Refund policy
Effective: 24 August 2025
1. Our Commitment
We ship every NAD⁺ product in temperature-controlled packaging to ensure peak potency. Because our formulations are highly sensitive, special rules apply to returns.
2. Final Sale
- All sales are final once payment is completed.
- Under the Consumer Contracts Regulations 2013 (Reg 28(1)(c)), items liable to “deteriorate or expire rapidly” are exempt from the 14-day cooling-off period.
- Our NAD⁺ vials and kits require continuous cold-chain handling; integrity cannot be guaranteed if returned.
- Capsules (Liposomal NAD⁺, TMG) are sealed consumables and exempt from returns once dispatched.
3. Before You Buy – Quick Checklist
Please double-check before clicking Pay now:
- Quantity or subscription frequency
- Delivery address (including postcode, flat number & access notes)
- Billing address & payment method
4. Faulty, Damaged or Incorrect Items
Your statutory rights under the Consumer Rights Act 2015 still apply. If your order arrives faulty, damaged or incomplete:
- Photograph the outer packaging and contents immediately.
- Email team@bio-atelier.co within 24 hours of delivery, quoting your order number and attaching photos.
- We’ll arrange a replacement or full refund (including postage) once we’ve reviewed your evidence.
5. Non-Returnable Items
| Product | Reason |
|---|---|
| NAD⁺ vials & injection kits | Cold-chain integrity lost once dispatched |
| Bio Pen Auto-injector | Sterility and safety concerns once packaging is opened |
| Liposomal NAD⁺ Capsules | Safety and hygiene regulations once seal is broken |
| TMG Capsules | Safety and hygiene regulations once seal is broken |
Returned goods cannot be re-chilled, inspected, or resold safely.
6. Contact & Support
- Support hours: Mon–Fri, 9 am–5 pm (UK time)
- Email: team@bio-atelier.co
7. Your Statutory Rights
Nothing in this policy affects your legal rights concerning faulty or mis-described goods. For further guidance, consult the Consumer Rights Act 2015 or Citizens Advice.