When the contract is made, where your order ships from, how long it takes, what a customs border adds, who carries the risk, and who pays to send a parcel back. Two clauses on this page decide who bears a cost, and both are flagged where they appear, so read them before you order. Nothing on this page reduces your statutory rights: where anything we have written conflicts with them, the law applies and our wording does not. Version 2.2 — 8 October 2026. The version in force on the day you place your order is the version that governs that order.
An order is an offer to buy. It becomes a contract when we dispatch. The difference matters, so we set it out first.
When you place an order you make an offer to buy on these terms. Payment at checkout does not conclude the contract, and nor does the order acknowledgement email: that email records what you have asked for and what you have paid and links to these terms, but it is not our acceptance. We accept your order when we dispatch it, and the contract between us is formed at that moment, for the goods actually dispatched. Where an order leaves us in more than one parcel, each dispatch is a separate acceptance of that part of the order. With the dispatch email we send you your cancellation rights in full, including the model cancellation form, with a link to these terms, so you hold the information the law requires in a form you can keep.
The dispatch email is the document that matters. It tells you what we have accepted, what is on its way to you, and how to cancel it.
We may decline or cancel any order at any time before dispatch. We use that right where the goods are out of stock, where a price or a description was wrong (handled as set out under pricing errors below), where no carrier we use can serve the address, where payment is not authorised or the payment and delivery details do not match, where the order appears to be for resale, and where it fits one of the patterns described in clause 24 of our Terms & Conditions. If we have already taken payment we refund it in full, to the original payment method, with no deduction of any kind, without undue delay and in any event within 14 days of telling you. Because no contract exists until dispatch, declining an order is not a breach of contract; we tell you which of the reasons above applied.
A refund of a declined order is the whole of what you paid, delivery included. There is no admin fee, restocking fee or handling fee on this site — not here and not on any other route on this page.
Prices and product information are checked, and errors still occur. Where an error is obvious — a price plainly out of line with the usual price of the goods, a decimal in the wrong place, a specification that is clearly wrong — no reasonable person would read it as the price or the specification we meant, and no contract for the goods on those terms comes into existence. Whether an error is obvious is judged on that objective standard and not on our say-so; if you think we have read it wrong, say so and we will look again. Where we identify such an error before dispatch we contact you and you choose: confirm the order at the correct price, or cancel it for a full refund, including where you have already been charged. We never dispatch at a corrected price without your agreement.
Once an order has been dispatched, we never take further payment from you without your agreement. An error you could not reasonably have recognised stands at the price you paid. Where the error was obvious, you choose between paying the correct price and returning the unused goods at our cost for a refund, as clause 7 of our Terms & Conditions sets out.
We supply for personal use. We may limit the number of jars on a single order, or across orders placed by one customer or to one address, and where a limit applies to your basket, checkout shows it before you pay. Food supplements are sold to adults: by ordering you confirm that you are 18 or over, and we may decline or cancel an order before dispatch where we have reason to believe otherwise. Wholesale, ambassador and business supply runs on separate written terms, as our Terms & Conditions explain.
Our formulas are Swiss. The warehouse your parcel leaves from decides whether it crosses a customs border, and that changes what you pay and how long it takes.
Whether your parcel is a domestic delivery or an import depends on the country it leaves from and the country you have it delivered to. Where it crosses a customs border, import charges may be payable on delivery: this is our notice of that before you order, and the paragraph on customs below explains who pays them. If you want to know before you order whether your delivery will cross a border, email us and we will tell you. Our formulas are developed in Switzerland and our products are manufactured in the EU, as each label states.
Delivery options, charges and estimated delivery times are shown at checkout before you pay. Nothing is added afterwards except, on a parcel that crosses a customs border, the carrier's import charges described below.
Enter your address at checkout and you will see every delivery service we can offer it. If nothing is offered, we do not ship to that address. Some countries restrict the import of food supplements, or of particular ingredients, and before you order you should check the rules that apply where you live; we cannot advise you on them. If the authorities of the destination country detain, seize or destroy your parcel we will tell you what we know, give you the carrier's and the customs paperwork, and refund the price of the goods and the delivery charge you paid. We do not claim that the risk of a seizure is yours: the law keeps the goods at our risk until they reach you, and we do not contract out of that.
Where such a parcel is returned to us rather than destroyed, we refund the price of the goods and the standard delivery charge you paid once it reaches us, less only a return charge capped as clause 13 of our Terms provides. The only sum we deduct is the carrier's actual return charge, and only where the return was caused by something within your control — an import charge you were told about and did not pay, or an incomplete or incorrect address.
The United Kingdom, the EU customs union and Switzerland are separate customs territories. A parcel that crosses a border between them can attract import VAT and, above certain values, customs duty, together with the carrier's own clearance or handling fee. Where you were told before you ordered that import charges may be payable on your delivery, those charges are payable by you: the carrier collects them directly, usually before or on delivery, they are not part of the price you pay us, and we do not receive them. You are the importer of record. We declare the true description and value of the goods on customs paperwork and we do not understate a value to reduce a charge. If we did not tell you before you ordered that such charges may be payable, they are not yours to carry: send us the paperwork and we will cover them.
We cannot tell you the amount in advance — it is set by the authorities of the destination country and by the carrier, not by us. Whether your address is a domestic delivery or an import decides whether import charges can arise.
Customs clearance sits outside our control and outside the carrier's quoted transit time. A parcel held for inspection, for paperwork or for payment of import charges arrives later than the estimate, sometimes by several days. If charges fall due on arrival and are not paid, the carrier returns the parcel to us. When it reaches us we refund the price of the goods, and we deduct the carrier's actual return-to-sender charge, because the parcel came back on account of a charge that was disclosed to you before you ordered and that you chose not to pay. We show you the carrier's figure on request and we add nothing to it. We also refund the standard delivery charge you paid, the return charge we deduct is never more than you would have paid to return the goods yourself, and we tell you the amount before we deduct it.
Where the 14-day right applies, the standard outbound delivery goes back to you as well, and the only sum we deduct is the direct cost of the parcel's return to us — the cost section 06 tells you about before you buy. Time spent in clearance counts against the 30-day delivery limit in section 03, except where the parcel is held waiting on you, as section 03 explains.
Two separate clocks: the time we take to pack the order, and the time the carrier takes to move it.
We pick, pack and dispatch on working days. An order that reaches us early in the working day usually goes out the same day; later orders go out the next working day. We do not pack at weekends or on public holidays, and at peak periods dispatch can run a day or two longer. You do not have to guess: the dispatch email goes out when your parcel leaves.
Delivery options, charges and estimated delivery times are shown at checkout, for your address and your basket, before you pay. The charge you see is the charge you pay and we add nothing to it afterwards. If a free-delivery offer applies to your basket, checkout applies it automatically. The only charges that can follow are the carrier's import charges on a parcel that crosses a customs border, as section 02 explains.
A premium or upgraded service is your choice. If you cancel because you changed your mind we refund the standard rate rather than the upgrade, which is what regulation 34(3) of the Consumer Contracts Regulations 2013 provides. If the goods are faulty, damaged, wrongly supplied or never arrive, we refund the delivery you actually paid, upgrade included.
Every timescale on this page and at checkout is an estimate, not a guarantee, and we do not commit to delivery on a particular day unless we have agreed that with you. Transit figures are the carrier's own, counted in working days from dispatch, and they exclude the day we pack, weekends, public holidays and any time spent in customs. If you need an order by a fixed date, tell us before you buy and we will tell you whether it is realistic — and if you tell us before we dispatch that a date is essential to you, that binds us, so we will either confirm before dispatch that we can meet it or cancel the order and refund you in full. Calling a timescale an estimate does not cut down the 30-day outside limit below, your right to treat an essential date as essential, or any other right you have.
If we are late, the routes open to you are the ones in this section together with your rights under the Consumer Rights Act 2015. Clause 28 of our Terms & Conditions sets out what we are liable for beyond those routes, and it limits nothing the law does not allow us to limit.
We deliver without undue delay and in any event within 30 days of the day you place your order, unless we agree a different date with you. If we miss a delivery date that was essential — because you told us so before ordering, or because the circumstances made it obvious — you can end the contract there and then and we refund everything you paid, delivery included. Otherwise you can set us a further period that is appropriate in the circumstances; if we miss that as well, you can cancel and we refund in full. You can also cancel only the part of the order that has not arrived. Refunds on this route are made without undue delay and in any event within 14 days.
Delay caused by an incomplete or incorrect address you gave us, or by a parcel being held because you did not answer a request from the carrier or customs to supply information or to pay import charges you were told may be payable, does not count against this period; other time spent in customs clearance does. Nothing else comes out of it: a delay on our side, a delay at our carrier, or an event outside our control under our Terms & Conditions does not extend the 30 days unless you agree to extend them.
You should be able to see where your order is at every stage, know exactly when risk passes to you, and know what a food supplement is and is not.
A dispatch email with a tracking number goes out when the parcel leaves the warehouse. Tracking information is the carrier's, and we pass it on as it is given to us. The first carrier scan can take up to 24 hours to appear; that gap is normal and does not mean the parcel is lost. If no dispatch email has arrived within a few working days of your order, check your spam folder, then email info@bio-swiss.com with your order number.
Whether the carrier needs a signature, and whether it may leave a parcel in a safe place or with a neighbour, depends on the service carrying your order. The carrier's tracking page and delivery notifications set out the options and let you choose. Where you direct the parcel to a person — a neighbour, a reception or concierge desk, the staff of a collection point — that person is someone you have identified to take the goods for you: the order is delivered and the risk is yours once they have it. Where you ask instead for a parcel to be left unattended in a safe place or a locker, the order is delivered as you instructed when the carrier leaves it there. If it is then taken or damaged, tell us straight away: we give you the carrier's delivery record, help you with any claim against the carrier and give you our answer in writing on the evidence, which includes your instruction and the place you chose. We do not deliver to PO boxes or poste restante addresses.
A parcel you do not collect from a locker or collection point within the carrier's holding period is returned to us, and section 05 explains what we refund. Where a parcel is left somewhere you did not nominate and it does not reach you, it is still at our risk: tell us, and we deal with it as a parcel shown delivered but not received, under section 05.
The goods are at our risk while they are on their way to you. Risk passes to you when the goods come into your physical possession, or into the possession of a person you identified to take them for you. That is section 29 of the Consumer Rights Act 2015, it cannot be varied to your disadvantage, and nothing on this page tries to vary it. Ownership passes once we have received full payment. Damage that happens on the way to you is ours to put right; loss or damage after the goods have reached you, or the person you nominated, is not.
Check the outer box, the jar count and the jar seals before you store anything, and tell us within 48 hours if anything is visibly damaged or missing, as section 05 explains. That window covers what is visible on arrival and nothing else: a fault you could not have seen on delivery is not time-barred by it. Keep the products in a cool, dry place, out of direct sunlight and out of reach of children. Do not exceed the stated dose on the label. Use by the best-before date printed on the jar.
Every jar carries a batch code. Quote it in any message about a product, along with your order number: it is how we trace what you actually received.
The full ingredient list, the nutritional declaration and the allergen information are printed on every jar and published on the product page before you buy. Read them before you order and before you take anything. Our products are not intended for use if you are pregnant or breastfeeding. If you are trying to conceive, taking prescribed medication, under medical supervision, due to undergo surgery, or managing a diagnosed condition, take medical advice before use. Do not use a product if you are allergic or intolerant to anything in it. Choosing a product that suits your own circumstances is a decision only you can make, and where an ingredient is correctly declared both on the jar and on the product page, a reaction to it is not, by itself, evidence that the product was defective. None of that limits our liability for death or personal injury caused by our negligence, or our liability under the Consumer Protection Act 1987, and nothing in this paragraph could: see our Terms & Conditions.
Formulations and labels change over time, so before you take anything, follow the jar in front of you — it describes what is actually in that jar. But a disagreement between a label and a product page is ours to correct, not your problem: where it means the goods were not as we described them, that is a breach of section 11 of the Consumer Rights Act 2015, we treat it as a quality claim, you get a replacement or a refund, and we pay the postage.
These are food supplements, not medicines. Nothing we sell treats, prevents or cures any disease, and no supplement is a substitute for a varied diet and a healthy lifestyle. Our policy is that nutrition and health claims use the wording of the GB register of authorised nutrition and health claims within its conditions of use, and that botanical ingredients are described within the rules that apply to claims still awaiting assessment. Results differ between individuals, and a product that does not produce the subjective result you hoped for is not, for that reason, faulty, not as described, or returnable outside the cancellation right in section 06. What is not in question is that the goods must match their description, their label and their specification, and must be of satisfactory quality: those are terms the Consumer Rights Act 2015 writes into your contract, not promises we have chosen to make, and we could not take them out if we wanted to.
Parcels go wrong occasionally. Here is what we do about it, and what we need from you to do it.
Carriers slip. Check tracking first: most late parcels are still moving and land a day or two behind the estimate. If tracking has not updated for several working days, email us with your order number and we open a case with the carrier the same working day. If it drags on, the 30-day outside limit and the further-period route in section 03 are yours to use.
Report a parcel that has not arrived as soon as you can, and ideally within 21 days of the estimated delivery date: that is the window in which a carrier will still accept a claim and in which the trail can be reconstructed. We ask for that window so we can recover from the carrier. It is not a deadline on your rights and a later report does not forfeit them. A parcel counts as lost once the carrier confirms it, or once your order is more than 10 working days past its estimated delivery date and tracking has shown no movement in that time; days a parcel spends held at customs waiting for you to pay import charges you were told about, or to supply information, do not count. At that point you choose: a replacement at our cost, or a refund of the price of the goods and the delivery you actually paid, upgrade included, made within 14 days. If a parcel we have treated as lost reaches you afterwards, tell us: the goods in it are still ours, and you can either send them back at our cost or keep them and pay for them, whichever you prefer. Where the carrier's record shows the parcel delivered to you, or left with a person you nominated, we give you that evidence and weigh it together with what you tell us and anything else the carrier holds, such as a delivery photograph or location record.
We may ask you for a signed declaration of non-receipt, which is what allows us to claim against the carrier; a typed name on an email is enough, and where we ask for one, we refund or resend once we have it. Where tracking shows the parcel delivered and you tell us you did not receive it, we check with the carrier first and 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. Where the evidence does not show that the parcel reached you or a person you nominated, we put it right without waiting for the outcome of our own claim against the carrier.
Check the parcel on delivery. If it arrives visibly damaged or short, tell us within 48 hours and photograph the outer box, the packaging and the jar before you unpack anything further. Send the photographs with your order number and the batch code from the jar. We ask for them inside that window because it is the window in which a carrier will accept a transit claim, and keeping the packaging until the claim is settled helps, because the carrier sometimes asks to inspect it. Goods that arrive damaged, leaking, broken-sealed, wrongly supplied or past their best-before date are replaced or refunded in full and we pay the return postage — which is what the Consumer Rights Act 2015 requires of us, not a gesture on our part. A jar whose safety seal is damaged or missing should not be used, as its label says: tell us as soon as you see it, and keep the jar for us to collect at our cost.
The 48-hour window and the photographs are conditions of our claim against the carrier, not conditions of your rights against us. The window covers what you could see on arrival; it has no application to a fault that only shows up later. If you cannot photograph the parcel, tell us. A missing photograph is not on its own a reason to refuse a remedy the law gives you, but we may then ask for other evidence, such as the product itself, which we collect at our cost. How quickly you report a problem changes the evidence we may need, not the rights the law gives you within its own time limits.
We print the address exactly as you enter it at checkout, so read it back before you pay. To correct it, email info@bio-swiss.com with your order number immediately: before the order is picked, the change is simple. After dispatch we will ask the carrier to redirect, and whether they can and what they charge depends on the service and how far the parcel has travelled; we tell you the cost before anything is agreed and that cost is yours. If a parcel comes back to us unopened because the address was wrong or incomplete, or because nobody collected it, we refund the price of the goods and the standard outbound delivery you paid once it reaches us, less the carrier's actual return charge, which is never more than you would have paid to return the goods yourself. If you are also inside the 14-day cancellation window and the goods come back sealed, the standard outbound delivery goes back too. If you would rather we sent the order out again, we tell you what the fresh delivery costs before we take anything.
Any return charge we deduct is the carrier's own figure, shown to you on request. Nothing is added on top: no admin fee, no handling fee, no restocking fee.
Shipping and returns are two different things. The short version is here, including who pays to send a parcel back. The Returns & Refunds page carries the full detail.
Changed your mind before the parcel leaves us? Email info@bio-swiss.com with your order number. If your message reaches us before the order is dispatched, we cancel it and refund the whole order, delivery included, within 14 days of your telling us. Email is the way to do this: a letter counts when it arrives, which may be after the parcel has left. Once it has gone out, treat it as a return, and if it went out after your email reached us, we pay the return postage.
You have 14 days to cancel, for any reason and without explaining yourself, counted from the day after the day you receive the order — and where one order arrives in several parcels, from the day after the last one. Any clear statement is enough: an email to info@bio-swiss.com, a letter, or the statutory model cancellation form, which we send you with the dispatch email and will send again on request. Your cancellation is in time if you send it before the 14 days run out, whatever day we read it. You then have a further 14 days to send the goods back. We refund within 14 days of the goods reaching us, or of your evidence of having sent them back, whichever comes first, to the card or account you paid with. The refund includes the standard outbound delivery you paid, though not a premium upgrade you selected.
On a change-of-mind cancellation you pay the direct cost of returning the goods to us. We tell you so here, before you buy, which is what regulation 35(5) of the Consumer Contracts Regulations 2013 requires for that cost to sit with you, and the same point is made on every product page and on the Returns & Refunds page, which is linked from checkout before you pay. Notify a return first, by email to info@bio-swiss.com with your order number, and send it to the address we give you in reply: that keeps it traceable. A parcel sent back unannounced takes longer to match to an order, and we will still refund it once we can identify it; do not send goods to the registered office, which is not a returns address. Use a tracked service and keep your proof of postage — once you give us that evidence, our 14 days to refund you starts, whether or not the parcel has yet reached us. The parcel still travels at your risk until it reaches us, as clause 15 of our Terms sets out, so the refund for goods that never arrive, or arrive short, is repayable, as the Returns & Refunds page explains. Where goods are faulty, damaged, wrongly supplied or out of date, we pay the return postage. Always.
Returns are notified to info@bio-swiss.com and sent to the address given in reply. That address is not the registered office, and the registered office does not accept goods.
You may examine the goods as you could in a shop. You may not use them. Where the value of what comes back has actually been reduced by handling beyond what a shop would have allowed — a label removed, defaced or written on, for example — we may deduct that reduction in value from your refund; a jar whose safety seal has been broken is not a deduction case but falls outside the cancellation right altogether and is dealt with as clause 16 of our Terms sets out, and damage on the return journey is a matter of the parcel travelling at your risk under clause 15, not a regulation 34(9) deduction. Regulation 34(9) of the Consumer Contracts Regulations 2013 permits that deduction to a trader who has given the cancellation information the Regulations require; ours is on this page and on the Returns & Refunds page. We tell you the amount and the reason in writing, we deduct no more than the value actually lost, and where the goods cannot be resold at all the deduction can be the whole of the price. It is never a penalty and never more than the loss.
Opening the delivery box or the outer carton, or throwing it away, costs you nothing. Pack a return so the jar survives the journey: a jar that comes back broken because it travelled loose in an envelope is a diminished return, and that one is on you.
Supplements are sealed for health protection and hygiene, and the law treats them that way: regulation 28(3)(b) of the Consumer Contracts Regulations 2013 removes the right to cancel on goods sealed for health protection or hygiene reasons once that seal has been broken after delivery. We tell you this before you buy, here and on every product page, and these terms are linked from checkout before you pay. A change-of-mind refund therefore needs the jar back with its seal intact. Sealed and unopened, you get back the price and the standard outbound delivery, as set out above. Opened, we cannot resell it and the cancellation right no longer applies.
The seal that counts is the safety seal on the jar or tub itself: the seal that closes it against contamination, which the label tells you not to use the product without. A safety seal that has been lifted, pierced, cut, removed or stuck back down is broken, and so is the seal on any jar or tub from which product has been taken. Opening the delivery box or the outer carton to look at the jar does not cost you the right to cancel.
The sealed-only rule applies to changing your mind, and to nothing else. It has no bearing on goods that are faulty, damaged, not as described, wrongly supplied or past their best-before date. Those sit under the Consumer Rights Act 2015: 30 days to reject for a full refund, then repair or replacement, then a price reduction or a final right to reject — and in the first six months a fault is presumed to have been there on delivery unless we can show otherwise. Those are rights the law gives you, not concessions we are making. They cannot be excluded or limited, they survive the seal being broken and the jar being opened, and you do not need to know which route applies or quote a regulation: describe what happened and we apply whichever route gives you more. Equally, a product that works as described but did not produce the individual result you wanted is not a faulty product, as section 04 explains.
Full detail, including how to start a return, on the Returns & Refunds page.
This page sets out how delivery works and forms part of our Terms & Conditions. Read it with those terms and our Returns & Refunds 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.
Question about a delivery? Email info@bio-swiss.com with your order number and, for anything to do with a product, the batch code printed on the jar.
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