Refund policy

Damaged, wrong or missing items

If an item arrives damaged, you receive the wrong product, or your parcel does not arrive, contact us within 7 days of delivery (or of the expected delivery date) with your order number and photos. We will send the correct items again or refund you in full, at no cost to you.

Your right to cancel (EU consumers)

If you buy as a consumer, you can cancel your order within 14 days of receiving it, without giving a reason. Products must be unopened, with the crimp seal intact, and in their original packaging.

For health protection and hygiene reasons, products whose seal has been broken after delivery cannot be returned.

How to cancel

Email info@biotrixlabs.eu with your order number and the items you want to return, within the 14 days. You then have 14 days to send the items back to the address we give you. You pay the cost of returning them, unless they were faulty or wrong.

Refunds

We refund the price of the returned items and the original standard shipping cost within 14 days of your cancellation. We may wait until we have received the items back. Refunds go to your original payment method.

Business customers

Orders placed by businesses or institutions are not covered by the consumer right to cancel. Damaged, wrong or missing items are always replaced or refunded as described above.

Cancelling before dispatch

You can cancel an order free of charge until it has been dispatched. Email us with your order number and we will refund any payment in full.

Questions

Email us at info@biotrixlabs.eu or use our contact page.