Return and Exchange Policy – BiotaxX
1. Return and exchange of products in good condition
In accordance with European Union legislation and the right of withdrawal (Directive 2011/83/EU), the customer has the right to withdraw from the contract within 14 calendar days after receiving the order, provided that the product has not been used and the packaging remains intact.
Food supplements are considered sensitive products and, for health and hygiene reasons, cannot be returned once their integrity has been compromised.
2. Return and exchange of defective products
If the product is delivered with a manufacturing defect or damaged during transport, the customer must contact our support service within 7 calendar days after receiving the order via email: mail@biotaxx.com
We may request photos of the damage or the return of the product for verification. After confirmation of the defect, a refund will be issued or a replacement unit sent, according to the customer’s choice.
3. Exclusions from returns and exchanges
Returns are not possible in the following cases:
4. Return and refund procedure
After confirmation by customer support, the return address will be provided.
Refunds will be issued using the same payment method used for the purchase, within 14 calendar days after receipt and verification of the returned product.
Return shipping costs are the responsibility of the customer, except in cases of defect or shipping error.
In cases where delivery was offered free of charge, the actual shipping and return costs may be deducted from the refund amount.
5. Uncollected orders
If the customer does not collect the order at the pick-up point indicated in the confirmation email or does not accept delivery by the courier at the address provided at checkout, and the order is returned to the sender, this will be considered a failure to fulfil obligations on the part of the consumer.
In such cases, no automatic refund will be issued.
The customer may request contract termination, and a refund will only be made after the returned products have been received and with deduction of the actual transport costs (shipping + return).
6. Responsibility for errors in contact details
If the customer provides an incorrect delivery address, email, or phone number when placing the order, responsibility for failed delivery lies with the customer.
Refunds will only be issued after the returned products have been received and with deduction of the actual transport costs (initial shipping + return).
7. Retention period for uncollected orders
If the order is not collected and the customer does not get in touch within 30 calendar days after the return to the sender, the order will be considered completed, and the seller’s obligations will be deemed fulfilled.
8. Contact information
To start a return or exchange process, please contact our support service:
Email: mail@biotaxx.com
Website: www.biotaxx.pt
