Right of return

The right of withdrawal gives you 14 days to return goods ordered from the BioValik.ee online shop without giving a reason. Here you can find out under what conditions we accept returns, how to submit a withdrawal notice and when we will refund your money.

Right of return and return policy

For goods purchased from the BioValik.ee online shop, you have a 14-day right of withdrawal, which begins upon physical receipt of the goods.

1. When returning goods to the seller, the following conditions must be observed:

• Returned goods must be unused, undamaged and sealed in their original packaging (this does not apply to goods returned due to defects).
• The goods must not have been damaged through the buyer’s fault.
• The goods must be unused and in a condition fit for sale (with undamaged labels, protective film, etc.) (this clause does not apply if goods with defects are returned);
• The product being returned must be complete (containing all items included in the product packaging – leaflets, loose parts, etc.).
• The buyer must store the goods in accordance with the storage conditions specified by the manufacturer.

2. The seller reserves the right to refuse to accept returned goods if the buyer does not comply with the returns policy set out at 1.

3. If, upon receipt of the returned goods, the Seller discovers that they have become unsuitable for resale for reasons of hygiene or health protection, the Seller shall inform the Buyer of this, giving reasons and doing so without delay, shall refuse to refund the payment for that specific item, and shall return the goods to the Buyer at the Buyer’s expense, unless the Buyer has agreed otherwise.

4. Products that are not suitable for return for health or hygiene reasons are excluded from the right of return if the product has been opened by the Buyer after delivery (e.g. plasters in sterile packaging, products with safety seals, etc.).

5. The buyer must store the goods in accordance with the storage conditions specified by the manufacturer. Any deterioration of the product resulting from a breach of this obligation will be deducted from the refundable amount as a reduction in value, and BioValik OÜ shall not be held liable for any resulting defect.

How the right of return works

6. The Buyer has the right to submit a notice of withdrawal electronically (via the ‘Withdrawal’ button), which is available in the Buyer’s user account alongside the relevant order. If the purchase was made as a guest (without a user account), information regarding the right of withdrawal and the relevant link to the electronic withdrawal form will be provided in the order confirmation email. The Seller shall confirm receipt of the notice of withdrawal on a durable medium (e.g. by email).

7. Goods must be returned no later than 14 days from the date of submitting the notice of withdrawal to the following address: ‘BioValikOÜ’, Tallinn, Lasnamäe district, Peterburi tee 46, 11415, Harju County, or to the nearest parcel locker to this address, or to another location agreed between the Parties.

8. The direct costs of returning the goods shall be borne by the Buyer, unless the Seller has previously agreed otherwise in writing or on a durable medium, or has undertaken to bear these costs.

9. If the Buyer withdraws from the contract, the Seller shall refund to the Buyer all payments received under the contract, including the price of the goods and the standard delivery costs incurred by the Buyer in connection with the delivery method offered by the Seller.

10. Should the Buyer exercise their right of withdrawal after the goods have been dispatched or received, the terms and conditions set out at 1–8, and the Consumer shall bear the direct costs of returning the goods, unless the Seller has previously agreed otherwise in writing or on a durable medium.

Refunds

11. The Seller shall refund to the Buyer all sums paid by the Buyer without delay, but no later than 14 days from the date the notice of withdrawal is received by the Seller. The Seller is entitled to delay the refund until the goods have been returned to the warehouse.

12. Refunds will be made to the Buyer using the same payment method that the Buyer used to complete the transaction.

13. The consumer’s right of withdrawal is provided for by law and is not specific to orders placed via the BioValik OÜ online shop.

Submitting complaints

1. If goods purchased from the Biovalik.ee online shop have a defect for which the online shop is responsible, the online shop shall repair or replace the defective goods at the Buyer’s discretion.

2. In the event of a valid complaint, BioValik OÜ will repair or replace the defective goods. If repair or replacement is not possible or would be unreasonably costly, BioValik OÜ will refund the amount paid for the goods to the Buyer’s bank account. Delivery costs will be reimbursed only if no other goods were purchased as part of the same order which the Buyer is retaining. In such cases, the delivery costs for the cheapest delivery method will be refunded together with the price of the goods.

3. BioValik accepts no liability:

• 3.1. For defects arising through the Buyer’s fault after delivery of the goods.
• 3.2. For defects arising from the improper use of the product.
• 3.3. We accept no liability for any deterioration of the product resulting from storage under conditions that do not comply with the manufacturer’s recommended storage conditions.
• 3.4s. For normal wear and tear of the product under normal use.

4. The Biovalik.ee online shop shall respond to a complaint submitted by a consumer in writing or in a form that can be reproduced in writing within 14 days.

Enquiries and contact details

If you have any questions regarding your right to return goods, please write to us info@biovalik.ee or call +372 555 394 55. You can complete the withdrawal form on the page Return request and the rules regarding orders and delivery are set out Terms and Conditions. Consumer rights are explained in more detail Consumer Protection and Technical Regulatory Authority.