Refund & Return Policy

Last updated: 5 February 2025

1. Right of Withdrawal (Consumers)

In accordance with applicable consumer protection laws, a Consumer who has concluded a distance or off-premises contract with BioWell may withdraw from the sales agreement within 14 days without giving any reason and without incurring costs, except as provided by law.

The withdrawal period begins:

1. on the day the Product is delivered to the Consumer or a person designated by the Consumer other than the carrier;
2. for multiple Products delivered separately – on the day of delivery of the last Product;
3. for Products delivered in parts or batches – on the day of delivery of the last part or batch;
4. for regular deliveries over a fixed period – on the day of delivery of the first Product.

2. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the Consumer must submit a clear statement of withdrawal before the withdrawal period expires.

The statement may be sent:

• by email, or
• by post to the address indicated below.

A model Withdrawal Form is provided in Annex 1 to the Terms and Conditions. Use of the form is optional. If the withdrawal statement is sent electronically, BioWell will promptly confirm receipt by email.

3. Effects of Withdrawal & Refunds

1. Upon withdrawal, the sales agreement is deemed not concluded.
2. The Seller will reimburse all payments received from the Consumer, including standard delivery costs (excluding additional costs resulting from a delivery method chosen by the Consumer other than the least expensive standard method offered).
3. Refunds will be issued:
   • within 14 days of receiving the withdrawal statement,
   • using the same payment method used for the original transaction unless expressly agreed otherwise,
   • in U.S. dollars (USD).
4. The Seller may withhold reimbursement until the returned Product is received or until the Consumer provides proof of return, whichever occurs first.
5. Any international banking, card issuer, or currency conversion fees applied by the Customer’s bank are non-refundable.

4. Return Authorization & Return Address

All returns must be authorized in advance.

After submitting a withdrawal or return request, the Consumer will receive a Return Merchandise Authorization (RMA) number and detailed return instructions.

Authorized return address (USA):
BioWell America LLC
790 North Milwaukee Street
Milwaukee, WI 53202, USA
Attn: Returns (RMA required)

BioWell America LLC acts solely as an authorized receiving agent on behalf of the Seller and does not process refunds or payments. The Consumer bears the direct cost of returning the Product unless otherwise required by law.

5. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to contracts:

1. for non-prefabricated Products made to the Consumer’s specifications or clearly personalized;
2. for Products supplied in sealed packaging that cannot be returned for health or hygiene reasons once unsealed;
3. for Products liable to deteriorate or expire rapidly;
4. for services fully performed with the Consumer’s prior express consent;
5. where the price depends on financial market fluctuations beyond the Seller’s control;
6. for Products sold strictly for laboratory research use only, including chemical compounds and reference materials labeled “For research use only / Not for human consumption”.

Due to their specialized nature, regulatory constraints, and storage requirements, research-only Products are not eligible for return or exchange once delivered.

6. Complaints

If a Product is defective or non-compliant with the sales agreement, the Customer may submit a complaint.

Complaints should be sent by email to:
info@biowellglobal.com

The complaint should include:

• a description of the issue,
• the date of occurrence,
• order details,
• Customer contact information,
• the requested resolution.

The Seller will respond to complaints within 14 calendar days of receipt.

7. Chargebacks & Payment Disputes (Important)

To ensure efficient and fair resolution of any payment-related issues, Customers are strongly encouraged to contact BioWell customer support prior to initiating a chargeback or payment dispute with their bank or card issuer.

In most cases, issues such as refunds, billing questions, or order clarification can be resolved quickly and amicably by contacting BioWell directly.

Initiating a chargeback without prior contact may delay resolution and may require additional verification by the payment processor or issuing bank. Initiating a chargeback does not suspend or replace the standard refund and complaint procedures described above.

Customer support contact:
Email: info@biowellglobal.com
Phone: +1 813 733 9167

8. Seller & Contact Information

Seller of Record:
BioWell Damian Krawczyk
ul. Krakowskie Przedmieście 79
00-079 Warsaw, Poland

Fulfillment & Authorized Returns (USA):
BioWell America LLC
790 North Milwaukee Street
Milwaukee, WI 53202, USA