Returns & Quality Policy

We take pride in the quality and authenticity of every product we sell. This policy explains your rights as a consumer, our quality guarantee, and the simple process for returns and claims on food supplements and related products.

1. Right of Withdrawal & Legal Guarantee

As a consumer in the European Union you have a 14-day right of withdrawal on unopened products from the date of delivery, and every product is covered by the legal guarantee of conformity under EU and Spanish consumer law. For hygiene and food-safety reasons, sealed food supplements that have been opened cannot be returned unless they were faulty or supplied incorrectly.

2. What We Cover

We stand behind every order. We will replace, refund or otherwise resolve any case where:

• ✔ The product arrived damaged, leaking or with broken/opened packaging
• ✔ You received the wrong product or an incomplete order
• ✔ The product was faulty, or already past its best-before date on arrival

3. Exclusions

This policy does not cover:

• ✖ Opened or unsealed food supplements, for hygiene and food-safety reasons — unless the product was faulty.
• ✖ Products damaged or spoiled by improper storage after delivery (e.g. heat, direct sunlight, moisture).
• ✖ Individual differences in taste, texture, solubility or personal results.
• ✖ Best-before dates passing after delivery because the product was used later than recommended.

4. Contact & Returns

All returns, quality checks and claims are handled by our customer support team:

5. How to Make a Return or Claim

To return a product or report an issue, please follow this simple procedure:

1. Submit your request: Contact our support team at bazisprotein@gmail.com with your order reference and, where relevant, photos of the product, batch/lot number and best-before date.
2. Review: Our team will review your request and, for unopened returns, send you the return instructions.
3. Resolution: Once confirmed, we will refund or replace the product, or send the correct item.
4. Timeframe: Refunds are issued to the original payment method, typically within 14 days of receiving the returned goods or confirming the claim.

Last Updated: May 21, 2026. Aligned with Spanish Royal Decree-Law 1/2007 on Consumer Protection.