Your right to withdraw
As a consumer, you may withdraw from an online purchase without giving a reason within 14 days after you or a person you nominate, other than the carrier, receives the goods. If goods from one order arrive separately, the period starts when the last goods arrive. You may also notify us before delivery. If the last day falls on a Saturday, Sunday or public holiday, the period ends on the next working day.
How to notify us
Tell us clearly that you want to withdraw using the "Withdraw from contract here" function, the model withdrawal form or an email to [email protected]. Using the model form is optional. Send your notice before the withdrawal period ends. The online function is accessible from the shop, returns and order-help areas without creating an account. You do not need to wait for our permission to exercise your right.
Returning goods
Send the goods back within 14 days after notifying us. Return address: Bioluxal Professional, Hoofdweg 4, 1424 PH De Kwakel, The Netherlands. Pack the goods securely. Contact [email protected] for the product-specific return-carrier instructions; do not assume every carrier accepts the product. Asking for transport instructions does not replace or delay your withdrawal notice. Keep your proof of return.
Return costs
You pay the direct cost of returning goods when you exercise your right of withdrawal. This does not apply to necessary returns of faulty or incorrectly supplied goods.
Refunds
We refund payments within 14 days after your withdrawal notice. For withdrawal from the whole order, this includes our standard outbound delivery charge. Extra costs of a more expensive delivery option are not refunded. We may wait until we receive the goods or you provide evidence of sending them back, whichever happens first. We use the original payment method unless you agree otherwise, without a refund fee. If you return only part of an order, the original delivery charge is not refunded.
Handling the goods
You may open the packaging and handle the goods only as far as necessary to establish their nature, characteristics and functioning, as you would in a shop. Opening a room spray does not by itself remove your right to withdraw. If handling goes beyond what is necessary and causes a loss in value, you are liable only for that loss, provided we gave you the legally required information about withdrawal before purchase. Any reduction is assessed and explained individually; there is no automatic fee simply because the bottle was opened.
Faulty or incorrect goods
If a product is faulty, leaks on delivery or is not what you ordered, contact [email protected]. Your statutory rights remain unaffected by opening the product. We provide the remedy required by law without charging you the necessary return costs. These complaints are separate from change-of-mind returns.
Contact
For returns, refunds or complaints, contact [email protected]. Please include information that lets us identify your purchase. A missing order number does not prevent you from making an otherwise identifiable withdrawal notice.
Model withdrawal form | English
To: Bioluxal, Hoofdweg 4, 1424 PH De Kwakel, The Netherlands. [email protected] I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods: Goods: __________________ Ordered on / received on: __________________ Name of consumer(s): __________________ Address of consumer(s): __________________ Date: __________________ Signature, only if submitted on paper: __________________ Delete as appropriate.