BiotaxX™ · ONLINE STORE
Returns & Refunds
Information about your right to withdraw, returning an order and receiving a refund.
1. Your 14-day right to withdraw
If you are a consumer, you may withdraw from an online purchase without giving a reason within 14 calendar days from the day you, or a person you nominate other than the carrier, receive the goods. For goods ordered together and delivered separately, the period starts when the last goods are received.
2. Tell us that you wish to withdraw
Send a clear statement to support@biotaxx.com before the withdrawal period expires. Include your name, order reference and the goods concerned so we can identify your purchase. You may use the optional model below; no special form or prior approval is required to exercise your right.
3. Send the goods back
Return the goods without undue delay and no later than 14 days after notifying us. Pack them securely and keep proof of dispatch; a tracked service is recommended. Send parcels to:
BiotaxX — GRNTLL – Health Commodities, LDARua João Amaral
Lote 22.1.2, Piso 5 DTO
1750-423 Lisboa
Portugal
This is the address for goods returns. Our registered office at Rua Hermano Neves 18, Piso 3, E7, 1600-477 Lisboa, Portugal is for correspondence only and cannot receive parcels.
4. Return shipping costs
For a change-of-mind withdrawal, you pay the direct cost of returning the goods. We do not provide prepaid return labels for these returns and do not charge a restocking fee. If goods are defective, incorrect or otherwise non-conforming, the necessary return costs are borne by us; contact support so we can arrange the appropriate procedure. Your statutory rights remain unaffected.
5. Refunds
We reimburse payments without undue delay and within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you supply evidence of having sent them back, whichever happens first. For withdrawal from the whole order, reimbursement includes the cost of the least expensive standard outbound delivery we offered; any additional cost of a more expensive delivery option is excluded. We use the original payment method unless you expressly agree otherwise, with no reimbursement fee. You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
6. Sealed products and statutory exceptions
The right of withdrawal does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, where the statutory exception applies. Other statutory exceptions, such as goods liable to deteriorate or expire rapidly, may also apply. This does not remove your rights concerning defective or non-conforming goods.
7. Damaged, incorrect or defective goods
Contact support@biotaxx.com with your order reference and a description of the issue; photographs can help us assess it. Keep the packaging where possible. We will arrange the remedy required by applicable law. This request for information does not shorten statutory claim periods or make your rights conditional on providing photographs.
8. Optional withdrawal notice
To: GRNTLL – Health Commodities, LDA, Rua Hermano Neves 18, Piso 3, E7, 1600-477 Lisboa, Portugal; support@biotaxx.com.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: …
Ordered on … / received on …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is notified on paper): …
Date: …
Delete as appropriate. Send returned goods to the separate returns address in section 3.
9. Seller and support
BiotaxX is a registered trademark operated by GRNTLL – Health Commodities, LDA, NIF 516750828. Questions about returns: support@biotaxx.com. These conditions do not restrict mandatory consumer rights.