Shipping policy

Delivery

Delivery of the Products ordered by the Client is possible in all countries where the French State has not issued a ban.

Delivery Times

The purchased Products will be shipped by Colissimo or Mondial Relay without signature from the time the ordered Products are handed over to the carrier, and in any case no later than within 2 to 5 working days from the day following the final validation of the order by the Client.

The indicated times are average usual times and correspond to the processing and delivery times for orders.

In case of items deliverable on different dates due to their availability, the delivery time is based on the longest delay. Sym Biologic System reserves the right, however, to split the deliveries. The participation in delivery costs will then be charged for only one shipment.

The Client is invited to regularly check the tracking of their order on their account and to contact Sym Biologic System for any questions or in case of problems related to the delivery of their order by email at wecare@symbiologicsystem.com.

In case of delivery delay, the Client may report this delay to Sym Biologic System by email at wecare@symbiologicsystem.com. In this case, and as long as the Product has not been shipped, the Client may still cancel their order by sending an email to the same address: wecare@symbiologicsystem.com, or by sending a registered letter with acknowledgment of receipt to the following address: Sym Biologic System, Consumer Service, 805 rue Roche Colombe 26800 Etoile sur Rhône.

Product Availability

Sym Biologic System commits to delivering orders within the limits of available stocks. Therefore, in case of unavailability of one of the Products, the Client will be informed at the time of placing their order by display on the web page and the sale will not be carried out.

However, despite the care that Sym Biologic System takes in managing its stocks and the means it has implemented to this end, errors may exceptionally be mentioned on its stock status. In this case, Sym Biologic System will inform the Client by email of the unavailability of the concerned Product(s) as soon as possible. Sym Biologic System will then proceed to refund the price of the unavailable Product(s). The bank account corresponding to the credit card details given at the time of the order will then be re-credited with the overpayment, within thirty (30) days from the notification sent to the Client.

Delivery Methods

COLISSIMO - STANDARD DELIVERY WITHOUT SIGNATURE

Rate applicable to a delivery in mainland France only (including Corsica and Monaco): The participation in delivery costs is €4.90. Delivery costs are waived for any order equal to or greater than €49.

Rate applicable to a delivery in Europe: The participation in delivery costs is €6.90. Delivery costs are waived for any order equal to or greater than €49.

Rate applicable to a delivery outside France and Europe: The participation in delivery costs is €19.99. Delivery costs are waived for any order equal to or greater than €99.

The recipient can track their package using the parcel number received by email or, if not, through the Customer Service. The package is delivered directly to the mailbox at the delivery address. If the mailbox is too small, the package is delivered either to the order recipient or, if not and at the carrier's initiative, to any other person present at the address who agrees to take delivery (a neighbor, a guardian, or concierge). In this case, their details will be indicated on a notice left in the mailbox at the indicated address. When the package could not be delivered according to the above modalities, a notice of pending is left by the carrier in the recipient's mailbox indicating the coordinates of the Post Office where the recipient can pick up the package within 14 calendar days. If the recipient does not pick up their package within the timeframe indicated by the postal services, it will return to our warehouse, and the return costs will be charged to the Client. The ordered Products will either be refunded or resent. In case of a dispute regarding the delivery itself, the carrier's computer system (scanning) will prevail unless otherwise proven by the Client.

MONDIAL RELAY - PICKUP POINT DELIVERY

The package is delivered to the merchant of the Client's choice from the list offered at the time of closing the order.

Rate applicable to a delivery in mainland France only (including Corsica and Monaco). The participation in delivery costs is €3.90. Delivery costs at the pickup point are waived for any order equal to or greater than €49.

Rate applicable to a delivery in Belgium, Luxembourg, Netherlands, Spain, Portugal. The participation in delivery costs is €4.90. Delivery costs at the pickup point are waived for any order equal to or greater than €49.

As soon as the package arrives at the pickup point, the Client receives an email from Mondial Relay. The package will be handed over by the pickup point against signature and upon presentation of an ID. The Client has 14 calendar days to pick it up. After this 14-day period, the package will return to our warehouse, and the return costs will be charged to the Client. The ordered Products will either be refunded or resent.

In accordance with the provisions of Article L. 138-4 of the Consumer Code, the transfer of risks occurs only when the Client or a third party designated by them, other than La Poste or Mondial Relay (in charge of the delivery), physically takes possession of the package.

If the Client notices that the package is obviously damaged, they commit to refusing it and requesting its return to the attention of Sym Biologic System, which, noting the poor condition of the returned package, will refund the Client as soon as possible.

If the Client notices that the Products are damaged or do not correspond to their order, they must formulate a detailed complaint in writing to Sym Biologic System by email at wecare@symbiologicsystem.com or by postal mail at the following address: Sym Biologic System, Consumer Service, 805 rue Roche Colombe 26800 Etoile sur Rhône, within three clear days. Any complaint made beyond this period will not be accepted. The Client must return the Product(s) to Sym Biologic System at the following address: Sym Biologic System, logistics service, 805 rue Roche Colombe 26800 Etoile sur Rhône.

After study and on a case-by-case basis, Sym Biologic System may proceed with the refund of the Product(s), excluding any exchange. The return costs will in this case be reimbursed to the Client.

Refunds will be made within fifteen (15) days after the receipt of the Products by Sym Biologic System.

Sym Biologic System will carry out refunds at its discretion, either by credit to the Client's bank account or by bank check addressed to the name of the Client who placed the order, at the billing address.

The Client is bound to Sym Biologic System by the information related to their contact details and delivery and billing addresses if they are different.

Therefore, in case of an error in the wording of the recipient's contact details (including name, first name, street number and name, postal code, city name, telephone number, or email), Sym Biologic System cannot be held responsible for the impossibility it might find to deliver the order.

Complaints

The Client has a period of one month from the day of receipt of their order to make a complaint to the Customer Service.