Sanotest terms and conditions

(accessible in pdf here)

1. Company Information

Institute of Metagenomics and Microbial Technologies Ltd. Clevelandska 19 1000 Ljubljana Slovenia

Address of the business unit Sanotest: Stegne 7, 1117 Ljubljana

VAT No.: SI50478141 Registration number: 6554784000

Phone number: +386 30 414 180 E-mail address: self-testing@sanotest.co.uk

2. About terms and conditions

These terms and conditions are valid in the time of purchase. They become binding when a customer places an order (online order).

The manager of the Sanotest online store is a company the Institute of Metagenomics and Microbial Technologies Ltd. (from now on referred to as the supplier, us, we, our). Our Company information is in the first paragraph.

The Terms and Conditions define the mode of operations of the Sanotest online store, rights, and obligations of a customer and a relationship between customer and supplier.

The Terms and Conditions are aligned with:

  • The Consumer protection act
  • The Electronic Communications Act
  • The Electronic Commerce Market Act
  • The law on personal data protection

3. Types of users

A customer can place an order as a guest or create an account and become a registered user. A customer can register as a user at the Sanotest online store during the checkout or at the My Account page (click here).

Register in one click.

To create an account during the checkout, a customer only needs to check “Create an Account” and choose the password (it takes 5 seconds).

The most significant advantage of creating an account is that a customer does not need to fill out all the required fields during checkout, therefore saves on time. With the next order, a customer only needs to log into the user account, and all of the delivery information will be automatically filled.

Registered users can always access their user accounts at https://www.sanotest.co.uk/user-account/. A user name of a registered user is his or her e-mail address, and a password is the one he or she entered when creating an account. If a registered user wants to change the password or other personal data, he or she can do so at any time in the user account (click here).

4. Ordering process

Shopping at the Sanotest online store is fast and easy. A customer can buy now already with three clicks:

4.1 Choose a product (CLICK 1) 4.2 Add a product to the cart (CLICK 2) 4.3 Checkout (CLICK 3)

ad 4.1) Choose a product (CLICK 1)

Products are located under product categories in the main menu:

  • Allergies
  • Digestive tract and liver
  • Kidneys and urinary tract
  • Sex
  • Fertility
  • Nervous system
  • Infections
  • Sanotest health kits

Products are accessible through the link “All products” (https://www.sanotest.co.uk/products/), located on the main menu. Selected products are also available on the home page of the online store.

ad 4.2) Add a product to the cart (CLICK 2)

A customer needs to click on the button “Add to Cart” to add a desired product in the cart.

  • On desktop computers, the Cart is always visible at the upper right corner of the Sanotest online store.
  • On mobile devices, the Cart is always visible at the bottom right corner of a mobile version of the Sanotest online store.

A customer has an option to see the Cart or go directly to Checkout.

Questions and answers to help with the ordering process:

How to add a product to the Cart? See section 4.2) Add a product to the Cart (CLICK 2)

How to add two or more products to the Cart? Two or more products can be added to the Cart in the same way as one product (e.g., through product categories; please see section 4.2 Add a product to the cart (CLICK 2)).

How to know how many products are in the Cart? The number of products in the Cart is always visible. On desktop computers, the number of products in the Cart is always visible in the Cart area at the upper right corner of the Sanotest online store. On mobile devices, the number of products in the Cart is always visible in the Cart area at the bottom right corner of a mobile version of the Sanotest online store.

How to remove a particular product from the Cart? A customer can remove the product from the Cart by clicking on the cross (X) on the left side of the product listed in the Cart.

How to change the number of products in the Cart? A customer can change the number of a particular product in the cart by changing the quantity in the column “Quantity” of such a product.

How to update (refresh) the Shopping Cart? A Cart can be refreshed or updated by clicking on the button “Update Cart”.

4.3 Checkout (CLICK 3)

We ask customers for a few details to process their orders.

When a customer wants to complete the order, it needs to click on the button “Proceed to Checkout”, and insert a few details that enable us to process the order. On desktop computers, the “Proceed to Checkout” button is also reachable in the Cart dropdown at the upper right side of the Sanotest online store. On mobile devices, the “Proceed to Checkout” button appears when a customer adds a product to the cart. The button is also accessible in the Cart. At the Checkout, we ask customers to insert the following data:

  • Payment and delivery address
  • Create an account (we recommend you to create an account, it takes only 5 seconds of your time),
  • Your order (details about your order),
  • Preferred payment method (for details on payment methods, please see section 5. Payment methods).

In the end, customers need to confirm that they have read and that they accept these Terms and Conditions, and click “Submit the order”.

If a customer does not complete the required fields (marked with “*”), a reminder to do so will appear. If a customer already submitted the order and wants to change it afterward or if a customer needs help with the purchase order, we are always at disposal for help at self-testing@sanotest.co.uk or by phone at +386 30 414 180.

If the order is successfully submitted, a message with the order details will be displayed. An order confirmation is then also sent by e-mail to the customer’s e-mail address.

5. Payment methods

When ordering with Sanotest, customers pay in advance as this is the usual practice with buying online. We offer the following payment methods:

5.1) Bank transfer 5.2) PayPal 5.2) Credit cards (we accept Activa, Mastercard, Maestro, Visa, and American Express)

5.1) Bank transfer

When a customer chooses to pay with bank transfer, and after clicking the “Submit the order” button, an order overview with our company’s bank account details will appear.

Our Company’s bank account details: PURPOSE CODE: GDSV ACCOUNT NUMBER: ______________________ BANK: Intesa Sanpaolo Bank, d. d. BIC: BAKOSI2X ACCOUNT HOLDER: Institute of Metagenomics and Microbial Technologies d. o. o., Clevelandska 19, 1000 Ljubljana, Slovenia

5.1) PayPal

When a customer chooses to pay with PayPal, a “PayPal button” appears. By clicking on it, a pop-up by PayPal will appear where a customer inserts payment details. We do not collect payment data from our customers. Transactions made with PayPal are processed and secured directly by PayPal.

ad 5.2) Credit cards

We accept Activa, Mastercard, Maestro, Visa, and American Express credit cards. After clicking on the button “Submit the order”, a customer will be redirected to the additionally secured website to make a payment.

We do not collect payment data from our customers. Transactions with credit cards are processed and secured by Mercury Processing Services International (https://mercury-processing.com/).

6. Delivery

We send out ordered items in discreet packaging. This means that there will be no remarks about the order. Only the customer will know what the package contains. We deliver with different carriers. Which one we choose depends on available options for a specific delivery.

There is a fixed cost of 3,95 EUR for standard delivery on orders below 25 EUR. Delivery is free for orders above 25 EUR. In such cases, Sanotest will pay for delivery.

The final price of the order includes a cost of delivery. When customers pay for the order, this means that they pay for the ordered products and delivery. There will not be any additional costs with delivery inside the European Union. We send out the orders the same working day if we receive the payment confirmation for the particular order until 5 p.m. (from PayPal, from credit card payment processing company, or our bank). If customers choose to pay with bank transfer, they can also send us the payment confirmation, and we will ship ordered products already the same day. When a customer places an order and pays for the ordered products after 5 p.m., we will ship the items the next following working day. If a customer places an order on non-working days such as Saturdays, Sundays, or holidays, we will send out ordered items after we receive the payment confirmation on the first following working day. The time of delivery depends on the carrier, but it usually takes 4-5 days in Europe.

If the product is not in stock, we will inform a customer by email or by phone about the estimated delivery. Usually, every product from the Sanotest online store that is currently out of stock is available again within a reasonable time.

8. Pricing and availability

All product prices listed on the Sanotest online store include Value Added Tax (VAT). Product prices do not include delivery costs.

Pricing and availability of products on the Sanotest online store may change from time to time. Despite great care and effort to provide the most up-to-date and accurate information, misinformation about the prices and availability can occur. If you notice such errors, we kindly ask you to report them to us by e-mail at self-testing@sanotest.co.uk. Product prices are valid on the day of purchase and until cancellation. We reserve the right to change the prices without prior notice. If the price is changed during the ordering process, we enable customers to buy such products for the lower price, or customers always have an option to cancel the order.

9. Special offers and discounts

Sometimes we make special offers of specific products or product bundles or offer discounts. Product discounts are not cumulative. If a product is already discounted, other available discounts are not applicable unless otherwise specified.

10. Contract and cancellation

The contract between a customer and us is concluded at the moment we confirm to the customer the acceptance of the order (after placing an order, a customer will receive the order confirmation by e-mail).

The contract is stored electronically and is accessible to the customer in the user account. In case a customer did not register for a user account, we keep contracts stored and are available to the customer upon request. From the moment of the conclusion of the agreement, all prices and other conditions are fixed and apply to us as a supplier and the customer.

If a customer wants to cancel the order already submitted, he or she can do that in 1 hour after submitting an order by sending such a request by email to self-testing@sanotest.co.uk or call +386 30 414 180. If a customer does not cancel the order in 1 hour, it means that a contract is concluded, and we will fulfill the order.

11. Invoices

Upon receipt of the ordered products, the customer receives an invoice. The invoice contains all information as necessary by the applicable law about us the supplier, ordered products, price, value-added tax, and all other costs related to the purchase.

A customer should submit with the order only correct and valid information. Later objections and requests to change information on the invoice are not possible.

12. Right of cancellation, return, and exchange of products

A customer can exchange already bought products. Such products should be delivered to our address at Stegne 7, SI – 1117 Ljubljana. Products must be undamaged, sealed in their original packaging, and in unchanged quantity, unless they are damaged, defective, lost, or their amount was reduced, not by customer’s fault.

If the packaging is physically damaged, if it lacks content or if there are signs of being opened, a customer should contact us at self-testing@sanotest.co.uk or call +386 30 414 180. A customer can cancel the order in 15 days from the receipt of purchased products. Requests should be sent by e-mail to the address self-testing@sanotest.co.uk. There is no need to explain the reason for cancellation.

A customer should then return purchased products in 30 days from the request to cancel the order. Return of products within a returning period shall be considered as a notice of withdrawal. Products returned must be undamaged, unused, unopened and in their original packaging. We will refund the customer in 30 days from receiving returned products.

13. Complaints and Guarantee

Complaints or other questions can be sent by e-mail to self-testing@sanotest.co.uk or by calling 030 414 180. In the event of a warranty being enforced, the Consumer Protection Act will be followed. There is also the Sanotest Quality Guarantee (click here for more information).

14. Security and personal data protection

Security and personal data protection are explained in the Privacy policy (click here).

By purchasing, ordering, or creating a user account, a user or a customer agrees that we will store, process, and use personal data provided. For more information on how we process personal data, please read the Privacy policy.

15. Use of Cookies

Please refer to our Cookie policy.

16. Handling complaints and settlement of disputes

We follow regulatory provisions for consumer protection and will try to resolve any dispute for the benefit and satisfaction of the customer. If we are not able to resolve a dispute with the customer, a competent court in Ljubljana, Slovenia, will undertake procedures to settle potential disputes. A customer can always contact us for any complaints he or she might have by e-mail self-testing@sanotes.co.uk. We will treat any complaint confidentially. Within five working days at the latest, we will notify a customer of the receipt of the complaint, with an explanation of further procedures and the estimated time of processing a complaint. We will keep a customer informed about the progress of the procedure.

17. Limitation of Liability

Despite great care and effort to provide the most up-to-date and accurate information, misinformation about the prices and availability can occur. In such a case, we will notify a customer about the change. A customer will have a possibility to cancel the order, accept new conditions, or to replace the ordered product. The ordered products must be used according to the Instructions for Use. We are not liable for any damage that might incur to a customer or user if instructions for use are not followed properly.

18. Acceptance and Changes of Terms and Conditions

By using the Sanotest online store, a customer accepts these Terms and Conditions. If a customer does not agree with these Terms and Conditions, he or she should refrain from buying at the Sanotest online store. We reserve the right to change the Terms and Conditions without notice. Therefore we recommend that customers read the Terms and Conditions every time they use the Sanotest online store.

For any questions, please do not hesitate to contact us by email at self-testing@sanotest.co.uk or by phone at +386 30 414 180.

Terms and conditions are valid from 01. 12. 2019.