Refund policy

Last updated: 23 October 2026

Damaged, wrong or missing items

If something arrives damaged, if you receive the wrong product, or if your parcel does not arrive, contact us within 7 days of delivery (or of the expected delivery date) with your order number and photos. We will reship the correct items or refund you in full, at no cost to you.

Your right to cancel (EU consumers)

If you buy as a consumer, you can cancel your order within 14 days of receiving it without giving a reason, as long as the products are unopened, with the seal intact, and in their original packaging.

Because our products are sealed research materials, the right to cancel does not apply to items whose seal has been broken after delivery, as they cannot be resold for health protection and hygiene reasons.

How to cancel: email support@bioniclabs.eu with your order number and the items you want to return, within the 14 days. You then have 14 days to send the items back to the address we give you. You pay the cost of the return shipment unless the item was faulty or wrong.

Refund: we refund the price of the returned items and the original standard shipping cost within 14 days of your cancellation. We may wait until we have received the items back. Refunds go to the original payment method; for bank transfers, to the account you paid from.

Business customers

Orders placed by businesses or institutions are not covered by the consumer right to cancel. Damaged, wrong or missing items are always replaced or refunded as described above.

Order cancellations before shipping

You can cancel an order free of charge until it has been dispatched. Email us with your order number and we will refund any payment in full.

Questions

Contact us on WhatsApp at +371 2001 8760, by email at support@bioniclabs.eu or via our contact page.