Returns Policy (UK & EU Consumers)
We offer a straightforward returns policy in line with your statutory rights. You have a 14-day statutory right to cancel your order (beginning the day after you receive the goods), and then an additional 14 days from that cancellation date to return the goods to us.
• The 28-Day Limit: This gives you a total of 28 days from delivery to get the goods back to us. Returns will not be accepted after 28 days.
• Return Costs: You must pay the cost of returning the goods to us.
• Condition of Goods: All items must be returned to us in as-new, fully re-saleable condition, and in the original, undamaged packaging.
🚫 Product Exclusions (Safety Seals)
Because hydro dioxide tablets are a chemical water treatment product, we cannot offer refunds or accept returns on opened packages or broken safety seals (unless the product is proven faulty). Once the original airtight or protective chemical packaging is opened, the product is no longer in a re-saleable condition due to chemical stability, safety, and hygiene regulations.
How to Return an Item
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Notify Us: You must request your return in writing (email is fine) or by using our online portal. Scroll to the bottom of this page on www.biofilmsremover.co.uk and click "Start My Return".
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RMA Number: Once submitted, you will receive an email acknowledgment. A member of the Biofilms Remover team will review the request, supply you with a Return Merchandise Authorization (RMA) number, and advise you on how to send your items back.
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Package Safely: Ensure your items are securely packaged. Please see our Packaging Your Return guidelines below.
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Proof of Postage: You must obtain proof of postage and adequate postal insurance. We cannot issue a refund for items that do not safely arrive back at our warehouse.
🚚 Need a Collection? We can arrange a courier pickup for your return upon request. A charge starting from £15 will apply and will be deducted from your final refund.
Packaging Your Return
You are responsible for ensuring the goods are well-protected during transit.
• Do not assume the original shipping box will be adequate for a return; you may need to use fresh, secure packaging materials.
• Biofilms Remover cannot be held liable for items that are damaged in transit back to us due to inadequate packaging.
• You are liable for any diminished value of the product resulting from handling or poor transit packaging.
Refunds & Restocking Fees
• Method: Refunds can only be issued to the original payment card used for purchase.
• Timeline: We will process your refund within 14 days of receiving the returned product at our warehouse (or within 14 days of your cancellation notice if no goods were shipped).
Outbound Shipping Cost Refunds:
• Within 14 Days: We will refund the product cost plus our standard (not expedited) outbound delivery charge only if the item is cancelled and returned within 14 days of original receipt.
• After 14 Days: If you return an item between day 15 and day 28, we will not refund the original shipping charge.
• Free Shipping Adjustments: If your original order qualified for free shipping because it was over our minimum threshold, and the return drops your net order value below that threshold, we reserve the right to deduct our standard shipping/handling costs from your final refund total.
⚠️ Restocking Fee
If an item is returned to us and is found not to be in an as-new, fully re-saleable condition (e.g., damaged box, water damage, or slight handling wear), we reserve the right to refuse the refund entirely or deduct a restocking fee of up to 25% of the original selling price.
