Refund policy

Returns, Refunds & Withdrawal Policy

At Metusalem BioLabs, we want returns, refunds and withdrawal requests to be easy, clear and properly documented. This policy explains how to request a return, when products may be eligible, and how refunds are processed.

Before sending any product back to us, 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.

Your right of withdrawal

If you are a consumer purchasing from our online store, you may have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, in accordance with applicable EU consumer law.

To exercise your right of withdrawal, please submit your request through our Withdrawal & Return Request Portal or contact us at info@c60-metusalem.com.

Please note that certain products may be excluded from the right of withdrawal once opened or unsealed, especially sealed goods that are not suitable for return for reasons of hygiene, health protection, safety or product integrity.

30-day return period for eligible products

In addition to your statutory rights, we allow eligible products to be returned within 30 days of receiving your order, provided that the product is unused, unopened, in the same condition that you received it, and in its original packaging.

Please note that we cannot accept returns for products that have been opened, partially used or partially consumed, unless the product is defective, damaged, incorrect, or another legal right applies.

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 for taste preference reasons. 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 before placing your order.

How to return your order

To request a return, withdrawal, refund, replacement or exchange, please first submit your request through our Withdrawal & Return Request Portal.

After your request has been submitted, we will review it manually. If your product needs to be returned, please send it to our dedicated returns address unless we provide different instructions by email.

Returns address:

RVP Biofood
Avenida de la Libertad 5
29680 Estepona
Spain

When sending back items, please include a covering note with your order number, name and reason for the return. This will help us process your return smoothly.

To complete your return, we may require a receipt, order confirmation or other proof of purchase.

Please do not send your purchase back to the manufacturer.

Return shipping costs

For standard returns and withdrawal requests, you are responsible for paying your own return shipping costs unless we have agreed otherwise or unless the return is required because of an error on our side, such as a wrong, defective or damaged item.

Shipping costs are non-refundable, except where required by applicable law. If you receive a refund, the cost of return shipping may be deducted from your refund where applicable.

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item once it has been shipped.

Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at info@c60-metusalem.com or submit your request through our Withdrawal & Return Request Portal.

Please include your order number and, where possible, photos of the product, packaging and shipping label. Depending on the situation, we may offer a replacement, refund or another suitable solution.

Partial refunds

There are certain situations where only partial refunds may be granted, if applicable:

Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery, unless a statutory right applies.
Any item that has been returned without prior request or without sufficient order information.

Refunds

Once your return is received and inspected, we will send you an email to confirm 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 original method of payment within a certain number of days. The refund is processed through our system, but the time it takes for you to receive the funds may depend on external factors such as your bank, card provider or payment provider.

If your withdrawal request is approved under applicable consumer law, we will reimburse eligible payments in accordance with the legal requirements. Additional delivery costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us may not be refunded.

Late or missing refunds

If you have not received a refund yet, please first check your bank account again.

Then contact your credit card company or payment provider, 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 appears on your statement.

If you have done all of this and still have not received your refund, please contact us at info@c60-metusalem.com.

Discounted or promotional items

Discounted or promotional items are handled in accordance with the same legal rights that apply to your purchase. Where no statutory right applies, certain promotional items may be excluded from voluntary returns depending on the promotion, product type and condition of the item.

Exchanges and replacements

We only replace items if they are defective, damaged, incorrect or otherwise eligible for replacement. If you need to exchange an item for the same item, please submit your request through our Withdrawal & Return Request Portal or contact us at info@c60-metusalem.com.

Depending on the order size, value and situation, you may need to send the 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 may receive gift credit for the value of your approved return. Once the returned item is received and approved, a gift certificate may 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 may send the refund to the original purchaser.

Need help?

If you have any questions about your return, refund, withdrawal request or product eligibility, please contact us at info@c60-metusalem.com or use our Withdrawal & Return Request Portal.