Return Policy
1) General
At bionera.gr, we want you to be completely satisfied with your purchases. For this reason, the consumer is granted the right of withdrawal (return) within fourteen (14) days from the date of receipt, under the conditions described below.
2) Right of withdrawal (14 days)
If you change your mind, you can request a product return within 14 calendar days of receipt:
For orders with multiple products delivered separately, the deadline begins upon receipt of the last product.
In the case of periodic/recurring provisions, the deadline begins upon delivery of the product.
Important condition (sealed products)
For reasons of hygiene/consumer protection and because these are food supplements, withdrawal is accepted only if the product is fully sealed and has not been opened/unsealed.
3) How to exercise the right of withdrawal
To initiate the process, please contact us before sending the return:
by e-mail at info@bionera.gr, or by phone at 210.
In your message, it is advisable to state: order number, full name, product(s) and contact details.
4) Return deadline – proof of dispatch
After notifying us of your withdrawal, you must send the product within 14 calendar days.
The return must be accompanied by clear proof of dispatch (e.g. shipping/tracking number) demonstrating that the package was sent on time and securely.
5) Product condition – what is accepted
For a return to be accepted, the product must:
not have been used, be in perfect condition, exactly as received, be returned in its complete original packaging (box/wrapping/protective materials, etc.), without damage or alteration, include all accompanying packaging materials (e.g. instructions/leaflets where applicable), be accompanied by the necessary legal documents/receipts (where required) and the proof of receipt.
The consumer is liable for any reduction in the value of the product only if its handling exceeded what was absolutely necessary to ascertain its nature and characteristics.
6) When withdrawal is not accepted
BIONERA IKE reserves the right not to accept a return/withdrawal and not to issue a refund when:
the product has been unsealed, opened, or shows signs of use, the packaging is damaged/altered, parts of the original packaging or accompanying materials are missing, damage has been caused to the product due to consumer fault or use beyond what is necessary to check its characteristics.
7) Refund
If the above conditions are met and the product is received/checked, we proceed with the refund of the price.
The refund is processed after checking the condition of the product and can be completed:
after receipt of the return, and/or after providing undeniable proof that the product has been safely shipped back.
Note: In case cash on delivery was chosen, any cash on delivery service cost charged during the order may not be refunded as a payment service (depending on the case/provider).
8) Defective / wrong product upon delivery
If you receive a product that is wrong or shows a problem/damage not due to your fault, please contact us immediately at info@bionera.gr, stating the order number and (if possible) relevant photos of the packaging/product, so that we can guide you to the fastest solution.
