Complaints Procedure of the E-shop

1. INTRODUCTORY PROVISIONS AND DEFINITION OF SUBJECTS

1.1. This Complaints Procedure regulates, in accordance with applicable regulations and European Union legislation, the procedure for handling complaints regarding defects in goods purchased through the online store nextrabiochem.eu (hereinafter referred to as the “E-shop”). 1.2. Identification of Contracting Parties:

• Seller (contractual entity): MALAM – PAGI – SORE LTD, registered office: 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF, Company Number: 17441114, e-mail: info@nextrabiochem.eu
• Fulfillment and Service Company (complaints processor on-site): Hainburg, s. r. o. Sídlo: Prúdová 329/3A 821 05 Bratislava, SR Company ID (IČO): 56216513
  1.3. This Complaints Procedure is an integral part of the General Terms and Conditions (GTC) of the E-shop. By submitting an order, the buyer confirms that they have duly acquainted themselves with this Complaints Procedure and agree to it.

2. NATURE OF GOODS AND EXCLUSION OF LIABILITY (RUO CLAUSE)

2.1. Given that all products offered in the E-shop are intended exclusively for laboratory, scientific, analytical, and research purposes (Research Use Only – RUO), the buyer is obliged to handle the goods strictly in accordance with their intended purpose. 2.2. Limitation of Warranty and Complaints: A complaint cannot be asserted in cases where the defect, damage, or degradation of the goods occurred as a result of:

• Improper handling, incorrect storage, or violation of safety protocols by the buyer,
• Any form of human, veterinary, or in-vivo use contrary to the buyer’s declaration regarding the exclusively research-related purpose,
• Mechanical damage to the goods after their receipt by the buyer,
• Violation of the protective packaging, seal, or sterility in products where the nature of the goods requires it.

3. SUBMISSION OF A COMPLAINT (PROCEDURE)

3.1. The buyer is obliged to submit a complaint without undue delay immediately upon discovering a defect. 3.2. A complaint can be submitted exclusively in electronic form or by sending the goods to the address of the logistics center:

• E-mail contact for sending complaints and forms: info@nextrabiochem.eu
• Address for sending reclamations/goods: Prúdova 3/A, 821 05 Bratislava, Slovak Republic (marked with “COMPLAINT – NEXTRABIOCHEM”). 3.3. Requirements of a Complaint: For the proper initiation of the complaint procedure, the buyer is obliged to present:
• Proof of purchase (invoice or order number),
• A completed complaint form with a precise description of the defect,
• Photographic documentation of the defective state of the goods (if possible given the nature of the defect),
• Contact and banking details of the buyer for a potential refund.

4. HANDLING OF COMPLAINTS AND DEADLINES

4.1. The Seller or the authorized Fulfillment Company undertakes to assess the complaint and decide on its processing without undue delay. The actual handling of the complaint (including the removal of the defect or replacement of the goods) shall take place within a reasonable timeframe, at the latest within 30 days from the date of proper submission of the complaint and delivery of the defective goods with all supporting documents. 4.2. Method of Remedy: Depending on the nature of the defect and the agreement of the parties, the complaint may be handled by:

• Free repair of the goods (if possible and expedient),
• Replacement of the defective goods with a flawless piece,
• Granting a reasonable discount on the price of the goods,
• Refunding the total price of the goods (in the case of irreparable defects preventing proper use). 4.3. Transport Costs during a Complaint:
• If the complaint is recognized as justified, the costs of sending the claimed goods back to the seller shall be borne by the seller (following prior agreement on the method of transport).
• In the case of an unjustified complaint, all costs associated with transport and handling shall be borne by the buyer.

5. WITHDRAWAL FROM THE CONTRACT (CONSUMER RIGHTS)

5.1. If the buyer is a Consumer within the EU, they have the right to withdraw from a distance purchase contract without giving a reason within a period of 14 days from the receipt of the goods. 5.2. Due to the character of the products (laboratory chemicals and research materials), it is not possible to withdraw from the contract if the original protective packaging, seal, or sterility has been broken, opened, or used due to health protection and the preservation of safety and content integrity. 5.3. For withdrawal from the contract, the buyer may use the model form provided below.

COMPLAINT FORM

(Fill out and send this form via e-mail to info@nextrabiochem.eu in case of a product complaint)

• Addressee / Place of Submission: Hainburg s.r.o. / Fulfillment center, Prúdova 3/A, 821 05 Bratislava, SR E-mail: info@nextrabiochem.eu
• Buyer’s Details:
  • Name and Surname / Company Name: ………………………………………………..
  • Residential Address / Registered Office: ……………………………………………………
  • E-mail Address: …………………………… Phone: …………………………………
• Order and Goods Details:
  • Order Number / Invoice Number: ……………………………………………………….
  • Order Date / Receipt Date: ………………………………………………….
  • Name of Claimed Goods and Code/Item: ………………………………………
• Description of the Product Defect: ………………………………………………………………………………………………………………….. …………………………………………………………………………………………………………………..
• Requested Method of Complaint Resolution: [ ] Repair of goods | [ ] Replacement with a new piece | [ ] Refund (IBAN: ……………………………………)
• Attachments: Proof of purchase, photo documentation of the defect.

In …………………………….. Date: …………………. Buyer’s Signature (when sent by mail): ………………………………….

WITHDRAWAL FORM

(Fill out and send this form only if you wish to withdraw from a distance purchase contract within the 14-day period)

• To (Seller): MALAM – PAGI – SORE LTD, 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF E-mail for sending: info@nextrabiochem.eu
• I/We hereby declare that I/we withdraw from the contract for the purchase of this goods:
  • Product Name: …………………………………………………………………………….
  • Order Number / Date of Receipt: ……………………………………………………
• Consumer’s Details:
  • Consumer’s Name and Surname: …………………………………………………………
  • Consumer’s Address: …………………………………………………………………………
  • E-mail / Phone Contact: ………………………………………………………………………..
• Bank Details for Refund (IBAN): …………………………………………………..

In …………………………….. Date: …………………. Consumer’s Signature: …………………………………. (only if the form is submitted in paper form)

() Delete as appropriate.*

INSTRUCTIONS ON THE EXERCISE OF THE CONSUMER’S RIGHT TO WITHDRAW FROM THE CONTRACT

• Right of Withdrawal: You have the right to withdraw from this contract without giving a reason within 14 days from the day on which you or a third party designated by you (other than the carrier) takes physical possession of the goods.
• Consequences of Withdrawal: If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us). Payments will be refunded without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw from this contract, but not earlier than the return of the goods or your provision of proof of sending the goods back, whichever is earlier.
• Return of Goods: You shall send the goods back to the fulfillment center address (Prúdova 3/A, 821 05 Bratislava, SR) no later than 14 days from the day on which you communicate your withdrawal from this contract. The direct costs of returning the goods shall be borne by the buyer.