We at Biopack do everything to process and deliver your order as desired. If you are not satisfied with a product, we are happy to help you further.
When can I return a product?
The goods must be complete, unopened and in the original packaging
When you receive the order, do you notice that you have ordered the wrong product(s)? Have you opened the box but is the inner packaging still unopened? Yes, you can return this product.
If you have also opened the inner packaging and you are going to test the food packaging effectively, the box is "used" and we reserve the right to refuse the products for return. Because some of our products come into contact with food, we cannot guarantee the hygiene of opened packaging. You will therefore not be reimbursed for the product.
Complaints must reach us within 14 days after delivery of the goods and before use or putting them into use.
Exceptions: promo, PLA & bespoke products
Items in promotion or items ordered specially for you will not be accepted as a return. Also articles in PLA material will not be taken back as these are temperature sensitive and need to be stored properly. We cannot take back products that bear your own name or logo. These are made specially for you and are not included in our return options. If there is a complaint about a printed item, we ask you to contact us.
Would you like to know in advance what a product looks like?
We offer you 14 calendar days the right of return of our products, so you can send them back to us within those 14 days if you are not satisfied. This is a service to you because we, as a B2B supplier, are not legally obliged to accept returns.
The cancellation period expires 14 calendar days after the day on which you or a third party designated by you and who is not the transporter, acquires physical possession of the goods.
How does return work?
Within the period, the return must be reported to our customer service with the return form:
The goods must be delivered to us in good condition
The goods must be delivered to us in good condition, complete, unopened and in the original packaging. You are liable for products that are damaged or have traces of use that go beyond what is necessary to determine the functionality, characteristics or nature of the product. We reserve the right to charge costs for this.
Transport costs at your account
The costs for returning the goods are for your account, unless we have made a mistake at Biopack, of course. Contact us if you wish us to collect the goods to be returned ourselves, then we will let you know how much this costs.
What happens after the return?
As soon as we have received the products in our warehouse, they will be checked. Each box is inspected to ensure that the content is still correctly packaged and that the boxes bear no signs of writing. If everything meets our requirements for return, the goods are accepted and our administration will prepare a credit note and refund the balance. Also keep in mind that certain volume discounts will be settled if they no longer apply. For example if you got a volume discount for 5 boxes and you now return 3 boxes.
We will pay you back using the same payment method you used for the original transaction, unless you have explicitly requested otherwise. In any case, you will not be charged for the reimbursement itself.
What happens after the return?
Do you have a complaint or do you want to know if you are entitled to return? Please contact our support service or call us at +32 (059 42 00 30.