Returns & Exchanges

Merchant of Record: BIOMIND BY PROFESSIONALS Sp. z o.o., ul. Żółwia 22, lok. 73, 01-927 Warsaw, Poland, VAT (NIP): PL1182307005, REGON: 541902732.

These rules apply to physical goods, digital products, and memberships purchased in our store. If you have any questions about returns or exchanges — please contact us first at [email protected]. We strive to find the best solution for every case.

1. 14-day right of withdrawal (EU consumers)

Under the European Union Consumer Rights Directive (2011/83/EU), every consumer — a natural person acting outside of trade or profession — has the right to withdraw from a distance purchase contract within 14 calendar days without giving any reason. This period is calculated from:

• Physical goods: from the day on which the consumer or a third party designated by the consumer (other than the carrier) physically receives the goods.
• Services and memberships: from the day of contract conclusion.

To exercise this right, email us at [email protected] within 14 days. In your message, state: your order number; your name, surname, and contact details; the goods or services you are withdrawing from; and your preferred resolution (refund or exchange).

Return window for physical goods: once you receive our confirmation, you must send the goods back within 14 days of notifying us of withdrawal. Items not sent on time may not be accepted.

2. Exceptions to the right of withdrawal

EU law sets out clear cases where the 14-day right of withdrawal does not apply or is limited. Please pay attention to this when purchasing:

• Digital products (files, content access, activation codes, etc.) — if the consumer expressly agreed at the time of purchase to the immediate supply of digital content and acknowledged that the 14-day right of withdrawal is lost, such products cannot be returned under the EU Directive. This consent is always requested during the purchase process.
• Memberships — if service has commenced with the consumer’s consent, services already provided for the elapsed period are not refundable. Cancellation applies only to future billing periods, unless clearly stated otherwise.
• Custom or made-to-order items — the right of withdrawal does not apply to goods that were specially manufactured or customised according to the consumer’s specifications and which cannot be returned by their nature.
• Opened hygiene or health products — if indicated on the product page that the item cannot be returned for hygiene reasons and it was opened after delivery, the right of withdrawal is lost. In the case of a defect, this exception does not apply.

3. Condition of returned goods

For a return to be accepted, the physical item must meet the following requirements:

• The item must be undamaged and unused, or used only to the extent necessary to establish its nature, characteristics, or functioning — as would be possible in a physical store.
• All original labels must be on the item, and the packaging must be complete (instructions, accessories, packaging).
• The item must be properly packed to protect it during transit. Improperly packed items that are damaged as a result may not be accepted.
• If the item was used more than necessary to inspect it and its value has diminished as a result — a proportional reduction in value may apply, which will be deducted from the refunded amount.

4. Return costs & address

The allocation of return shipping costs depends on the reason for the return:

• Standard withdrawal within 14 days (the item is not defective, it is the consumer’s decision): return shipping costs are borne by the Buyer. We recommend using a registered shipment with a tracking number — this allows you to prove the fact of dispatch.
• Defective item or our error (you received the wrong, damaged, or incomplete item): we cover shipping costs. The exact procedure will be agreed by email after your notification.
• The return address is not universal — it depends on the order and logistics chain. The exact address and instructions will be provided by email after we confirm your return request. Please do not send items without prior confirmation, as otherwise the return may not be processed.

5. Refunds

Once we confirm a return, we aim to refund as quickly as possible. Here is how it works:

• Refunds are issued within 14 days of receiving your withdrawal notice. However, if we have not yet received the returned goods, we may withhold the refund until we receive the goods back or you provide proof of dispatch (e.g. a tracking number).
• Refunds are made using the same payment method used for the original purchase — by card, bank transfer, or other method used — where technically feasible. If you wish to receive a refund via a different method, let us know and we will arrange it.
• Upon withdrawal within 14 days, all amounts paid, including standard delivery costs, are refunded. If you chose a more expensive delivery option than the cheapest available, the difference between the standard and chosen service cost may not be refunded.

6. Exchanges

Wish to exchange your purchase for a different size, colour, or model? We are open to that. Email us at [email protected], stating your order number and the desired exchange.

We will process an exchange if the desired item is in stock. If the required variant is not available — we will offer a return and a new separate order when the item becomes available. During the exchange process, the same condition and packaging rules apply as for returns.

7. Damaged, wrong, or missing items

If your order arrived not as expected — we apologise and are ready to put it right. Depending on the situation, we act as follows:

• Damaged parcel or item: within 48 hours of receipt, email us and attach clear photos — of the outer packaging, inner packing, the item, and all visible damage. The more details, the faster we can initiate an investigation and offer a resolution.
• Wrong item: if you received something other than what you ordered, email us with your order number and a photo. We will arrange an exchange or refund and cover return shipping costs.
• Missing items or accessories: check the packaging and all warehouse inserts. If a part is still missing — contact us, we will investigate and resolve the matter.

In all these cases, we will initiate a carrier or warehouse investigation and agree on a resolution: exchange, reshipment, or refund.

8. Digital products

The return policy for digital products — courses, e-books, platform content access, or download links — differs from physical goods. Here is what is important to know:

• Technical issues: if you experience difficulties with downloading, access provision, or content availability — contact us first. We provide new links, refresh access, or resolve other technical issues. Most cases are resolved quickly.
• Right of withdrawal: if the consumer has not yet started downloading and did not provide consent to immediate digital content supply at the time of purchase, the 14-day right of withdrawal may apply. In that case, email us and we will examine the case individually.
• Waived consent: if consent to immediate supply was given and the content was accessed or downloaded, the right of withdrawal no longer applies under the EU Directive.

9. Memberships

Memberships operate on recurring payments and provide access to platform content and features for the selected period. The returns policy for memberships:

• The active period is non-refundable — if the membership is already activated and service is being provided, the paid period is not compensated, unless the service was not provided due to our fault or technical failures.
• Cancellation for future periods — by cancelling your membership, you retain access until the end of the already-paid period. The next payment will not be charged.
• Disabling auto-renewal — you can do this directly in your account settings (if this feature is available) or by emailing us in advance before the next payment date.

10. Contact

All returns, exchanges, and related queries are handled by email. We respond within 1–2 business days.

Email: [email protected]

Please always include your order number in your email and briefly describe the situation — this allows us to respond faster and more accurately.