Refund Policy
This Refund Policy (“Policy”) governs the terms under which refunds or replacements may be issued by Bugvaya, LLC (“Bugvaya,” “we,” “us,” or “our”) for products purchased through our website at https://bugvaya.com (the “Site”).
1. 30-Day Satisfaction Guarantee
If you’re not happy with your Bugvaya product, you may return it for a refund within 30 calendar days of the delivery date. Because our products are personal care formulations applied directly to the skin, the following conditions apply:
- Bottles that have been significantly used are not eligible for a refund. A bottle is considered significantly used when more than approximately 20% of its contents have been dispensed. This threshold protects the integrity, safety, and hygiene of our formulations and keeps the guarantee sustainable for everyone.
- You are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect (see Section 2).
- To start a return, email us at hello@bugvaya.com with your full name, order number, and the reason for the return. We’ll reply with return-shipping instructions.
- Once we receive and inspect the returned item, we’ll notify you by email whether your refund has been approved. Approved refunds are issued to the original payment method.
Bugvaya reserves the right to deny a refund if the returned bottle falls outside these conditions (for example, returned after the 30-day window, or returned with the majority of product used).
2. Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged, defective, or not what you ordered, we’re happy to make it right.
To be eligible for a replacement or refund:
- You must contact us within 7 calendar days of the delivery date.
- You must email us at hello@bugvaya.com with:
- Your full name and order number
- A description of the issue
- Clear photos showing the damage, defect, or incorrect item (including packaging, if applicable)
Once your request is reviewed, we will notify you via email regarding whether your refund or replacement has been approved. Bugvaya reserves the right to deny any claim that lacks sufficient evidence or falls outside the 7-day notification window.
3. Lost or Stolen Packages
If your order is marked as delivered but is missing or suspected stolen, please:
- Verify your shipping address at the time of purchase
- Check with neighbors or your local postal carrier
While we are not responsible for items lost or stolen after delivery confirmation, we will do our best to assist you. Please reach out to hello@bugvaya.com, and we’ll help troubleshoot where possible.
4. Refunds (If Applicable)
If your request is approved, we will initiate a refund to your original method of payment. Please note:
- Refunds may take 5–10 business days to appear on your statement depending on your bank or card issuer.
- Shipping costs are non-refundable unless the item was damaged or incorrect due to our error.
5. Exchanges or Replacements
If your item is approved for a replacement (rather than a refund), a new product will be shipped to the same shipping address on file. Tracking information will be provided once the replacement order is dispatched.
6. Preorders and Limited Runs
If your item was part of a preorder, soft-launch batch, or limited run, replacements may be subject to availability. In cases where a replacement is not possible, a full refund will be issued to your original payment method.
7. Policy Changes
We reserve the right to amend or update this Refund Policy at any time without prior notice. The date at the top of this page reflects the most recent revision. Your continued use of our Site constitutes your agreement to the current version of this Policy.
8. Contact Information
Bugvaya, LLC
Email: hello@bugvaya.com