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Order
I would like to order BIONOPS products
1) By phone: from France 0800 005 068 or from abroad +33 800 005 068 between 9am and 6pm Monday to Friday.
Toll-free numbers for calls from :
- Switzerland: +41 0225675550
- Luxembourg: +352 027300150
- Belgium: +32 026208280
2) By email: to contact@bionops.eu. Don't hesitate to ask for a call back.
3) By website: www.bionops.eu. You can choose your products using the "Search" field, add them to the basket, create your customer account (if you have never ordered on our site) or log in (if you have already ordered on our site), then pay for your purchases.
4) By post: send us the list of products you would like to receive, together with a cheque for payment to :
BIONOPS PH, Le Fairway Bat C, 980 Avenue Roumanille - 06410 BIOT.
To limit the risk of error, we advise you to call our Customer Service department on 0800 005 068 beforehand.
I wish to follow the status of my order
1) If you have ordered by telephone, e-mail or post: you can track the status of your order by contacting us :
- by telephone on 0800 005 068 (Freephone numbers for calls from
Switzerland: +41 0225675550,
Luxembourg: +352 027300150,
Belgium: +32 026208280),
- by email to contact@bionops.eu
- or by post to BIONOPS PH - Le Fairway Bat C, 980 Avenue Roumanille - 06410 BIOT.
2) If you ordered via the website: you will receive an email confirming that your order has been processed. You will then receive an email indicating the shipping date of your order and its tracking number. A link to the carrier's website will enable you to find out where your parcel is.
In addition, the status of all your orders and their tracking numbers appear in your customer account in the "My orders" section. To access your customer account, click on the My Account button in the top right-hand corner of the site and log in.
Why do I need to specify a prescriber name or order number when ordering?
Most of our products are recommended by healthcare professionals.
Knowing the origin of your order enables us to ensure that you have received personalized advice.
This information also enables us to optimize product traceability and update the data available to practitioners.
This information is used for internal purposes only and is never passed on to third parties, in accordance with current data protection regulations.
I wish to modify/cancel my order
It is only possible to cancel or modify an order if the products have not yet been dispatched.
Cancellation can be made directly by email or by telephone if followed by email confirmation.
I wish to return or exchange a product ... and be reimbursed for its value
Avant tout renvoi, vous devez impérativement appeler notre Service client (appel gratuit) :
- Depuis la France : 0800 005 068
- Depuis la Suisse : +41 0225675550
- Depuis le Luxembourg : +352 027300150
- Depuis la Belgique : +32 026208280
Extrait de nos Conditions Générales de Vente : Conformément à l'article L.121-21 du code de la consommation, le consommateur dispose d'un délai de 14 jours ouvrables à compter de la livraison de sa commande, pour retourner tout article ne lui convenant pas et demander l'échange ou le remboursement sans pénalité, à l'exception des frais de retour.
Les produits devront être retournés à l'adresse suivante :
Pour la Suisse : BIONOPS SA 22 rue Général DUFOUR 1204 GENEVE (Suisse)
Pour la France : BIONOPS PH - Le Fairway Bat C, 980 Avenue Roumanille - 06410 BIOT.
Le présent droit de retour ne pourra être accepté que pour les produits complets, dans leur état d'origine (emballage, accessoires, notice...) avec une copie de la facture d'achat. Les articles retournés incomplet, abîmés, endommagés ou salis par le client ne seront pas repris, ni échangés. BIONOPS s'engage à rembourser dans un délai inférieur ou égal à 30 jours après réception des produits. Le mode de remboursement sera fait par chèque à l'ordre de la personne qui a validé la commande. Aucun envoi en contre remboursement ne sera accepté quel qu'en soit le motif. Si le Client demande un échange pour convenance personnelle, les frais de port restent à sa charge. Si les produits livrés ne sont pas conformes en nature et en qualité aux spécifications indiquées dans le bon de livraison, le Client doit, sous peine de déchéance, formuler ses réclamations dans les sept jours après la livraison. Passé le délai légal de rétractation aucune reprise même partielle et aucun remboursement ne sera effectué. En effet, dans le cadre de la sécurité alimentaire et du contrôle qualité, les procédures BIONOPS nous empêchent toutes réexpéditions de produits ayant déjà fait l’objet d’une livraison antérieure.
The product I received is not what I ordered. What should I do?
Contact our Customer Service by phone on 0800 005 068 or request a call back by email.
On receipt of your request, we'll let you know how to proceed.
The product I received is broken or damaged. What should I do?
If you notice that your parcel is damaged on delivery, you may refuse it, indicating the reason for refusal explicitly on the delivery note (e.g.: "parcel damaged at x angle", "hole or tear of x centimetres", etc.). You must notify us of your refusal within 3 days. The carrier will return the package to us at its own expense, and another shipment will be sent to you by our Customer Service department.
If you find that your product is damaged or broken when you open the parcel, please take photos and send them by e-mail to contact@bionops.eu.
Don't forget to include the order number.
My Account
I would like to create a customer account
Simply click on the "My account" button in the top right-hand corner of the site, then click on the "Create an account" button.
Enter your delivery and billing details (if different), as well as the name of the healthcare professional who recommended our products to you, and click on "Create an account".
Your customer account enables you to track your orders, modify your contact details, change your password, retrieve your previous orders and access your saved shopping baskets. As soon as your account has been created, you will receive an e-mail with your login details.
I've lost my customer account password
Click on "My account" then "Forgot password". Enter the email address you used to create your account and you will receive an email containing a link to reset your password.
You can change your password at any time in "My account".
Pro Space
This access is reserved for healthcare professionals.
Payment
How can I pay for my order?
1 - By credit card:
BIONOPS accepts the following credit cards for payment: Carte bleue / Master Card / Visa
IMPORTANT: BIONOPS does not store your credit card information at any time and has no access to this information.
Once the transaction has been completed and validated, you will receive an email with the payment summary.
BIONOPS offers you a high level of transaction security. Our partner BNP Paribas has adopted the SSL encryption process to protect all data relating to personal information and means of payment.
2 - By bank transfer :
You can make a European SEPA payment to our account, quoting your order number. You will receive our bank details by e-mail. Upon receipt of your bank transfer, you will receive an email confirming its receipt and your order will be dispatched the same day.
3 - By check :
You can pay by check if you have an account in France only. To do so, simply send us your payment with a copy of your order confirmation to the following address:
BIONOPS PH
Le Fairway Bat C,
980 Avenue Roumanille
06410 BIOT
Please make your cheque payable to : BIONOPS
As soon as we receive your payment, your order will be dispatched the same day, and you will receive an automatic confirmation email.
Shipping
What are the shipping methods and times?
All orders placed before 2.00 pm on a working day, i.e. Monday to Friday, will be dispatched the same day.
Orders placed after 14:00 will be dispatched on the next working day.
If you have provided us with a valid email address when placing your order, you will receive a shipment confirmation with your order reference number and a link to the tracking site with your tracking number.
We set delivery times in good faith, as an indication, and as accurately as possible, bearing in mind that parcel delivery times depend solely on the Colissimo services or the carrier. These times do not include public holidays and weekends. We cannot be held responsible for delays due to strikes or other disruptions.
Metropolitan France: J+2
When you place your order, you can choose between different delivery methods:
- Colissimo Domicile - without signature: Your parcel is delivered within 48 hours, without a signature in your letterbox.
- Colissimo A la Poste: Your parcel is delivered to a post office within 48 hours. There are 10,000 collection points in France.
- Colissimo Relais Pick Up or PickUp Station :
Pick up station: Your parcel is delivered to the Pick up station chosen when you placed your order (near your home, your workplace or your daily commute: SNCF stations, etc.).
Pick up relay: Your parcel is delivered to a retailer (independent Pick up-affiliated shops: tobacconists, newsagents, florists, general food stores, service stations... located at the main daily transit points) within 48 hours. Upon delivery: Parcels are scanned as soon as they arrive at the Pickup relay. Recipients are then notified by email and/or SMS. They have 8 to 14 working days to collect their parcel. Pick-up: The recipient must bring his or her identity card. Another person of their choice may also collect the parcel. This person must present his or her own identity card and that of the recipient. If the parcel is for a company, a Kbis extract is also required. The parcel is delivered against a signature on the PDA.
Colissimo Overseas :
D+5 to D+7: Guadeloupe, Saint-Barthélémy, Saint-Martin, Martinique, Réunion, Guyane.
D+7 to D+10: New Caledonia and its dependencies, French Polynesia, Wallis and Futuna, French Southern and Antarctic Territories, Mayotte, Saint-Pierre-et-Miquelon.
Colissimo Europe: J+3 to J+5
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Finland, Germany, Greece, Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Baltic States (Estonia, Latvia, Lithuania), Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Sweden, Switzerland, United Kingdom.
To facilitate delivery, our carriers must have as complete an address as possible (building number, access codes, stairwell, floor, apartment number, etc.).
For deliveries outside France, a local telephone number must be provided.
In the event of return of a parcel due to an address that the carrier considers incorrect and/or incomplete, a handling fee of €8 will be charged.
What are the delivery fees?
We have chosen to charge a flat rate for shipping. Actual transport costs are higher than the invoiced delivery costs.
- - For metropolitan France, French overseas departments and territories, Switzerland, Belgium and Luxembourg, postage and packaging are free of charge for purchases of €40 or more, including VAT. Under €40, shipping costs are €5.
- - For Italy, Spain, Germany and Great Britain, postage and packing are free for orders over €100. For orders under €100, shipping costs are €6.5.
- - For all other countries (Europe and outside Europe), postage and packing are free of charge for orders over €100 including VAT. Under €100, shipping costs are €9.
What to do if delivery is late?
If your package has not arrived within the expected delivery time, please contact us by email at contact@bionops.eu, or by telephone on 0800 005 068. BIONOPS will provide you with the tracking number of your parcel.
If you have not informed us of the delay in delivery of your parcel within 10 days, BIONOPS cannot be held responsible for the delay in making a claim with the carrier.
If you have not collected your parcel within the time limit (these time limits differ according to the delivery method chosen and are communicated to you when you select your delivery method), the parcel will be returned to BIONOPS who will then contact you for a possible reshipment. A handling and forwarding fee of €8 will be charged.
Please note: In the event of recurrent thefts from mailboxes in your home, you are required to notify us and to choose a secure delivery method, such as delivery to a Pick Up Relay or to the Post Office.
BIONOPS cannot be held responsible for the loss or theft of the parcel.
Products
How can I find out the product dosage?
The dosage of each product is indicated on the product's internet page, in accordance with current regulations, and on the packaging.
Your healthcare professional will also be able to adapt the dosage to your particular case.
Are there any contraindications to taking some of your products?
Dietary supplements are not medicines, but they do contain active ingredients. Contra-indications are indicated on the internet page and on the packaging of each product, in accordance with current regulations.
Can you advise me on products for a specific disease?
We are not a substitute for medical advice. Please seek the advice of a healthcare professional.
I can't find the product my therapist recommended on the site?
To find our products on the website, enter the product name in the "Search" field on our home page.
It is possible that the product you have been advised about has had its name changed due to a change in the quantity or quality of its formula. If this is the case, please contact us on 0800 005 068 or by e-mail at contact@bionops.eu.
How do I store my products?
We advise you to keep them in a clean, dry, temperate place (between 5 and 25°C).
I have trouble swallowing the tablets and capsules. What should I do?
It's easiest to swallow the tablet or capsule with a mouthful of food. If this technique doesn't work, you should know that all our capsules, with the exception of gastro-resistant capsules (whose contents must only be released at intestinal level), can be opened and mixed with food, such as compote, without risk or loss of efficacy. Tablets can be cut into several pieces or crushed without risk or loss of efficacy if consumed immediately after opening.
Ingredients
What are dietary supplements?
A dietary supplement is a foodstuff whose purpose is to provide an additional nutrient or substance with a nutritional effect.
What do RDA and NRV mean?
RDA: Recommended Daily Allowance.
NRV: Nutrient Reference Values.
RDA and NRV cover the same concept.
They are benchmark values used as a reference for the labeling of food products, to provide an indication of the daily micronutrient intake (vitamins and minerals) required by the average adult.
These values are listed in a European Parliament Directive which is regularly updated.
I'm allergic to gluten, lactose, .... What should I do?
The presence of the main known allergens is indicated on each product's label and packaging.
If the allergen you are concerned about is not indicated and you have any doubts, please do not hesitate to contact us on 0800 005 068 and/or consult a health professional.
How do I know if the ingredients are organic?
Whenever possible, we give priority to organic ingredients. Whenever this is the case, we indicate it on the product's internet page and on its packaging.
What excipients are used?
Wherever possible, we use natural excipients. We systematically indicate the nature of the excipients on the product's internet data sheet and on its packaging.
Are the products suitable for vegetarians?
Products suitable for vegetarian diets are indicated on the product sheet by the following pictogram:
or
If you have any doubts, don't hesitate to contact us on 0800 005 068 (Freephone numbers for calls from Switzerland: +41 0225675550, Luxembourg: +352 027300150, Belgium: +32 026208280).
Miscellaneous
How do I report a bug on the site?
In the event of a bug or malfunction on the BIONOPS site, please contact us on 0800 005 068 (Freephone numbers for calls from Switzerland: +41 0225675550, Luxembourg: +352 027300150, Belgium: +32 026208280) or by email at contact@bionops.eu.
If I agree to receive email newsletters, what will I receive and how often?
You will receive a maximum of 6 newsletters per year. These newsletters inform you of new product launches and offers. Your contact details are not sold under any circumstances and are protected, in compliance with the General Data Protection Regulation (RGPD) in force.