RETURN CONDITIONS
Return Policy Terms and Conditions
By using the website www.biosef.com and completing an order through our online store, you agree to these Terms and Conditions, including our Return Policy. This document outlines the conditions, timeframes, and procedures for returning or exchanging goods purchased from BIOSEF Ltd. Many of our products are available in limited quantities and sold exclusively online, so it is important to familiarize yourself in advance with the terms of return. All products—especially essential oils, carrier oils, extracts, concretes, absolutes, waxes, and hydrosols—are subject to strict hygiene regulations 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 the product was received. 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). Products with broken packaging seals cannot be returned due to hygiene and health concerns, unless a manufacturing defect is identified or the wrong item was delivered. In such cases, the customer is entitled to a free replacement or a full refund, including any delivery costs.
Returns are made at the customer’s expense unless the return is due to an error on our part. We recommend using a courier service with a tracking number, as we are not responsible for lost or damaged return shipments. Once the returned item is received and inspected, the refund will be issued using the same method of payment within 14 days. For any questions regarding the return process, feel free to contact us via email or phone during business hours. We reserve the right to update these terms and conditions, and any changes will be published on our website.
Return Procedure
The return process in our online store 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, where the system will automatically calculate the applicable return fee based on the selected courier and send you the necessary instructions. Alternatively, you may return the item using a courier of your choice, but it must be securely packaged and include a tracking number. In both cases, the cost of return shipping is at your expense unless the return is due to a manufacturing defect or an error on our part.
Once we receive the returned package, the product will be inspected to ensure it meets the return criteria. If everything is in order, we will issue a refund using the same payment method used for the original transaction. The original shipping fee and the return service fee (if you used our logistics provider) will be deducted from the refund amount. The refund process may take up to 14 calendar days after receiving and approving the returned item. If you have any questions about the procedure, you can contact us via email or phone, and 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 1–7 business days. If the order has already been shipped but is still in transit, 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 your order, or part of it, after delivery, you may do so within 14 days from the date of receipt. A refund will be issued only for the value of the returned products, provided that they are in their original packaging, unopened, and in unused condition. Please note that all shipping costs, including those for returning the products to us, are the responsibility of the customer.
For EU orders that cannot be delivered due to an invalid VAT or EORI number, we will refund the order amount minus the shipping fees and any additional transportation-related charges, after the goods have been returned to us.For more information about placing orders, specific order requirements, or available payment options, please contact our team by phone, through our contact form, via live chat, or by sending us an email.
Return Upon Receiving an Incorrect Product
The customer has the right to return a product at the moment of delivery if it is found to be incorrect. This right does not apply to products that have been opened, used, tested, or have broken, missing, or tampered original packaging, as well as those that cannot be returned due to hygiene or health protection reasons, such as essential oils, carrier oils, hydrosols, and other items at risk of microbiological contamination. All of our products are sensitive to external influences and improper storage, which makes them unsuitable for reuse or resale. Upon receiving the shipment from the courier, the customer may refuse it 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 between a full refund or a replacement with the correct item, and all additional shipping costs will be covered by us. To be eligible for return, 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 waybill. 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 also issue a full refund of the amount paid. In the event that the ordered product is unavailable, we will suggest a suitable alternative that meets your needs. If payment has already been made, the full amount will be reimbursed without delay. All shipments are handled by a reliable courier service that ensures fast and secure delivery. Please note that a delay in delivery cannot be considered valid grounds for canceling the order or requesting a refund. A personal signature is not required to confirm delivery—confirmation of successful receipt will be provided by the courier company. With these measures, we aim to provide the best possible service and ensure customer satisfaction.
Returns Due to Refusal of Delivery
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 and remain unclaimed, the courier returns them to our warehouse after the 7-day storage period expires. In such cases, a refund may be issued only after the goods are received and inspected, with all incurred costs deducted—this includes the original shipping fee, return charges, and any administrative or logistical expenses related to the unjustified refusal. The customer is entitled to a refund only if the product is returned in its original commercial condition and is not damaged during the return transit. In cases of frequent refusals, we reserve the right to decline future orders from the same customer or to require advance payment and confirmation. For further information or assistance in case you are unable to receive a shipment, please contact us immediately by phone or email.
Return of Incorrect Product
If you have received an incorrect product, you have the full right to return it within 14 days from the date of receipt, provided that it is in its original condition, unused, and in its original packaging. To proceed with the return, the item must be sent back in the same state in which it was delivered—free of damage, contamination, or missing components. The cost of returning the item is the responsibility of the customer and is non-refundable. It is also important to note that the original shipping fee will not be reimbursed. To ensure a smooth and clear process, we recommend that the customer contact us in advance to receive precise return instructions and confirmation. Each return is evaluated individually, and we reserve the right to decline a refund if the product does not meet the conditions outlined above. Our goal is to provide fair service and promptly correct any mistakes while maintaining a high standard of quality and transparent communication with our customers.
Returns of Damaged Products
If you receive a damaged, broken, or incorrect product, please notify us immediately upon delivery by sending clear photos of the packaging and the item itself, a brief description of the issue, and your order number so we can promptly review the case and offer an appropriate solution. All claims should be submitted via email or phone, and our ability to assist depends entirely on the accuracy of the provided information and the specific circumstances. Once we review the case and confirm the discrepancy, we will offer either a free replacement or a full refund, according to your preference. Please note that the cost of returning the item is the customer's responsibility, and the original delivery fee is non-refundable. All returns must be pre-approved by our team—items sent without prior notification will not be accepted. The customer is fully responsible for the condition of the returned goods during transit and assumes the risk of loss or damage until the product is received by our warehouse. By accepting these terms, you agree that proof of delivery does not require your personal signature—any signature from a person at the specified delivery address is considered valid. Our deliveries are handled by FedEx, and once the parcel is handed over to the courier, responsibility for the delivery timeframe lies solely with the courier company. Any potential delays do not constitute grounds for product returns or refunds. All costs related to product returns—including transportation, packaging, and service fees—are the customer’s responsibility unless otherwise explicitly agreed upon after our review. For any questions regarding returns and claims, please use the contact email provided. Our assistance will always be based on the accuracy and completeness of the information you provide to ensure the fastest and most effective service possible.
Payment Refunds
The customer is entitled to a full refund if a cancellation request is submitted before the order has been shipped or handed over to the courier. To exercise this right, the customer must notify the Supplier in writing—either by using the contact form on the website or by sending an email, including the order number and a clear request for cancellation. If the request is received in time and the order has not yet been processed for shipping, the Supplier will refund the full amount, including the product price and any applicable delivery charges, provided they have not yet been incurred or fulfilled.
Refunds are processed only after returned products are received and inspected. Once the inspection is completed, the customer will be informed whether the refund has been approved or denied. If the returned items are in satisfactory condition, the refund will be issued within 5–7 business days using the original payment method. Please note that any courier return costs may be deducted from the refunded amount.
It’s important to highlight that each refund is subject to a condition check of the returned products to ensure they meet the return eligibility criteria. This ensures a smooth and efficient refund process and guarantees fair and satisfactory service to all customers. If you have additional questions regarding refunds or would like to learn more about our terms, please contact us directly.
Customers may cancel an order by using the website, sending an email to our official contact address, or calling us by phone.