RETURNS
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Other non-returnable items include:

* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery.
* Any consumable item that has been used, opened, tested, or consumed.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@biodraine.com

Sale items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@biodraine.fr

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail it. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Delivery Policy
At BioDraine, we do everything possible to ensure that your order reaches you quickly and safely. However, once a package is marked as delivered by the carrier, we cannot be held responsible if the package is reported as not received.

If your package is marked as delivered but you have not received it, please follow these steps:

1. Check the shipping address:
Double-check the address you provided when ordering to ensure it is accurate and complete.

2. Check around your property:
Look for the package in safe places such as the porch, mailbox, garage, or behind bushes.

Ask household members, neighbors, or building management if they accepted the package on your behalf.

3. Contact the carrier:
Contact the carrier directly (e.g., USPS, FedEx, UPS, Royal Mail) to confirm delivery details.

Provide your tracking number for more precise assistance.

4. File a claim with the carrier:
If the package remains untraceable, you can file a claim with the carrier. Most carriers offer compensation for lost or undelivered items.

🔒 Sworn Statement – Package Declared Not Received

In the event that you declare not having received your order while the carrier's tracking indicates successful delivery, the customer must provide a sworn statement of non-receipt.

This statement must include:

• Customer's first and last name
• Order number
• Delivery address
• Explicit declaration of non-receipt
• Date and signature

⚠️ Any request for a refund or reshipment can only be processed after receipt of this duly completed and signed document. We reserve the right to refuse any request in case of suspected fraud or abuse.

Important note:
We are unable to issue refunds or replacements for packages marked as delivered by the carrier. By making your purchase, you agree to our shipping and delivery terms.

For any further assistance, please do not hesitate to contact our support team and we will do our best to guide you.

Cancellation and Return Policy:
As a customer, you have the right to cancel or return your order within 2 hours of placing it. To do so, you can contact our customer service by email or phone. However, please note that after this 2-hour period, orders can no longer be canceled or returned as our automated systems have already processed and shipped the order. Orders that have been shipped cannot be canceled or refunded before delivery.

In case of delivery error or damaged goods, please contact our customer service within 48 hours of receiving the goods to process a return or exchange.
All returned items must be in their original packaging, unused and in the same condition as when received.

Please note that shipping and handling fees are non-refundable.

We apologize for any inconvenience this may cause and ask for your understanding in this regard. Our goal is to ensure you are fully satisfied with your purchase, and we will do our best to resolve any issues.

Please note that these terms are intended to provide a general overview of our policies and may be subject to change without notice.

Please refer to the terms and conditions for more details and do not hesitate to contact our customer service team if you have any questions or concerns.