Return Policy
Right of withdrawal
The Customer has the right to withdraw from the contract, without giving any reason, within 30 calendar days, in accordance with GEO no. 34/2014. The withdrawal period expires after 30 days from the day on which the Customer or a third party, other than the carrier, indicated by the Customer, takes physical possession of the products.
To exercise the right of withdrawal, the Customer is obliged to notify 21Collagen of his intention to return the purchased products by sending an email to: support@21collagen.com, within a maximum of 30 days from receiving the products.
Effects of withdrawal
If the Customer exercises their right of withdrawal, they must return the products in the same condition in which they were delivered (in the original packaging, unused and unopened condition, with labels, instructions/other documents) within 30 days from the date on which the Customer notified 21Collagen of their intention to withdraw from the contract.
We will refund the value of the product, by bank transfer, within 30 days from the date on which you communicated to us your decision to withdraw from this Contract. The value of additional services such as delivery is not refundable. 21Collagen may postpone the refund until the date on which it receives the products back. In all cases, the return/re-shipment costs will be borne by the customer.
The Customer's right to cancel a Contract only applies to products that are returned in the same condition in which they were received. No refund will be made if the product has been used and unsealed, if it is not in the same condition in which it was delivered or if it is damaged. Opening the individual packaging in which the ordered products were delivered means that the products have been unsealed, these products can no longer be returned to 21Collagen, in this situation, the products no longer benefit from the right of withdrawal provided by law.
Return Policy for 21Collagen Promotional Offers
a. Returning all products from a promotional order
If you wish to return the entire order (regardless of quantity: 2, 4 or 6 products), we will refund the total amount paid, according to the invoice.
b. Partial return of promotional orders
The refund for partial returns is calculated based on the unit price resulting from the purchased offer. Below are some explanatory examples:
Example for the 2x -15% offer (66.3 EUR)
- You return 1 product → we refund 33,15 EUR (half of the total)
- Return both products → we refund 66,3 EUR
Example for the 4x -25% offer (117 EUR)
- You return 1 product → we refund 29,25 EUR
- You return 2 products → we refund 58,5 EUR
- You return 3 products → we refund 87,75 EUR
- Return all 4 → we refund 117 EUR
Example for the 6x -30% offer (163,8 EUR)
- You return 1 product → we refund 27,3 EUR
- You return 2 products → we refund 54,6 EUR
- You return 3 products → we refund 81,9 EUR
- You return 4 products → we refund 109,2 EUR
- You return 5 products → we refund 136,5 EUR
- Return all 6 → we refund 163,8 EUR
How to return products:
Step 1. Inform us of your intention to return the purchased product
You can do this via email at support@21collagen.com with the subject "Return Request" to inform us of your request to withdraw from the contract. Please specify your full and correct name, the email address used to register your account, the order number, the invoice number, the date of issue and attach a picture of the condition of the products.
Example of information that should be included in the body of the letter:
Customer name: __________________________ (Last and first name on the order or company name in the case of legal entities).
Order number: __________________________ (The order number for which you wish to place a return request).
Phone number: __________________________
IBAN: __________________________ (Specify the IBAN number of the account where you want us to refund your money. For orders paid online by card, the refund will be made to the card used to place the order).
IBAN account holder: __________________________ (If you paid for the order by cash on delivery and filled in the IBAN field above, please also specify the bank account holder, which may be different from the name of the person who placed the order).
Within a maximum of 48 hours, we will contact you by email to co confirm the return procedure, if the request meets the mandatory application conditions for the purchased products.
Step 2. Prepare the package
If you have reached this step, please prepare the products to hand them over to the courier. We will contact the courier company to pick up the products. According to Emergency Ordinance no. 34/2014 on consumer rights in distance contracts, you will bear the transportation costs.
The package will contain the product you wish to return, properly packaged in protective foil to prevent damage during transport, in a box sealed with adhesive tape. Please also return the product together with the accompanying documents.
Don't forget to specify that shipping is paid to the sender, packages with shipping paid to the recipient will be refused.
Step 3. Picking up the package
After you have requested to pick up the package from the courier, you will be contacted on the following days to ship the package. You will need to pay the shipping cost.
Step 4. Quantitative and qualitative reception of returned products
Once the package has reached us, it will be assigned to the department responsible for the quantitative and qualitative reception of returned products. We assure you that this step is carefully supervised and monitored. During this stage, we will check whether the returned product meets the return conditions. If the returned product does not meet the above criteria, it will be reshipped to you, the shipping cost being borne by the customer.
We will contact you by email to inform you of the final results, within 48 hours of receiving the product.
Step 5. We refund your money or replace your product
If you opted for a refund and the product you returned meets the return conditions, we will transfer the money to the account you specified.
The money will be visible in your account within a maximum of 14 calendar days from the moment the product physically reaches us.
If you wish to replace the product and it meets the return conditions, we will contact you as soon as possible to replace and ship the new product. The shipping cost for shipping the desired product is the responsibility of the customer, if the order does not meet the value conditions to benefit from free shipping.
Complaints Management
In case of adverse or unpleasant reactions as a result of using the products, the Customer is asked to notify the Quality Control Department of the company "AMARYNE BIOLABS" SRL within a maximum period of 14 days, providing a detailed description of the problem, accompanied by a medical evaluation. For this, it is recommended to send an email to support @ 21collagen.com .
Contact and Support
For any questions regarding the return process or for further clarification, please contact us at the email address support@21collagen.com. We are available Monday to Friday, between 10:00 and 16:00, to assist you.