RÜCKGABERECHT

I. Complaint Procedure

  1. To file a complaint, you must complete the complaint form.

  2. Please contact us via email at info@bioceanlab.com with the subject “COMPLAINT, ORDER NUMBER” to send the form and expedite the assessment of your complaint.

1. Complaint Conditions

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

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

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

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

1.5 In the case of a non-removable defect, the Buyer may demand a full refund of the purchase price.

1.6 Furthermore, complaints cannot be made for defects of the goods that the Buyer was aware of prior to purchase, or if a discount was applied due to the existence of a defect. The Seller is not liable for defects arising from the nature of the goods. If the defect is one that can be repaired, the Buyer has no 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 assembly, unprofessional handling, or neglect of routine maintenance

  • Use of goods in conditions that do not meet their environmental parameters or other parameters set by the manufacturer

  • Goods damaged by elements or power supply interruptions

  • Goods damaged due to excessive load or use contrary to the conditions specified in the documentation.

2. Liability for Defects and Processing of Complaints

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

2.2 Immediately after the Buyer notices a defect in the goods, they must promptly notify the Seller via email at info@bioceanlab.com and send photographic documentation of the defect. If the Buyer fails to notify the Seller promptly and continues to use the goods, the right to claim defective performance will not be granted.

2.3 The Buyer is required to provide a detailed description of the defect or the reason for the complaint and document it photographically, and follow the complaint procedure. For this purpose, the Buyer can use the Complaint Protocol, which is available here.

2.4 The Seller is obliged to make a decision regarding the complaint (whether to accept or reject the complaint and the reason for rejection) within 30 days from the date of submission.

2.5 The Seller will then, after accepting the defect, decide how to resolve the complaint by:
a) refunding the Buyer a part of the purchase price corresponding to the size of the damage, with the Buyer keeping the goods
b) delivering new goods to the Buyer, with the Buyer keeping the original goods.

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

3. Seller’s Right to Withdraw from the Purchase Agreement

3.1 Until the goods are collected by the Buyer, 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 purchase price. The Seller is not liable for any damages caused to the Buyer due to the withdrawal 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 the item to return your order.

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

1.3 To start the return procedure, contact us through the contact form on the website or by email at info@bioceanlab.com with the subject “RETURN, ORDER NUMBER” to send the return form.

1.4 Please note that if the return is not due to our fault, customers are responsible for the return shipping costs. After receiving the returned items and verifying and accepting the return, the refund will be processed within 7 business days.

2. Refunds

2.1 We will notify you once we have received and inspected your return. We will then inform you whether the return has been approved. If approved, you will receive an automatic refund using the original payment method.