COMPLAINTS PROCEDURE

Guarantees

We take special care of our products and we strive to ensure that they reach you in perfect condition. However, it is possible that an order becomes damaged partly or fully during shipment, which will make you entitled to the guarantee of receiving a product in good state and order. All you need to do is notify us within two months since you discovered the fault by sending us an email at hello@biogoodies.nl. In case the fault falls within the guarantee criteria, we will promptly repair or replace the defective product at no cost to you.

Complaints

Should you have any complaints about products purchased on our website, we would like to assist and help in finding a satisfactory solution for you. Please get in touch with us by sending us an email at hello@biogoodies.nl. All complaints submitted to us shall be answered within 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, we will reply within 14 days with a notice of receipt and an indication when you can expect a more comprehensive response. Please allow us at least 4 weeks to resolve the complaint by mutual agreement.

Since 2016, consumers in the European Union may submit their complaint via the ODR platform of the European Commission, to be accessed here . Whereas we fully respect your right to access the ODR platform, we would appreciate if you contact us first for any and all complaints, thus giving us the chance to assess, understand and address any possible shortcomings in our products or processes, directly and expeditiously.

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