Complaints

COMPLAINTS

IN CASE OF OUR FAULT

In the event that the delivered products do not meet the characteristics or specifications of the ordered products, you must notify us within 8 days of the date of receipt of the product. Please return the products in the original packaging and in the condition in which you received the product. Include the completed complaint form, sent by e-mail upon request, with a brief description of the reason for the refund. We will refund the amount in the value of the returned product without shipping costs, will send you a credit voucher or send new products.

DAMAGE TO THE PRODUCT DURING DELIVERY

If goods were damaged during transport, please contact the delivery service that delivered the goods. If you believe that the shipment was damaged during shipping, check the goods immediately and in the presence of the delivery service. All subsequent claims for damage to property are considered by delivery services only in exceptional cases and cannot be remedied by our company. Enter any damages into the damage form, which must be signed by the deliverer.

PRODUCT COMPLAINT

1. You can withdraw from the contract within 15 days after receipt of the goods without giving reasons under the Consumer Protection Act.
2. Biotopic does not cover the cost of returning goods. This cost is paid by the buyer. The goods can be returned to Biotopic within 8 days of sending the notice of withdrawal from the purchase contract.
3. The goods must be sent undamaged and in unaltered quantities to the nearest branch, unless the goods are not destroyed or faulty by mistake of the buyer. The original packaging of the product must also be undamaged and preserved in its original unaltered condition.
4. If the claim is justified, you have the right to choose another product from the offer, to request a credit voucher or to request a refund of the purchase price.
5. If a claim for damages due to product damage cannot be settled immediately, the company will draw up a complaint report and send the goods to analysis, which confirms or rejects the reason for the complaint to be validated. We only cover the costs of the analysis if the claim is justified, otherwise you will have to pay the costs yourself.
6. The buyer is obliged to send each returned product by post at his or her own expense. Shipments with cash on delivery will not be accepted.