Complaints and Returns

I. Complaint Procedure

1. To file a complaint, please fill out the complaint form.

2. Please contact us at the e-mail address: info@biogenlab.pll with the subject REKLAMACJA, ORDER NO. (COMPLAINT, ORDER NO.) to send the form and speed up the complaint assessment.

1. Complaint Conditions

1.1 If a defect occurs in the purchased goods during the warranty period, the Buyer has the right to complain about the defect.

1.2 The warranty covers only manufacturing defects, material defects, or incompleteness, but does not cover normal wear and tear. A change in the product's condition arising during the warranty period due to wear, improper use or intervention, inadequate or improper maintenance cannot be considered a defect.

1.3 The Buyer must notify the Seller of defects immediately after their discovery, but no later than 24 months after receiving the goods.

1.4 In the case of a removable defect, the Buyer has the right to demand the removal of the defect, the completion of missing goods, or a reasonable discount from the purchase price of the goods.

1.5 In the case of an irremovable defect, the Buyer may request a full refund of the purchase price.

1.6 Furthermore, it is not possible to complain about a defect in the goods of which the Buyer was aware before purchase or if a discount from the purchase price of the goods was granted due to the existence of the defect. The Seller is not responsible for a defect resulting from the nature of the item. If it is a defect that can be remedied, the Buyer does not have the right to withdraw from the contract or exchange the goods.

1.7 The warranty cannot be applied in whole or in part in the following cases:

- expiration of the warranty period

- mechanical damage, unprofessional installation, unprofessional operation, or neglect of routine maintenance

- use of goods under conditions inconsistent with their environmental parameters for which they are intended, or with other parameters determined by the manufacturer

- goods were damaged by elements or power outages

- goods were damaged due to excessive load or use in violation of the conditions specified in the documentation.

 

2. Liability for Defects and Complaint Handling

2.1 The Seller is responsible for defects in the goods at the time of delivery.

2.2 Immediately after the Buyer discovers a defect in the goods, they should notify the Seller without undue delay at the e-mail address info@biogenlab.pl and send photographic documentation of the defect to the Seller via email. If the Buyer does not notify of the defect without undue delay and continues to use the goods, the right to defective performance will not be granted.

2.3 The Buyer is obliged to describe the defect or the reason for the complaint in detail and document it photographically, and to follow the complaint procedure. For this purpose, the Buyer may use the Complaint Protocol, which can be found here.

2.4 The Seller is obliged to make a decision regarding the complaint without undue delay (acknowledging or rejecting the complaint and the reason for refusing to acknowledge the complaint) within 30 days from the date of submission.

2.5 After accepting the defect in the goods, the Seller will then decide on the resolution of the complaint by:
a) refunding a portion of the purchase price to the Buyer commensurate with the extent of the damage, with the Buyer retaining the goods
b) delivering new goods to the Buyer, with the Buyer retaining the original goods.

2.6 If the Seller is unable to deliver new goods to the Buyer, the Seller will inform the Buyer about the method of compensation for the complaint.

 

3. Seller's Withdrawal from the Purchase Agreement

3.1 Until the Buyer receives the goods, the Seller has the right to withdraw from the purchase agreement without giving a reason, by informing the Buyer that they cannot deliver the goods and will refund the entire paid purchase price. The Seller is not responsible for damages caused to the Buyer as a result of withdrawing from the purchase agreement.

 

 


II. Return Procedure


1. Return Conditions

1.1. We have a 14-day return policy, which means you have 14 days from receiving your item to return your order.

1.2. To qualify an item for return: The item must be returned in the same condition as it was received. The item should be returned unused.


1.3. To start the return procedure, please contact us via the contact form on the website or at the e-mail address: info@biogenlab.pl with the subject RETURN, ORDER NO., to send the return form.

1.4. Please note that if the return is not due to our fault, customers are responsible for shipping the return package. Upon receipt of the returned products and determination and acceptance of the return, the refund is processed within 7 business days.

2. Refunds

2.1. We will notify you once we’ve received and inspected your return. We will then inform you whether the refund has been approved. If approved, you’ll be automatically refunded using your original payment method.