Shipping Policy
Order Processing Time
All orders are processed within 1-3 business days (excluding weekends and holidays) after the order is placed. Please note that during high volume periods, processing time may be longer than usual.
Shipping Costs, Delivery Time, and Shipping Restrictions
Shipping costs are free for shipments to countries in the European Union, the United Kingdom, the United States, and Canada.
Once the carrier has your order, the delivery time will depend on the shipping address:
- 2-3 business days in Spain.
- 3-5 business days in the rest of the EU and the UK.
- 7-9 business days in the United States and Canada.
If you wish to receive your Bioo Lux in a country other than those mentioned above, please contact us at bioolux@bioo.tech.
Order Tracking
Once your order has been shipped, you will receive an email with a tracking number. You can track your order using the tracking number on the logistics company’s website.
Customs and Import Taxes
Bioo is responsible for any customs or import taxes that may apply to international orders destined to the UK, USA and Canada. For other destinations, please contact us at bioolux@bioo.tech.
Return Policy
You have a 15-day period from the receipt of your Bioo Lux to try it out. If you decide to return it, please inform us before the end of that period by sending an email to: bioolux@bioo.tech.
Please note that you must return the product in the same condition as you received it, without any damage or signs of use of any kind, within the original packaging and with the same accessories and items it originally included.
Return Processing
After receiving your return request, we will send you a return label.
Place Bioo Lux and all its accessories inside its packaging, adequately protect the sales box within another shipping box (it can be the one you originally received), print the return label, attach it to the outside of the shipping box, and drop it off at a collection point of the reverse logistics company or schedule a pickup.
Once we receive your return, we will inspect the returned items within 5-7 business days and then process your refund.
The money will be refunded to the original payment method you used during the purchase. You will receive the refund within approximately 7 days from confirmation (varies depending on the bank). Return shipping costs will be deducted from the amount to be refunded, the amount depends on the country of origin of the return, please consult by mail in your specific case.
We also offer the option for the customer to manage the return themselves, by selecting the transportation company and purchasing the label on their own.
Claim for Defective Product
If the customer receives a defective unit, please send an email to bioolux@bioo.tech following these instructions:
- Indicate the order number in the subject accompanied by “Defective Product.”
- Describe the defect of the received unit in the body of the email.
- Attach photos and/or videos showing the defect.
- Provide the order number and date.
- Provide a name and a phone number where you can be reached.
Once the claim is received, our customer service team will contact you to provide a satisfactory solution.
Payment Methods
We accept payments by debit or credit card through the Stripe payment gateway.
This ensures that the selection of the payment method and the entry of data will be carried out in a secure environment. Payments will be encrypted using secure technology and authentication mechanisms such as 3D Secure, where the card issuer directly requests a secret data from the cardholder to enhance security for purchases.
