Terms of service and return policy

Terms and conditions of service and return policy

These General Terms and Conditions of Purchase govern the use of the website naturcyte.com (hereinafter “the Website”), owned by ADACYTE THERAPEUTICS, S.L. (hereinafter “Adacyte”). ADACYTE THERAPEUTICS, S.L. is a Spanish limited liability company with registered office at calle Jesús Serra Santamans, 5, 08174 Sant Cugat del Vallès (Barcelona), Spain, with tax ID (CIF) B67101485, registered in the Barcelona Commercial Registry, Sheet B-511648, Folio 75, Volume 46167, entry 1. The customer’s use of the online store services implies, in all cases, acceptance of the General Terms and Conditions of Purchase in the version published at the time the purchase order is placed. We therefore recommend that the customer read these General Terms and Conditions before making a purchase.

If you have any questions regarding these Terms and Conditions, you can contact us through any of our contact channels.

USE OF OUR WEBSITE

By using this website and placing orders through it, you undertake to:

  1. Use this website only to make legally valid enquiries or orders.
  2. Not place any false or fraudulent order. If an order of this kind could reasonably be deemed to have been placed, we shall be entitled to cancel it and inform the relevant authorities.
  3. Provide us with your email address, postal address and/or other contact details truthfully and accurately. You also consent to our using that information to contact you if necessary (see our Privacy Policy). If you do not provide us with all the information we need, we will not be able to process your order. We reserve the right to deny you access to our website or to cancel your account if your conduct constitutes a breach of these terms and conditions or of the applicable regulations. By placing an order through this website, you declare that you are over 18 years of age and have the legal capacity to enter into contracts.

1 | Scope of the contract

These General Terms and Conditions of Purchase apply to the sale of all Adacyte items through its website in Europe. Adacyte informs users that its website is aimed exclusively at an audience over 18 years of age. Adacyte reserves the right to cancel a customer’s access account if fraudulent, speculative or bad-faith acts are detected in the use of this service.

2 | How to place an order

To place an order, you must follow the online purchase procedure and click on “Authorise payment”. You will then receive an email acknowledging receipt of your order (the “Order Confirmation”). We will also inform you by email when the product is being shipped (the “Shipping Confirmation”).

3 | Purchase limit

For security reasons, purchases of more than €2,000 or of more than 5 units of each item per order may not be made.

4 | Price

The applicable prices are those shown on the website on the date of the order. Prices are detailed for each item and include VAT (Value Added Tax) in all countries, as applicable. Shipping costs are borne by Adacyte.

5 | Payment

Payment shall be made at the end of the purchase process and is a necessary condition for completing it. Payment may not be made afterwards under any circumstances. Deferred payment methods such as cash on delivery or bank transfer are not accepted. Accepted payment methods: purchases may be paid for with a Visa or Mastercard credit card, as well as with a 4B or 4B Maestro debit card. In any case, the payment method is chosen during the purchase process on the corresponding screen.

The customer shall notify Adacyte of any improper or fraudulent charge on the card used for the purchase, by email or by telephone, as soon as possible so that the appropriate steps can be taken. Payment method providers or issuers may adopt anti-fraud measures that result in certain types of transaction being rejected. Adacyte is not responsible for the application of this type of security policy.

6 | Delivery

Orders will be delivered to the address indicated by the customer, subject to the following:

  • For deliveries within Spain, the approximate delivery time is 24 to 48 hours from confirmation of the order.
  • For deliveries to Portugal, the approximate delivery time is 2 to 5 working days from receipt of the order.
  • For deliveries to the rest of Europe, the delivery time depends on the country of destination and is indicated during the purchase process.
  • Orders received at weekends and on public holidays will be treated as if they had been received on the following working day.

6.1 Home delivery

Standard shipping: Adacyte covers the cost of shipping and all taxes associated with transport.

The address indicated by the customer may be a private home, a workplace or any other address given. The billing address and the shipping address do not have to match.

6.2 Delivery incidents

If delivery cannot be made because the recipient is absent, the transport company will leave a note and will try to contact the recipient by telephone. After two failed attempts, the customer must contact the transport company to arrange delivery.

7 | Exchanges, returns and withdrawal

There are different procedures for making exchanges, returns and withdrawals. Below we describe the characteristics of each of them, as well as their costs and conditions.

  1. Return: in the event of a flaw or defect.
  2. Withdrawal: at the customer’s decision.

Due to the special characteristics of certain products, the following must be taken into account:

• For health protection and hygiene reasons, returns and withdrawals are not accepted once the wrapping, packaging or seal protecting the product has been opened. The product must be properly wrapped and carry its original label.

7.1 Conditions, refund and procedure

Conditions (Withdrawal): You have 14 calendar days from receipt of the product(s) to withdraw from the contract without having to give any reason. We do not carry out exchanges as such, so you will have to return the product and place a new order for the new product.

Conditions (Returns): Adacyte shall be liable for any lack of conformity that becomes apparent within the period established by law.

Procedure: You can exercise your right of withdrawal or return by calling +34 93 400 67 01 or by email: info@naturcyte.com. We will send a courier to collect the product at the address you provide. The costs arising from collection of the product will be borne by Adacyte.

Refund: Adacyte will refund the corresponding amount, where applicable, without undue delay and, in any case, within 14 days of the date of receipt of the return. The refund will be made using the same means of payment used for the purchase.

8 | Availability of the products

All orders are subject to product availability. If difficulties arise regarding the supply of products or if there are no items left in stock, we will refund any amount you may have paid.

9 | Warranty on the products purchased

The warranty offered is the one established in Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users.

10 | Customer service

For any question, suggestion, enquiry or complaint regarding the online store, you can contact our Customer Service department (Monday to Thursday from 09:00 to 18:00 and Friday from 09:00 to 15:00) by any of the following means:

– Telephone +34 93 400 67 01

– Email: info@naturcyte.com

– Post, at the following address:

ADACYTE THERAPEUTICS, S.L.

Calle Jesús Serra Santamans, 5

08174 Sant Cugat del Vallès (Barcelona)

Spain

In addition, we have official complaint forms available to consumers and users, which may be submitted to the postal address and email address indicated above. You can request them by calling +34 93 400 67 01 or here: Download official forms.

Adacyte’s Customer Service department will deal with and respond to your complaint as soon as possible, and in any case within a maximum period of one month. If your request is not resolved satisfactorily, you may go to the ordinary courts or submit your complaint through the website http://ec.europa.eu/odr, which provides free of charge a single access point for out-of-court settlement.

11 | Amendment of the general terms and conditions of purchase

Adacyte reserves the right to amend these General Terms and Conditions of Purchase at any time. No amendment will affect orders already in progress.

12 | Force majeure

Adacyte’s performance of all or part of its obligations shall be suspended in the event of an act of God or force majeure that prevents or delays such performance. The following shall be considered as such, in particular and without this list being exhaustive: war, riots, insurrection, social unrest, strikes of any kind, pandemics or states of alarm, natural disasters and supply problems not attributable to Adacyte. Adacyte will inform the customer of any such act of God or force majeure within 7 days of its occurrence. Should such suspension continue beyond a period of fifteen days, the customer will then have the option of cancelling the order in progress and it will be refunded under the conditions set out in section 7 of these General Terms and Conditions of Purchase.

13 | Applicable law and jurisdiction

These General Terms and Conditions of Purchase are subject to Spanish law. Notwithstanding the above, consumers not resident in Spain also enjoy the protection guaranteed by the mandatory provisions of the law of the country in which they have their habitual residence. The parties submit, at their choice, for the resolution of disputes and waiving any other jurisdiction, to the courts and tribunals of the customer’s domicile.

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    PRODUCTS

    Política de devolución

    Dispones de 14 días naturales desde la recepción del producto/s para desistir o devolver el mismo.

    No se admite la devolución ni el desistimiento, por razones de protección de la salud e higiene, cuando el envoltorio, embalaje o precinto que protege el producto, haya sido abierto. El producto deberá estar envuelto adecuadamente, con la etiqueta original, no manipulado y con todos sus componentes originales. 

    Puedes iniciar la devolución del producto contactándonos:

    Enviaremos un mensajero a recoger el producto en la dirección que nos facilites. Entrega el producto al transportista.

    El reembolso se realizará por el mismo medio de pago con el que se abonó el producto y por el importe correspondiente. Se realizará antes de que hayan transcurrido 14 días desde la fecha de recepción de la devolución en las oficinas de Adacyte.

    Los gastos derivados de la recogida del producto correrán a cargo de Adacyte. 

    Para cualquier duda, sugerencia, consulta o reclamación sobre la tienda online, puedes dirigirte al Servicio de
    atención al cliente. 

    Atención al cliente:

    • Teléfono 93 400 67 01 (en horario de lunes a jueves de 09:00h a 18:00h y viernes de 09:00h a 15:00h)
    • Correo electrónico: info@naturcyte.com 
    • Correo postal en la siguiente dirección: 

    ADACYTE THERAPEUTICS, S.L. 

    Calle Jesús Serra Santamans, 5

    08174 Sant Cugat del Vallès (Barcelona)

    España

    RECLAMACIONES

    Disponemos de hojas de reclamaciones oficiales a disposición de los consumidores y usuarios, que podrán ser presentadas en la dirección postal y correo electrónico arriba indicados. 

    Puedes solicitar la hoja de reclamaciones llamando al teléfono de atención al cliente o descargarla directamente aquí: Descargar hojas oficiales.

    El Servicio de atención al cliente de Adacyte atenderá y dará respuesta a tu reclamación a la mayor brevedad
    posible, y siempre en el plazo máximo de un mes.

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