Refund policy
Returns & Refunds Policy
Biobility.com
Last updated: September 2026
This policy describes our practical return and refund process. Mandatory rights under Norwegian consumer law, including rights relating to defective goods and the statutory right of withdrawal for qualifying distance purchases, apply regardless of this policy.
1. Starting a return
To request a return, contact us at hello@biobility.com. Please include your order number and enough information for us to identify the purchase and the item concerned.
For ordinary voluntary returns, items should normally be returned in substantially the same condition as received, unused where appropriate, with any tags and original packaging where reasonably possible. We may ask for proof of purchase, but statutory rights are not conditional on holding an original paper receipt where the purchase can otherwise be documented.
If we approve a return under our voluntary return process, we will provide instructions and, where applicable, a return label. Please do not send a non-defective item back without first contacting us, as this can delay processing.
2. Statutory right of withdrawal for distance purchases
Consumers who purchase online will normally have a 14-day statutory right of withdrawal under the Norwegian Right of Withdrawal Act, subject to the Act’s conditions and exceptions. The withdrawal period for goods normally runs from the day after the consumer receives the goods.
To exercise the right of withdrawal, you must give us an unambiguous notice within the applicable period. You may use the statutory withdrawal form where one has been provided, but use of that form is not mandatory.
After giving notice of withdrawal, the goods must be returned within the statutory return period. Unless we have agreed otherwise or the law requires us to bear the cost, the consumer normally bears the direct cost of returning goods under the right of withdrawal.
3. Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in all circumstances. Exceptions may include, depending on the product and the facts:
- Goods made to the consumer’s specifications or clearly personalised.
- Goods that deteriorate or expire rapidly.
- Sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.
- Other goods or services covered by a statutory exception.
Whether an exception applies depends on the relevant product and applicable law. A product will not be treated as excluded merely because it is sold at a reduced price.
4. Sale items and gift cards
Sale items remain subject to mandatory statutory consumer rights. Any voluntary return rights for sale items may be more limited if clearly stated at the time of purchase. Gift cards and similar products may be subject to separate conditions and statutory exceptions.
5. Damaged, defective or incorrect items
Please inspect your order after receipt and contact us at hello@biobility.com if an item is defective, damaged, incorrect or missing. Claims concerning defects are handled under applicable consumer law and are separate from the 14-day right of withdrawal.
For consumer purchases from a professional seller, the statutory complaint period is generally two years, or five years for goods that are intended to last substantially longer than two years under normal use. You must also complain within a reasonable time after discovering the defect; a complaint made within two months is always considered timely.
6. Exchanges
Unless otherwise agreed, the simplest way to obtain another product is normally to return the relevant item in accordance with the applicable return process and place a separate order for the replacement.
7. Refunds
Once we receive and assess a return, we will notify you of the outcome. Approved refunds will be made to the original payment method unless another method is required or agreed.
For statutory withdrawal, reimbursement will be made within the period required by law. We may be entitled to withhold reimbursement until we have received the goods back or you provide evidence that they have been returned, whichever occurs first, where permitted by law.
For other approved returns, we aim to process the refund within 10 business days after approval. Your bank or payment provider may require additional processing time.
8. Diminished value
When exercising a statutory right of withdrawal, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, to the extent permitted by law.
9. Contact
Returns, refunds and complaints: hello@biobility.com
Telephone: +47 67 55 05 00
Biobility.com | Herba Trading AS | Org. No. 934 504 127