TERMS OF ORDERS
Order Terms and Conditions
Once an order is placed, the buyer will automatically receive an email confirmation containing an exact copy of the order. This confirmation includes the billing and shipping addresses, as well as any special courier instructions provided to us at the time of the order. The email will be sent to the email address registered in the buyer’s account, and it is the buyer’s responsibility to check their inbox for this confirmation. In case of any errors or discrepancies in the information, the buyer must notify us as soon as possible so that we can make the necessary corrections. Occasionally, emails may be filtered as SPAM, so it is advisable to check the junk or spam folder as well. If for any reason the buyer is unable to reach us during business hours, we recommend using the email address sales@biosef.com. For convenience and faster handling of inquiries, please always include the order number in your email correspondence. The supplier reserves the right to cancel an order if it is found that the provided data is incorrect or incomplete. In such cases, the supplier will inform the buyer about the missing or incorrect information, and if the necessary details are not received within 3 business days, the order will be cancelled as it cannot be fulfilled.
Order Processing
Order processing is carried out from Monday to Friday, between 9:00 AM and 4:00 PM Bulgarian time, excluding official public holidays. To begin processing an order, it must be confirmed and payment must be made in full. Once the order has been processed, the buyer will receive the invoice for the goods electronically, which will be uploaded to their customer profile or sent to the specified email address. This ensures that every order is handled in accordance with the client’s needs and requirements, while providing quick and convenient access to the necessary documents.
Order Cancellation and Refunds
Every customer has the right to cancel their order at any time, provided that the order has not yet been shipped. To exercise this right, you must contact us via email or phone to notify us of your intention to cancel the order. Upon receiving your request, we will confirm the cancellation in writing and refund the paid amount using the same payment method. This provides our customers with convenience and security when shopping, allowing them to feel confident that they will receive the necessary assistance if changes are needed. Refunds will be processed as quickly as possible to ensure customer satisfaction and proper service.
Cancellation of a Shipped Order
If you have placed an order but for some reason decide to cancel it, please note that we will attempt to stop the delivery if the order has already been shipped but not yet delivered. However, in this case, please be aware that if we successfully stop the delivery, the cost of the shipping fees will be deducted from the amount refunded. This deduction covers the courier service expenses that have already been incurred, even if the order did not reach you. Everything will be handled as quickly as possible and in accordance with our refund policy.
Order Return After Receipt
Returning an order after receipt is a simple and convenient process that allows you to return all or part of the received order within 14 days from the date of receipt. To return the products, it is important that they remain unopened, unused, and in their original commercial packaging to preserve their value and be accepted back. The costs of returning the goods are borne by the customer, and the initial delivery fee is non-refundable. For your convenience, you can also use our return service through your profile. The fee for using this service will be automatically calculated and depends on the selected courier service. The possibility of easy returns and clear return conditions provides you with additional peace of mind when shopping, ensuring that you can exercise your right of withdrawal if needed.
Refunds
Once we receive the returned goods and confirm their condition, we will process a refund for the corresponding amount using the original payment method. The refund will be made after deducting the shipping fees for both sending and returning the goods. In cases where an invalid EORI number or VAT number is provided for orders within the EU and the order cannot be delivered, the refund will be issued after the return of the goods, with transportation and handling costs deducted from the refunded amount. To avoid delays or inconveniences, please ensure that the provided EORI and VAT numbers are accurate and up to date.
Product Replacement
If you receive an incorrect, damaged, or defective product, please contact us as soon as possible to ensure a prompt resolution. In such cases, we will offer you a free replacement of the product, covering all costs associated with this process. Alternatively, if you prefer, we can issue a full refund of the amount you have paid. If the ordered product is not available, we will offer you a suitable alternative that meets your needs. If payment has already been made, the full amount will be refunded without delay. All shipments are sent via a reliable courier service that guarantees security and speed of delivery. Please note that delivery delays cannot be used as grounds for order cancellation or refund requests. Proof of delivery does not require the customer’s personal signature; confirmation of successful receipt of the goods will be provided by the courier company. These measures are designed to ensure the best service and guarantee customer satisfaction.
Out of Stock Products
We strive to keep our website up to date, but occasionally an item you have ordered may be out of stock. In such cases, the item will be deducted from the final invoice, and the amount paid will be refunded to the original payment method within 1–7 business days. If your order contains an out-of-stock item, we will contact you to offer the option to choose an alternative product. To facilitate this process, we recommend providing up-to-date contact information when placing your order, including a phone number and email address. If you wish to be notified about out-of-stock items, you may indicate this in the “Special Instructions” field at checkout. Additionally, you can reach us via email, the contact form on our website, or by phone. If you have ordered a product that is out of stock, we will refund the full amount according to our refund policy. We make every effort to complete all refunds within the specified timeframe, but please note that during busy period processing may take a little longer.
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 refund the amount paid within 1–7 business days. If the order has already been shipped but is still en route to your location, we will contact the courier to stop the delivery. In this case, the shipping fee will be deducted from the total refund amount. If you decide to cancel the entire order or part of it after receipt, you have the right to do so within 14 days from the delivery date. Refunds will be issued only for the value of the products, provided they are in their original packaging, unopened, and in undamaged condition. Please note that shipping costs remain the responsibility of the customer, including those for returning the products to us. For orders within the EU that cannot be delivered due to an invalid tax number or EORI number, we will refund the order amount after deducting shipping costs and any additional transportation fees, once the returned goods are received. For more information regarding the ordering process, special order requirements, and other payment options, please contact our team by phone, via our contact form, using the online chat, or by sending an email.
Return Policy
By using the website www.biosef.com, you agree to our general terms and conditions, including this return policy. Please read it carefully before placing an order. These terms regulate the procedure and rights related to the return of goods purchased from our online store. Some products and services offered by us are exclusively available online and may be limited in quantity. Returns or exchanges are only possible in accordance with the product return conditions. If you decide to return a purchased product, please note that the product must be in its original packaging, sealed, and unused in order to be eligible for return or exchange. If you have any questions regarding product returns, please do not hesitate to contact us for further information or guidance on the process.
Right of Withdrawal
The consumer has the right to withdraw from the order within 14 days from the day the order was dispatched, without providing any reason, in accordance with the Consumer Protection Act. This means that if you decide to cancel your purchase, you can do so within a 14-day period starting from the date your order was sent. However, there are certain exceptions to keep in mind when attempting to return a product. Products that have been opened, tested, or used are not eligible for return. Additionally, products with broken or missing original packaging cannot be returned. Furthermore, due to hygiene or health reasons, certain goods cannot be returned once opened. All products offered are susceptible to microbiological contamination and exposure to external factors, which renders them unsuitable for resale, even after short-term storage outside a controlled environment. This is extremely important to ensure the safety and quality of the products you receive. If you have any questions or need further information, please do not hesitate to contact us.
Return Conditions
The conditions for product returns are clear and must be strictly followed for the return process to be successful. To accept a product return, it must meet several key criteria. First, the product must be in its original, unopened packaging, meaning it has not been opened or used. Additionally, it must have been stored and transported under appropriate conditions to ensure it has not sustained any damage or deterioration in quality. To verify the purchase, the product must be accompanied by proof of purchase—this can be an invoice or a delivery note. It is also important that the product has not been used or opened in any way to ensure it remains in a condition that meets the return standards. Products that do not meet these requirements cannot be accepted for return.
Return Procedure
The return procedure is simple and convenient. To return a product, please complete the return form available on our website. Once we confirm your request, you will need to send the goods back via courier. Please use our product return service, which will automatically calculate the return shipping fee. If you prefer, you may choose another courier service for the return, but in that case, the return shipping costs will be at your expense. Once we receive and inspect the returned product, we will refund the amount due using the original payment method, deducting the shipping fee. This is our return policy designed to provide you with a convenient and secure shopping experience.
Refunds
Refunds are processed after receiving and inspecting the returned goods. Following the inspection of the returned products, we will inform you whether the refund has been approved or denied. If the goods are in proper condition, the refund will be issued within 5–7 business days using the original payment method. Refunds may be reduced due to courier fees incurred for the return shipping. It is important to note that for every refund, a thorough inspection of the goods is conducted to ensure they meet the return requirements. This guarantees a smooth and efficient refund process for all customers, aiming to provide a fair and satisfactory resolution. If you have any further questions regarding refunds or wish to learn more about the terms, please do not hesitate to contact us.
Ordering the Wrong Product
If you have received the wrong product, you have the full right to return it within 14 days from the date of receipt, provided that it is in an intact condition, showing no signs of use, and in its original packaging. To process the return, the goods must be returned in the same condition as they were received—without damage, contamination, or missing components. The costs associated with transporting the goods back to us are borne by the customer and are non-refundable. Additionally, please note that the original shipping fee is not refundable. To ensure a clear and swift process, it is recommended that the customer contacts us to receive precise instructions and confirmation for the return. Each return is handled individually, and we reserve the right to refuse a refund if the product does not meet the above conditions. Our goal is to provide fair service and correct errors promptly while maintaining a high standard of quality and transparency in communication with our customers.
Receiving a Damaged or Broken Product
If you receive a damaged or broken product, please notify us immediately upon delivery by the courier. Send photos of the package clearly showing the damage, include a brief description of the issue, and provide your order number so that we can conduct a prompt and accurate investigation. Once we receive the necessary information and complete the inspection, we will offer you either a free replacement with a new product or a full refund of the amount paid, depending on your preference. Please note that the costs of returning the goods are the responsibility of the customer, and the fee paid for the original delivery is non-refundable. For faster and more accurate communication, please contact us via email with all relevant details so we can handle your case as efficiently and carefully as possible.
All product returns are carried out only after prior approval from our team, and it is mandatory for the customer to notify us before sending the items back — otherwise, the products will not be accepted. The customer assumes full responsibility for the return shipment, including the risk of damage or loss during transportation until the goods are received by our supplier. All costs related to the return process are fully borne by the customer. By accepting our terms, you confirm that proof of delivery does not require confirmation that you personally accepted the shipment — it is sufficient for any person present at the specified delivery address to have signed for its receipt. Our product deliveries are made through the courier company FedEx. Please note that any delays on the courier’s part do not constitute grounds for returning the goods or refunding the amount paid. For inquiries related to returns, please use the provided email address. Our assistance will always be tailored to the information provided and the specific circumstances.