Merchant of Record: BIOMIND BY PROFESSIONALS Sp. z o.o., ul. Żółwia 22, lok. 73, 01-927 Warsaw, Poland, VAT (NIP): PL1182307005, REGON: 541902732.
Questions: [email protected]
These rules apply to physical goods, digital products, and memberships purchased in our store.
14-day right of withdrawal (EU consumers)
- An EU consumer may withdraw within 14 calendar days without giving any reason:
- Physical goods: from the day you receive the item.
- Services / memberships: from the day of contract conclusion.
- To exercise this right, email us at [email protected] within 14 days, stating your order number, name, contact details, and what you wish to return.
- Return window: you must send back the goods within 14 days after notifying us.
Exceptions
- Digital products (files, accesses, codes) where you consented to immediate supply and acknowledged the waiver of the 14-day right are non-refundable.
- Memberships – services already provided for the elapsed period are not refundable; cancellation applies to future billing periods (unless stated otherwise).
- Custom/personalised items and opened hygiene items (where indicated) – non-returnable except for defects.
Condition of returns
- Items must be unused, in original condition with all tags/accessories, and safely packed to prevent damage in transit.
- If value has diminished due to improper handling, a reasonable deduction may apply.
Return costs & address
- For change-of-mind returns under the 14-day right (non-faulty items), you cover return shipping.
- For defects/our error, we cover shipping (we will confirm the method by email).
- We will provide the return address and instructions by email once your request is approved (depends on order and logistics).
Refunds
- We refund within 14 days of your withdrawal notice, but may withhold the refund until we receive the goods back or you provide proof of return.
- Refunds are issued to the original payment method where technically feasible.
- Original shipping fees are non-refundable once the parcel was dispatched, unless the return is due to defects or our error.
Exchanges
If you wish to exchange for a different size/model, email us. We’ll process an exchange if stock is available; otherwise we will proceed with a return and a new order.
Damaged, wrong, or missing items
- If your parcel arrives damaged or an item is incorrect, email us within 48 hours and attach photos (outer box, inner packaging, the item, visible defects).
- We will initiate a carrier/warehouse investigation and agree a resolution: replacement, reshipment, or refund.
Digital products
- For access/download issues, we will first help resolve the problem (new links, access refresh).
- If the right of withdrawal is not waived (e.g., you have not started the download and did not consent to immediate supply), you may use the 14-day right as per Section 2.
Memberships
- Cancellations apply to the next billing period; elapsed time is not refunded unless the service was not provided due to our fault.
- You can disable auto-renewal in your account (if available) or by emailing us.
Contact
For returns & exchanges: [email protected]