Important Information

This information page is meant as a guide to explain the usage of our shop.

Ordering

New Customers

If you are new to our website you can open an account when you arrive by clicking on 'Register' and entering your details. Or you can wait to do this until after you have added all the items you require to your basket. The shopping process will request the information needed to do this. Fill out the required data to make yourself a customer of the shop.

Signing In

You have to sign in before you can place an order. If you are not already a customer of the shop, please see the 'New Customers' section above. Signing in is done by entering your registered email address and your password. You can browse the shop without signing in.

Placing An Order

To place an order you must first find items and add these to your basket. Please see more in the sections ‘Finding Items’ and ‘Adding Items to Your Basket’. Go to the basket and click ‘Check Out’ and proceed to the next step.

Finding Items

To find the item that you are looking for, you can either browse the different catalogue sections on the left hand side after clicking ‘Buy Online’, including A-Z of Products, or you can use the search box at the top of the screen.

Adding Items to Your Basket

You can add items to your basket by browsing the catalogue for items which you are interested in. Click 'Buy' when you have found the item(s) you want. After you have clicked 'Buy’, it is possible for you to see the item(s) by clicking on the shopping cart icon in the top right corner.

Proceed To Checkout

Looking at the basket you decide that you have all the items that you need. Therefore you will need to place the order in the shop; this is done by clicking 'Checkout'.

Entering a Delivery Address

When creating an order you are given the option to specify a delivery address that may be different from your account billing address (which is your default delivery address). Fill out this information to have your order delivered to the address you specify. This is the first step in the purchase/checkout process. Please read the delivery information below.

Select a Method of Payment

After entering the delivery information you will be presented with an option to choose a payment method. The payment methods supported by our shop are various credit/debit cards, details of which are on the homepage. You will be asked to enter your credit/debit card details. It is important to make sure that you can see the lock in the browser window. This ensures that the information you entered is encrypted.

Review and Submit Your Order

On the page where you select the payment method you are also presented with your final order. You can see details on the delivery and handling costs and you can make sure that everything is as you have requested. If you proceed you have agreed on the order details and will receive an email upon order completion.

Tracking Your Order(s)

It is possible to view the order(s) which you have placed. The information is available via the ‘Account’ menu. These actions will require that you are logged in so please ensure you have your login details to hand (email address and password).

Payment

Credit/Debit Cards

In our shop you can use almost all available credit/debit cards. We handle your credit/debit card with confidentiality. Our payment provider hosts the form where you enter your credit/debit card details and therefore we never see your credit/debit card information. We do this to ensure your security. Our shop only stores transaction data needed for us to make the withdrawal from your account when despatching your order to you. Please note: We will no longer accept payment with Solo cards.

Payment Error Messages

An error message can be caused for a number of reasons. Please check the details you have entered are correct and try again. Please also ensure that your name and address details contain only standard characters, letters and numbers and no non-standard letters or letters with accents as this can cause payments to fail. If the error message continues please contact us on +44 (0)121 433 3727 or email us at customerservices@biocare.co.uk.

Decimals

The shop uses rounded figures on the web site for layout purposes only. In all calculations the full numbers of decimals are used to calculate the exact amount.

Your Account

Track Orders

It is possible to view the order that you have placed however it is not possible for us to provide you with live progress of it. This information is available via the ‘My Account’ menu for which you will be required to login.

Personal Information

We handle all information that you enter as confidential information. We never sell or give out any data that you provide. Information that you enter is only used by us to identify you as a user of our site and for making your experience on the site better.

Change Password

If you want to change your password you can do so. It is recommended, that you change your password periodically. Also remember to make your password safe. Avoid using your login details as your password or any part of it, don't use blank passwords and further more you shouldn't use words that are in a dictionary or words that are easily related to you. Log in using your email address and password and go to the 'My Account' section. You will be taken to your personal account page. Click on the 'Change Password' link and enter your current password, then type in your new password and select ‘Update’ to save the changes.

Forgotten password

If you have forgotten your password we have a service that creates a new password for you and sends it to the email address which you have specified along with your user account information. You can reset your password by going to the log in screen and the lost password section towards the bottom of the page.

Delivery

For Deliveries in the U.K.

Orders placed before 2pm on working days are normally dispatched the same day and should arrive within 1-2 working days. Occasionally it does take longer and the postal service requires us to allow up to 10 working days for delivery. If you still haven’t received your order after waiting the specified time then please call us on 0121 433 3727 or email customerservice@biocare.co.uk

All products are delivered to you by either Royal Mail or a courier service i.e. DPD. Delivery is paid for by the customer and is as follows:

Standard First Class UK £2.95 for orders under £25.00
Standard First Class UK Free of charge for orders of £25.00 and over
Guaranteed Next Day Post* £5.95 supplement
Next Working Day Courier* £10.00 for orders under £150.00
Next Working Day Courier Free or charge for orders over £150.00
Next Working Day Courier before 10.30am* 11.5

*These delivery options apply to telephone orders only and are not available for orders which are placed online.

For Deliveries Outside Of the U.K. - Please Read

We are very happy to arrange delivery of products to all other destinations outside of the U.K. using international postal or courier services. In addition to the standard 10% delivery charge there may be an additional charge if the parcel exceeds 2kg in weight and/or £150.00 in value. If this applies to your order we will contact you by email to advise you of the additional cost.

Please note however, that it remains the customers’ responsibility for checking with their local customs office and postal office to ensure that the products are allowed to be imported. It is important to note that any local duty, taxes or surcharges due will be the responsibility of the customer and BioCare® will not be held responsible for any liability or delay that may arise as a result.

For deliveries outside of the UK within Europe, please allow up to 15 working days for your order to arrive and for the Rest of the World please allow up to 20 working days. If you still haven’t received your order after waiting the specified time then please call us on +44 (0)121 433 3727 or email customerservice@biocare.co.uk

Please be aware that due to increased security and import regulations deliveries to some countries may be delayed up to 30 days. In the event of non-delivery or damaged goods being received, BioCare® does not guarantee to replace the item(s) or issue a refund. Please contact us with full details and we will endeavour to help.

Delivery Address

You have the ability to enter a delivery address, which is different from to the billing address (this is your default delivery address). The bill is sent to you and the product(s) including a delivery note will be sent to the delivery address which you specify.

Partial Delivery

Whenever an item included within your order is in stock it will be reserved for you automatically. If not all the items are ready to ship (i.e. out of stock) we will send the item(s) in stock to you. You will then receive the remaining items as soon as they become available at no extra cost. Please note that any items which are sent to you at a later date will be sent to the delivery address you specified on the initial order.

Returns

Return Policy

We do not offer products on a sale or return basis. We will however take back stock within 30 days of purchase provided that it has not been opened. Unfortunately we are unable to refund or exchange products from our probiotics range. We do not offer refunds on the delivery/postage charges incurred for delivery or returning goods back to us.

Refunds

If you choose to return item(s) you will get a refund after we have received the item(s) and have ensured that the item(s) are as it/they should be. The refund will be credited back to your BioCare® account; we will then contact you in order to obtain card details so we can credit your bank/card with the monies for the item(s) which you have returned, please ensure you include your contact details with your return so we can get in touch.

Complaints

All complaints are handled as quickly as possible. When we receive a complaint about one or more items we will decide whether the item will be repaired, exchanged or whether the customer will be given a price reduction. We will take care of and pay the postal costs when there are errors in our products.

Packing and Sending

It is your responsibility that all items returned to us are packed safely.

Company Details

Additional Email Contacts:

For order enquiries: customerservice@biocare.co.uk
For product information: clinicalnutrition@biocare.co.uk
To give us feedback on the website or products: marketing@biocare.co.uk
For supplier enquiries: customerservice@biocare.co.uk
For marketing & PR enquiries: marketing@biocare.co.uk

Important information regarding supplementation

The information by BioCare® has been designed to educate and inform only and is not intended to be a nutritional regime or to replace Medical advice.

For many people, nutritional supplementation can be an important and useful adjunct to a healthy diet. However, by no means should food supplements be used a substitute for a varied and balanced diet and healthy lifestyle or as meal replacements. Where individuals wish to use supplements, we strongly recommend that they consult with a qualified practitioner who can guide them in making the best choices for their needs.

It is important that attention is given to the recommended intake instructions printed on each label and caution should be taken not to exceed the stated intake unless professionally directed. Individuals taking any prescription medications or who are under medical supervision should consult a doctor before taking any supplements. Some products may interact with medication and, whilst we endeavour to provide warnings for major contraindications on our labels, these cannot be exhaustive.

Where symptoms persist or there is concern about a condition the individual should stop taking the products and seek advice from a doctor.

Important notice regarding Supplementation

Other types of individual who should exercise particular care before using supplements:

Individuals who have a pacemaker fitted.

  • Individuals who are recipients of organ transplants and are taking immuno-suppressive medication.
  • Individuals who are hyper allergic and experience anaphylactic reactions to specific or multiple ingredients.
  • Pregnant women or breastfeeding women – particularly herbal preparations or high dose antioxidants.
  • Children - herbal preparations or high dose antioxidants should not be used.

The Medicines Act 1968

Please be aware that under the provisions of EU Medicines Legislation we are unable to make any recommendations or to give any advice to treat the following conditions:

  • Cancer
  • Sexually Transmitted Diseases
  • Glaucoma
  • Epilepsy
  • Diabetes
  • Locomotor Ataxia
  • H.I.V & A.I.D.S.
  • Tuberculosis
  • Kidney Diseases

Furthermore due to the possible interactions with existing treatments for these conditions, it is BioCare’s policy not to advise on any secondary conditions but to refer the individual to their supervising Medical Practitioner.

Warnings, Cautions & Advisory Statements

There are several Industry and Government agreed warnings, cautions and advisory statements which appear on BioCare® labels to help health professionals and their patients find the products most suited to them:

Vitamin A - All products containing over 800µg (2664 I.U.) of Vitamin A (as retinol and not as beta carotene) should state: “This product contains Vitamin A. Do not take if you are pregnant or likely to become pregnant except on the advice of a doctor or ante-natal clinic.”

Vitamin K - Any product providing more than 100µg of Vitamin K in the recommended daily intake should have the following anti-coagulant warning: “If you are taking anti-coagulants (blood thinners), do not take this product except on the advice of a doctor.”

Iron - For supplements where the total iron content (i.e. of the whole package - pot/box etc) is equal to or in excess of 200mg, the following warning should be given: “This product contains iron, which, if taken in excess, may be harmful to very young children. Keep out of sight and reach.”

St. Johns Wort - All ingested St Johns Wort products should have the following warning: “Before taking this product: Please check with your doctor or pharmacist if you are taking any prescribed medicines, as St. John’s Wort may affect the way they work.”

French Maritime Pine Bark Extract - Products containing this extract should not be used by children, pregnant women or nursing mothers.

Vitamin C - Amounts greater than 1000mg vitamin C daily may cause mild stomach upset in sensitive individuals.

Iron - Amounts greater than 20mg of iron daily may cause mild stomach upset in sensitive individuals.

Calcium - Amounts greater than 1500mg of Calcium daily may cause mild stomach upset in sensitive individuals.

Magnesium - Amounts greater than 400mg of Magnesium daily may cause mild stomach upset in sensitive individuals.

Nickel - May cause a skin rash in sensitive individuals.

Nicotinic acid - Amounts greater than 20mg of nicotinic acid daily may cause skin flushes in sensitive individuals.

Zinc - Long term intake of amounts greater than 25mg of zinc daily may lead to anaemia.

Manganese - Long term intake of amounts greater than 4mg of manganese daily may lead to muscle pain and fatigue.

Phosphorus - Amounts greater than 250mg of phosphorus daily may cause mild stomach upsets in sensitive individuals.

Vitamin B6 - Long term intakes of amounts greater than 10mg of vitamin B6 daily may lead to mild tingling and numbness.