RUO  For laboratory research use only · These products are not medicines, food supplements or cosmetics and are not intended for human or veterinary use.

Returns and Complaints

Scope

This Returns and Complaints Policy governs the conditions under which products sold by NedermannLab may be subject to a complaint or a replacement.

All products sold by NedermannLab are intended exclusively for laboratory research use and are supplied within Business-to-Business (B2B) commercial relationships.

By placing an order, the customer confirms that they are acting for professional purposes and accepts this policy.

Right of withdrawal

Products sold by NedermannLab are offered exclusively within Business-to-Business (B2B) commercial relationships and are intended for legal entities, institutions, laboratories, research organisations and other professionals purchasing the products for the purposes of their professional activity.

By placing an order, the customer declares and confirms that they are acting in the course of their professional or commercial activity and not as a consumer within the meaning of consumer protection legislation.

Accordingly, the statutory right to withdraw from the contract within 14 calendar days, provided for by the legislation applicable to distance contracts concluded with consumers, does not apply to orders placed on this website.

NedermannLab does not accept returns on the grounds that the buyer has changed their mind, that research requirements have changed, that the customer ordered the wrong product, or for any other reason not attributable to NedermannLab.

This limitation does not affect the customer’s right to submit a complaint in the situations set out in this Returns and Complaints Policy, including where products are delivered damaged in transit, where incorrect products are dispatched, or where an order is delivered incomplete.

General returns policy

Given the nature of the products sold and their exclusive research purpose, NedermannLab does not accept returns and does not offer refunds for products that have been correctly delivered.

Returns are not accepted in the following situations:

  • a change of mind about the purchase
  • the customer ordering the wrong product
  • purchasing a larger quantity than required
  • the product being incompatible with the customer’s research applications
  • any other reason not attributable to NedermannLab

Situations in which complaints are accepted

NedermannLab will review and resolve complaints submitted in the following cases:

Situations in which complaints cannot be accepted

Complaints will not be accepted where:

  • the product was stored or handled improperly after delivery
  • the security seals have been damaged or removed and the complaint concerns the integrity of the product
  • the product was used for purposes other than laboratory research
  • the deadline for notifying the complaint has passed
  • the damage results from improper handling by the customer or by a third party after delivery

How to submit a complaint

To help us resolve a complaint quickly, please provide the following information:

  • the order number
  • the invoice number (where applicable)
  • a detailed description of the problem
  • clear photographs of the product and the packaging
  • any other information relevant to the incident

Incomplete requests may require additional information before they can be reviewed.

handling complaints

After reviewing the information provided, NedermannLab will decide, as appropriate, on one of the following measures:

  • replacement of the product
  • dispatch of the missing product
  • correction of the order
  • issuing a credit note or refunding the value of the affected product, where replacement is not possible

The method of resolution will be determined according to the circumstances of each case.

Limitation of liability

NedermannLab’s liability is limited to the value of the affected products in the order.

NedermannLab is not liable for indirect losses, commercial losses, business interruption, loss of profit, research costs or any other damage arising from the use of, or the inability to use, the products.

Compliance

All products sold by NedermannLab are supplied strictly for laboratory research purposes and are intended for Business-to-Business (B2B) commercial relationships.

By placing an order, the customer confirms that they understand the nature of the products and accept this Returns and Complaints Policy.

Contact

For any complaint or enquiry regarding an order, please contact our support team using the details available on the Contact page. We are committed to reviewing every request promptly and to providing a fair and professional solution.

LEGAL NOTICE

The products offered on this website are intended exclusively for laboratory research use. They are not medicinal products, food supplements or cosmetics, and they are not intended for human or veterinary use. By purchasing products from this website, customers confirm that they comply with all laws and regulations applicable in their jurisdiction.