Returns & refunds

Last updated: 5 September 2026

Your right to withdraw

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. This right comes from the EU Consumer Rights Directive and the Polish Act on Consumer Rights.

The 14-day period starts on the day you, or someone you nominated, physically receives the goods.

Important exception: sealed goods

Bacteriostatic water is supplied in sterile, sealed vials. Under Article 38(5) of the Polish Act on Consumer Rights (implementing Article 16(e) of the Consumer Rights Directive), the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, if the seal has been broken after delivery.

In plain terms:

  • Vial still sealed and undamaged — you may return it within 14 days.
  • Seal broken, stopper pierced, or packaging opened — it cannot be returned, because sterility can no longer be guaranteed.

The same applies to syringes: unopened outer packs can be returned, individually unwrapped syringes cannot.

How to return an item

  1. Email support@bacteriowater.shop within 14 days of delivery, quoting your order number and which items you want to return.
  2. We will reply with the return address and confirm what to include.
  3. Send the items back within 14 days of telling us. Pack them so they survive the journey — items damaged in return transit may not be refundable.

You may use the standard withdrawal form, but you do not have to; a clear statement by email is enough.

Return shipping costs

You pay the cost of returning the goods, unless the return is because we sent the wrong item or the item arrived faulty or damaged — in that case we cover it.

Refunds

Once we receive and check the returned items, we refund within 14 days, using the same payment method you used to pay. There is no fee for a refund.

We refund the price of the returned goods plus the standard delivery cost you originally paid. If you chose a more expensive delivery method than our cheapest standard option, we refund the standard rate.

We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever is earlier.

Faulty, damaged or incorrect items

If something arrives damaged, faulty, or is not what you ordered, this is separate from the withdrawal right above and your statutory rights are not affected by the sealed-goods exception.

Email us within 7 days of delivery with your order number and photographs of the item and its packaging. We will replace it or refund it in full, including delivery costs, and we cover return shipping.

Complaints

If you are unhappy with how we have handled a return, write to support@bacteriowater.shop and we will respond within 14 days.

EU consumers can also use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Company details

PEPEUROPE LTD
182–184 High Street North, East Ham
London E6 2JA, United Kingdom
Email: support@bacteriowater.shop