Shipping policy

1. Where we ship and what you pay

Available destinations, delivery services and shipping charges are shown at checkout. The amount charged for delivery is shown before you place the order. Delivery to some destinations, remote areas or oversized items may be unavailable or require a separately agreed quotation; we will not charge an undisclosed amount after checkout without your agreement.

2. Processing and dispatch

The dispatch estimate displayed for the product at the time of purchase applies to that item. A made-to-order or pre-order item may have a longer production period than an in-stock item. If an order contains products with different dispatch estimates, we may send them separately or together as indicated at checkout or in the order confirmation. We will notify you when an order is dispatched and provide tracking information where the carrier supplies it. Business days exclude weekends and public holidays at the place of dispatch.

3. Delivery and delays

Any agreed delivery date or period in your order information applies. Other delivery estimates are based on information available when shown and may change because of carrier, customs or other events. If we become aware of a material delay, we will tell you and provide updated information. A delay does not remove any right to require delivery, cancel, or obtain a refund under applicable law. In the EU, if we do not deliver within the agreed period, or within the legal default period where none was agreed, the consumer has the remedies provided by law, including termination and reimbursement after the applicable conditions are met. For U.S. orders, if we cannot ship within the promised period or the period set by the applicable federal rule, we will seek consent to the delay or provide the required refund; required refunds are not replaced by store credit.

4. Risk of loss and delivery problems

For consumer orders, BIONIC remains responsible for loss of or damage to goods until you or a person you designate, other than the carrier, obtains physical possession, unless applicable law provides a specific exception where you independently commission a carrier we did not offer. Handing a parcel to our chosen carrier does not by itself transfer risk to you. Contact hello@bioniclabs.org if tracking shows delivery but you have not received the parcel, or if it arrives damaged, incomplete or incorrect. Please keep packaging and provide photos where reasonably possible so we can investigate. Reporting visible damage promptly helps with carrier claims but does not reduce statutory rights.

5. Customs, duties and taxes

For deliveries outside the EU, import duties, customs charges and local taxes may be payable in the destination country unless checkout expressly states that they are included. The customer is responsible for charges identified as payable by the recipient. Customs procedures may add time. Where a mandatory cancellation or non-delivery remedy applies, this clause does not limit it. BIONIC is not responsible for taxes collected directly by a destination authority unless applicable law or the checkout terms place that responsibility on us.

6. Address errors, failed delivery and returns

Please check the delivery address and any delivery instructions before placing an order. If an address you provided is incomplete or incorrect, or a parcel is returned after reasonable delivery attempts, contact us to discuss reshipment or the remedy available under law. We may require payment of reasonable, documented additional shipping or customs costs caused by the error or unjustified failure to receive the parcel, where law permits. We will not use a failed delivery label to deny a valid claim for withdrawal, non-delivery or faulty goods.

The cost and procedure for sending goods back after delivery are set out in the Return and refund policy. For bulky goods that cannot normally be returned by post, any customer-paid return cost or reasonable estimate required by law must be disclosed before purchase.