Cancellation, warranty and complaints

Cancellation (14 days cooling off period)

You have the right to cancel your order up to 14 days after receipt without giving a reason, provided the seal has not been broken. If the seal is broken, your order will be definitive and can no longer be returned. After the cancellation of your order you will have 14 days left to return your product. You will then be credited with the full order amount including shipping. Only the shipping costs for returning from home to the webshop are at your own expense, check your carriers website for exact rates. If you make use of your right of withdrawal, the product will be returned to the vendor in the original condition and packaging with all supplied accessories, if reasonably possible. To use this right, you can contact us at support@biostrap.eu. We will then refund the due amount within 14 days after it has been returned, provided that the product has been returned in good order. If you have damaged the product, you do not lose your cancellation right, but you cannot expect to get all your money back. If you cancel a purchase, you are responsible for the product until it has been returned. If the product is damaged or lost during transport back, you will, as a main rule, not get your money back. You may be able to make a claim against the transport firm. See also article 6 to 9 of our Terms and Conditions.


Warranty

Biostrap Europe warrants that, for a period of two years from the date of purchase, your product is free of material defects. If the defect is within the warranty, we will repair or replace the product free of charge. We can offer a refund or reduction of the purchase price if repair or replacement is impossible, but only if the defect is significant.  Legally speaking, you are obliged to report to us within 7 days of finding the defect at support@biostrap.eu. See also article 10 of our Terms and Conditions.


Complaints

There is a possibility that something might happen which is not  according to plan. We recommend that you first disclose any complaints by mailing us at complaints@biostrap.eu. If this does not lead to a solution, it is possible to register your dispute for mediation  through the European Commission's ODR platform. The ODR platform can be found at http://ec.europa.eu/odr, if your complaint is not yet handled elsewhere. See also article 14 of our Terms and Conditions.