On this page you can read how to properly handle refunds, damaged products and cancellations.

We will refund items that have been correctly returned to us.

If you are not completely satisfied with your purchase, we give you the opportunity to return the goods within 14 calendar days of receipt.

All items must be returned in their original packaging, sealed, unopened, unused and undamaged (if applicable) and suitable for resale. Several types of goods are non-returnable for the safety of our customers, these are perishable goods such as groceries and dietary supplements. Please contact our customer service team if you have any questions.

In order to complete your return, we require a receipt or proof of purchase.

How to return the goods to us

If you wish to return an item, please contact our support service team. An item can only be returned after consultation with a member of our team.

You must inform us within 14 days of receipt of the goods that you wish to return them. After consultation, you must then send them back to us within a further 14 days. Return shipping costs incurred by the customer are non-refundable.

In order to complete your return, we require a receipt or proof of purchase.

Return address:

Biotinea GmbH
Blegistrasse 13
CH - 6340 Baar

If you are shipping an item over CHF 75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Please do not return anything to us without first checking with a member of our customer service team.

Dealing with damaged goods

If the product is damaged we will be happy to send you a replacement once the original item has been returned to us and inspected. Please contact our customer service and send us photos of the packaging and the products inside.

How to cancel a purchase immediately

Please note that we will not charge your credit card until your item is dispatched from our warehouse. If you wish to cancel an order before this happens, please contact our customer service team and we will try to stop the package before it is shipped.

How do I get a refund?

Once your return has been received and inspected, our customer service team will contact you to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your credit card or original method of payment automatically within the following days.

Late or missing refunds

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 announced. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all this and still have not received a refund, please contact our customer service.

Free gifts and promotions cannot be refunded or returned.

We do not refund or accept returns for free gifts or promotional items provided to you free of charge.

Do You Have Questions?

Please contact our customer service team for further assistance.