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Return & Refund Policy

Return & Refund Policy

Last updated: 20 April 2026

This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through hemoril.net, operated by BioNova Health Labs SRL. We aim to make the process transparent and fair for our customers while maintaining high standards of product safety and hygiene.

1. General Principles

Hemoril is a topical cosmetic product designed for local application to support comfort in the anal area. Because it is applied to sensitive skin and intimate areas, strict hygiene rules apply. For health protection and safety reasons, we generally cannot accept returns of opened or used products unless they are defective or were damaged in transit.

By placing an order on hemoril.net, you agree to this Return & Refund Policy in addition to our Terms and Conditions.

2. Right to Cancel (Cooling-Off Period)

If you are a consumer located in a country that provides a statutory right of withdrawal for distance contracts, you may have the right to cancel your order within a specific period (for example, 14 days in many EU countries) from the day you receive the products, without giving any reason.

2.1 Conditions for exercising the right to cancel

  • The product must be unopened, unused, and in its original, sealed packaging.
  • The product must be in the same condition in which you received it, including any accessories, leaflets, and gifts.
  • You must clearly inform us of your decision to cancel within the applicable legal time limit.

Please note that, for hygiene and health protection reasons, products that have been unsealed after delivery may not be eligible for cancellation or return under the cooling-off rules, unless they are defective.

3. How to Request a Return

3.1 Step-by-step process

  1. Contact us
    Send an email to support@hemoril.net with your order number, full name, and a short description of the reason for your return request. If the product is damaged or defective, please include clear photos of the packaging and product.
  2. Wait for confirmation
    Our customer support team will review your request and inform you whether your return is eligible, and if so, provide instructions and, where applicable, the return address.
  3. Pack the product securely
    Use the original packaging if possible and make sure the product is protected during transport. Include a copy of your order confirmation or invoice in the parcel.
  4. Ship the product
    Unless otherwise stated by our team, you are responsible for arranging and paying for the return shipment. We recommend using a trackable shipping service, as we cannot be responsible for lost return parcels.

4. Return Shipping Costs

  • Change of mind / cancellation within cooling-off period: you are usually responsible for the cost of returning the product to us, unless we have specifically stated otherwise.
  • Damaged, defective, or wrong item: if we confirm that the product was delivered damaged, defective, or not as ordered, we will either provide a prepaid return label or reimburse your reasonable return shipping costs, as agreed with our support team.

5. Inspection and Eligibility

Once we receive your returned product, we will examine it and determine if it meets the conditions for a refund or replacement:

  • We will check whether the product is unopened (if required), unused, and in resellable condition.
  • For claims of damage or defects, we will inspect the product and may also review the photos and information you provided.

If the product does not meet the conditions for return (for example, it is used or not in its original packaging without valid reason), we may decline the refund or offer a partial refund at our discretion. In such cases, you may be responsible for the cost of shipping the product back to you.

6. Refunds

6.1 What we refund

If your return is approved, we will process a refund for the price you paid for the product. Shipping costs are handled as follows:

  • Valid cancellation or change of mind: we will refund the product price. Initial shipping charges may not be refundable, depending on local law and the shipping option you selected.
  • Damaged, defective, or wrong item: we will refund the product price and, where required, the original shipping costs. Return shipping costs may also be reimbursed, as agreed with our support team.

6.2 How refunds are issued

Refunds will be made using the same payment method you used for the original order, unless we agree otherwise. Once we approve your refund, we will initiate the process within a reasonable period of time. Please note that your bank or payment provider may require additional time to post the refund to your account.

7. Exchanges and Replacements

We may offer an exchange or replacement in the following cases:

  • the product arrived damaged or leaking;
  • the product is clearly defective or not usable as intended;
  • you received a different item than the one you ordered.

If a replacement product is not available, we will offer a refund instead. Please contact us at support@hemoril.net to discuss the most suitable option for your situation.

8. Products Not Eligible for Return

For hygiene, safety, and legal reasons, we generally cannot accept returns for:

  • products that have been opened or unsealed after delivery, unless they are defective or damaged;
  • products returned after the applicable return or cooling-off period has expired, except where required by law;
  • products not purchased directly through hemoril.net (for example, items bought from other websites or physical stores).

9. Quality and Expectations

Hemoril is designed as a supportive, locally applied gel aimed at providing comfort for people who experience discomfort associated with haemorrhoids. Individual experiences may vary and depend on many personal factors. Our return policy does not cover situations where the product did not meet subjective expectations (such as personal preference for texture, scent, or perceived effect), provided the product is not defective and has been supplied as described on our Website.

10. Incorrect Address and Unclaimed Parcels

Please ensure that your shipping address and contact details are accurate when placing an order. If a parcel is returned to us due to:

  • an incorrect or incomplete address;
  • failure to collect or accept the parcel within the courier's holding time;

we may, at our discretion, either:

  • resend the parcel (additional shipping costs may apply); or
  • issue a refund for the product price, minus shipping costs and any return fees charged by the carrier, if the product is still in suitable condition.

11. How to Contact Us

If you have questions about this Return & Refund Policy or need help with a specific order, please reach out to us:

BioNova Health Labs SRL
Website: https://hemoril.net
Email: support@hemoril.net

Our customer support team will do its best to assist you in a clear, respectful, and timely manner.