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Shipping & Returns

Shipping

Spend over 250 Dirhams and receive free delivery, UAE wide.

Our estimated delivery times and costs are:
                 

Delivery Time Shipping Cost
UAE orders under 250 Dirhams Same Day* 35 Dirhams
Next Day*¹ 30 Dirhams
UAE orders over 250 Dirhams Same Day* Free shipping
Next Day*¹ Free shipping

*Same day for orders received before 12pm (Dubai, Sharjah and Ajman).
*¹Next day delivery before 9pm (Rest of Emirates)

• We'll let you know by email once we have received your payment. When your parcel has been shipped, we'll send you another email (from info@biotell.ae) with tracking information.
• Shipping rates are in Emirati Dirhams and will be listed separately on your invoice.
• All orders will be shipped from our warehouse in the UAE.
• If your package does not arrive within the indicated delivery time, please contact us within 2 weeks of your parcel’s original delivery date. We can only open an investigation with the courier within a 2-week period. After those 2 weeks, we cannot provide compensation nor assist you further.

Please note: Unfortunately, we do not currently ship to PO Boxes.

Your order via the Biotell.ae website can only be delivered to a United Arab Emirates address.

Payment

CREDIT CARD

If you decide to pay by credit card (Visa, MasterCard or American Express), you will first be asked to enter your personal information and credit card number on a form. These will then be transmitted to the payment processor via a secure connection. The bank checks the transaction data as well as your line of credit within seconds and transmits the results of the check to the seller. If the results are positive, the agreed amount is charged to your credit card.

REIMBURSEMENT

We will credit you with the return amount as quickly as possible after receiving your return shipment.


Returns

You are welcome to return any unwanted items to us (providing they are unused and in their original packaging) within 30 days of receipt. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Returns that do not meet our policy* will not be accepted and will be sent back to customer.

*Items returned in non-saleable condition such as -

  • Unsealed
  • Used (with exception of damaged or faulty items)
  • Relabelled
  • Refiled
  • Pierced
  • Partially missing items

    • Card refunds may take up to 10 business days to complete depending on the bank’s processing time. This can vary greatly between card issuers, and we are unable to influence this.

    How do I return an order?

  • Before returning a product, please contact our customer care team to request a return at info@biotell.ae
  • It is not possible to exchange products.
  • If you return a product without informing us, it may result in us being unable to process your return.
  • Please mention your order number, the item you want to return and the reason.
  • Please pack the item(s) securely and include the invoice or packing slip.  If these are not available any longer, then please do not forget to mention your order number and name on a separate piece of paper. 
  • Please note that we don’t include return labels with orders. When you contact customer care they provide you with the return address.
  • You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
  • If you are shipping an item over 375 Dirhams, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your item.Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  • If you had received a free gift/product upon ordering during one of our promotional offers and would like to return your whole order, then you would also need to return the free gift/product back to us with the rest of your order for us to process your refund. Should you return your whole order, but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund of the rest of your order.
  • Empty bottles/tubes of products cannot be accepted.
  • Returns that exceed the 30-day guarantee period cannot be accepted.
  • We do not accept returns from orders placed via a reseller.

    • Sale items (if applicable)Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    If you have a complaint or concern with service received or a product purchased, please contact us on info@biotell.ae and we'll do our best to help.