Free Re-Shipping Policy for Retail Orders
Damaged Orders
💡 If your order arrives damaged, we will re-ship it for free. To qualify:
- Provide detailed photos of the parcel showing receiver details immediately upon arrival.
- Include close-up photos of the damaged items and packaging.
Lost Orders
💡 If your parcel is not delivered within these timeframes:
- 45 days (EU, US, GB)
- 60 days (Rest of the world, including islands)
Send us an email with your tracking number. Once confirmed, we will re-ship it for free.
Seized Orders
💡 If your order is seized by customs or the FDA, we will re-ship it for free if you provide:
- A 120 dpi photo of the envelope or letter from customs/FDA showing the receiver's name.
- A 120 dpi photo of the seizure notice showing receiver information.
- A new delivery address and recipient name (required for re-shipment).
⚠️ Important: We only re-ship orders once.
Re-Shipping Fees for Customer Errors
💡 If the shipping address is incorrect or incomplete (missing house number, company, or delivery access instructions), or if the recipient is unavailable, an additional re-shipping fee will apply.
Fees
- EU Countries: 20 EUR (Deus Medical & Astera Labs), 8 EUR (Biaxol)
- Non-EU Countries: 26 EUR (Deus Medical & Astera Labs), 15 EUR (Biaxol)
If your order includes multiple brands, separate fees apply for each package.
If the recipient is unavailable on delivery day, please provide one of the following:
- Leave in mailbox (include name if required).
- Leave in front of the door.
- Deliver to a neighbor (provide address).
Uncollected Parcels
If the parcel is marked "Ready for pickup" and includes a pickup location and hours, it must be collected within the specified timeframe. Failure to do so will require an additional re-shipping fee.
For any questions regarding re-shipments, please contact us at [email protected].