Refund policy

Returns, Refunds & Product Use Policy

This policy applies to consumer purchases made directly through the Biosyntria webshop. Marketplace purchases should be returned through the relevant seller.

It reflects the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 and applicable product liability law. Your statutory rights remain unaffected.

1. Cancelling your order

For eligible online purchases, you may cancel without giving a reason within 14 days after the day you receive your goods. For goods delivered separately under one order, the period generally runs from receipt of the last item.

Notify us at [email protected] with a clear cancellation statement and your order number or other proof of purchase. You must then send the goods back within 14 days of notifying us.

Please contact us for return instructions. Your statutory cancellation right does not depend on our approval.

2. Return condition and costs

You may reasonably inspect goods to establish their nature, characteristics and functioning, as you would in a shop.

Please return all supplied components and accessories, securely packed, using the original packaging where possible. For change-of-mind returns, you pay the direct return delivery costs. Retain proof of postage.

Where permitted by law, we may reduce your refund to reflect actual loss in value caused by excessive use, customer-caused damage, missing components or handling beyond reasonable inspection. We will explain any deduction. Opening ordinary packaging does not automatically justify a deduction, and we do not impose a standard restocking fee.

3. Health and hygiene exceptions

The statutory cancellation right does not apply to sealed goods that genuinely become unsuitable for return for health protection or hygiene reasons once unsealed after delivery, under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

Where applicable, we identify the relevant hygiene seal and explain this exception before purchase. We do not automatically exclude every opened or skin-contact product.

This exception does not remove rights concerning faulty, unsafe or misdescribed goods.

4. Refunds

For a valid cancellation of the whole order, we refund the product price and our least expensive standard outbound delivery charge. Premium delivery supplements are not refundable under the statutory cancellation right.

Refunds are issued without undue delay, within 14 days of receiving the goods back or evidence of their return, whichever is earlier. Where we offer collection, the statutory deadline applicable to collection applies.

Refunds use the original payment method unless expressly agreed otherwise, without a refund processing fee.

5. Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described.

You normally have 30 days to reject goods that fail to meet these requirements. After that, repair or replacement is generally the first remedy. A price reduction or final rejection may be available if the statutory conditions are met.

For repair and replacement claims, faults appearing within six months are generally presumed to have existed at delivery, subject to the legal exceptions. Rights may continue beyond six months and are not limited by a commercial warranty.

Contact us promptly with your order details and a description of the problem. Photos or videos can help, but are not an absolute condition of a valid claim. We arrange or cover reasonable necessary return costs for qualifying faulty, damaged or incorrectly supplied goods.

6. Correct use and customer-caused damage

Read and follow the product’s instructions, warnings, contraindications, treatment limits and care requirements.

We are not responsible for damage or loss caused solely by misuse, unauthorised modification, incompatible accessories or failure to follow reasonable instructions. Such damage is not an inherent product fault.

This does not exclude responsibility for defective products, inadequate instructions, our negligence or any liability that cannot legally be excluded.

7. Sensitivities and allergic reactions

Individual sensitivities to ingredients or product materials may occur. Review the available ingredient, material and suitability information before use, and follow any product-specific testing instructions.

Stop using the product if irritation or a suspected allergic reaction occurs. Seek appropriate medical advice and contact us with the product and order details.

A reaction does not automatically establish a defect or entitlement to a refund. We assess each concern individually, including product safety, labelling, description and applicable consumer rights. This clause does not exclude liability for a defective product, inadequate warnings or negligence.

8. Individual results

We do not guarantee identical results for every user or a particular personal outcome unless expressly stated in a specific guarantee.

Experiences may vary with individual characteristics, starting condition, consistency of use, lifestyle and other relevant factors.

This does not override specific product claims, agreed purposes or statutory requirements relating to quality, fitness for purpose and description.

9. Sale items and international orders

Discounted products have the same statutory rights as full-price products, including products discounted by 40% or more.

Mandatory consumer protections applicable to international purchases remain unaffected. Contact us for international return instructions and describe returned goods accurately on customs documents.

10. Contact and Cancellation Form

Biosyntria Limited
Email: [email protected]
Return address: 33 The Glen, NG11 8BQ, Nottingham, UK.

Please contact us for return instructions before sending your parcel. Your statutory cancellation right does not depend on our approval.

You may cancel using any clear statement or this optional form:

“I/We give notice that I/We cancel the purchase of the following goods:

Product(s):
Order number:
Ordered on / received on:
Customer name and address:
Date:
Signature, if submitted on paper:”

11. Governing Law and Jurisdiction

This policy and consumer purchases made through the Biosyntria webshop are governed by the laws of England and Wales.

The courts of England and Wales have non-exclusive jurisdiction over disputes arising from these purchases. This does not affect any mandatory right you have to bring proceedings in the courts of your country or place of residence, or any mandatory consumer protections that apply to you.

Any proceedings brought by Biosyntria against a consumer will follow the applicable jurisdiction rules.