Condiciones de devolución

CONDICIONES DE DEVOLUCIÓN

Return Policy Terms and Conditions

By using the website www.biosef.com and completing an order through our online store, you agree to these General Terms and Conditions, including our Return Policy. This document outlines the conditions, timeframes, and rules for returning or exchanging products purchased from "BIOSEF" Ltd. Many of our products are available in limited quantities and offered exclusively online, so it is important to review the return conditions beforehand. All products—especially essential oils, carrier oils, extracts, concretes, absolutes, waxes, and hydrosols—are subject to strict hygiene requirements and cannot be returned if they have been opened or used.

 

The right to return may be exercised within 14 calendar days from the date of receipt. To be eligible for a return, the product must be in its original packaging, unopened, unused, undamaged, and accompanied by proof of purchase (invoice or receipt). Items with broken seals or damaged packaging cannot be returned due to hygiene and health regulations, unless a manufacturing defect has been identified or an incorrect item has been delivered. In such cases, the customer is entitled to a free replacement or a full refund, including shipping costs.

 

Returns are at the customer’s expense unless the reason for return is an error on our part. We recommend using a courier service with tracking information, as we are not responsible for lost or damaged parcels during the return process. Once the returned item is received and inspected, the refund will be issued using the original method of payment within 14 days. If you have any questions about the process, feel free to contact us by email or phone during business hours. We reserve the right to update these terms, and any changes will be posted on the website.

 

Return Procedure

Our product return process is designed to be as convenient and transparent as possible for our customers. If you wish to return a purchased item, you must first submit a request using the return form available on our website or contact our team directly via email at sales@biosef.com. Once we receive your request, we will confirm it and provide you with detailed instructions for the next steps. The product must be returned in its original, undamaged packaging, unused, and accompanied by proof of purchase.

 

You may choose to use our return service, which automatically calculates the applicable fee based on the selected courier and sends you the necessary instructions. Alternatively, you can return the item using a courier of your choice, but it is important to ensure that the parcel is securely packaged and includes a tracking number. In both cases, return shipping costs are the responsibility of the customer, unless the return is due to a manufacturing defect or an error on our part.

 

Once we receive the returned parcel, we will inspect the item to ensure it meets the return conditions. If everything is in order, we will issue a refund using the original method of payment. The original shipping fee and the return service fee (if you used our logistics option) will be deducted from the refund amount. The refund process may take up to 14 calendar days after the returned product has been received and approved. If you have any questions regarding the procedure, feel free to contact us by email or phone — our team will be happy to assist you.

 

Order Cancellation

If you wish to cancel your order, please contact us immediately by phone or email. We will confirm the cancellation in writing and issue a refund within 1 to 7 business days. If the order has already been dispatched but is still en route to your location, we will attempt to stop the delivery by contacting the courier. In such cases, the shipping cost will be deducted from the total refund amount. If you decide to cancel all or part of your order after receiving it, you are entitled to do so within 14 days from the date of delivery. A refund will be issued only for the value of the returned products, provided they are in their original packaging, unopened, and in perfect condition. Please note that all shipping costs remain the responsibility of the customer, including those related to returning the products to us. For orders within the EU that cannot be delivered due to an invalid VAT or EORI number, we will refund the order amount minus the shipping charges and any additional transport-related fees once the returned goods have been received. For more information about placing an order, specific order requirements, or other payment options, please contact our team by phone, through our contact form, via online chat, or by sending us an email.

 

Return Due to Incorrect Product Received

The customer has the right to return a product at the time of delivery if it is determined that the received item is incorrect. Exceptions to this right include products that have been opened, used, tested, or have damaged, missing, or tampered original packaging, as well as products that cannot be returned for hygiene or health reasons—such as essential oils, carrier oils, hydrosols, and other items that are vulnerable to microbiological contamination. All products offered by us are sensitive to external factors and improper storage, making them unsuitable for reuse or resale. Upon delivery by the courier, the customer has the right to refuse the shipment in their presence if the product does not match the order or if the packaging is visibly damaged. In such cases, the customer may choose a full refund or a replacement with the correct product, and any additional shipping costs will be covered by us. For a return to be accepted, the product must be in its original, unopened, and undamaged packaging, must not have been used in any way, must have been stored and transported under appropriate conditions, and must be accompanied by proof of purchase—such as an invoice or shipping document. Any return that does not meet these conditions will not be accepted.

 

Product Replacement

If you receive an incorrect, damaged, or defective product, please contact us as soon as possible so we can promptly resolve the issue. In such cases, we will offer a free replacement and cover all associated costs. If you prefer, we can issue a full refund for the amount you paid. Should the ordered item be out of stock, we will suggest a suitable alternative that meets your needs. If payment has already been completed, the full amount will be refunded without delay. All shipments are sent via a reliable courier service that ensures secure and timely delivery. Please note that delivery delays cannot be used as grounds for order cancellation or refund requests. A personal signature is not required to confirm receipt; the courier company will provide confirmation of successful delivery. These measures are in place to ensure the best possible service and guarantee customer satisfaction.

 

Refusals and Unclaimed Orders

If the buyer refuses to accept the delivery or fails to collect the package from the courier service within the designated storage period, the order is automatically considered canceled. When the goods are not received by the buyer and remain unclaimed, the courier company returns the shipment to our warehouse after the 7-day storage period has expired. In such cases, a refund may be issued only after the returned goods are received and inspected, with deductions made for the initial shipping cost, return shipping fees, and any administrative or logistical expenses incurred due to the unjustified refusal. The customer is entitled to a refund only if the product is returned in merchantable condition and has not been damaged during return transit. In cases of repeated refusal to accept orders, we reserve the right to decline future orders from the same customer or require advance payment and confirmation. For additional information or to discuss possible solutions in case of delivery obstacles, please contact us immediately via phone or email.

 

Devolución de producto incorrecto

Si ha recibido un producto incorrecto, tiene pleno derecho a devolverlo dentro de un plazo de 14 días a partir de la fecha de recepción, siempre que se encuentre en perfectas condiciones, sin signos de uso y en su embalaje original. Para que la devolución sea aceptada, el artículo debe ser devuelto en el mismo estado en el que fue recibido, sin daños, suciedad o elementos faltantes. Los gastos de envío relacionados con la devolución del producto corren por cuenta del cliente y no son reembolsables. También es importante tener en cuenta que la tarifa de envío pagada inicialmente no será devuelta. Para que el proceso sea lo más claro y rápido posible, se recomienda que el cliente se ponga en contacto con nosotros para recibir instrucciones precisas y confirmación de la devolución. Cada devolución se evalúa individualmente, y nos reservamos el derecho de rechazar el reembolso si el producto no cumple con las condiciones mencionadas. Nuestro objetivo es brindar un servicio correcto y resolver los errores de manera oportuna, manteniendo al mismo tiempo un alto estándar de calidad y transparencia en la comunicación con nuestros clientes.

 

Devoluciones de productos dañados

En caso de que reciba un producto dañado, roto o diferente al solicitado, le rogamos que nos informe de inmediato al momento de la entrega por parte del mensajero, enviando fotos claras del embalaje y del producto, una breve descripción del problema detectado y el número de su pedido, para que podamos realizar una revisión rápida y ofrecer una solución adecuada. Todos los reportes deben enviarse por correo electrónico o por teléfono; nuestra capacidad de asistencia depende exclusivamente de la información proporcionada y de las circunstancias específicas. Una vez que revisemos el caso y confirmemos la discrepancia, le ofreceremos un reemplazo gratuito por un producto nuevo o el reembolso completo del importe pagado, según su preferencia. Tenga en cuenta que los gastos de devolución del producto corren a cargo del cliente y que el importe pagado por el envío inicial no será reembolsado. Todas las devoluciones se realizan únicamente previa aprobación por parte de nuestro equipo, y es imprescindible que el cliente nos notifique antes de enviar el producto; los artículos enviados sin previo aviso no serán aceptados. El cliente es completamente responsable por el estado del producto devuelto durante el transporte, así como por el riesgo de pérdida o daño hasta que lo recibamos en nuestro almacén. Al aceptar estas condiciones, usted confirma que no es necesario que usted personalmente reciba el paquete para que se considere entregado; basta con que otra persona en la dirección indicada haya firmado al recibirlo. Las entregas de nuestros productos se realizan a través de la empresa de mensajería FedEx, y una vez que el paquete ha sido entregado al transportista, la responsabilidad sobre el tiempo de entrega recae exclusivamente en este, por lo que posibles demoras no constituyen motivo válido para devolver el producto ni para solicitar un reembolso. Todos los costes asociados con la devolución de productos —incluyendo transporte, embalaje y tasas— corren a cargo del cliente, salvo que se haya acordado lo contrario tras la evaluación del caso por nuestra parte. Para cualquier consulta relacionada con devoluciones y reclamaciones, utilice la dirección de correo electrónico indicada; nuestra asistencia siempre estará en función de la exactitud y la integridad de la información que recibamos, con el objetivo de proporcionarle una atención rápida y adecuada.

 

Reembolso de pago

El cliente tiene derecho a un reembolso completo del importe pagado si solicita la cancelación del pedido antes de que este haya sido enviado o entregado para su envío. Para ejercer este derecho, el cliente debe notificar por escrito al Proveedor, utilizando el formulario de contacto del sitio web o enviando un mensaje a nuestro correo electrónico, indicando el número de pedido y su deseo de cancelarlo. Si la solicitud se recibe a tiempo y el pedido aún no ha sido procesado logísticamente, el Proveedor reembolsará el importe total, incluyendo el valor de los productos y los posibles gastos de envío, siempre que estos no se hayan cobrado ni ejecutado ya. El reembolso se efectuará después de la recepción e inspección de los productos devueltos. Tras la revisión de los artículos devueltos, le informaremos si el reembolso ha sido aprobado o denegado. Si los productos se encuentran en condiciones adecuadas, el reembolso se realizará en un plazo de 5 a 7 días laborables mediante el método de pago original. Es posible que el reembolso sea reducido debido a los costes asociados al servicio de mensajería por la devolución. Es importante destacar que cada reembolso está sujeto a una verificación del estado de los productos para garantizar que cumplen con los requisitos de devolución. Esto asegura un proceso de reembolso fluido y eficiente para todos los clientes, con el objetivo de proporcionar siempre una solución justa y satisfactoria. Si tiene preguntas adicionales sobre los reembolsos o desea más información sobre las condiciones, por favor contáctenos. Una vez recibidos e inspeccionados los productos devueltos, recibirá una notificación sobre la aprobación o rechazo del reembolso. Si todo está en orden, el reembolso se efectuará en un plazo de 5 a 7 días laborables por el método de pago original, descontando los cargos correspondientes (envío, devolución). Cancelación y anulación del pedido El cliente puede cancelar un pedido utilizando el sitio web, enviándonos un correo electrónico o contactándonos por teléfono.