Complaints and Returns

I. Complaints Procedure

1. To submit a complaint, please complete the complaint form .

2. Please contact us at the following e-mail address: info@biogenlab.pll z subject: COMPLAINT, ORDER NO. , in order to send the form and speed up the evaluation of the complaint.

1. Terms of complaints

1.1 If a defect occurs in the purchased goods during the warranty period, the Buyer has the right to file a complaint about the defect.

1.2 The warranty applies only to manufacturing defects, material defects or incompleteness, but does not apply to normal wear and tear. A change in the condition of the product arising during the warranty period due to wear, improper use or intervention, inappropriate or inappropriate maintenance cannot be considered a defect.

1.3 The Buyer must notify the Seller of defects immediately after their detection, but no later than 24 months after receipt of the goods.

1.4 The Buyer has the right, in the event of a removable defect, to demand removal of the defect, replacement of the missing goods or a reasonable discount on the purchase price of the goods.

1.5 In the event of a defect that cannot be removed, the Buyer may demand a full refund of the purchase price.

1.6 Furthermore, it is not possible to complain about a defect in the goods of which the Buyer was aware before purchase or if a discount on the purchase price of the goods was granted due to the existence of the defect. The seller is not liable for any defect resulting from the nature of the item. If it is a defect that can be repaired, the buyer has no right to withdraw from the contract or exchange the goods.

1.7 The warranty cannot be applied in whole or in part in the following cases:

- expiration of the warranty period

- mechanical damage, unprofessional installation, unprofessional operation or neglect of routine care

- use of goods in conditions inconsistent with their environmental parameters for which they are intended or with other parameters established by the manufacturer

- the goods have been damaged by elements or power outages

- the goods have been damaged as a result of excessive load or use in violation of the conditions specified in the documentation.

2. Liability for defects and complaint handling

2.1 The Seller is liable for defects in the goods at the time of delivery.

2.2 Immediately after the Buyer discovers a defect in the goods, he should notify the Seller without undue delay to the e-mail address info@biogenlab.pl and send photographic documentation of the defect to the Seller by e-mail. If the Buyer does not notify about the defect without undue delay and continues to use the goods, the right to defective performance will not be granted.

2.3 The Buyer is obliged to describe in detail the defect or the reason for the complaint, document it photographically and follow the complaint procedure. For this purpose, the Buyer may use the Complaint Protocol, which can be found here.

2.4 The Seller is obliged to immediately make a decision regarding the complaint (acceptance or non-recognition of the complaint and the reasons for refusing to accept the complaint) within 30 days from the date of notification.

2.5 The Seller will then, after accepting the defect in the goods, decide to resolve the complaint by:
a) refund to the Buyer of part of the purchase price depending on the extent of the damage, and the Buyer may keep the goods
b) delivery of new goods to the Buyer, and the Buyer may keep the original goods.

2.6 If the Seller is unable to deliver new goods to the Buyer, the Seller will inform the Buyer about the method of compensation for the complaint.

3. Withdrawal by the Seller from the Purchase Agreement

3.1 Until the Buyer receives the goods, the Seller has the right to withdraw from the purchase contract without giving a reason, by informing the Buyer that he cannot deliver the goods and will refund the entire purchase price paid. The Seller is not liable for any damage caused to the Buyer as a result of withdrawal from the sales contract

II. Return Procedure

1.Return conditions

1.1. We have a 14 day returns policy, which means you have 14 days from receiving your item to return your order.

1.2. In order for an item to qualify for a return: The item must be returned in the same condition in which it was received. The item should be returned unused.
1.3. To start the return procedure, please contact us via the contact form on the website or by e-mail: info@biogenlab.pl
1.4. Please note that if the return is not due to our fault (quality problem, color difference or wrong shipment), customers are responsible for the return shipment. Once we receive your returned items and determine that they are suitable for a return (items are new, unworn, unwashed and unaltered, with all original interior garment tags), we will initiate a refund.
 
2. Refunds

2.1. We will notify you when we receive and inspect your return. We will then let you know if your return has been approved. If approved, you will receive an automatic refund to your original payment method.