BioWitel SIA | www.biowitel.com | Last updated: 25 May 2026
This policy applies to purchases made directly through www.biowitel.com and does not limit any mandatory consumer rights under applicable law.
Quick summary
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Policy item
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BioWitel policy
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Return window
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Customers must notify us within 14 calendar days after receiving the order. After the return is registered, the item must be sent back within 14 calendar days.
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Eligible returns
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We accept returns for defective and non-defective products, including change-of-mind returns, unless the product is legally excluded from return.
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Return cost
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Customer pays the return shipping cost for non-defective/change-of-mind returns. BioWitel pays return shipping for defective, damaged, incorrect, missing, or fulfilment-error returns.
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Return method
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In the Baltic States, returns may be arranged through Omniva, SmartPosti, or Unisend where available. Outside the Baltics, we provide return instructions by email.
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Refund timing
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Refunds are processed within 14 calendar days after we receive the returned item or proof that the item has been sent back.
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Restocking fee
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No restocking fee.
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Exchanges
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Exchanges are accepted when replacement stock is available. If not available, a refund will be issued.
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1. How to contact us
For all return, exchange, refund, delivery, or product-related questions, contact us before sending the item back so we can give you the correct return method, label/code, and return address.
· Email: info@biowitel.com
· Phone: +371 26644763
· Website: www.biowitel.com
Please include your order number, full name, delivery country, product name, and a short description of the issue. For damaged, incorrect, or defective products, please also include clear photos of the product, packaging, and shipping label.
2. Return window and right of withdrawal
For online purchases, customers may request a return within 14 calendar days after receiving the order. You do not need to give a reason for a change-of-mind return, but giving a reason helps us process the return faster.
After you notify us that you want to return an item, you must send the item back within 14 calendar days. This policy does not limit your statutory rights for defective, damaged, incorrect, undelivered, or non-conforming goods.
3. Products accepted for return
We accept returns and exchanges for defective and non-defective products when the requirements below are met:
· The return request is made within the return window stated above.
· The item is complete and includes all accessories, manuals, labels, seals, hygiene films, and proof of purchase where applicable.
· The item is unused or handled only as necessary to inspect its nature, characteristics, and functioning.
· The item is packed securely so it is protected during return delivery.
· For sealed health, hygiene, or safety-sensitive products, the original seal must remain intact unless the item is defective, damaged, or incorrect.
We may reduce the refund if returned goods have lost value because they were used, damaged, incomplete, or handled more than necessary to inspect them.
4. Non-returnable items
We cannot accept returns or exchanges for the following items unless they are defective, damaged, incorrect, or unless applicable law requires otherwise:
· Perishable goods or items with a short shelf life.
· Sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been opened.
· Personalised, customised, or made-to-order products.
· Items that are incomplete, damaged by the customer, or missing required accessories, labels, seals, or hygiene films.
5. How to start a return
· Email us at biowitelcontact@gmail.com within 14 calendar days after delivery.
· Wait for our return instructions before sending the parcel. The correct return method depends on your country, parcel size, and original delivery method.
· Pack the item securely. Include your order number inside the parcel.
· Use the return code, return label, parcel locker, courier, or return address that we provide.
· Keep the receipt, tracking number, or proof of drop-off until the refund or exchange is completed.
Unregistered returns may be delayed because we may not be able to match the returned parcel to your order.
6. Return delivery options in the Baltic States
For returns from Latvia, Lithuania, and Estonia, BioWitel may offer the following return options where available. The exact option will be confirmed by email after your return request is registered.
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Carrier
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Return option
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How the customer uses it
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Omniva
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Omniva return code/label via parcel locker or courier where available.
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Use the return code or label in an Omniva parcel locker, or follow the Omniva return instructions sent by email/SMS. This keeps the existing Omniva back-delivery option in the policy.
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SmartPosti
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SmartPosti Parcel Return Connect label for parcel lockers or parcel points in the Baltics where available.
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Use the return label provided by BioWitel. The label may be included with the original shipment or sent after the return is registered.
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Unisend
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Unisend/uDrop parcel locker return where available in the Baltic States.
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Use the return PIN/code sent by SMS, a return label included in the parcel, or a return label sent by email, depending on the selected return flow.
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7. Returns outside the Baltic States
For returns from other countries, we will provide the available return method and return address by email. Unless we provide a prepaid return label, use a tracked postal or courier service and keep proof of shipment.
8. Return shipping costs
· For non-defective products and change-of-mind returns, the customer is responsible for return shipping costs unless BioWitel confirms otherwise in writing.
· For defective, damaged, incorrect, undelivered, or fulfilment-error returns, BioWitel covers the reasonable return shipping cost or provides a prepaid return method.
· If you choose your own courier instead of the return method we provide, you are responsible for the cost and for the parcel until it is delivered back to us. Use tracked shipping.
· We do not charge a restocking fee.
9. Damaged, defective, incorrect, or missing products
If you receive a damaged, defective, incorrect, or incomplete order, contact us as soon as possible, preferably within 72 hours after delivery. Send clear photos of the product, packaging, and shipping label where possible.
The 72-hour request helps us investigate the issue with the carrier faster. It does not remove or reduce your statutory consumer rights.
If the issue is confirmed, we will offer a replacement, exchange, repair, price reduction, or refund as required by applicable law and the circumstances of the case.
10. Refunds
· Refunds are issued to the original payment method used for the order. If the original payment was made in cash or another method that requires bank details, we may ask for your bank account details to issue the refund.
· Refunds are processed within 14 calendar days after we receive the returned item or receive proof that the item has been sent back, whichever is earlier where applicable.
· We may withhold the refund until we receive the returned goods or proof that they have been sent back.
· When required by law, the refund includes the standard outbound delivery cost paid for the original order. Extra costs for express, upgraded, or non-standard delivery are not refunded unless required by law or caused by our error.
· If only part of an order is returned, delivery charges may not be refunded unless required by law or caused by our error.
11. Exchanges
We accept exchanges when replacement stock is available. Exchange requests must be registered within the same 14-calendar-day return window unless the product is defective, damaged, incorrect, or applicable law gives you a longer remedy period.
If the requested replacement is unavailable, we will issue a refund or offer another solution. For exchanges caused by product quality issues or fulfilment errors, BioWitel covers the return shipping cost.
12. Delivery risk and liability
Risk of loss or damage to goods passes to the customer when the goods are delivered to the customer or to a third party designated by the customer, other than the carrier.
For returns arranged by the customer using their own delivery method, the customer remains responsible for the returned parcel until it is received by BioWitel. For this reason, we strongly recommend tracked shipping and secure packaging.
13. Complaints and consumer support
If you are not satisfied with our response, you may contact the Latvian Consumer Rights Protection Centre (PTAC) or use the consumer redress information available through the European Commission. The former EU Online Dispute Resolution platform was discontinued in 2025, so references to that closed platform should not be used as the main complaint route.
· PTAC: www.ptac.gov.lv
· European Commission Consumer Redress information: consumer-redress.ec.europa.eu
