Refund policy

Overview

This policy explains when you can get a refund, how much you will receive and how long it takes. It works together with our Shipping and Returns Policy.

Right of Withdrawal

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of receiving it, without giving a reason.

To exercise this right, contact us at hola@bionobo.com within the 14-day period and return the product in accordance with our Shipping and Returns Policy.

Your right of withdrawal is subject to any exceptions permitted by applicable EU consumer law, including where applicable certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Conditions

To qualify for a refund following a return:

The product must be unused and in its original condition.
Original packaging, labelling and any included items must be returned.
The return must be initiated within the applicable return period.
Products must be returned according to the instructions provided by our customer service team.

These conditions do not limit your statutory rights in relation to faulty, damaged or non-conforming products.

What We Refund

We refund the price you paid for the eligible returned product.
For a partial return, we refund only the value of the eligible items returned.
For products purchased as part of a promotion or discount, we refund the amount actually paid for the applicable product.
Complimentary gifts have no independent refund value and cannot be returned separately for a refund.

Shipping costs: If you exercise your statutory EU right of withdrawal, we will refund the standard outbound delivery cost associated with your order where required by law. If you selected a more expensive or non-standard delivery option, we are not required to refund the additional cost above our standard delivery method.

The customer is responsible for the direct cost of returning the products unless the products are faulty, damaged, incorrect or otherwise required by applicable law.

International Orders, Customs & Duties

For orders delivered outside the European Union, customers are responsible for checking local import requirements before placing an order and for paying any applicable customs duties, taxes or import charges.

If an international order is refused, held, returned or destroyed by customs because local import requirements were not met, the products are restricted in the destination country, or applicable duties, taxes or customs charges were not paid, we cannot issue a refund for the products or shipping costs, except where otherwise required by applicable law.

Please check with your local customs or relevant authorities before ordering if you are unsure whether our products can be imported into your country.

When You Get Your Refund

Refunds are issued to your original payment method.

Where you exercise your EU right of withdrawal, refunds will be made within the timeframe required by applicable law. We may withhold reimbursement until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Once a refund has been issued, the time it takes to appear in your account depends on your bank, card issuer or payment provider.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, contact us as soon as possible at hola@bionobo.com with your order number and photographs of the product and packaging.

Where applicable, we will arrange a replacement, refund or other appropriate remedy at no additional cost to you.

This is in addition to, and does not limit, any statutory rights you may have under applicable consumer protection law.

How to Request a Refund

Email hola@bionobo.com with your order number and details of the return.
We will confirm the return procedure and appropriate return address.
Return the eligible products according to the instructions provided.
Once the return has been received and, where applicable, inspected, we will process the applicable refund.