Returns, Damaged Products and Order Cancellation Policy
Last updated: 29 July 2026
Bioactiva Diagnostica GmbH
Louisenstraße 137
61348 Bad Homburg vor der Höhe
Germany
Telephone: +49 6172 171020
Email: [email protected]
This policy explains our procedures for:
- voluntary order cancellation before dispatch;
- damaged, defective, contaminated, or incorrectly delivered products;
- return shipments;
- refunds and replacement deliveries; and
- food-supplement product safety.
This policy does not restrict the statutory right of withdrawal or any statutory warranty rights available to consumers.
Information concerning the statutory right of withdrawal is provided separately in our Right of Withdrawal Policy for Consumers.
1. Order Processing and Shipping
Orders are processed after successful receipt of payment.
We normally aim to dispatch orders within two business days after receipt of payment unless another dispatch period is stated on the relevant product page.
Business days are Monday to Friday, excluding public holidays at our registered place of business.
Delivery times may be affected by the delivery address, the shipping service provider, public holidays, force majeure, and circumstances beyond our reasonable control.
2. Voluntary Cancellation Before Dispatch
You may request cancellation of an order before it has been handed over to the shipping service provider.
To request cancellation, contact us immediately at:
Please include:
- your full name;
- your order number; and
- the email address used for the order.
We will make reasonable efforts to stop the order before dispatch. However, cancellation before dispatch cannot be guaranteed if the order has already entered the fulfilment, packing, or shipping process.
If we successfully cancel the order, any payment already received will be reimbursed without undue delay using the same payment method used for the original transaction, unless another method is expressly agreed.
If the order has already been dispatched, you may exercise any applicable statutory right of withdrawal or statutory rights concerning defective goods.
This voluntary cancellation service does not replace or restrict the statutory right of withdrawal.
3. Damaged Products and Mandatory Evidence
Please inspect the delivered parcel and products as soon as reasonably possible after receipt.
If a product appears to have arrived damaged, broken, leaking, contaminated, opened, improperly sealed, or otherwise affected during delivery, contact us without undue delay at:
Evidence requirement
When contacting us regarding a product that allegedly arrived damaged, you are required to provide reasonable evidence documenting the condition in which the product and parcel were received.
Photographic evidence is normally mandatory for our initial damage assessment.
Please provide clear photographs showing, where applicable:
- the complete damaged product;
- a close-up of the specific damage;
- the product seal or closure;
- the product label;
- the batch or lot number;
- the best-before date;
- the internal packaging and protective material;
- the external shipping box from all relevant sides;
- any visible damage to the shipping box; and
- the shipping label attached to the parcel.
Please also provide:
- your full name;
- your order number;
- the date on which the parcel was received;
- a description of the damage;
- the number of affected products; and
- whether the parcel appeared damaged, wet, opened, resealed, or otherwise altered when delivered.
Please retain the product, shipping box, packaging material, label, and all contents until we have completed our initial assessment and provided further instructions.
Do not dispose of or consume a product that appears damaged, contaminated, leaking, improperly sealed, or unsafe.
If it is technically or reasonably impossible to provide photographs, you must explain why and provide other suitable evidence where available. We may then request that the product be returned or made available for physical inspection.
If sufficient photographic or equivalent evidence is not provided, we may be unable to verify the alleged delivery damage remotely and may require the return and inspection of the product before determining the appropriate resolution.
This evidence requirement is intended to allow us to assess the damage, protect product safety, and, where applicable, document a claim against the shipping service provider. It does not exclude, reduce, or replace your statutory warranty rights.
4. Defective or Incorrectly Delivered Products
If a product is defective, contaminated, incorrectly labelled, different from the product ordered, missing from the parcel, or otherwise does not conform to the contract, please contact us at:
Please provide:
- your full name;
- your order number;
- a description of the issue; and
- photographs or other evidence where relevant and reasonably available.
For incorrectly delivered products, please provide a clear photograph of the item received and its label.
Your statutory rights concerning defective or incorrectly delivered goods remain unaffected.
Depending on the circumstances and applicable statutory requirements, the available resolution may include replacement delivery, subsequent performance, price reduction, reimbursement, or another legally available remedy.
5. Return Instructions
For damaged, defective, contaminated, or incorrectly delivered goods, please contact us before sending the goods back so that we can provide suitable return and safety instructions.
Customers exercising the statutory right of withdrawal are not legally required to obtain prior return authorisation. However, contacting us before returning the goods may help us identify and process the return more efficiently.
Returns should be sent to:
Bioactiva Diagnostica GmbH
Louisenstraße 137
61348 Bad Homburg vor der Höhe
Germany
Please package returned products carefully to prevent avoidable damage during transport.
We recommend using a traceable shipping method and retaining the proof of shipment.
6. Return Shipping Costs
Where a consumer exercises the statutory right of withdrawal, the consumer bears the direct costs of returning the goods, as explained in our Right of Withdrawal Policy for Consumers.
Where goods are confirmed to be damaged, defective, contaminated, or incorrectly delivered, we will bear the necessary return-shipping costs in accordance with the applicable statutory requirements.
Please follow our return instructions before purchasing postage for a defective or damaged-product return. We cannot guarantee reimbursement of unnecessary or disproportionately expensive shipping methods selected without prior agreement.
7. Refunds and Replacement Deliveries
Refunds resulting from a statutory withdrawal are governed by our Right of Withdrawal Policy for Consumers.
For damaged, defective, contaminated, missing, or incorrectly delivered products, we will assess the information and evidence provided and offer an appropriate resolution in accordance with the applicable statutory requirements.
Where a refund is due, it will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.
We may request the return or physical inspection of the product before completing the claim where this is reasonably necessary.
Nothing in this section restricts the customer’s statutory rights.
8. Sealed Food Supplements
Food supplements are subject to particular health-protection, hygiene, contamination, and product-safety considerations.
The statutory right of withdrawal may expire where:
- the product was supplied with a health-protection or hygiene seal;
- the product is unsuitable for return for health-protection or hygiene reasons; and
- that seal was opened or removed by the customer after delivery.
Opening the ordinary external shipping box does not, by itself, remove the statutory right of withdrawal.
The sealed-goods exception does not exclude claims concerning products that:
- arrived damaged;
- arrived with a broken or missing seal;
- were contaminated;
- were defective;
- were incorrectly delivered; or
- otherwise failed to conform to the contract.
Customers should not consume any product where the safety seal appears to have been broken, removed, altered, or damaged before delivery.
9. Voluntary Returns Outside the Statutory Withdrawal Period
Unless expressly agreed by us in writing, we do not offer a general voluntary return right after the applicable statutory withdrawal period has expired.
This does not affect statutory rights relating to damaged, defective, contaminated, or incorrectly delivered goods.
10. Contact
For cancellations, returns, damaged-product claims, defective products, incorrect deliveries, or refunds, contact:
Bioactiva Diagnostica GmbH
Louisenstraße 137
61348 Bad Homburg vor der Höhe
Germany
Telephone: +49 6172 171020
Email: [email protected]
Please include your full name and order number in all correspondence.
A reason is required when reporting damaged, defective, contaminated, missing, or incorrectly delivered products so that we can assess the reported problem.
No reason is required when exercising the statutory right of withdrawal.