Refund and Returns Policy
I don't like the taste – can I return it?
At Metusalem BioLabs, we recognize that everyone has their own taste preferences. To ensure you have the best experience with our products, we would like to provide some guidance.
Once a product has been opened and partially consumed, we cannot exchange it for a different product or flavour, nor can we offer a refund. To avoid any inconvenience, especially if you are trying our products for the first time, we highly recommend starting with a smaller pouch size before committing to a larger one.
If you have any doubts or questions about our products, our dedicated Customer Support team is here to help. Please do not hesitate to reach out to us.
How to Return Your Order
We understand that circumstances may change, and you may need to return an item to us.
Before sending any product back, please submit your request through our Withdrawal & Return Request Portal. This helps us correctly identify your order, document your request and review whether the item is eligible for return, refund, replacement or exchange.
If you decide to make a return, please send the item to our dedicated returns address within 30 days of receiving it, unless we have provided different instructions after reviewing your request.
Please note that we cannot accept returns for items that have been opened or partially used. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Here is our returns address:
RVP Biofood
Avenida de la Libertad 5
29680 Estepona
Spain
Please be aware that for standard returns, we are unable to cover the cost of return postage. When sending back the items, kindly include a covering note with your order number, name and reason for the return. This will facilitate a smooth processing of your return.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted, if applicable:
- Any item not in its original condition, damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds, if applicable
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed automatically to your credit card or original method of payment within a certain number of days. As mentioned, this refund happens automatically through our system, and the time it takes for you to receive it depends on external factors such as your bank or payment provider.
Late or missing refunds, if applicable
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please contact us at info@c60-metusalem.com.
Sale items, if applicable
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges, if applicable
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at info@c60-metusalem.com or submit your request through our Withdrawal & Return Request Portal.
Depending on the order size and value, you may need to send your item back to us, or we may ask you to dispose of it responsibly.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you by email.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
Shipping
To return your product, you should mail your product to:
RVP Biofood
Avenida de la Libertad 5
29680 Estepona
Spain
Before sending products back, please submit your request through our Withdrawal & Return Request Portal.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund where applicable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item once it has been shipped.