Refund policy

Returns and refund policy

At BioActive Labs we want your shopping experience to be satisfactory. If for any reason you are not happy with your order, you may return it under the conditions set out below.

Return period (right of withdrawal)

  • If you are a consumer, you have the right to withdraw from this contract within 14 calendar days without giving any reason.
  • The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If a single order is delivered in several shipments, the period starts from receipt of the last one.
  • To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

How to request a return

  • Inform us of your decision to withdraw from this contract by an unequivocal statement, for example an e-mail to dulasport2025@gmail.com or a letter sent by post to the address given below.
  • You may use the model withdrawal form at the end of this policy, but it is not obligatory.
  • To speed up processing, we would be grateful if you could state your order number or attach your proof of purchase. You do not need to provide us with your bank details.

Condition of the product

  • Pursuant to Article 103(e) of the Spanish consolidated General Law for the Protection of Consumers and Users (Royal Legislative Decree 1/2007), the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. For this reason, food supplements and complementary feed for animals can only be returned unopened and with the seal intact.
  • We recommend that you return the products in their original packaging. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Return address

You shall send back the goods without undue delay and in any event not later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us, to the following address:

DULASPORT SL
Calle Creativitat, 4B
08850 Gavà (Barcelona)
Spain
dulasport2025@gmail.com

  • You will have to bear the direct cost of returning the goods.

Refund

  • We shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the day on which we are informed about your decision to withdraw from this contract.
  • We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.
  • We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Damaged or defective products

  • All our products are shipped new and free from physical or legal defects.
  • If your order arrives damaged or you find a defect, please let us know as soon as possible at dulasport2025@gmail.com, attaching photos of the parcel and the product. If you can, please also report the issue to the carrier at the time of delivery: this helps us handle the claim, but it is not a condition for dealing with it.
  • Regardless of the right of withdrawal, as a consumer you are protected by the legal guarantee of conformity: three years from delivery under Spanish law (Article 120 of Royal Legislative Decree 1/2007). If you reside in another Member State of the European Union, you retain in any event the protection granted to you by the law of your country, which cannot be less than two years.
  • In the event of a lack of conformity, you may request replacement of the product or, where applicable, a price reduction or termination of the contract, free of charge. In these cases, the return costs are borne by us.

For any questions or to start a return, please contact our Customer Service team at dulasport2025@gmail.com.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

  • To DULASPORT SL, Calle Creativitat, 4B, 08850 Gavà (Barcelona), Spain, e-mail: dulasport2025@gmail.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.