We have a 30-day return rule, which means you have 30 days after receiving your item to request a refund.

To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase.

To start a return, contact us at hello@bioprime.bg. Returned items must be sent to the following address: Gentle Labs Ltd, ulitsa „Ohrid” 20, office 3, 9000 Varna, Bulgaria.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us about a return at hello@bioprime.bg.

Damages and issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and correct it.

Exceptions / items that cannot be returned

Some types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as cosmetic products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges

The fastest way to be sure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-day cooling-off period for the EU

Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase.

Refunds

We will notify you after we receive and inspect your return, and we will tell you whether the refund is approved or not. If it is approved, you will be refunded automatically to your original payment method within 10 working days. Please remember that it may take some time for your bank or credit card company to process and post the refund. If more than 15 working days have passed since we approved your return, please contact us at hello@bioprime.bg.