Refund policy
Update: August 19, 2024
1. Right of cancellation
For contracts concluded by customers who are consumers exclusively by distance selling and outside BIOGENA's business premises, the right of cancellation applies in accordance with the following provisions.
In addition to the right of cancellation and the money-back guarantee, the customer is entitled to withdraw from the contract in writing within 14 days without giving reasons. The cancellation period begins on the day on which the customer or a third party named by the customer, who is not the carrier, has taken possession of the goods.
To exercise this right of cancellation, the customer must inform BIOGENA by means of a clear declaration (e.g. by e-mail to info@biogena.com or by post) of his decision to cancel this contract. The customer may use the model cancellation form below (point 2) for the cancellation. The use of the cancellation form is not mandatory.
To comply with the cancellation period, it is sufficient for the notification of the exercise of the right of cancellation to be sent before the expiry of the cancellation period.
Consequences of cancellation
If the customer withdraws from a purchase contract, he must return the goods received to BIOGENA without delay, but at the latest within 14 days of submitting the declaration of cancellation. The return period shall be deemed to have been observed if the goods are dispatched within this period. The direct costs of returning the goods shall be borne by the customer.
If the customer cancels the contract, BIOGENA shall repay to the customer all payments that BIOGENA has received from the customer under this contract, including any delivery costs, without delay and at the latest within fourteen days of the day on which BIOGENA receives notification of cancellation of the contract. For this repayment, BIOGENA will use the same means of payment that the customer used for the original transaction, unless expressly agreed otherwise with the customer; in no case will the customer be charged any fees for this repayment. BIOGENA may refuse repayment until we have either received the goods back or the customer has provided us with proof that the goods have been returned.
Exception to the right of cancellation
BIOGENA products are goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. The right of cancellation is therefore excluded as soon as the customer has removed the seal by opening the product packaging.
2. Sample cancellation form
If you wish to cancel the contract, you can fill in this form and send it back to us.
To Biogena GmbH & Co KG, Strubergasse 24, 5020 Salzburg, email: info@biogena.com:
I hereby cancel the contract concluded by me for the purchase of the following goods(*)/ provision of the following services(*):
-Ordered on/received on:
-Name of the consumer:
-Address of the consumer:
-Signature of the consumer (only for notification on paper):
-Date:
(*) Delete as appropriate