Refund policy

At BIOpads, we want you to feel supported and informed. Please read our policy carefully.

1. The 30-Day Return Window

We offer a 30-day return policy from the date of delivery, structured in two straightforward phases:

  • Phase 1: Full Refund or Exchange (Days 1 – 14)
    During the first 14 calendar days, you may return any item for a full monetary refund to your original payment method, or exchange it for a different size/product (provided strict hygiene conditions are met).
  • Phase 2: Store Credit or Exchange Only (Days 15 – 30)
    For returns requested between day 15 and day 30, we will gladly accept your return in exchange for Store Credit or a direct product exchange. Cash refunds are not available during Phase 2.

2. Strict Hygiene Requirements (Crucial)

In accordance with Article 16(e) of Directive 2011/83/EU, intimate garments and cosmetics are sealed for health protection and hygiene purposes.

Your right of return/exchange is completely lost the moment the item is unsealed. We will only accept items that are:

  • completely unused, unworn, and unwashed
  • free of any marks, stains, or odors
  • returned with the original disposable hygiene sticker/seal 100% intact.

If an item is returned with a peeled, tampered, or missing hygiene sticker, the package will be rejected and sent back to you at your expense.

2.1 Intimate Cosmetic Products and Washable pads

Due to hygiene regulations:

  • cosmetic items cannot be returned or refunded once opened
  • washable pads cannot be returned or refunded once opened
  • if the product arrives damaged or defective, we will send a replacement

3. Opened Cosmetics

Due to the same health and safety regulations, intimate cosmetic creams, washes, or serums cannot be returned or refunded once the outer safety seal has been broken.

4. How to Request a ReturnΒ 

To exercise your right of withdrawal, you do not need to send complicated letters. SimplyΒ reach our support team at info@thebiopads.com stating your Order Number.

Return Dispatch Deadline

Please note that communicating your withdrawal is only the first step. Under EU regulations, you must hand the sealed product over to the carrier no later than 14 calendar days from the day you requested the return. Returns dispatched after this 14-day window has expired will be rejected and the right to a refund will be forfeited.

5. Shipping Costs for Returns

  • Standard Returns / Size Exchanges: The customer is responsible for the direct cost of shipping the item back to our warehouse. BIOpads will cover the cost of shipping the new exchanged item back to you.
  • BIOpads Error / Incorrect item received: If we made a mistake fulfilling your order, we will provide a prepaid return label at zero cost to you.

6. Damaged Parcels vs. Defective Goods

  • Transport Damage: If your parcel arrives visibly crushed or torn by the courier, please report it to info@thebiopads.com within 48 hours with a photograph so we can file a claim with the carrier.
  • Legal Guarantee (Manufacturing defects): You are covered by the EU statutory warranty for faulty goods. If an item reveals a genuine manufacturing defect, please contact us. We will inspect the issue and offer a free replacement or a repair. If a replacement is not possible, you will receive a full refund.

7. Shipping Issues

If your order arrives incomplete, damaged, or incorrect:

  • we will send the missing or correct item(s)
  • refunds are not issued for shipping or fulfillment errors