Refund policy
Return and withdrawal policy
Statutory right of withdrawal: 14 days
As a consumer in the EU you have the right to withdraw from the contract within 14 days without giving any reason. The period starts on the day on which you, or a third party designated by you who is not the carrier, received the last product of your order. For a subscription, the period starts on the day after receipt of the first delivery.
To exercise your right of withdrawal you can use our online withdrawal function. You can also notify us of your withdrawal by email to hello@bioteine.com or by using the model withdrawal form at the end of this policy. Giving a reason is never required and you do not need prior approval or a return number.
On top of that: 30 days from Bioteïne
In addition to your statutory rights, we give you 30 days after receipt to return unopened products. The same conditions described below apply to this extended period (day 15 to 30).
Sealed products
Our supplements and food products are sealed for health protection and hygiene reasons. As long as the seal is intact, the full right of withdrawal applies. If the seal was broken after delivery, the right of withdrawal expires for that product. If you withdraw from part of your order, please return only the unopened products.
Taste guarantee
Does a product not taste as expected? Report it within 30 days via hello@bioteine.com. We will refund or replace the product, even if it has been opened. This guarantee is an extra service from Bioteïne and does not affect your statutory rights.
Returning
- Notify us of your withdrawal via the withdrawal function, by email or with the model form. You will receive a confirmation.
- Dispatch the unopened products without undue delay and no later than 14 days after your declaration. Pack them carefully.
- Keep the proof of postage. It is your evidence of a timely return.
Return costs: you bear the direct cost of the return shipment. Our products are small parcels; a return shipment typically costs a few euros. If you refuse the parcel or do not collect it, this counts as a withdrawal and you likewise bear the direct cost of the return shipment. If a product was delivered defective or damaged, the return is of course free.
Refund
- We refund all payments received from you, including the outbound delivery costs. If you chose a faster delivery method than our cheapest standard delivery, we refund the standard delivery rate.
- The refund follows within 14 days of the day we received your withdrawal declaration, via the same payment method as your purchase.
- We may withhold the refund until we have received the products back or you have provided proof of having returned them, whichever comes first.
- We may deduct an amount for diminished value resulting from handling beyond what was necessary to establish the nature and characteristics of the product.
Subscriptions
If you withdraw from a subscription order within the withdrawal period, we will, at your request, also end the subscription contract so that no further deliveries or charges follow. You can also pause, skip or cancel your subscription yourself at any time via your account.
Excluded from withdrawal
- Products whose seal was broken after delivery (see above; the taste guarantee still applies)
- Gift cards and discount vouchers
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: D-Line BV (Bioteïne), Maasbreeseweg 22, 5981 NB Panningen, the Netherlands, hello@bioteine.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Company details
Registered name: D-Line BV
Trading name: Bioteïne
Address: Maasbreeseweg 22, 5981 NB Panningen, the Netherlands
Email: hello@bioteine.com
Chamber of Commerce number: 12062348
VAT number: NL817253075B01