Refund policy

Last updated: 7th July 2026

We want you to be happy with your purchase. This policy explains your right to return products and how refunds work. It applies in addition to your statutory rights under EU consumer law.

Your 14-day right of withdrawal

As a consumer in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason, subject to the conditions below. The 14-day period starts on the day you (or someone you nominate) receive the goods.

Important: condition for returning supplements

Our products are sealed health and food supplements. Under EU consumer law (Consumer Rights Directive 2011/83/EU), sealed goods that are not suitable for return for health or hygiene reasons cannot be returned once they have been opened or the seal has been broken.

This means:

  • ✅ Unopened, sealed products in their original condition and packaging can be returned within 14 days.

  • ❌ Opened products, or products with a broken seal, cannot be returned for health and hygiene reasons.

This does not affect your rights in the case of faulty, damaged, or incorrect items (see below).

How to request a return

To exercise your right of withdrawal, notify us within 14 days of receiving your order:

  1. Email us at hello@biofal.eu with your order number and the item(s) you wish to return. 

  2. We will confirm your return and provide the return address and instructions.

  3. Send the unopened item(s) back to us within 14 days of notifying us.

Please return items securely packaged and in their original, unopened condition.

Return shipping costs

You are responsible for the cost of returning the item(s), unless the item is faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

Refunds

  • Once we receive and inspect your returned item(s), we will process your refund.

  • Refunds are issued to your original payment method.

  • We will refund within 14 days of receiving the returned goods (or evidence that you have sent them back, whichever is earlier).

  • The refund includes the price of the returned item(s). Additional shipping costs for your chosen delivery option are not refunded.

Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us at hello@biofal.eu within [7] days of delivery, with your order number and photos where possible.

In these cases you are entitled to a replacement or a full refund, including any shipping costs, and we will cover the cost of return. This is separate from the 14-day withdrawal right and is not affected by whether the product was opened, where the issue is a genuine defect or error on our part.

Items that cannot be returned

For health and hygiene reasons, the following cannot be returned unless faulty:

  • Products that have been opened or have a broken seal;

  • Products that are not in their original condition or packaging.

Contact

For all returns and refunds:

BIOFAL, SIA Artilērijas iela 40B, Rīga, LV-1009, Latvia

Email: hello@biofal.eu