Thank you very much for visiting us! We are Probiostore.com, a subsidiary of Laboratorio Biosamer Chile. This document aims to inform you of the conditions of the service offered by our online store: PROBIOSTORE.COM, hereinafter referred to as “THE PAGE,” “BIOSAMER LABORATORIES,” “LABORATORY,” or “BIOSAMER,” interchangeably. By purchasing on the page, you declare that you know and accept these Terms and Conditions.

Important: The official communication channel will be our email [email protected].

The page is a marketplace that offers the public consumer or specific-use products, but not limited to those already published. The offer of products may change without prior notice, as well as their prices, stock, and availability. The page is not obliged to maintain a constant stock of any specific product even if it has been previously published. The page reserves the right to update the information published on this page, as well as to update or revise these Terms and Conditions at its discretion without the need to explicitly inform each change.

General Conditions

1. A) The products offered on The Page are new and guaranteed. By guarantee, it is understood that the customer will receive a product identical to the photos published, in new, sealed, and unused condition. The only valid way to purchase is directly online through The Page, including when the order is placed via direct message on Facebook, Instagram, WhatsApp, or in-person purchase, in which case a sales representative will manually enter the order with the customer’s data on the page. Regardless of the purchase method, the customer must request the confirmation email from our official email. The page is synchronized with Stripe as a payment gateway, the customer’s banking information is protected by SSL protocol, guaranteeing the confidentiality of the provided data at all times. The customers’ banking information does not pass through the page’s servers at any time, with Stripe being the entity responsible for the transaction. Payment errors must be mediated directly with Stripe or the Issuing Bank, as applicable, and the page has no responsibility in this matter.
2. B) The page reserves the right to cancel and refund any order at any time to any user without cause. This could occur due to stock issues, system synchronization, errors in publication of characteristics or prices, and/or when The Page determines that its interests have been affected due to, but not limited to, an erroneous or improper action voluntarily or involuntarily performed by the purchase system or the user whose order is being canceled.
3. C) The Page has various customer service channels, including Social Media Communities under the names @probioticos_biosamer on Instagram and Probióticos Chile on Facebook. Both platforms are the official and only ones with which The Page works.
4. D) The Social Media Communities belonging to the page will be governed by the code of conduct stipulated in this document, based on Common Sense, Ethics, Morality, and Good Manners. Comments or messages that offend the community, are categorized as aggressive, incite hatred, belittle members of the community or products of the page or team members, will be indefinitely expelled and blocked, as provided by Facebook and Instagram’s Privacy Policies. The page reserves the right not to admit a member displaying hostile behavior towards the Community.
5. E) If a person is blocked or expelled from The Page’s own Communities, this will not in any way prevent them from continuing to purchase through this digital channel and will not be understood as a discriminatory action. The Page’s online communities are independent of commercial operations.

Delivery Methods

Successful purchases made on the page will be delivered only under the published conditions: Free local/warehouse pickup, Standard home delivery, and Express home delivery. Notwithstanding the above, the page administration may suspend any delivery methods at any time, leaving only the correctly operational ones available to the public according to The Page’s process or its logistic partners.

Local/warehouse pickup will be free, and the customer understands and accepts that they must pick up the product in person. The customer must wait for the administration’s contact to confirm the product pickup. Confirmation is typically within 24 hours of purchase.

Home delivery will by handled by Shipbob, our logistics operator, however, the page reserves the right to use other available distribution channels or couriers in the market. Once the purchase is confirmed, the processing time for the shipment is between 24 to 48 working hours. Tracking information will be available on the page within this period. If not available due to operational reasons or exceptions in our system, you must contact the page via email and request it. The declared shipping time considers that the logistics operator has already received the product and is calculated according to their information, releasing The Page from any responsibility for shipping delays once the operator has custody of the order. Problems with shipments should be managed directly with the operator.

The page is not responsible for incorrect, missing, or incomplete information related to the Customer. Orders will be dispatched only to the address entered in the order. If the customer makes an error in the information, they must send an email within 24 hours at most to request the change of shipping data. The only contact method will be the official email informed at the beginning of this document. If no data correction is received and the order is sent to an incorrect address or recipient, the customer will be responsible for the product’s loss and it will be considered as dispatched and delivered. The page will not refund the lost product in any case. If such a loss occurs with a transportation company, the latter will be responsible for managing the returns or insurance claims to the affected customer, releasing The Page from responsibility.

Delivery Conditions

The Page’s operation involves selling tangible items, and the delivery service is handled by third parties. When making a purchase with delivery, the customer understands that they are paying the value of the items plus an additional value for the delivery service, i.e., they are aware that the delivery service conditions, including its guarantees, will be those applicable by the transport company, which will be confirmed to the customer once the tracking information is sent. If the customer is not at the address at the time of delivery and no one is available to receive it, including concierges refusing to accept parcels, regardless of the selected delivery method, the product will be returned to the page’s premises, and it will be the customer’s responsibility to manage a new shipment, assuming its cost or the recovery of the package from the courier or the page’s premises, as applicable.

Delivery Abnormalities 

CASE 1: PRODUCT SENT AND LOST BY THE TRANSPORT COMPANY (NOT RECEIVED BY THE CUSTOMER)
A maximum period of 20 business days from the product’s shipment will be allocated for it to reach the customer’s premises. If it does not arrive within this period, the shipment will be presumed lost, and the customer must file a claim with the transport company and send the claim number to the page’s official email. Only then will the page send a new order or proceed with a refund. If the customer wants a refund, they must also file a claim with the transport company.
IMPORTANT: NO NEW SHIPMENTS OR REFUNDS WILL BE MADE WHILE THE SHIPMENT IS STILL IN TRANSIT. THE TRANSPORT COMPANY’S VERDICT DECLARING THE SHIPMENT’S LOSS MUST BE OBTAINED BEFORE PROCEEDING WITH A NEW SHIPMENT OR REFUND.

CASE 2: PRODUCT SENT AND CUSTOMER DOES NOT RECEIVE/IS NOT AVAILABLE/REJECTS THE DELIVERY OR THE ADDRESS PROVIDED BY THE CUSTOMER CANNOT BE FOUND.
The Page only considers ONE shipment per order. If it is returned to the page’s warehouse due to customer responsibility or negligence at any point in the process, the new shipment will be at the customer’s cost. 

CASE 3: PRODUCT SENT AND CUSTOMER DOES NOT RECEIVE, BUT THE TRANSPORT COMPANY INDICATES THAT THE DELIVERY WAS SUCCESSFUL.
A corresponding claim will be initiated with the transport company, and the claim resolution must be awaited. If the courier indicates that the package was delivered to the correct person at the correct place, the customer must demonstrate that they have not received the order. Otherwise, it will be considered delivered correctly. In any case, the transport company will be responsible for clarifying the incident with the customer. The page will not be responsible for the logistics operation of a third party, and compensations to the customer must come from the transport company’s committed insurance, if applicable.

Changes and Refunds

All products on the page are guaranteed, considering that if the customer receives a defective product, it will be exchanged or refunded. However, it is stipulated in this clause that the page does NOT adhere to the consumer law’s right of withdrawal. The Legal Warranty must be requested through the form enabled on our page, section Warranty. Changes or refunds do not include the delivery service value in any case.

IMPORTANT: All refunds and/or credit notes must be made via email and will have a response time up to 25 business days from the receipt of the request and all products for return.

All products on the page have real photos taken by the page’s administration, so the customer is responsible for requesting all necessary information before purchasing.

The warranty request will only be effective if the product has no signs of tampering and is received in the same condition as delivered. Any warranty is void if the product has been tampered with by the customer. The customer will be responsible for the shipping cost to return the product to the page’s warehouse. If the defect is confirmed, a new product will be shipped at no cost to the customer. However, if no defect is found, the customer must cover the return shipping cost.

Modifications to the Terms and Conditions
The Page reserves the right to modify these Terms and Conditions at any time. Any changes will be effective immediately upon posting on the page. It is the customer’s responsibility to review these Terms and Conditions periodically to stay informed of any changes. By continuing to use the page after any modifications, the customer agrees to be bound by the revised Terms and Conditions.

Contact Information
For any questions or concerns regarding these Terms and Conditions, customers can contact us at [email protected].