Two routes, and we never blur them. If you changed your mind, you have 14 days, the seal must still be intact, and the postage back is yours. If something is wrong with the order — faulty, damaged, not what you ordered, short dated — the seal is irrelevant, your rights are wider and the return costs you nothing. Section 01 sets out the terms we rely on. It comes first so that you have them before you are bound by the contract rather than afterwards. Nothing on this page cuts down the rights the law gives you, and where a line is capable of two readings, the reading that favours you as a consumer is the one that applies.
These points apply to every consumer order placed at bio-swiss.com. They are set out here before you buy, the seal and return-postage points are on every product page too, this page is linked from checkout before you pay, and they are sent to you in writing with your dispatch confirmation, which is when the contract is made. Where the law gives you a right, that right is stated accurately further down this page, and none of the terms below reduces it.
This is the returns and cancellation policy for consumer orders at bio-swiss.com. It forms part of your contract, together with our Terms and Conditions and Shipping Policy. Our Privacy Policy explains how we handle your personal data; it is information, not a contract term. A term only binds you if you had a real chance to read it before you were bound, which is why the binding points are first and why they travel with your dispatch confirmation.
Version 2.1, dated 5 October 2026. The version in force on the day you placed your order is the version that governs that order. A term of ours that was not made available to you before you were bound does not bind you, whatever this page says later. The exception for sealed goods is not a term of ours: it comes from regulation 28(3)(b) itself.
Your order is an offer to buy. Payment at checkout and the automatic acknowledgement are receipts, not our acceptance. The contract forms when we send the dispatch confirmation. Until then we may decline the order, and if we do you pay nothing: we refund every payment in full, by the method you used, without undue delay and within 14 days at the outside.
We rely on this for stock and pricing errors, a failed payment or fraud check, an address or country we cannot lawfully or safely ship to, and orders plainly placed for resale. We tell you the reason. We do not use it to re-price an order because we have had second thoughts about a correctly published price: where a price or description was wrong, the choice between the correct price and a full refund is yours, as the next point explains.
Checkout shows the price of the goods, the delivery charge, any tax and the total before you confirm. Nothing is added afterwards. A charge that was not disclosed to you before you were bound is not a charge you have to pay, and we do not try to collect one later.
The only charges that can follow an order are a carrier's import VAT or duty on a parcel that crosses a customs border. If you were not told before you paid that they could arise, they are ours. If that disclosure was not made to you, the charge is ours, not yours.
Prices and promotions are published with care. Where a price is obviously wrong — a decimal in the wrong place, a code applied where it does not belong, a figure no reasonable buyer would take as our real price — we are not obliged to supply at it. We tell you before dispatch and you choose: proceed at the correct price, or cancel for a full refund.
A correctly published price stands, including one we later regret. This clause is for errors, not for second thoughts about our own pricing. If an obvious error only comes to light after dispatch, clause 7 of our Terms applies: you choose between paying the correct price and returning the unused goods at our cost for a refund, and we never take further payment without your agreement.
If you cancel because you changed your mind, you arrange and pay the direct cost of returning the goods to us. There is no restocking fee, admin fee or handling fee — we do not levy one and we could not lawfully invent one. We simply do not carry postage on a return where nothing was wrong with the order.
Regulation 35(5) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 allows us to put that cost on you only if we tell you before you are bound. This is that notice. The same point is on every product page, and it is repeated in your dispatch confirmation. Where the order was faulty, damaged, wrong or short dated, the return cost is ours.
Where a jar or tub is supplied with a safety seal, that seal governs one thing: whether you may send the product back because you changed your mind. It has no bearing on a product that is faulty, damaged, wrongly supplied, not as described or out of date. On that route the seal is irrelevant, and always will be.
If any line on this page reads as though an opened jar cannot be refunded when the product itself is at fault, it cannot mean that and we will not apply it that way. Clause 1 of our Terms & Conditions explains why an ambiguity of that kind is read against us rather than against you.
Our products are food supplements. They support normal physiological function. They are not a promise of a particular outcome for a particular person, and nobody here will tell you otherwise. A sound product that did not produce the result you hoped for is not a faulty product.
It can still be cancelled. A change-of-mind cancellation needs no reason at all, so inside the 14 days and with the seal intact, "it did not work for me" is as good a reason as any other. What we are accountable for is a product of satisfactory quality, fit for purpose, as described, made to specification, correctly labelled and within date.
The full ingredient list, the allergen information, the nutrient levels and the advisory wording are on the product page and printed on the jar. Read them before you break the seal. Our products are not intended for use if you are pregnant or breastfeeding. If you are trying to conceive, taking prescribed medication, due surgery or under medical care, take advice from your doctor or pharmacist first.
Where our declaration was correct and complete, a reaction to a declared ingredient is not, by itself, evidence that the product was defective. Where that declaration was wrong or incomplete, that is our defect and Route 2 applies whatever the jar looks like. Nothing here limits our liability for personal injury caused by our negligence, or our liability under the Consumer Protection Act 1987.
If a parcel arrives damaged, opened or short, email us within 48 hours of delivery with your order number, photographs of the outer box, the packing inside and the products, and the batch code from the jar. Carriers close their claim windows fast, and a report inside 48 hours is usually settled on the photographs within a working day.
This is a request, not a condition. A late report forfeits nothing — it only means we may have to ask for more evidence that the damage happened before the parcel reached you. And there is no reporting window of ours at all for a fault you could not have seen on arrival: section 03 says so in terms.
The two routes on this page are for individuals buying wholly or mainly outside a business. That test turns on what you were actually doing, not on which box was ticked at checkout: labelling an order "trade" does not strip you of consumer rights, and buying at consumer prices does not give you trade rights. We sell to people aged 18 or over, and by ordering you confirm you are.
Supply for resale runs on a separate signed agreement, summarised in our Terms & Conditions. Those are business contracts and the consumer protections on this page do not apply to them. Where we decline an order before dispatch because the buyer is under 18, we cancel it and refund in full. Where goods have already been delivered to someone under 18, unopened goods can come back at our cost for a full refund; opened goods are refunded where the law requires it, for example because they are faulty.
We are responsible for foreseeable loss caused by our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses on a product bought as a consumer. We do not cap your statutory remedies, and we do not limit our liability for death or personal injury caused by our negligence, for fraud, or under the Consumer Protection Act 1987.
Clause 28 of our Terms & Conditions sets this out in full, including the fact that we rely on no monetary cap against a consumer.
This route is the statutory right to cancel a distance purchase for any reason at all, or none. You do not have to explain yourself. Because the jars are sealed for health protection, the route is open only while that seal is intact. It has nothing to do with faulty or wrongly supplied goods — that is Route 2, and the seal never matters there.
You can cancel from the moment you place the order until the end of the 14th day after the day your parcel arrives. Where one order arrives in separate parcels, the clock runs from the day the last item arrives. Once you have told us you are cancelling, you have a further 14 days, counted from the day after you told us, to get the goods back to us.
The day of delivery itself does not count: day one is the following day, so a Monday delivery runs to the end of the Monday a fortnight later. You must send the goods back within 14 days of telling us you are cancelling; that is your legal duty, not a rule of ours. A cancellation made in time stays valid even if the goods come back late, and we do not charge a penalty for lateness. Until the goods reach us, or you give us evidence that you sent them, regulation 34(5) lets us hold the refund; and regulation 34(9) lets us deduct for loss in value, which is set out at point 6.
A change-of-mind refund is available while the safety seal is intact and the product unused, the same condition as clause 16 of our Terms. The safety seal is the seal on the jar or tub itself that closes it against contamination; one that has been lifted, pierced, cut, removed or stuck back down is broken. Once that seal has been broken after delivery, we cannot take the product back on this route.
If the seal was already broken when the parcel arrived, this is not the route you need. That is Route 2, and the return costs you nothing. Do not use the jar, as its label says, and tell us as soon as you see it, so that we can collect it and check the batch. An opened supplement cannot be inspected, resold or guaranteed safe for the next person, and that is the only thing this rule does.
Regulation 28(3)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 removes the right to cancel sealed goods that are not suitable for return for health protection or hygiene reasons, where they become unsealed after delivery. Food supplements are sealed for exactly that reason and sit inside that exemption.
While the seal is intact your cancellation right stands in full. The exemption removes a change-of-mind cancellation and nothing else. It does not touch your rights over goods that are faulty, damaged, wrongly supplied, out of date or not as described.
You choose the carrier, you pay the postage and you book the return. Use a tracked service and keep the proof of posting.
Proof of posting works for you, not against you. On a cancellation we refund within 14 days of receiving the goods back, or within 14 days of the day you give us evidence that you sent them, whichever comes first — so with that evidence your refund does not wait on the parcel arriving. The evidence we ask for is the carrier's or the Post Office's receipt for a parcel addressed to the returns address we gave you, showing the date of posting; a tracked service whose receipt records the weight protects you best. The parcel still travels at your risk until it reaches us, with or without proof of posting, as clause 15 of our Terms says. So if the goods have not reached us 30 days after you posted them, the refund for them is repayable to us, the claim for the lost parcel lies against the carrier you chose and instructed, and we give you whatever we hold to support it. That does not apply where the loss was our doing, for example because we gave you the wrong returns address.
The price you paid for the goods, plus the standard outbound delivery charge. Where you chose an express or upgraded service, we refund the standard rate rather than the premium you added. There is no restocking, admin or handling charge on a cancellation. The cost of returning the goods is yours.
Where you cancel part of an order and keep the rest, the outbound delivery charge is not refunded, because that delivery was still made, unless it was higher because of the items you returned. Delivery options and charges are shown at checkout before you pay.
You may handle and examine the goods as you would in a shop. Where a product comes back worth less because it was handled beyond that, we may reduce the refund to reflect the loss in value, itemised in writing. That is regulation 34(9). It is not a penalty and it never exceeds the refund for the item concerned. The law allows that deduction only to a trader who has given the cancellation information the Regulations require; ours is on this page.
Send it back in the outer carton if you still have it, with the seal and labels intact and nothing written on the jar. Keeping our packaging is a request, not a condition — a missing outer box does not cost you your refund. A jar whose own seal has been broken falls outside this route altogether: we return it to you at your cost, or dispose of it, whichever you ask for.
Cancellation is not all or nothing. Tell us which items are coming back and we refund those. Where a free gift, sample or promotional item came with the order and was conditional on it, send it back too. If it does not come back we deduct the price stated for it in the offer when you ordered or, where none was stated, the price we sell that item at on our site when you ordered, and no more.
If a gift was conditional on an order value and a partial cancellation takes the order below that value, we deduct the stated value of the gift rather than re-pricing the whole order. Section 07 sets out how a part return from a Pack is calculated.
Any clear statement that you are cancelling is enough: an email, a letter, your own words. You are not obliged to use a form, and we will never treat a cancellation as invalid because it was not on ours. The model form is set out here so that you have it in front of you, and it goes out again with your dispatch confirmation.
To BIO SWISS LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, info@bio-swiss.com — I give notice that I cancel my contract of sale for the following goods: [list the goods]. Ordered on [date] / received on [date]. Name. Address. Date. Signature, only if you send it on paper.
If you refuse the parcel at the door, or leave it unclaimed so that the carrier returns it, we treat that as a cancellation under this route and we refund you. Where the carrier charges us to bring the parcel back, that charge is a direct cost of returning the goods: we deduct it, we itemise it, and we never deduct more than the carrier actually charges us or more than you would have paid to return the goods yourself.
If you refused the parcel because the outer box arrived visibly damaged, tell us so: we examine the parcel when the carrier returns it and check the carrier's record, and where either shows transit damage, that is Route 2 instead and there is nothing to deduct. Even so, it is usually cheaper for you to accept the parcel and send it back on a service you choose.
The cancellation right belongs to the person who made the contract — the account the order was placed on and the card it was paid with. If you were given a jar as a gift, a change-of-mind cancellation has to come from the buyer, and the money goes back to the card it left.
Where a product is faulty, tell us anyway. We would rather deal with a faulty jar with whoever is holding it than send you back to the buyer, provided we can match the jar to an order placed with us; any refund goes back to the card that paid for that order.
The 14-day cancellation right is a consumer right and applies to consumer purchases. Wholesale, trade and ambassador orders are business to business and are governed by the signed agreement behind them, not by this route.
If you buy under a trade or ambassador agreement, your returns terms are the ones in that agreement, which we sign with you before your first trade order; email info@bio-swiss.com if you need another copy. Section 04 of our Terms & Conditions summarises the position. A trade label on an order does not change the consumer test in section 01.
A different route, with different rules, and it comes from the Consumer Rights Act 2015. If the order is faulty, damaged in transit, not what you ordered, not as described or past its date, you are covered whether the jar is sealed or already open. The sealed rule from Route 1 does not apply here and never will. These rights are statutory: we cannot exclude them, limit them, make them conditional or sign you out of them, and nothing on this page attempts to.
If the product itself is at fault it makes no difference that you broke the seal to find out. You would have had to open it to discover the problem. Tell us and we put it right.
What this route does not cover is a product that is sound but did not produce the result you wanted. Section 04 sets out that line plainly, and section 01 explains that such a product can still be cancelled while sealed.
Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them within 30 days of delivery and have your money back in full. That is your choice, not ours: within those 30 days we will not press a replacement on you instead of the refund you asked for.
If you ask for a repair or replacement inside the 30 days, the clock stops while you wait and you get the balance of the 30 days back when the goods return to you, with at least seven days in hand. After 30 days you can ask for a replacement within a reasonable time and without significant inconvenience, and if that does not resolve it, a price reduction or the final right to reject. In the first six months a fault is presumed to have been there on delivery unless we can show otherwise, and we deduct nothing for your use of the product in that period.
On this route the cost of returning the goods is ours, and we refund the delivery charge you paid on the original order, upgrade included. That is section 20 of the Consumer Rights Act 2015 — your right, not a gesture of ours. You are never out of pocket for sending back something that should not have been sent to you.
Email us first and we settle the mechanics in that reply: either we send a prepaid label or arrange collection, or you post it and we reimburse the cost on sight of the receipt. Where you post it without asking us first, we reimburse your reasonable postage, as clause 19 of our Terms provides.
Your order number, the batch code and best-before date printed on the jar, and a short account of what is wrong. For damage or a shortage, photographs of the outer box, the packing inside and the products. Send it to info@bio-swiss.com.
None of this is a condition of your rights, and a box that has already gone in the bin is not on its own a reason to refuse a claim; it may mean we ask for other evidence, or ask to collect the product at our cost so we can examine it. We ask for the batch code because it identifies the batch your jar came from, which is what lets us look into it properly and give you a real answer instead of a polite one.
Photograph the outer box and the jars before you unpack any further, and email the photographs with your order number within 48 hours of delivery. Where the photographs show the problem clearly, we can often settle on them without asking for anything back; where they do not, we may ask to collect the product at our cost so we can examine it before we decide.
Photographs inside 48 hours let us settle fast and claim against the carrier. They are not a condition of your statutory rights, a late report loses you nothing, and we will not refuse a genuine claim because a deadline of ours passed. What changes with time is how much evidence we have to ask you for.
A defect that was not visible on arrival carries no deadline of ours at all. Report it when you find it. Your rights run on the statutory clocks — 30 days for the short-term right to reject, and six years in England, Wales and Northern Ireland or five years in Scotland to bring a claim — and not on any window we invent.
What changes with time is evidence, not entitlement. A fault reported at ten months is a question of whether the product conformed when it was delivered, and after the first six months that is for you to show rather than for us to disprove. We will look at it either way, with the batch records, and tell you what they show.
Goods that are not what you ordered are not as described, so this route applies. We send the correct product and collect the wrong one at our cost, or refund you in full if you would rather stop there. A mistake of ours never leaves you out of pocket.
Keep the wrongly supplied item sealed until we have agreed how it comes back, if you can — it makes the swap simpler. It is a request, not a condition of your refund.
We do not dispatch a jar that has passed its best-before date. Where we offer stock that is close to its date, we say so on the product page and state the date before you pay. If a jar arrives on or past its date, or with less time to that date than you need to finish the jars of that product in your order at the stated dose, starting from delivery, it is a quality issue: tell us and choose a replacement or a refund.
The best-before date and batch code are printed on every jar — check them when the parcel lands and we can deal with it at once. If you want to know the remaining life before you order, ask us and we will tell you the earliest best-before date we would ship to you; a jar with a later date than that is not a fault. A date that was correct on arrival and has since passed in your cupboard is not a defect, and nor is a product that deteriorated because it was stored outside the conditions on the label.
If the label, the ingredient list or the allergen information on a jar does not match what is in it, or what is in the jar differs from what the product page told you, for example an ingredient, an amount, an allergen or its suitability for a vegan diet, that is a defect in its own right whatever the jar looks like. Tell us with the batch code and we handle it as a quality and safety matter as well as refunding you.
We treat these reports as urgent. If a batch is wrong we would rather hear it from you than from anyone else, and where the law requires it we report it to the Food Standards Agency and act on the batch rather than on the single jar.
Unless we agreed a different date with you, goods are delivered without undue delay and in any event within 30 days. If that does not happen you can set us a further deadline that is appropriate in the circumstances, and if we miss that too you can end the contract and have your money back in full. Goods are at our risk until they come into your hands, or the hands of someone you nominated to take them, so a parcel lost on the way to you is ours to resolve.
If tracking has not updated for several working days, email us and we open a case with the carrier the same working day — you do not have to wait a set number of days before you contact us. Where tracking shows the parcel delivered to the address you gave and you did not receive it, we check with the carrier before we refund or resend, and we aim to give you our decision within five working days, or within ten where we are waiting on the carrier; if it takes longer, we tell you why. We may ask you for a signed declaration of non-receipt, because carriers require one before they accept a claim; a typed name on an email is enough, and where we ask for one, we refund or resend once we have it. Where you yourself instructed the carrier to hand the parcel to a neighbour or to collection-point staff, it is delivered when they take it; a parcel left unattended in a safe place or a locker at your request is delivered as you instructed when the carrier leaves it there, and if it is then taken we give you our answer on the evidence, your instruction included, as our Shipping & Delivery page explains.
Route 2 is for products that are wrong. It is not a satisfaction guarantee, and we would rather set that out here, before you order, than argue it afterwards. None of the following removes a statutory right: each is simply a case where the product is as it should be, so there is nothing for the law to put right. And none of them stops you cancelling a sealed jar inside the 14 days.
Food supplements support normal physiological function. They are not medicines, they are not a substitute for a varied diet or a healthy lifestyle, and no honest supplier can promise an individual outcome. A sound product that did not change how you feel is not a faulty product.
Inside 14 days, with the seal intact, you can still cancel for that reason or no reason — Route 1 asks you for neither. And if you believe a claim on our site or packaging promised more than the authorised wording for the nutrients concerned, tell us with the wording and where you saw it: we will review it and, where you are right, correct the wording. Whether your order is affected is decided under Route 2 and your statutory rights, which this invitation neither widens nor narrows.
Where the ingredient and allergen information on the jar and the product page is correct and complete, a reaction to a declared ingredient is not, by itself, evidence that the product was defective. Stop taking it, keep the jar and the batch code, and tell us anyway: we check the batch and tell you plainly what we can do.
If the declaration was wrong or incomplete, the position reverses entirely and Route 2 applies regardless of the seal. And nothing in this paragraph limits our liability for personal injury caused by our negligence, or our liability for an unsafe product under the Consumer Protection Act 1987 — those cannot be limited and we do not try.
We work with botanical and nutrient raw materials. Shade, scent, taste and the look of a capsule or a powder vary between batches and within specification. Variation of that kind, inside the product's specification, is not a fault.
Clumping in a powder, settling in a jar and a capsule that looks fuller or lighter than the last all sit inside this. Anything outside specification does not, and the batch code is what tells us which it is. If we conclude it is inside specification, we show you what the records say rather than simply asserting it.
Opening the jar closes the change-of-mind route. That is the hygiene exemption in the Regulations, not a position we have taken for commercial reasons, and an opened jar that is working exactly as it should cannot be recast as a faulty one.
If you are unsure whether a product suits you, read the label and the product page while the seal is intact. That is the moment to decide, and the 14 days are there for it.
If your doctor, pharmacist or practitioner advises you not to take a product, follow that advice. It is not evidence that the product is defective, and an opened jar stays outside the change-of-mind route.
We do not give medical advice and will not try to. Where a jar is unopened and still inside the 14 days, Route 1 is available to you as normal.
This policy covers consumer orders placed with BIO SWISS LTD, at bio-swiss.com or directly with us. We cannot give a contractual refund on a jar bought from anyone other than us — an ambassador or retailer selling their own stock, a reseller or a marketplace listing — because the contract is with whoever sold it to you, and we cannot verify how it was stored, how old it is, or whether it is ours.
Product safety is a different matter and is not limited by where you bought it: our liability under the Consumer Protection Act 1987 is unaffected, and if you think a jar carrying our name is unsafe, counterfeit or wrongly labelled, email info@bio-swiss.com with the batch code and photographs. We want that report, whoever sold it. If you are unsure whether a seller is authorised, ask us before you buy.
Give us your order number and tell us what is coming back and why. For a faulty, damaged or wrongly supplied item, attach photographs and the batch code from the jar. You do not need to know which route applies or quote any regulation — describe what happened and we apply whichever route gives you more.
We aim to reply within two working days. We do not publish a telephone number: email reaches a person here who can act on it, and it gives both of us the same written record of what was said and when.
Returns are notified first and sent to the address we give you in reply, with the reference we give you on the outside of the parcel. Our correspondence address is not a returns warehouse.
This protects you as much as us: a parcel with no reference may not be traceable to an order. We hold unidentified returns for 30 days and check them against open cancellations, and where we can match one to an order we refund it. But the risk of an untraceable parcel sits with whoever posted it, so wait for the reply. We aim to reply within two working days. If you have told us you are cancelling and have not had the return address within five working days, write again: your cancellation stands, and your 14 days to send the goods back do not start until we have given you the address.
On Route 1 your cancellation is in time if you send the email or letter before the 14 days run out, whatever day it reaches us or we reply. The reference and the address we send back are our administration for matching your parcel to your order. They are never a condition of your refund, and silence on our side cannot cost you a deadline.
If you have not heard from us within a few working days, send the email again or write to us. Keep the original message: it is the evidence of your date, and we treat it as such.
If the order has not shipped it is simpler. Email us, we stop it and refund in full. Nothing needs to travel anywhere and the seal question never arises. What counts is whether your email reaches us before dispatch; if the order left after your email reached us, we pay the return postage.
One mailbox handles orders, cancellations, returns and complaints, so nothing falls between desks: info@bio-swiss.com.
A letter works if you prefer it. Write to BIO SWISS LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. Email is faster, and either way the 14-day clock stops on the day you send it.
That address is for correspondence only. Do not post goods to it: send them only to the returns address we give you in reply to your email.
A return that crosses a border must be marked as returned goods and declared with the wording we give you when we confirm the return. We cannot reclaim duty or import VAT that a carrier charges because a parcel was declared as a fresh commercial shipment, and we cannot refund a charge we have no way of recovering.
A charge we failed to disclose before you were bound is not yours to carry: send us the paperwork and we cover it. On a Route 2 return we deal with the border paperwork ourselves wherever the carrier allows it, so that the cost does not land on you at all.
Refunds go back through the original payment method used at our checkout. We cannot pay a refund to a different card, account or person unless you ask us to and we agree it in writing. We never charge a fee for issuing a refund, and we do not offer credit or vouchers in place of a refund you are entitled to.
On a gift, or an order someone else paid for, the money returns to the payer's card, because that is the account it left. Tell us if that is awkward and we will find a way that works for both of you.
On a change-of-mind cancellation: within 14 days of receiving the goods back, or within 14 days of the day you give us evidence that you sent them, whichever comes first. Where you cancel before dispatch: within 14 days of the day you told us. On Route 2, where we settle on photographs: within 14 days of agreeing the outcome. Where you reject goods under the Consumer Rights Act: without undue delay and in any event within 14 days.
If we are slow, say so. A refund we owe and have not paid by the deadline the law sets is money owed to you, not a matter for discussion.
Card issuers usually take a further three to five working days to show the money. That part is outside our control, and our refund confirmation email is your evidence that it is on its way.
Four things only. Loss in value where goods were handled beyond what you would do in a shop. The stated price of a free gift or promotional item that was conditional on the order and did not come back. And, where a parcel came back to us undelivered — because you refused it, did not collect it, gave an incorrect address or did not pay import charges checkout told you about — the carrier's actual charge for returning it, never more than you would have paid to return the goods yourself. And, where you exercise the final right to reject more than six months after delivery, a deduction for the use you have had, which section 24(8) of the Consumer Rights Act 2015 allows. Each is itemised in writing when we refund.
Nothing else. No restocking, administration, handling, inspection or chargeback fee — not because we are being generous but because a charge of that kind on a cancellation would be unlawful. We deduct nothing for use of a product in the first six months on a Route 2 claim, a deduction is never a penalty, and it never takes a refund below zero. Repaying a refund for goods that did not come back to us, as the item 'Where part of a claimed return does not arrive' explains, is not a deduction: it is the return of money paid for goods we did not get back.
We refund what you actually paid, not the list price. If a discount, ambassador or referral code reduced your order, the refund reflects the reduced amount. Paying less for an order never gives you fewer rights over it.
Where you cancel a whole order, or return every item in it, and the code’s campaign is still running, we reissue the single-use code on request. Where you keep any part of the order, the code has been used. A code tied to a campaign that has closed is not reissued.
We check every return against what you told us you were sending. If a parcel arrives short of what you listed, holds goods other than the ones we supplied to you, or holds a jar whose safety seal is broken, lifted or stuck back down, we tell you in writing, normally within two working days of opening it, with photographs of what we found and the weight recorded on arrival. We refund only the goods that came back in the condition the route you used requires. Any refund already paid for goods that did not come back that way is repayable to us, an unsealed jar is held for you as clause 16 of our Terms sets out, and a claim for anything lost on the way lies against the carrier you instructed.
This is why we ask for a tracked service and a reference on the box: it protects both sides, and it means neither of us is arguing from memory.
A Pack is sold at a single price for all the jars in it, which may differ from the sum of the same jars bought separately. That gap matters when only part of a Pack comes back, so here is exactly how we calculate it. The prices themselves live on the product page and at checkout, and your order confirmation records what you actually paid — that figure, not a list price, is what we work from.
Return the complete Pack with every seal intact, inside the 14 days, and you have back the full price you paid for it plus the standard outbound delivery charge. Return postage is yours.
You may cancel part of an order. We refund the returned jars' pro-rata share of the price you actually paid: take the amount you actually paid for the Pack after any discount or code, divide it by the number of jars in it, and that is the refund per jar. Where a code applied to the whole order, it is shared across the items in proportion to their prices. We do not claw the pack discount back by re-pricing the jars you keep at the single-jar price: the Pack price you paid stands for the jars you keep.
Your order confirmation lists the jars and the price, so you can check the arithmetic before you post. The outbound delivery charge is not refunded on a part return, because the delivery was made, unless it was higher because of the items you returned.
The opened jar stays with you, because Route 1 does not cover an unsealed jar. The sealed ones can still come back, priced as above. Opening one product never costs you the right to return the others.
Route 2 applies to the whole Pack, not only the jar at fault. If the Pack is not what it should be, you can reject all of it within 30 days for a full refund; the whole Pack, opened jars included, then comes back to us, and we collect it or pay the return postage.
Where a gift, sample or added item came with a Pack on condition of the order value, it comes back with the return. If it does not, we deduct the stated price of that item from the refund, and nothing more.
This is the one thing worth doing before you open a jar, because unsealing it is the moment the change-of-mind route closes. It is not the moment your other rights close, and it is never the moment our responsibility for a safety problem closes.
The full ingredient list, the allergen information, the nutrient levels and the advisory wording appear on each product page and on the jar itself. If an ingredient does not suit you, you can see that while the seal is intact. Reading it is your responsibility; publishing it correctly and completely is ours.
If the ingredient or allergen information we published was wrong or incomplete, that is our defect and Route 2 applies regardless of the seal. Where the jar and the website disagree, the printed label on the jar you received is the authoritative statement for that batch and we correct the website; where what is in the jar differs from what we described before you bought it, the goods were not as described and Route 2 applies.
Our products are not intended for use if you are pregnant or breastfeeding, or by anyone under 18. Speak to your doctor or pharmacist before starting any supplement if you are trying to conceive, taking prescribed medication, due surgery, living with a diagnosed condition or under medical care.
We are not able to give medical, pharmaceutical or dietary advice and will not attempt it. Content on our site is general information about nutrients, not advice about you.
Stop taking it, keep the jar and the batch code, and email us with what happened and when. We will look into the batch concerned. Where the product is at fault, or the labelling was wrong, we refund under Route 2 regardless of the seal.
Where the batch and the labelling both check out, an opened jar sits outside the change-of-mind route and there is no automatic refund — but that is our view on the evidence, not the last word: section 09 says what happens if you disagree with it. Tell us either way. We want to know, we will look at the batch, and we will tell you plainly what we can do.
Treat it as a medical matter before a commercial one. Tell us afterwards and we will deal with the order properly, however much time has passed.
Nothing on this page limits our liability for death or personal injury caused by our negligence, or our liability for an unsafe product under the Consumer Protection Act 1987, and nothing here is intended to discourage you from reporting a reaction to us, to a healthcare professional or to the Food Standards Agency.
Where we or our manufacturer identify a problem with a batch, we act on the batch and not on the single jar: we stop selling it, we contact the customers we can identify, we replace or refund without asking you to prove anything, and we notify the authorities where the law requires it.
A refund in that situation does not depend on you still having the jar, the packaging or the receipt if you bought it from us: it depends on our order record. Each affected unit is refunded or replaced once. A unit bought from anyone else is refunded by whoever sold it, and a trade customer is credited under its agreement for affected units it still holds and returns or destroys on our instruction.
Our products are food supplements. They are not intended to diagnose, treat, prevent or cure any disease, and they are not a substitute for a varied and balanced diet or a healthy lifestyle. Do not exceed the stated dose. Keep out of the reach of young children. Store as stated on the jar.
Storage matters to shelf life. A jar kept in heat, damp or direct sun may deteriorate before its date, and that is not a manufacturing defect.
Almost everything is settled by email in a day or two. This section exists for the small number of cases that are not, and it says what we do rather than leaving it to be discovered.
If you believe a charge is wrong, email info@bio-swiss.com with your order number and give us the chance to settle it. A chargeback raised without asking us first takes weeks, freezes the order while it runs, and usually arrives at the same answer we would have given you on the first day.
This is a request, not a condition. You keep every right you have against your card issuer, and we charge you no fee for using them.
Where a chargeback is raised we give the issuer the information relevant to answering it: the order and payment record, the terms in force on the day you ordered, the delivery address, the dispatch confirmation, the carrier's tracking and proof of delivery and our correspondence with you, and, where the claim is that you did not place or did not receive the order, the account, device and order-history records that bear on that. We share nothing that is not relevant to the claim.
Our privacy notice sets out how we handle your data, including in a dispute.
Where a payment is reversed and the goods were properly supplied, the price remains owed to us as a debt and the goods remain our property until it is paid: we may ask you to pay it or, if you would rather, to return the goods to us unused and at your cost instead of paying, and we may require cleared payment in advance on future orders. If we have to go to court for it, the court decides what costs are payable.
We charge no administration fee for a chargeback, and we do not add charges of our own to the sum in dispute. We would rather never use this paragraph: it is here so that the position is known in advance.
Where we conclude that a product conformed to the contract, that is our view on the evidence, not a decision that binds you. We give you the reason in writing, with what the batch records show. If you disagree you can escalate it to us in writing, take free independent advice from Citizens Advice, which also refers matters to Trading Standards, or take the matter to court. Nothing on this page gives us the last word on whether goods were faulty, and nothing asks you to treat our view as final.
We are not a member of a certified alternative dispute resolution scheme and are not obliged to use one. If our own complaints process does not settle the matter, we will tell you in writing, name an ADR provider competent to deal with a dispute of that kind and its website, and say whether we are willing to use it. That does not narrow your rights in any way.
Email info@bio-swiss.com with your order number and what went wrong. One person owns it to the end, you get an answer in writing with a decision and what we will do about it, and we aim to acknowledge a complaint within two working days and to give a final written response within 30 days. Complaining to us costs you none of your rights.
If you want it escalated, say so and a director of BIO SWISS LTD reviews it. We do not require you to exhaust our complaints process before going elsewhere, and we could not lawfully make that a condition of anything.
We may decline to accept future orders, or decline to open an account, where we see a pattern of returns that does not match normal personal use, repeated chargebacks raised without reasonable grounds, or claims we have investigated and found to be unsupported. If we do that we tell you in writing and say which of these grounds applies.
This looks forward, never back. It does not affect your rights on any order already placed, and it is never applied to someone who had a genuine problem and raised it.
Where an order looks like stock for resale, or is placed for an address or pattern associated with unauthorised resale, we may decline it before dispatch and refund in full. Trade supply is welcome on trade terms — ask us for them.
Section 04 of our Terms & Conditions explains how trade supply works and why it sits on a different footing. We do not restrict how you use goods you have bought for yourself, but if you resell them the conditions in clause 25 of our Terms apply, and what we control is who we supply and the use of our brand, imagery and copy.
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts, and nothing here stops you using the small claims procedure. If you live outside the UK, nothing here removes the protection of the mandatory consumer law of the country you live in.
For business customers the courts of England and Wales have exclusive jurisdiction.
This page sets out how cancellations, returns and refunds work and forms part of our Terms & Conditions. Read it with those terms and our Shipping & Delivery page. If this page and the Terms & Conditions ever differ, the Terms & Conditions govern. Nothing on this page, or in the Terms, reduces the rights the law gives you.
Something on this page reads as though it takes a right away from you? Email info@bio-swiss.com with the wording. A term like that would be void anyway, and we would rather delete it than defend it.
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