Refund and Returns Policy
Returns & Refunds Policy
At Bio Food Planet, we want you and your pets to be completely satisfied with your purchase. We carefully select the products we offer and want you to feel confident when shopping with us.
This Returns & Refunds Policy applies to purchases made through the Bio Food Planet website and explains your statutory consumer rights, our returns process, and our additional 60-Day Satisfaction Guarantee.
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded.
1. Statutory Cancellation and Consumer Rights
Your legal rights may vary depending on the country in which you live and the laws that apply to your purchase.
UK Customers
If you are a consumer purchasing qualifying goods online from Bio Food Planet in the UK, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
For eligible cancellations, we will refund the applicable amount in accordance with UK consumer law. This generally includes the cost of the least expensive standard delivery option offered at the time of purchase, but not any additional amount paid for an upgraded delivery service.
The UK statutory cancellation right may not apply in certain circumstances, including where an applicable legal exception applies to the product.
Customers Outside the UK
If you purchase from outside the United Kingdom, your order may also be subject to mandatory consumer protection, cancellation, return and refund rights under the laws applicable in your country or region.
Where local law provides you with rights that differ from those described in this policy, those mandatory rights will continue to apply.
Nothing in this policy is intended to remove, restrict or replace any statutory rights you may have under the laws applicable to your purchase.
2. Bio Food Planet 60-Day Satisfaction Guarantee
In addition to your statutory consumer rights, Bio Food Planet offers a 60-Day Satisfaction Guarantee on eligible pet supplements purchased directly from our website.
If you have used an eligible supplement for up to 60 days and do not feel that it has made a noticeable difference to your pet’s wellbeing, you may contact us to request a refund under this guarantee.
This guarantee is intended to give you additional confidence when trying our products.
How the 60-Day Satisfaction Guarantee works
If you wish to make a claim:
Contact us within 60 days of your purchase.
Provide your order number and details of the product.
Briefly explain your experience with the product.
Follow the return instructions provided by our customer support team.
Return any remaining product or, where applicable, the empty product container.
Before arranging a return, we may ask about how the product has been used, including the amount given, how long your pet has been using it and the reason for using the product.
This is intended to help us understand your experience and, where appropriate, provide useful guidance about the product.
The 60-Day Satisfaction Guarantee is an additional goodwill guarantee provided by Bio Food Planet. It does not replace, reduce or restrict any statutory consumer rights you may have.
Unless otherwise stated, the guarantee applies only to products purchased directly from Bio Food Planet.
3. Condition of Returned Products
For a standard change-of-mind return where statutory cancellation rights apply, products should remain unopened, unused and in their original sealed packaging, where applicable.
Because our products include pet supplements and other products intended for animal consumption or use, we may be unable to accept certain opened or unsealed products for a standard change-of-mind return where an applicable health, safety or hygiene exception applies.
However, this does not affect your statutory rights where a product is faulty, defective, incorrectly supplied, not as described or otherwise does not conform to the contract.
Products returned under our 60-Day Satisfaction Guarantee may have been opened and used. Depending on the product and circumstances, we may accept the remaining product or the empty container.
Please contact us before returning any product so that we can confirm the appropriate return process.
4. Faulty, Damaged or Incorrect Products
If you receive a product that is:
Damaged during delivery
Faulty or defective
Not as described
Different from the product you ordered
please contact us at support@biofoodplanet.com as soon as reasonably possible.
Where appropriate, we may ask you to provide photographs of the product, packaging, shipping box or damage to help us assess the issue.
Depending on the circumstances and applicable law, we may offer a:
Replacement
Refund
Other appropriate remedy
If the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, your statutory rights remain unaffected.
Please contact us before returning the product so that we can provide the appropriate return instructions.
5. Refunds
Once your return has been received and assessed, we will notify you regarding the outcome of your refund request.
Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you or required by applicable law.
For eligible statutory cancellations, the refund will include the applicable standard delivery cost, subject to the laws applicable to your purchase. Where a customer selected a more expensive delivery service, we may only be required to refund the cost of the least expensive standard delivery option.
Where permitted by applicable law, we may wait until the returned goods have been received or until you provide evidence that the goods have been sent back before completing the refund.
Refunds will be processed without undue delay and within the applicable statutory timeframe.
Refunds under our 60-Day Satisfaction Guarantee will be processed after the returned product or container has been received and the claim has been approved.
6. Return Shipping Costs
For a standard change-of-mind return, the customer may generally be responsible for the direct cost of returning the goods, where permitted by applicable law and where we have informed you of this before purchase.
If the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Bio Food Planet will cover reasonable return costs where required by applicable law.
For returns made under our 60-Day Satisfaction Guarantee, please contact us before sending the product back so that we can confirm the applicable return arrangements.
7. Products That May Not Be Eligible for Standard Change-of-Mind Returns
Certain products may not be eligible for a standard change-of-mind return once opened or unsealed where an applicable health, safety or hygiene exception applies.
For example, a sealed product intended for consumption or use by pets may not be suitable for return once its seal has been broken.
Any such restriction applies only to the extent permitted by applicable law.
This does not affect your statutory rights where a product is faulty, defective, not as described, incorrectly supplied or otherwise does not meet the applicable legal requirements.
8. Exchanges
If you would like to exchange an item, please contact us before sending it back.
Depending on the circumstances and availability of the requested product, we may arrange an exchange or advise you to return the original product and place a new order.
Where an exchange is not available, we will explain the available return and refund options.
9. Missing or Damaged Deliveries
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, please provide photographs of:
The shipping packaging
Any visible damage
The product
The shipping label
If your order appears to be missing or has not arrived within the expected delivery timeframe, please contact our support team.
We will investigate the delivery with the relevant carrier and work with you to resolve the issue in accordance with applicable law.
10. How to Request a Return or Refund
To request a return, refund or claim under our 60-Day Satisfaction Guarantee, please contact:
Bio Food Planet
4 Poplars Close
Luton
LU2 8AE
United Kingdom
Email: support@biofoodplanet.com
Telephone: +44 (0) 20 3411 2114
Please provide:
Your full name
Order number
Product(s) concerned
Reason for the return or refund request, where applicable
Photographs, where relevant
For a 60-Day Satisfaction Guarantee claim, a brief description of your experience with the product
Please do not send products back before contacting us, as we may need to provide specific return instructions.
11. International Orders
Bio Food Planet accepts orders from customers in multiple countries.
International orders may be subject to the consumer protection laws of the country or region where the customer is located. Where mandatory local consumer rights apply, those rights remain unaffected by this policy.
Customers are also responsible for complying with any applicable requirements relating to the importation of products into their country, including customs or other requirements, except where applicable law provides otherwise.
Where applicable, duties, taxes, customs charges or other import-related costs may be the responsibility of the customer. Details of such charges, where known, will be communicated as part of the ordering or delivery process.
12. Your Statutory Rights
Nothing in this Returns & Refunds Policy affects or limits your statutory consumer rights.
Depending on where you live and the circumstances of your purchase, you may have legal rights relating to cancellation, returns, refunds, faulty or defective products, products that are not as described, and products that are not fit for their intended purpose.
For UK customers, qualifying online purchases are generally subject to statutory cancellation rights under applicable UK consumer legislation.
For customers in the European Union, applicable consumer protection legislation generally provides a 14-day right of withdrawal for qualifying online purchases, subject to applicable exceptions.
For customers elsewhere, the applicable rights will depend on the laws governing the purchase.
Our 60-Day Satisfaction Guarantee is an additional benefit provided by Bio Food Planet and does not replace or restrict any statutory consumer rights.
13. Changes to This Policy
Bio Food Planet reserves the right to update this Returns & Refunds Policy from time to time.
Any changes will be published on this page. The version of the policy applicable to your purchase will generally be the version in effect at the time your order was placed, subject to any mandatory legal requirements that apply.
Bio Food Planet
4 Poplars Close, Luton, LU2 8AE, United Kingdom
Email: support@biofoodplanet.com
Phone: +44 (0) 20 3411 2114