LODE WARRANTY & RETURNS INFORMATION

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1. LIMITED WARRANTY:

‍Considering the consumable nature of our products, we do not provide a warranty for hygiene, health and safety reasons unless under the following circumstances:
• You receive an incorrect item, or
• There is a demonstrable manufacturing defect

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2. FAULTY ITEMS

‍If you believe the item is damaged or faulty on arrival, then please email hello@biosensori.com to arrange a return for testing.
If the item is returned and a fault is found, we will either replace it or credit your rewards account with the equivalent of what you paid for it.
Faulty items must be reported within 30 days of purchase to be eligible for a replacement/refund. After this date, we cannot issue any form of refund.
To facilitate the return of faulty items, we will supply you with a returns label or issue you a voucher for you to shop a replacement product on our website or credit your rewards account with the equivalent of £5 worth of loyalty points, the have the full discretion to choose which approach to follow in resolving your return.
No refunds or replacements can be made if you have disposed of the faulty item(s)

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3. RETURNS PROCEDURE

‍Before making a return, please email us at hello@biosensori.com , wait for the tem to respond and follow the instruction they will provide.
Once we discuss and agree to a return, we will email you a Returns Form. Please complete it with your full details and order number and enclose it with the goods you are returning.
We recommend using a signed-for service to ensure the goods are returned safely. Please do not send your purchase back to the manufacturer, follow the instructions provided by the customer care team.

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When your item arrives our, the quality team will inspect your items for faults, Once the item is confirmed as faulty, we will credit your rewards account with the equivalent of what you paid for the item or send you a voucher loaded with the equivalent cost of the defective or damaged products to enable you order a new product from our site only.

If the Quality team inspects and couldn’t find any faults, this will be communicated to you and your product might be returned to you either with your next order or you will be charged for postage.
Please note: the process of checking your product might take 3-4 working days from the day we received the package from you, so please be patient.

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GENERAL INFORMATION

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ORDERED THE WRONG ITEM OR CHANGED YOUR MIND?

‍We have a 30days return policy. If 30 days have passed since your purchase, we cannot offer you a refund. To be eligible for a return, your item must not be opened ie tamper roof is intact, be unused and in the same condition you received it. It must also be in the original packaging. Please note that we cannot reimburse any postage fees you may incur when you change your mind after purchasing our product and decides to return the items to us, we may accept the return (T&C applies) but you will pay for the postage to send it to us.
Once orders are placed and payment has been processed, we cannot interject or cancel your order as it is already in the system to be shipped. Once you receive your order and still wish to return it, then you contact customer care to authorise a return and refund.

4. RETURN SHIPPING

‍Before making a return, please contact us for a Returns Form. You can do this by emailing us at hello@biosensori.com Once discussed and a return is agreed upon, we will email you a Returns Form. Please complete it with your full contact details, order number, and billing address and enclose it with the goods you are returning. Shipping costs are non-refundable. If you receive a credit, the cost of return shipping will be deducted from your credit. If you ship items worth over £80, we strongly advise using a next-day trackable shipping service or purchasing shipping insurance. We recommend using at least a signed-for service for all returns. We cannot refund your order if we do not receive them in our location. Please enclose your full details, order number and billing address. Without these details, we cannot provide a credit.

5. EXCHANGES

‍The quickest and easiest way to receive new items before your desired item sells out is to re-purchase them online and return the unused items for a credit. If you follow this process, you will receive the correct items quickly and your credit will be processed once the items are back with us.

6. REFUNDS

‍Once we receive and inspect your return and everything is in order, we will credit the product value, excluding any postage charges originally paid. Please allow a few days for the credit to be reflected in your account.

7. LATE OR MISSING REFUNDS

‍If you have not received a credit within a week of returning your item/s, please get in touch with us first to check that they have been received back. If they have, and we have already processed your refund, please get in touch with your card-issuing bank or company. However, please bear in mind that it may take some time before your refund is officially returned to your account. If you still have not received your refund after 8 -15 working days, please contact us at hello@biosensori.com.

8. SALE OR CLEARANCE ITEMS;

‍Only regular-priced items may be refunded/returned; unfortunately, sale and clearance items cannot be refunded or returned. Please note we may do sales occasionally, and that our products are on sales for marketing reasons only. Products featured on our sales are of good quality, safe and wholesome.

9. UNDELIVERED ORDERS

‍If your order arrives back to us for whatever reason, including if you have entered the wrong delivery address, we will contact you as soon as possible. Due to the way our stock control system works, we cannot resend the returned orders. We will usually credit the full order value to you, except any shipping fees paid along with a handling and packaging charge of £5, where your order is less than £5, we may not refund you anything. Therefore you are encouraged to double check your address carefully before completing your purchase.

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