In compliance with German e-commerce laws, Biolounge guarantees a 100% full refund within 7 days of receipt of returned goods.
* (Only if the following conditions are met)
If you wish to return a product :
1. Please send us a return request email with the following information via the inquiry form within 7 days of receiving the product.
・Order number (e.g. #1001)
- The name of the product you wish to refund and the purchase price - The reason for requesting a refund (to improve our services in the future)
*We cannot accept any products that have been delivered more than 7 days ago. Thank you for your understanding.
2. After confirming and receiving the product, please send the product to the specified address within 7 business days. (Shipping costs are to be paid by the customer)
3. After confirming the returned product, we will process the refund.
We are not responsible for products lost during return shipping.
Before requesting a refund, please be sure to read the detailed exchange and refund policy below.
After receiving the returned item, we will carry out the required procedures.
* Regardless of the reason, we cannot accept any refunds or other procedures before the product is returned.
*We will not be able to respond to inquiries after the deadline stated above.
[Regarding products that are defective or suspected to be defective]
1. If you suspect that the product is defective, please contact BioLounge Contact within 10 days of receiving the product with the following information:
- Order number
- Name of the product suspected to be defective and purchase price
- Why you suspect a defect (please provide as much detail as possible)
*We cannot accept any products that have been delivered more than 10 days ago. Thank you for your understanding.
2. After confirmation and approval, please send the product to the specified address. (Shipping costs are at your expense.)
(If a defect is found, we will refund your shipping costs.)
Returns without permission will be strictly prohibited.
3. After we have inspected the product, we will arrange for the retailer to exchange it only if it is found to be defective.
*Due to the nature of organic cosmetics, there may be slight differences in color and scent depending on the product. Therefore, differences due to the feel of the product itself cannot be accepted as defective products. Please be careful.
*Depending on the product packaging, it may become smaller and shriveled due to changes in air pressure during shipping. Although the packaging box may be crushed (wrapping paper, etc. may open) due to shaking during shipping, we cannot accept it as a missing item. Thank you for your understanding.
We are not responsible for products lost during return shipping.
Before requesting an exchange, please be sure to read the detailed exchange and refund policy below.
* Regardless of the reason, we cannot accept any exchanges or other procedures prior to return of the product.
*We will not be able to respond to inquiries after the deadline stated above.
[Exchange and refund policy]
General Terms for All Products
- Product refunds must be requested within 7 days of receiving the product.
- Product exchanges must be requested within 10 days of receiving the product.
・For all exchanges and returns, please send an email to Bio Lounge Contact requesting an exchange or return, and after receiving confirmation and approval, please send the item to the specified address. Returns without permission will not be accepted.
・Products to be returned or exchanged must be in their original condition, including the packaging, and must not be opened. We cannot accept returns that are incomplete.
Please note that you will be responsible for the cost of return/reshipment. We cannot accept cash on delivery returns/returns.
- We are not responsible for any accidents that occur during return shipping (loss, damage, etc.).
- "Exchange" means that you return the product deemed to be defective to Germany, and if the defect is confirmed, we will arrange for a new product to be sent ("exchange") to the retailer.
- Please note that if there is a disagreement between you and the manufacturer or retailer as to whether or not a product is defective, the decision will be made by the manufacturer or retailer.
- We will not accept any product exchanges due to crushed outer boxes or reasons attributable to the customer.
*Since this is an overseas delivery, items that are not defective but have no problems with the contents, such as dirty or crushed boxes, will not be considered defective.
・Please note that we cannot accept any returns or refunds for food items after delivery.
(To prevent chocolate and other products from melting, sales are limited to October to the end of March. Please note that the chocolate may melt during this period due to weather conditions, etc.)
・After receiving the returned item, we will carry out the required procedures.
* Regardless of the reason, we cannot accept any refunds or other procedures before the product is returned.
*We will not be able to respond to inquiries after the deadline stated above.
[In the event of product shortage or incorrect product shipment]
[In case of out of stock of product]
Immediately after receiving your package (valid within 7 days), please contact us at contact@biolounge.info with the following information:
1. Images of the ① product, ② packaging materials, and ③ box included in the package
2. Total weight of all items (①, ②, ③)
*All packages are weighed before shipping. We will check the weight based on the delivery store data and your data.
If you do not provide the above information, we will not be able to accept your claim. We apologize for any inconvenience this may cause.
If you receive the wrong product
In order to ensure that we can respond smoothly, please contact us at contact@biolounge.info with the following information:
1. Name of the person placing the order
2. Order number
3. Details of the incorrectly delivered product - An image showing the whole product (an attachment from a mobile phone, etc. is fine)
- The barcode and expiration date or serial number (Charge No.) on the product package
If you do not provide the above information, we will not be able to accept your claim. We apologize for any inconvenience this may cause.
*For information about expiration dates, please refer to "About Expiration Dates" on this page .
After confirming the above information from the customer and the shipping data with the shipping store, we will refund the product price.
(Please note that we cannot resend genuine products.)
*We will not be able to respond to inquiries after the deadline stated above.
For more information about the Premium Shipping Plan and Smart Shipping Plan, please click here .
BioLounge may change its exchange or return policy without notice and reserves the right to refuse any request for exchange or refund that exceeds the exchange or refund policy.
