Terms and Conditions

Dutch law applies.

Payment

An order is final only after payment has been received. The following payment method is offered when placing an order:

• Bank transfer after receipt of invoice

Shipping

Within the European Union

Unconditioned transport:

• non-refrigerated products
• Shipped with PostNL or DHL
• No transport insurance

Conditioned transport:

• Veterinary medicines
• Refrigerated products
• Shipped with courier or DHL Express
• Incl. transport insurance

Delivery time

How quickly your order is delivered depends on the following factors:

• An order is only shipped when all products are in stock.
• When all products are in stock, they are handed over to the carrier at the latest on the next business day.
• Within the Benelux and Germany, orders are rarely in transit for longer than 1 business day. Most orders are therefore delivered within 2 business days of ordering.

Outside the European Union

We export worldwide; for your order, please contact us directly.

Force majeure

In the event of force majeure, we will notify you and seek the best solution in consultation with you.

Right of withdrawal: cancelling & returning

Private customers

Private customers from the European Union who buy through a webshop may withdraw the order. This means cancelling or returning it within 14 days of receipt of the purchase. Conditions and exceptions are set out below.

Cancelling

If your order has not yet been shipped, you can cancel it by contacting us. Cancelling is not possible once the goods have been handed over to PostNL or DHL. In that case, see the return conditions.

Returning

In general, you will only be refunded once the goods are back in our possession and have been checked by us. They must be in good condition.

Products without storage conditions

Returning non-refrigerated products without storage conditions is possible, in accordance with applicable legislation. For customers within the European Union, returning is possible within 14 days of receipt, provided the goods are undamaged and in the original packaging. Please report a return shipment before sending it back. Return costs are for your account.

Products with storage conditions – refrigerated products

Returning refrigerated products is NOT possible once they have been delivered to you. These products have been outside our supervision and we can no longer guarantee the cold chain. In addition to an expiry date, which determines how long a product remains usable when stored under the right conditions, refrigerated products also have a TOR (Time out of Refrigeration). The TOR determines how long products can be kept outside their optimal storage conditions without compromising the expiry date. When the TOR is unknown, the expiry date can no longer be guaranteed. (Think, for example, of a carton of milk that was not kept in the refrigerator for half a day.)

Products with storage conditions – non-refrigerated products

Non-refrigerated products with storage conditions place demands on the environment in which they are stored. Examples are:

• Do not store above 25 degrees Celsius
• Protect from direct sunlight
• Store in the dark
• Protect from freezing
• …

Because these conditions can easily be met in most circumstances, our policy is that these products can be returned unless we believe these storage conditions may have been compromised while the products were in your care. Think, for example, of hot summer days and cold winter days, or unconditioned transport by air. Do not assume, therefore, that you can always return products with storage conditions within 14 days of receipt. Please contact us first.

Business customers

There is no statutory right of withdrawal for business customers. We are therefore not obliged to accept withdrawals. However, we try to be flexible with your request to cancel or return, and to keep the resulting costs for you as low as possible.

Cancelling

Cancelling is only possible if you contact us and we can reach an agreement. Cancellation costs may be for your account.

It is not possible to cancel an order when products were ordered or made especially for you, unless we can still cancel your order ourselves without costs or other problems.

Cancelling is not possible once the goods have been handed over to the courier service. In that case, see the return conditions.

We always reserve the right to refuse your cancellation.

Warranty

We guarantee:

• that the products are originals, not counterfeits
• sound products in sound packaging