Returns and refunds

📦 Returns & Complaints at the Terrarium Store BioGecko-Food.com

You can download the return form here (please include it in the package when returning the product)

You can download the complaint form here (please include it in the package when sending back the claimed product)

Returns

If you are a consumer or a so-called privileged entrepreneur, you may withdraw from the online sales agreement without giving any reason within 30 days from the date of receiving the product (delivery date).

To meet this deadline, just contact us:

- via email: contact@biogecko-food.pl
- or in writing to: Bioterr Company Sp. z o.o., 43-100 Tychy, Dojazdowa 23

We will immediately confirm receipt of your withdrawal notice. Then, send the returned item to:

Bioterr Company Sp. z o.o., 43-100 Tychy, Dojazdowa 23

Upon receiving the product, we will refund your payment immediately, no later than within 14 days.

Please note that for certain products (e.g. perishable items), the right of return does not apply. In the case of digital content, if you gave your consent and we delivered the product immediately (within 14 days), it cannot be returned.

You can find more details about the return process in our Terms and Conditions.

Complaints

For products purchased from January 1st, 2023, we are liable to consumers and privileged entrepreneurs for any lack of conformity of the product with the contract that existed at the time of delivery and becomes apparent within 2 years of that date, in accordance with the Consumer Rights Act of May 30, 2014.

For other entrepreneurs, liability is based on the Civil Code.

For products purchased until December 31st, 2022, we are liable under the warranty for physical defects if such defect is found within 2 years from the delivery date, as per the Civil Code.

We are also responsible for digital content (ebooks, courses, etc.) if it does not conform to the contract.

If you believe the purchased product is non-compliant or defective, you can file a complaint.

To file a complaint:

1. Contact us:
   • via email:contact@biogecko-food.pl
   • or in writing to: Bioterr Company Sp. z o.o., 43-100 Tychy, Dojazdowa 23
2. In the complaint, indicate which product it concerns and describe the issue. Also let us know how you'd like us to resolve it (exchange, repair, refund, price reduction, etc.).
3. Send the package with the claimed product to us. Please do not send shipments with "cash on delivery" option.

We will review your complaint within 14 days of receiving the claimed item. For more details, please refer to our store’s Terms and Conditions.