Terms and Conditions

Version 1.1

Last update: 23-04-2022

Dutch law applies.

Payment

An order is final only after payment is received. The following payment methods are offered, often with a surcharge:

  • Bank transfer
  • Bank transfer after invoice receipt
  • One-time authorization (SEPA)
  • iDeal
  • Bancontact + 1.5% surcharge
  • Giropay + 1.5% surcharge
  • SOFORT + 1.5% surcharge
  • Przelewy24 (P24) + 2.4% surcharge
  • Multibanco + 3% surcharge
  • Credit Card + 1.5% surcharge

Shipping

Within the European Union

Unconditioned transport:

  • Non-refrigerated products
  • Shipped with Post NL or DHL
  • No transport insurance

Conditioned transport:

  • Veterinary medicines
  • Refrigerated products
  • Shipped with courier or DHL express
  • Includes transport insurance

Delivery Time

Delivery time depends on the following factors:

  • Orders are only shipped when all products are in stock.
  • If all products are in stock, they are handed over to the shipping company by the next business day.
  • Within the Benelux and Germany, orders rarely take more than one business day to arrive. Most orders are delivered within two business days.

Outside the European Union

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

Force Majeure

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

Right of Withdrawal: Cancellation & Returns

Private Customers

Private customers from the European Union who purchase through a webshop may withdraw the order, meaning cancel or return within 14 days of receipt. Conditions and exceptions are listed below.

Cancellation

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

Returns

You will only be refunded once the goods are back in our possession and have been inspected. They must be in good condition.

Products without storage conditions

Returning non-refrigerated products without storage conditions is possible according to current legislation. For private customers within the European Union, returns are possible within 14 days of receipt, provided they are undamaged and in the original packaging. Notify us of a return before sending it back. Return costs are your responsibility.

Products with storage conditions – refrigerated products

Returning refrigerated products is NOT possible once delivered to you. This is because these products have been out of our control, and we cannot guarantee the cold chain. Besides an expiration date, refrigerated products also have a TOR (Time out of Refrigeration), which determines how long products can be stored outside optimal conditions without compromising the expiration date. If the TOR is unknown, the expiration date cannot be guaranteed (e.g., milk left out of the fridge for half a day).

Products with storage conditions – non-refrigerated products

Non-refrigerated products with storage conditions must be stored under specific conditions. Examples include:

  • Not stored above 25°C
  • Protected from direct sunlight
  • Stored in the dark
  • Protected from freezing

These conditions can usually be maintained under most circumstances, so these products can be returned unless we believe the storage conditions may have been compromised during the period under your care. This includes hot summer days, cold winter days, or unconditioned air transport. Do not assume you can always return products with storage conditions within 14 days of receipt. Contact us first.

Business Customers

There is no legal regulation for withdrawals by business customers. Therefore, we are not obliged to accept withdrawals. However, we try to be flexible with your request to cancel or return and keep the costs for you as low as possible.

Cancellation

Cancellation is only possible if you contact us and we reach an agreement. Cancellation fees may apply. It is not possible to cancel an order if products were specially ordered or manufactured for you unless we can cancel your order without costs or other issues.

Cancellation is not possible if the goods have already been handed over to the courier service. In that case, refer to the return conditions.

We always reserve the right to refuse your cancellation.

Returns

Returns are only possible if you contact us in advance and we reach an agreement. Return costs may apply. For refrigerated products, it is a necessary condition that you are certified according to GDP standards (Good Distribution Practices).

It is not possible to return an order if products were specially ordered or manufactured for you. You will only be refunded once the goods are back in our possession and have been inspected. They must be in good condition.

We always reserve the right to refuse a return.

Warranty

We guarantee:

  • That the products are original, not counterfeit
  • Proper products in proper packaging