Right of Withdrawal

1. The general rule

For online purchases, consumers normally have 14 days from delivery to withdraw from the contract without giving any reason.

2. The exception for personalised products

The law (Art. 16(c) of Directive 2011/83/EU, implemented in Italy by Art. 59(1)(c) of the Consumer Code) excludes the right of withdrawal for goods made to the consumer's specifications or clearly personalised. Your bioniq GO formula is selected on the basis of your Wellness Assessment and the pouch is produced with your name: it is therefore a personalised good, to which the right of withdrawal does not apply. Once the formula has been generated and the order sent to production, no replacement, exchange or refund of the personalised product is possible. This condition is shown to you and expressly accepted by you before you confirm your order.

Please check your details and selected goals carefully when completing the questionnaire, before placing your order.

For sealed goods which are not suitable for return for health or hygiene reasons (Art. 16(e)), withdrawal is in any case excluded once the seal is opened.

3. Non-personalised additional products

For any non-personalised additional products included in your order, the 14-day right of withdrawal remains valid, provided the packaging is intact and sealed. To exercise it, send a notice to personalnutritionbq@gmail.com within 14 days of delivery, for example using the model form below. The refund is issued within 14 days of receiving your notice (and may be withheld until the goods are returned), using the same payment method. Return costs are borne by you.

4. Damaged products

If your product arrives damaged or does not match your order, this is not a withdrawal but a lack of conformity: see point 6 of the Terms and Conditions — contact us with a photo of the parcel and we will ship a free replacement.