Refund policy

This Refund and Return Policy sets out the conditions under which the Customer may exercise the right of withdrawal, return a product, submit a complaint or request a refund for products purchased from the online store collagenlab.eu.

Trader: Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street
Email: hello@collagenlab.eu
Phone: +359 882 91 91 40
Website: https://collagenlab.eu

I. Statutory Right of Withdrawal

A Customer who qualifies as a consumer under applicable consumer protection law has the right to withdraw from a distance contract without giving any reason and without paying any compensation or penalty within 14 days from the date of receipt of the product.

To exercise the right of withdrawal, the Customer must notify us by a clear statement sent to hello@collagenlab.eu before the expiry of the 14-day period.

The withdrawal request should include:

  • customer’s first and last name;
  • order number;
  • email address or phone number for contact;
  • product you wish to return;
  • date of receipt of the product;
  • a clear statement that you wish to withdraw from the purchase.

After receiving the request, we will provide instructions for returning the product.

II. Return Conditions

To be accepted for return, the product must be returned in the condition in which it was received, namely:

  • unopened;
  • unused;
  • in its original packaging;
  • with intact protective packaging or seal, where applicable;
  • in undamaged commercial condition;
  • within its expiry date;
  • with all accompanying documents, where applicable.

The Customer must return the product without undue delay and no later than 14 days from the date on which the Customer notified the Trader of the withdrawal.

The Customer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the product.

III. Exceptions to the Right of Withdrawal

In accordance with applicable consumer protection legislation, the right of withdrawal does not apply to sealed goods which have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.

Due to the nature of the products offered, including food supplements, the right of withdrawal does not apply or may be refused in cases provided by law, including where:

  • the product was delivered sealed and has been unsealed after delivery;
  • the product cannot be returned for reasons of health protection or hygiene;
  • the product has been opened, used or partially used;
  • the protective packaging, seal or tamper-evident closure has been broken;
  • the product’s commercial condition has been damaged due to the Customer’s actions;
  • the product has been damaged as a result of improper storage or use by the Customer;
  • the product has expired or its shelf life has been compromised due to improper storage by the Customer.

Food supplements that have been opened, used or have damaged protective packaging cannot be returned for hygiene and health protection reasons, except in cases of proven defect or non-conformity.

IV. Additional 30-Day Return Policy

In addition to the statutory 14-day right of withdrawal, CollagenLab® may offer an additional 30-day return policy, where this is expressly stated on the website or in a specific campaign.

This additional policy does not limit the Customer’s statutory rights.

To be eligible for return under the additional 30-day policy, the product must be:

  • unopened;
  • unused;
  • in its original packaging;
  • with intact protective packaging or seal;
  • in undamaged commercial condition;
  • within its expiry date.

A return request under the additional 30-day policy must be sent to hello@collagenlab.eu, stating the order number, name, product and reason for return.

V. Return Shipping Costs

Return shipping costs are borne by the Customer, unless:

  • the product is defective;
  • the product was damaged during delivery;
  • the wrong product was sent;
  • a product is missing from the order;
  • the Trader has expressly stated otherwise in a specific campaign or policy.

We recommend returning products using a trackable courier service. The Trader is not responsible for returned parcels that are lost or damaged during transport when the return shipment is organised by the Customer.

VI. Refunds

In the event of a validly exercised right of withdrawal or an approved return, the Trader will refund the amounts received from the Customer in accordance with applicable law.

The refund will be made using the same payment method used by the Customer for the original transaction, unless the Customer has expressly agreed to another refund method.

The Trader may withhold the refund until the returned product has been received or until the Customer provides proof that the product has been sent back, whichever occurs first.

After the returned product has been received and inspected, if the return is approved, the refund will be processed within 14 days, in accordance with applicable law.

The initial standard delivery costs will be refunded in accordance with applicable law. Additional costs resulting from the Customer’s choice of a more expensive delivery method than the standard delivery option will not be refunded, unless otherwise required by law.

VII. Damaged, Defective or Incorrect Product

If you receive a damaged, defective or incorrect product, please contact us as soon as possible at hello@collagenlab.eu.

To process the case, please provide:

  • order number;
  • name and contact details;
  • description of the issue;
  • photos of the product;
  • photos of the label, batch number and expiry date;
  • photos of the transport packaging, if there is visible damage;
  • proof of purchase, if required.

After reviewing the case, we may offer a replacement, refund, delivery of a missing product, discount or another appropriate solution depending on the specific case and applicable law.

VIII. Complaints and Product Non-Conformity

The Customer has the right to submit a complaint in case of product non-conformity, defect, damage, incorrectly shipped product, missing product or any other issue related to the fulfilment of the order.

Complaints must be submitted to hello@collagenlab.eu within a reasonable time after the issue has been identified.

This Policy does not limit the Customer’s statutory rights in case of product non-conformity.

For food supplements, complaints related to quality, expiry date, batch number, damaged packaging or non-conformity shall be assessed in light of the nature of the product, storage conditions, packaging integrity and applicable legal requirements.

IX. Products That Cannot Be Returned

The following products cannot be returned, except in cases of proven defect or non-conformity:

  • opened food supplements;
  • used products;
  • products with damaged protective packaging, seal or tamper-evident closure;
  • products with damaged commercial condition;
  • products that have been stored improperly after receipt;
  • products returned after the applicable withdrawal or return period has expired;
  • gift cards, promotional codes or digital products, if such products are offered.

X. Exchanges

Depending on availability and the specific case, the Trader may offer a product exchange. If you would like a different product or flavour, please contact us at hello@collagenlab.eu.

An exchange may be refused if the product does not meet the return conditions, or if it has been opened, used or has damaged protective packaging.

XI. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at hello@collagenlab.eu.

If the order has not yet been processed or shipped, we will make reasonable efforts to cancel it and refund the amount paid.

If the order has already been processed or shipped, cancellation may not be possible. In such case, you may exercise your right of withdrawal or request a return in accordance with this Policy.

XII. Contact Details

For questions regarding returns, refunds, complaints or order cancellations, you may contact us through:

Email: hello@collagenlab.eu
Phone: +359 882 91 91 40
Trader: Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street
Website: https://collagenlab.eu

Last updated: 16 June 2026