additional time to post the credit.

5.6 Return arrangements

Contact us for return instructions at BESURO, care of GERMONIZER PTE. LTD., 39 Woodlands Close, #08-63, MEGA@Woodlands, Singapore 737856. Our authorisation process does not prevent a valid statutory withdrawal notice. For faulty, damaged or incorrect goods, we arrange or reimburse reasonable necessary return costs as required by law. For voluntary returns, the agreed conditions govern costs. For statutory change-of-mind returns, the customer bears direct return costs only where law permits and this was disclosed before purchase.

5.7 EU and UK distance purchases

Where EU or UK statutory withdrawal rights apply, you may cancel without giving a reason within 14 days after you or your nominated recipient receives the goods. For goods from one order delivered separately, the applicable period generally begins on receipt of the last item. Tell us by an unequivocal statement, including by email, before the deadline. Send the goods back within 14 days after notifying us. We reimburse payments, including the least expensive standard outbound delivery offered for the order, within 14 days after receiving your withdrawal notice. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first. Premium delivery upgrades need not be refunded. You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where law permits. Using a test may affect its value, but any deduction must be lawful and justified. Faulty-goods rights remain separate. Any longer period or additional protection required by local law applies.