Effective From: 06/05/2026
1. Consumer Rights
This policy operates alongside your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation. Nothing within this policy is intended to exclude or limit any legal rights you may have as a consumer.
2. Customer Support & Contact Information
Customers requiring assistance regarding orders, refunds, replacements, missing items, or returns may contact BioBlue UK directly using the contact details below.
Email: sales@bioblue.co.uk
Phone: +44 7386 462373
Messaging Platforms: WhatsApp & Telegram available
Returns Address: BioBlue, 10 Beaufort Square, London, NW9 5SQ
3. General Policy
We aim to resolve genuine order issues fairly, reasonably, and efficiently. Customers should inspect all orders immediately upon delivery and report any issue promptly. Refunds, replacements, reshipments, partial refunds, or store credit may be offered where products are confirmed to be damaged, faulty, incorrectly supplied, materially different from the order placed, or lost in transit.
4. Eligibility for Refunds or Replacements
Customers must provide supporting evidence within 48 hours of confirmed delivery for claims relating to damaged, leaking, incorrect, missing, compromised, or temperature-sensitive goods. This allows us to investigate claims accurately and verify product condition, courier handling, and packaging integrity.
5. Required Supporting Evidence
Supporting evidence should include, however not limited to:
• Order number
• Clear photographs of products and packaging
• Photographs of shipping labels
• Detailed description of the issue
• Photographs of all received contents
• Batch numbers where applicable
Where more information outside of these points is required the customer should provide within 48 hours of delivery, via email or post a clear mention of the issues related to the order or shipping service.
6. Digital Products & Online Access
Digital products, downloadable materials, memberships, guides, training content, online access portals, and electronically delivered products are generally non-refundable once access has been granted, downloaded, streamed, viewed, or delivered electronically or commercial samples have been received by the customer as part of the overall package. Where digital access forms part of a bundle or package, the digital portion is considered fulfilled once access instructions or login credentials have been
issued or when commercial samples that are allocated to the specific product are received by the customer. The product or service is considered fulfilled on our side if the customer received either the commercial samples and/or the digital product(s).
7. Commercial Samples & Perishable Goods
Commercial samples can include however are not limited to laboratory materials, cosmetic formulations, temperature-sensitive or perishable goods, generic supplements and/or vitamins. The samples require immediate inspection upon delivery. Due to the nature of these goods, claims submitted outside the required evidence timeframe of 48 hours may be declined where product condition, environmental exposure, storage conditions, contamination risk, or post-delivery handling can no longer be independently verified.
8. Fraud Prevention & Claims Verification
To protect both customers and the business from fraudulent activity, all claims are subject to verification checks before approval. We reserve the right to request additional information, photographs, batch details, packaging evidence, courier evidence, or written clarification where necessary.
9. Repeat, Excessive or Suspicious Claims
We reserve the right to decline refunds, replacements, reshipments, or compensation requests where claims are determined to be abusive, excessive, misleading, inconsistent, unverifiable, or reasonably suspected to be fraudulent. Repeated claims linked to unusual ordering behaviour, repeated missing-item reports, inconsistent evidence, or refusal to cooperate with reasonable investigations may result in account
restrictions or refusal of future service.
10. Chargebacks & Payment Disputes
Customers agree to contact support before initiating a payment dispute or chargeback so issues may be reviewed directly where possible. Fraudulent chargebacks, knowingly false claims, or intentionally misleading disputes may result in evidence being submitted to payment processors, financial institutions, fraud prevention services, delivery providers, and relevant authorities where appropriate.
Customers are encouraged to contact BioBlue first via sales@bioblue.co.uk or +44 7386 462373 before escalating disputes externally.
11. Returns Process
Where a return is approved, customers may be instructed to return goods to the following address:
BioBlue
10 Beaufort Square
London
NW9 5SQ
Returns should not be sent without prior authorisation or confirmation from our support team.
12. Limitation of Liability
To the maximum extent permitted by law, our liability shall be limited to the value of the affected order only.
13. Policy Acceptance
By placing an order, customers confirm that they have read, understood, and accepted this Refunds, Returns, Replacements and Missing Items Policy together with our Terms and Conditions, Privacy Policy, Shipping Policy, and Legal Notice.