RETURNS AND REFUNDS

Except for the exceptions provided by law, Consumers resident in the European Union may withdraw from an online purchase contract within 14 days, without having to give any reason.

The right of withdrawal applies exclusively to Users purchasing as Consumers, that is, for purposes unrelated to their business, trade, craft or profession.

The 14-day period runs from the day on which the Consumer, or a third party other than the carrier and designated by the Consumer, acquires physical possession of the Product.

In the case of several Products ordered in a single Order and delivered separately, the period runs from the day of delivery of the last Product.

In the case of a Product consisting of multiple batches or pieces delivered separately, the period runs from the day of delivery of the last batch or piece.

To exercise the right of withdrawal, the Consumer must explicitly communicate their decision to BioXFarm before the 14-day period expires.

The request can be sent:

• through the “Withdraw from the contract” function below;
• through the model withdrawal form contained in the Terms and Conditions;
• by e-mail to info@bioxfarm.com.

In the communication, it is advisable to state:

• first and last name;
• Order number;
• e-mail address used for the purchase;
• Products to be returned;
• date the Order was received.

After receiving the request, BioXFarm will provide the Consumer with the instructions needed to make the return.

Products must be returned to:

Società Agricola BioXFarm S.r.l.s.
Contrada Ciuranà, 88812 Crucoli (KR), Italia

The Consumer must ship the Products without undue delay and in any case within 14 days of communicating the withdrawal.

The deadline is met if the Product is handed to the carrier before the 14-day period expires.

It is advisable to use a traceable shipping method and to keep the receipt until the refund procedure is complete.

The Consumer is only responsible for any diminished value of the Product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Products should be returned, as far as possible:

• complete with all items received;
• properly packaged to prevent damage during transport;
• in the original packaging, if still available;
• without alterations not necessary to inspect the Product.

The absence of the original packaging does not automatically result in the loss of the right of withdrawal, but the Consumer may be liable for any diminished value caused by excessive handling or inadequate packaging.

In the case of withdrawal exercised for a simple change of mind, the direct cost of the return shipment is borne by the Consumer.

The cost of the return is instead not borne by the Consumer when the return is due to:

• a damaged Product;
• a wrong Product;
• a missing Product;
• liquid loss;
• a lack of conformity;
• an error attributable to BioXFarm;
• damage attributable to the carrier appointed by BioXFarm.

The right of withdrawal is excluded in the cases provided by law, including the supply of:

• goods liable to deteriorate or expire rapidly;
• sealed goods which, for hygiene or health protection reasons, are not suitable for return once opened, where this exception is concretely applicable;
• goods made to the consumer’s specifications or clearly personalised.

The mere fact that a Product is a food item does not automatically exclude the right of withdrawal.

The applicability of any exception will be assessed based on the nature, characteristics and actual condition of the Product, in compliance with the applicable law.

At the time of delivery, the Customer is invited to check the integrity of the packaging.

In the presence of visible damage, it is advisable to:

• accept delivery with a specific reservation, if allowed by the courier; or
• refuse the package when the damage is evident and significant.

In case of a damaged, wrong, missing, defective or leaking Product, the Customer is invited to promptly contact BioXFarm at info@bioxfarm.com, stating the Order number.

To facilitate and speed up the check, it is advisable to attach photographs of:

• the outer packaging;
• the shipping label;
• the inside of the package;
• the damaged or non-conforming Product.

Sending photographs facilitates the handling of the request, but does not limit the Consumer’s mandatory rights under the law.

Once the problem has been verified, BioXFarm may propose, depending on the specific case and the remedies provided by law:

• replacement of the Product;
• a full or partial refund;
• a proportional price reduction;
• another remedy provided by the legal guarantee of conformity.

The costs necessary for returning or replacing a damaged, wrong or non-conforming Product are borne by BioXFarm.

In case of a validly exercised withdrawal, BioXFarm will refund the payments received for the returned Products.

If the withdrawal concerns the entire Order, the cost of the cheapest standard delivery method available for that Order will also be refunded.

Any additional costs resulting from the Consumer’s choice of a more expensive delivery method than standard delivery will not be refunded.

In case of only a partial return of the Order, the initial delivery costs will normally not be refunded, unless the return is due to an error, damage or defect attributable to BioXFarm or the appointed carrier.

The refund will be issued without undue delay and in any case within 14 days from the day BioXFarm was informed of the decision to withdraw.

BioXFarm may withhold the refund until it has received the Products or until the Consumer has provided proof of having shipped them, whichever is earlier.

The refund will be made using the same payment method used for the purchase, unless otherwise agreed with the Consumer that does not involve additional costs.

After the refund is issued, the actual credit may require further technical time depending on the bank, card network or payment provider.

Consumers are entitled to the legal guarantee of conformity provided by the Italian Consumer Code and applicable European law.

BioXFarm is liable for lack of conformity existing at the time of delivery and which becomes apparent within the period provided by law, generally two years from delivery for new goods, taking into account the nature of the Product, its normal duration and the minimum shelf life indicated on the label.

In the presence of a lack of conformity, the Consumer is entitled, free of charge, to the remedies provided by applicable law.

The rights granted by the legal guarantee are distinct from the right of withdrawal and are not limited by this returns policy.

For requests relating to returns, refunds or damaged Products, you can contact:

Società Agricola BioXFarm S.r.l.s.
Contrada Ciuranà, 88812 Crucoli (KR), Italia

E-mail: info@bioxfarm.com
Phone: +39 0962 34 034