Terms and Conditions

Status: May 26, 2025

These General Terms and Conditions apply exclusively to online orders in our webshop at www.biogena-pets.com and thus to the business relationship between the customer (the "Purchaser") and Biogena GmbH & Co KG, Strubergasse 24, 5020 Salzburg, hereinafter referred to as "BIOGENA". Deviating, conflicting, or supplementary general terms and conditions will not be part of the contract, even if known, unless their applicability has been expressly agreed upon in writing. These terms and conditions apply as a framework agreement for all further legal transactions between the contracting parties.
Customers are both consumers as defined by the Consumer Protection Act (KSchG) and entrepreneurs. Entrepreneurs are natural or legal persons or legally capable partnerships for whom the relevant contract is part of the operation of their business. Companies are all long-term organizations engaged in independent economic activity, even if they are not aimed at profit.
For any questions or complaints, please contact: Biogena GmbH & Co KG, Strubergasse 24, 5020 Salzburg, Info Line: +43 662 23 11 11, Info Line DE: +49 8654 774 00-0, Fax: +43 662 23 11 11-5590, Email: [email protected]
You also have the option to submit complaints to the EU Online Dispute Resolution Platform: https://ec.europa.eu/odr
Our webshop is operated by the company listed in the Imprint. Key features of the goods and services offered: Trading business; production and sale of food supplements, food and indulgence products (particularly dietary supplements); information about offered products and promotion of their sale.

Our offers are non-binding and subject to change. Technical and other changes remain within reasonable limits.
Your order on www.biogena-pets.com constitutes an offer to BIOGENA to conclude a purchase contract. The order is made by clicking the "Buy" button and ticking the box "Accept the general terms and conditions (T&C)". BIOGENA stores the contract text and sends you an order confirmation via email. You can always view and modify your orders and personal data by logging in.
Only upon BIOGENA's acceptance of the offer does the purchase contract come into effect and a claim for delivery of the goods arise. The automatically sent order confirmation from BIOGENA does not yet constitute acceptance of your offer. The offer is accepted by sending the shipping confirmation to the email address you provided. The invoice will be in euros (EUR) or, for customers from Switzerland, in Swiss francs (CHF).
The sale is only in household quantities and only to adults, meaning persons who have reached the age of 18. You confirm that your age information is correct.
You must not pass on your password to third parties. In the event of disclosure, you are also responsible for any orders placed by the third party. For any orders using your password and resulting claims, you are liable.
The online shop, the contract content, all other information, customer service, data information, and complaint handling are offered exclusively in German.

For consumer transactions, the prices we state are, unless expressly stated otherwise, inclusive of the statutory VAT. The total sum in the shopping cart includes both the gross product price and the gross shipping costs. For transactions with entrepreneurs, all prices, unless expressly stated otherwise, are exclusive of VAT.

Basically, payment can be made via credit card, PayPal, Sofort (Klarna), payment on invoice, Apple Pay, or Google Pay. The invoice will be sent with the package. Payments are considered made only when they are received into our business account. The goods remain the property of BIOGENA until full payment is made.
In the event of late payment by the customer, we are entitled to charge default interest at the statutory rate and to claim the necessary and appropriate reminder and collection costs (in the case of entrepreneurs at least EUR 40). Our company is entitled, in the case of the customer's default, to demand interest on overdue amounts from the day the goods are delivered. In case of late payment, BIOGENA is entitled to withdraw from the contract by setting a grace period. For other withdrawal options, reference is made to the statutory provisions.

You may withdraw from the contract within 30 days without providing a reason, provided the product has not been used for more than half. The period begins on the day of delivery. To meet the deadline, it is sufficient if the withdrawal declaration is sent within this period.
To exercise your right of withdrawal and inform us of your decision, please fill out the withdrawal form and send it to us by email at [email protected].
The sample withdrawal declaration can be found under point 12: Sample withdrawal form.

In the case of an effective withdrawal, we will refund the payments you made (excluding return shipping costs) within fourteen days from the day we receive the withdrawal declaration. We may refuse the refund until we receive the goods back or you provide proof of return, whichever comes first. For this refund, we will use the same payment method you used for the original transaction unless otherwise agreed.
The statutory right of withdrawal according to the provisions of the FAGG (see sections 12 and 13) remains unaffected.

The gross shipping costs are included in the total amount displayed in the shopping cart and are calculated as follows:

If the customer does not accept the goods as agreed (delay in acceptance), they are still obligated to pay, and the risk of the price transfers to them. BIOGENA is also entitled to claim compensation for the costs incurred due to the delay in acceptance.
The standard delivery time is 3-5 business days (Monday to Friday, excluding holidays). Generally, we only deliver to customers residing within the EU.

Hat der Kunde die Ware nicht wie vereinbart übernommen (Annahmeverzug), so ist er dennoch zur Zahlung verpflichtet und die Preisgefahr geht auf ihn über. BIOGENA hat in diesem Fall überdies Anspruch auf Ersatz des ihr durch den Annahmeverzug entstandenen Aufwandes.

Die Standard-Lieferfrist beträgt 3-5 Werktage (=Montag bis Freitag, ausgenommen Feiertage). Generell beliefern wir nur Kunden mit Wohnsitz innerhalb der EU.

Changes to the agreed performance or deviations are reasonable for the customer if they are minor and justified. This especially applies to deviations caused by the product (e.g., in size, color, structure, etc.).

Claims for damages due to breach of obligations arising from the contractual relationship are to be made in accordance with the statutory provisions. Claims for damages must be asserted within 3 years of knowledge of the damage and the injurer. The same applies to claims under the Product Liability Act. All instructions on packaging and inserts must be followed. We do not accept liability for any deviations in usage or handling.
If the customer is an entrepreneur, we are not liable for slight negligence or for lost profits, except in cases of personal injury.
The customer has statutory warranty rights under sections 923 ff ABGB. The period is 24 months for consumers and 12 months for entrepreneurs from receipt of the goods, and for services from completion of the service. If a replacement or improvement is not feasible, the customer is entitled to a price reduction or, if the defect is not minor, to contract cancellation (rescission). Warranty rights do not apply to minor performance changes according to point VII.

In case of resale of the goods, the customer assigns their claims against third parties to us until our claims have been fully paid. The customer must name their buyers upon request and inform them of the assignment.

The customer may only withhold payment for defects that have been explicitly acknowledged by us or legally established, and only up to the value of a reasonable part of the gross invoice amount.

Cancellation policy

Consumers may withdraw from the contract within a period of 14 days without giving reasons. The period begins on the day of receipt of the goods by the consumer or a third party named by him, who is not a freight forwarder. If the consumer has ordered several goods within the framework of a uniform order and the goods are delivered separately, the period begins with the receipt of the last goods. For orders with regular deliveries of goods over a fixed period of time (subscription), the period begins on the day on which the consumer or a third party named by the consumer who is not acting as a carrier has taken possession of the first goods. For the timeliness of the withdrawal, it is sufficient if the declaration of withdrawal is sent within this period.

In order to exercise your right of cancellation, you must inform us of your decision to cancel this contract. 

The declaration of withdrawal/revocation must be addressed to: Biogena GmbH & Co KG, Strubergasse 24, 5020 Salzburg, Infoline: Infoline DE:
Fax: +43 662 23 11 11-5590 or by email to [email protected]. The withdrawal can be made in any form (e.g. letter, telephone, fax or email). You can also use the sample cancellation form.

In the event of an effective revocation, we will reimburse you the payments that you have made (excluding the return costs) within fourteen days from the day on which we received the notification of your revocation of this contract. We may refuse to refund you until we have received (and checked) the goods again or until you have provided proof that you have returned the goods, whichever is the earlier date for you. For this repayment, we will use the same means of payment that you used in the original transaction, unless otherwise expressly agreed with you. We will not charge you any fees for the repayment under any circumstances. You only have to pay for any loss of value of the goods if this loss of value is due to the handling of the goods that is not necessary for checking the condition, characteristics and functionality of the goods.

You must return the goods to BIOGENA Logistikzentrum Natternbach, z.H. Retourenabteilung, Badstraße 8, AT-4723 Natternbach immediately and in any case within fourteen days at the latest from the day on which you informed us of the cancellation. The deadline is met if you dispatch the goods before the period of fourteen days has expired.

There is no right of cancellation for the delivery of quickly perishable goods, sealed goods that are not suitable for return for reasons of health protection or hygiene as soon as the seal has been removed (e.g. cosmetics, opened preparations), goods, if these are not available after delivery due to their condition of being inseparably mixed with other goods,

Goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer, alcoholic beverages, the price of which was agreed upon at the time of the conclusion of the contract, but which can be delivered no earlier than 30 days after conclusion of the contract and the current value of which depends on fluctuations on the market, over which the contractor has no influence,

Audio or video recordings or computer software in a sealed package, if the seal has been removed after delivery, for the delivery of newspapers, journals or magazines, with the exception of subscription contracts.

To withdraw from the contract, you can fill out and return this form.
To: Biogena GmbH & Co KG, Strubergasse 24, 5020 Salzburg, Email: [email protected]
I hereby withdraw from the contract I concluded regarding the purchase of the following goods/services:
-Ordered on/received on:
-Consumer's name:
-Consumer's address:
-Consumer's signature (only if notified on paper):
-Date:
(*) Delete as applicable.

Austrian law applies. The application of the UN Sales Convention is expressly excluded. The contract language is German. Consumers in the scope of the KSchG and EuGVVO (residence of the defendant in an EU member state) or the Lugano Convention (residence of the defendant in CH, NO, IS) may file a lawsuit at their residence or usual place of residence. For business transactions with entrepreneurs, the international jurisdiction of the Austrian courts and the local jurisdiction of the courts in the city of Salzburg is agreed.

The customer grants his consent that the personal data contained in the purchase contract will also be stored and processed by us in an automated manner in order to fulfil this contract. The customer is obligated to notify us of any changes to his residential or business address for as long as the contractual legal transaction is not fully fulfilled by both parties. If the notification is omitted, declarations are also deemed to have been received if they are sent to the last published address. All logos, samples, catalogues, brochures, illustrations and the like shall always remain our intellectual property; the customer shall not receive any rights of use or exploitation of any kind in the absence of a separate agreement.

You can read more information about the handling of your personal data in our Data Privacy Policy.

Terms and Conditions for Participation in Competitions of Biogena GmbH & Co KG

These terms and conditions govern participation in competitions organized by Biogena GmbH & Co KG.

By participating in a BIOGENA competition, participants accept these terms and conditions.

Eligible to participate are natural persons who have their primary residence within the European Economic Area and are at least 18 years old at the start of the competition.

A cash alternative for the prizes is not possible.

Employees of BIOGENA, its affiliated companies, and cooperation partners, as well as their relatives, are excluded from participation.

The deadline for participation in each competition will be communicated through the respective medium (e.g., social media post, newsletter, poster).

BIOGENA reserves the right to exclude participants who use unauthorized aids or otherwise gain advantages through manipulation. In such cases, prizes may be revoked and reclaimed even after being awarded.

The competition may only be used for private purposes. Neither the competition itself nor any content transmitted or created in connection with it (in whole or in part) may be used commercially by participants or third parties. Participants may not offer access to the competition, its content, or related websites to third parties for payment or in the context of sponsored services. They may also not distribute or make available the content for commercial use. Any programming associated with the competition must not be altered, modified, decompiled (including reverse engineering), stored, or reproduced.

The announcement of winners is made without guarantee. Cash payment, exchange for other items, or transfer of the prize to other persons is not possible. Winners may choose to forfeit their prize.

Digital prizes will be delivered via email, and physical prizes will be sent by post upon receipt of the winner’s address.

If a participant does not confirm acceptance of the prize in writing within two weeks of receiving the notification (to [email protected]), the prize will be forfeited. In this case, a new winner will be selected.

If the contact details provided (postal address or email address) are incorrect or invalid, BIOGENA is not obliged to determine the correct details. Any disadvantages resulting from incorrect contact information are the responsibility of the participant.

BIOGENA reserves the right to modify or supplement these terms and conditions at any time without stating reasons, particularly to ensure a smooth and secure process and to prevent misuse or for other necessary reasons.