Refund and Return Policy

1. Introduction and Scope

This Refund and Return Policy (“Policy”) establishes the terms and conditions governing the return and refund of products purchased through Oxyfy DOOEL’s e-commerce platform operated at bioteka.mk (“Website”). This Policy operates in conjunction with the Terms of Service and is governed by the laws of the Republic of North Macedonia and applicable consumer protection legislation. By placing an order on our Website, you expressly acknowledge and agree to be bound by this Policy. If you do not agree with any provision herein, you must immediately cease your purchase transaction.

2. Legal Framework and Consumer Rights

This Policy complies with and is informed by:
• Macedonian Law on Consumer Protection
• Macedonian Law on Trade
• Distance Sales Regulations under Macedonian law
• Consumer protection principles applicable to North Macedonia Customers retain all rights granted under applicable consumer protection legislation, including the statutory right to withdraw from purchase contracts within the prescribed period.

3. Return Window and Right of Withdrawal

3.1 Withdrawal Period
In accordance with Macedonian consumer protection law, customers may withdraw from purchase contracts within fourteen (14) calendar days from the date of delivery of products (the “Withdrawal Period”). This right is exercised without providing any reason for the return. The Withdrawal Period commences on the date the customer or a designated representative physically receives the products at the delivery address specified in the order.
Customers must exercise their withdrawal right prior to the expiration of this fourteen day period.

3.2 Applicability Limitations
The right of withdrawal does not apply to the following categories of products:
• Products that have been opened, unsealed, or partially consumed
• Products where seals, protective packaging, or tamper-evident features have beencompromised
• Liquid, syrup, or other perishable products with broken, leaking, or damaged seals
• Products that have been used or damaged due to customer handling, misuse, or improper storage
• Products for which hygienic or safety concerns arise
• Products that are clearly marked as non-returnable
Customers are responsible for determining whether a product falls within these exceptions prior to opening or consuming the product.

4. Return Procedures

4.1 Initiating a Return
To exercise the right of withdrawal, customers must:
1. Contact Oxyfy DOOEL at contact@bioteka.mk within the fourteen (14) calendar day Withdrawal Period
2. Clearly state the intention to return the products
3. Provide the order number and date of original purchase
4. Provide the order invoice or receipt
5. Describe the product condition and reason for return
6. Include any supporting documentation or photographs if applicable
Return communications submitted outside the Withdrawal Period will not be processed.

4.2 Return Approval
Upon receipt of a return request, Oxyfy DOOEL shall review the submission within five (5) business days and determine whether the return meets the conditions specified in this Policy. Customers will receive written confirmation of approval or denial via email.

4.3 Return Shipping Instructions
Upon approval of a return, Oxyfy DOOEL shall provide customers with:
• Detailed return shipping instructions
• The return address
• Recommended packaging guidelines
• Any required documentation to include with the return shipment

5. Return Condition Requirements

5.1 Returnable Products Must Meet the Following Criteria
Products eligible for return must be:
• In unopened, unused condition
• In original, undamaged packaging
• Accompanied by the original order receipt, invoice, or order number
• Free from contamination, moisture, or deterioration
• Accompanied by all original components, accessories, or documentation

5.2 Product Inspection
Upon receipt of returned products, Oxyfy DOOEL shall inspect the products for
compliance with the return condition requirements specified in Section 5.1. Products not meeting these requirements may be rejected, and the customer will be notified accordingly.

5.3 Return Shipping Responsibility
Return shipping costs are the sole responsibility of the customer. Customers must arrange and pay for all return shipping expenses. Oxyfy DOOEL shall not reimburse return shipping costs, with the exception of returns resulting from Oxyfy DOOEL’s error or product defect (Section 7).
Customers are responsible for selecting an appropriately insured shipping method.
Oxyfy DOOEL is not liable for loss, damage, or failure of returned products in transit.

6. Refund Processing

6.1 Refund Timeline
Upon receipt and satisfactory inspection of returned products, Oxyfy DOOEL shall process the refund within ten (10) business days. Refunds shall be credited to the original payment method used at the time of purchase.

6.2 Refund Amount
The refund shall include the product purchase price only. The refund shall not include:
• Original shipping charges
• Return shipping charges
• Customs duties or import taxes (if applicable)
• Any processing fees or surcharges
• Discounts applied via promotional codes or gift vouchers (refund limited to actual product cost)

6.3 Payment Processing Timeline
Customers should allow an additional five (5) to ten (10) business days for the refund to appear in their bank account or payment method, depending on the customer’s financial institution. Oxyfy DOOEL is not responsible for delays caused by banking institutions or payment processors.

6.4 Partial Refunds
If a customer returns a portion of a multi-item order, Oxyfy DOOEL shall issue a refund for the returned items only. Shipping charges shall be allocated proportionally based on the value of returned items relative to the total order value.

7. Damaged or Defective Products

7.1 Notification Requirements
If products arrive damaged, defective, or not as described, customers must notify Oxyfy DOOEL within three (3) business days of delivery. Notification must be submitted via email to contact@bioteka.mk and must include:
• Order number and date of purchase
• Detailed description of the damage or defect
• Photographs clearly showing the damage or defect
• Photographic evidence of the packaging condition upon receipt
Claims submitted outside the three (3) business day notification window may be denied at Oxyfy DOOEL’s sole discretion.

7.2 Remedies for Damaged or Defective Products
For products determined to be damaged or defective due to Oxyfy DOOEL’s responsibility or shipping damage, Oxyfy DOOEL shall, at its sole discretion:
1. Issue a full refund of the product purchase price and original shipping charges; or
2. Send a complimentary replacement product via expedited shipping

7.3 Return Shipping Coverage
For returns of damaged or defective products, Oxyfy DOOEL shall cover all return shipping costs. Customers will be provided with a prepaid return shipping label or alternative arrangement.

7.4 Non-Returnable Items Despite Damage
Products that have been opened, used, or consumed shall not be eligible for return or refund based on claims of defect or damage, unless the defect was apparent upon initial receipt and the product was not used.

8. Replacement Products

8.1 Replacement Process
Customers who request replacement of damaged, defective, or incorrect items shall be offered a replacement at no additional charge, provided the request is submitted within the Withdrawal Period and meets the conditions of this Policy.

8.2 Replacement Shipping
Oxyfy DOOEL shall cover all costs associated with return shipping of the defective item and the shipment of the replacement product. Replacement products shall be dispatched within ten (10) business days of receiving and approving the return request.

8.3 Product Availability
If a replacement product is unavailable, Oxyfy DOOEL shall, in consultation with the customer, offer either a full refund or an alternative product of equal or greater value.

9. Non-Returnable Products

The following products cannot be returned, exchanged, or refunded under any circumstances:
• Products that have been opened, unsealed, or partially consumed
• Perishable items, food products, or beverages with compromised seals or packaging
• Products where the protective seal or safety features have been removed or damaged
• Products that show signs of use, handling, or consumption
• Products purchased more than fourteen (14) calendar days prior to the return
request
• Products that do not meet the Return Condition Requirements outlined in Section 5
• Products explicitly marked as final sale or non-returnable at the time of purchase
• Products with visible contamination, moisture, or deterioration
Customers acknowledge that food and beverage products are inherently sensitive to handling and storage conditions and are non-returnable once opened or used.

10. Refund Limitations and Disclaimers

10.1 No Refund Beyond Withdrawal Period
Products returned outside the fourteen (14) calendar day Withdrawal Period shall not be eligible for refund. Oxyfy DOOEL may, at its discretion, accept returns submitted slightly beyond this period, but such acceptance shall not constitute a waiver of this requirement.

10.2 Special Orders and Customizations
Products that have been custom-ordered, specially processed, or made to specification are non-returnable, as they are produced at customer request and cannot be resold.

10.3 Limited Availability Products
Products marked as limited availability or seasonal items are non-returnable unless the product arrives damaged or defective.

11. Restrictions on Repeat Returns

11.1 Abuse Prevention
Oxyfy DOOEL reserves the right to deny future returns or refunds from customers who demonstrate a pattern of excessive or abusive returns, including:
• Repeated returns of the same product without stated defects
• Returns of products that have clearly been used or consumed
• Fraudulent damage claims
• Returns submitted with false or misleading descriptions
Such customers may be subject to account suspension or termination in accordance with the Terms of Service.

12. Warranty and Product Quality

12.1 Limited Warranty
Oxyfy DOOEL warrants that all products:
• Are accurately described on the Website
• Arrive in good condition (subject to normal transit wear)
• Are genuine items from authorized suppliers
• Comply with Macedonian food safety regulations (where applicable)
• Are handled and stored in accordance with industry standards

12.2 Disclaimer
EXCEPT AS EXPRESSLY PROVIDED HEREIN, OXYFY DOOEL MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
Products are provided on an “as is” basis following delivery to the customer’s specified address. After delivery, the customer assumes all responsibility for proper storage, handling, and use of products.

13. Liability Limitations

13.1 Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OXYFY DOOEL’S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THIS REFUND AND RETURN POLICY SHALL NOT EXCEED THE TOTAL PURCHASE PRICE PAID FOR THE PRODUCTS IN QUESTION.

13.2 Non-Returnable Damages
Oxyfy DOOEL shall not be liable for:
• Loss or damage to products in customers’ possession following delivery
• Loss or damage during return shipping
• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits or business opportunity
• Health or safety issues related to improper product storage or use

14. Processing Errors and Customer Service

14.1 Order Errors
If Oxyfy DOOEL ships an incorrect product, the customer shall notify us within five (5) business days. Oxyfy DOOEL shall, at its discretion, either:
1. Provide a prepaid return label and ship the correct product upon receipt of the incorrect item
2. Issue a full refund and allow the customer to keep the incorrect item

14.2 Customer Service Disputes
Customers who believe they have been treated unfairly in the return or refund process may escalate their concerns by contacting our customer service team at contact@bioteka.mk with the subject line “Return/Refund Dispute.” Oxyfy DOOEL shall investigate and respond within ten (10) business days.

15. Contact Information for Returns

For all return, refund, and replacement inquiries, customers should contact:
Oxyfy DOOEL
• Email: contact@bioteka.mk
• Address: Londonska 4-2-21, 1000 Skopje, North Macedonia
• Business Hours: Monday – Friday, 08:00 – 18:00 CET
Customers should allow up to five (5) business days for email responses during normal business hours.

16. Policy Modifications

Oxyfy DOOEL reserves the right to modify this Refund and Return Policy at any time.
Changes shall be effective immediately upon posting to the Website. Customers are advised to review this Policy periodically. Continued use of the Website following modifications constitutes acceptance of the updated Policy.

17. Entire Agreement

This Refund and Return Policy, together with the Terms of Service and Privacy Policy, constitutes the entire agreement between Oxyfy DOOEL and the customer regarding product returns and refunds, and supersedes all prior understandings or agreements, whether written or oral.

18. Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of the Republic of North Macedonia, without regard to its conflict of law provisions. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the competent courts in Skopje, North Macedonia.
Before pursuing legal action, Oxyfy DOOEL encourages customers to contact us to resolve return and refund disputes informally. Good-faith negotiation and alternative dispute resolution may be pursued as permitted under Macedonian law.

Last Updated: 26.01.2026