Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where an order is delivered in several consignments, the period runs from the day you acquire possession of the last item.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement — for example a letter sent by post, or an e-mail to the address below.

You may use the model withdrawal form set out below, but it is not obligatory.

To meet the withdrawal deadline it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

You can also start a withdrawal from your account, under Returns, which issues a return reference immediately.

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery — except for any supplementary costs arising from your choice of a type of delivery other than the least expensive standard delivery we offer — without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw.

We will make the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earlier.

You must send the goods back to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send the goods back before the period of 14 days has expired.

We bear the direct cost of returning the goods: a prepaid return label is issued to you together with your return reference.

You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Sealed goods which are not suitable for return for reasons of health protection or hygiene are excluded from the right of withdrawal once they have been unsealed (Article 16(e) of Directive 2011/83/EU). The serum ships with a tamper-evident seal and falls within that exception once the seal is broken; as a matter of policy we accept a return of an unsealed serum within 7 days of delivery anyway. The device is not affected by this exception.