RETURN, REPLACEMENT AND COMPLAINTS POLICY
This policy sets out the terms and procedures for the return, replacement and complaint of products purchased from the Bioprogramme online shop https://bioprogramme.bg/ .
This policy applies in accordance with applicable Bulgarian and European legislation, including the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and the Sale of Goods.
1. RIGHT OF WITHDRAWAL FROM AN ONLINE PURCHASE
If you are a consumer who has purchased a product from our online store, you have the right to withdraw from the distance contract without giving a reason within 14 days, starting from the day on which you or a third party designated by you, other than the carrier, received the product.
To exercise your right of withdrawal, you must notify us of your decision within the 14-day period by means of an unequivocal statement sent by email or in another written form.
After notifying us of your withdrawal, the product must be sent back without undue delay and no later than 14 days from the date on which you notified us of your decision.
1.1. IN WHAT CONDITION MUST THE PRODUCT BE RETURNED?
To ensure the safety and hygiene of our customers, products that are sealed and, due to their nature, cannot be returned after opening for reasons related to health protection or hygiene may not be returned once their protective packaging has been opened.
For all other products, the consumer must store and return them with due care. The consumer is liable for any reduction in the value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
To ensure that returns are processed smoothly, we recommend that products be returned unopened, in their original packaging and in the condition in which they were received.
2. RETURN COSTS
When you exercise your statutory right of withdrawal at your discretion, the cost of returning the product is borne by you, unless otherwise provided by law.
Please do not send returned products cash on delivery. Cash-on-delivery parcels may be refused.
Upon receipt of the returned product or proof that you have sent it back, we will refund the amounts due in accordance with the applicable legal requirements.
Where the right of withdrawal has been exercised, the refund will be made using the same payment method used for the original purchase, unless you have expressly agreed to another method.
3. RETURN DUE TO A PRODUCT ISSUE
If you receive a product that:
• has expired;
• has a visible defect or damage;
• does not correspond to the product ordered;
• has a quality issue;
• has packaging that has been damaged in a way that raises concerns about its quality or safety;
• or otherwise does not conform to the sales contract,
please contact us as soon as possible at:
E-mail: sales@bioprogramme.bg
Phone: +359 2 933 39 33
Where possible, please provide photos of the product, packaging, label, batch number and expiry date. This will help us process your case more quickly.
3.1. COSTS IN THE EVENT OF A COMPLAINT
Where the problem results from a lack of conformity for which the seller is responsible, the cost of returning the product is borne by Bioprogramme.
Depending on the specific circumstances and applicable legal requirements, the consumer may be entitled to have the goods brought into conformity, replacement, a proportionate reduction in price, or termination of the contract.
Bioprogramme does not limit consumers’ statutory rights in the event of a complaint.
4. PRODUCT REPLACEMENT
If you wish to replace a purchased product at your own request, for example because you have changed your choice of product, quantity or for another reason that does not constitute a lack of conformity of the product, the replacement is handled as follows:
1. Contact us and let us know that you wish to replace the product.
2. Return the product to Bioprogramme at your own expense, where the return shipping costs are borne by the customer.
3. Place a new order through our online shop for the product you would like to receive.
The new order is processed as a separate sale and is charged according to the prices and delivery terms applicable at that time.
Important: This replacement procedure does not limit the consumer’s statutory rights in the event of a defect or lack of conformity of the product. In such cases, the complaint procedure described in Section 3 applies.
5. HOW TO RETURN A PRODUCT
Before sending the product, please notify us in writing of the return at:
E-mail: sales@bioprogramme.bg
In your message, please provide:
• first and last name;
• order number;
• the product(s) you wish to return;
• the reason for the return, where applicable;
• contact telephone number.
• bank account number and details to which the refund should be made.
After receiving our confirmation, send the product to the address provided by our team.
Please do not send parcels via cash on delivery.
6. REFUND PERIOD
Where the right of withdrawal has been exercised, Bioprogramme will refund the payments received within the period prescribed by law. The refund will be made after receipt of the returned goods.
The amount will be refunded using the same payment method used for the original transaction, unless the consumer has expressly agreed to another method.
7. IMPORTANT INFORMATION REGARDING FOOD PRODUCTS, TEAS, HERBS AND FOOD SUPPLEMENTS
The products offered by Bioprogramme, including teas, herbs and food supplements, are products for which proper storage, packaging integrity and product safety are of essential importance.
Therefore, products you wish to return should not be opened, used or altered in any way, except to the extent necessary to establish the nature, characteristics and functioning of the goods or where otherwise provided by law.
This policy does not limit the consumer’s statutory right to make a complaint or any other rights provided under applicable law.
8. LEGAL GUARANTEE AND COMPLAINTS
All goods are covered by statutory protection in the event of a lack of conformity in accordance with applicable law.
If a lack of conformity is identified, the consumer may submit a complaint to the seller from whom the goods were purchased.
Bioprogramme considers each complaint individually and takes the necessary action in accordance with applicable legal provisions.
This policy does not exclude, restrict or waive any consumer rights granted by mandatory provisions of Bulgarian or European law.
9. CONTACTS
For questions regarding returns, replacements or complaints, please contact us:
Bioprogramme
E-mail: sales@bioprogramme.bg
Telephone: +359 2 933 39 33
Correspondence and return address: 26 Otava str., 1247 Dobroslavtsi, Sofia
We will do our best to process your enquiry or complaint promptly and correctly.
Thank you for choosing Bioprogramme.