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Conditions of sale, warranty, shipping and returns

1. Scope

These conditions apply to products purchased directly from Allbiotech S.L., unless different conditions have been expressly agreed in writing in an offer, order confirmation, contract or tender.

Allbiotech products, including Genesys bioreactor systems, are professional laboratory equipment intended primarily for research, development, and professional use.

Therefore, these conditions are aimed mainly at clients who acquire the products within the framework of their professional, institutional, scientific or business activity.

Where the buyer is legally considered a consumer, any mandatory rights available to them under Spanish or European Union law will prevail over any incompatible provision in these terms.

2. Orders and lead times

2.1. Order confirmation

An order will be considered confirmed when the customer confirms acceptance of the purchase contract by electronic signature.

The purchase contract, the offer and the documentation associated with the order will indicate, where applicable:

  • Product configuration.
  • Accessories and services included.
  • Price and payment conditions.
  • Estimated preparation or manufacturing time.
  • Delivery conditions.
  • Specific requirements of the customer.

In the event of a contradiction between these general conditions and the specific conditions expressly agreed in writing for an order, the latter will prevail.

2.2. Preparation and manufacturing

Allbiotech products may require assembly, configuration, calibration, testing and quality control processes prior to shipment.

The applicable estimated lead time will be communicated in the offer or order confirmation.

Lead times are estimates unless expressly agreed otherwise in writing. Delays may arise from, among other factors, component availability, changes requested by the customer, transportation, customs procedures, or other circumstances reasonably beyond Allbiotech’s control.

Any modification requested by the customer after confirmation of the order may affect the agreed price and delivery time.

3. Warranty

3.1. Commercial warranty

Unless otherwise expressly stated in writing, Allbiotech offers a commercial warranty of two years from the date of delivery for new equipment purchased for professional use.

The warranty covers defects in materials, manufacturing or assembly that prevent the product from performing according to its documented specifications, provided it is used normally and in accordance with its intended use.

Any mandatory statutory warranty applicable to customers who qualify as consumers will remain fully in effect.

3.2. Warranty exclusions

The commercial warranty does not cover failures or damages resulting from:

  • Normal wear and tear.
  • Improper use or operation outside of documented product specifications.
  • Improper installation when requirements provided by Allbiotech have not been followed.
  • Improper sterilization, cleaning, handling or storage.
  • Exposure to incompatible chemicals, inappropriate environmental conditions, or unsuitable external supplies.
  • Electrical failures, surges or problems derived from infrastructure external to the equipment.
  • Accidents, impacts, flooding, or other external causes.
  • Modifications, repairs or disassembly carried out without authorization from Allbiotech.
  • Use of incompatible third-party components or accessories.
  • Failure to comply with the maintenance operations expressly indicated in the product documentation.
  • Aesthetic deterioration that does not affect the functionality of the equipment.

The warranty does not cover the normal consumption or wear of consumable components or components subject to wear, such as tubing, filters, gaskets, O-rings, peristaltic pump tubing, or other components expressly identified as consumables.

A component’s classification as a consumable does not exclude warranty coverage for a defect present at delivery.

3.3. Warranty requests

To request warranty assistance, the customer must contact Allbiotech and provide, when available:

  • Product serial number.
  • Proof of purchase or order reference.
  • Description of the problem.
  • Photographs, videos, screenshots, logs or other diagnostic information that Allbiotech may reasonably request.

Allbiotech may request that reasonable diagnostic testing be performed before requiring the return of the equipment.

No equipment must be sent to Allbiotech without prior authorization and return instructions.

3.4. Resolution of warranty issues

When a defect covered by warranty is confirmed, Allbiotech will proceed, as appropriate, to:

  • Repair the affected product or component; or
  • Replace the affected product or component.

When neither of these options is reasonably possible, an alternative solution may be agreed in accordance with the contract and applicable law.

Components replaced during a warranty repair will remain covered for the remaining warranty period of the original product, unless applicable law establishes otherwise.

Repairs covered by warranty will be carried out at no cost to the customer in relation to the covered defect.

If inspection determines that the reported issue is not covered by warranty, Allbiotech will inform the customer before carrying out any repair that involves a charge.

4. Delivery and shipping

4.1. Delivery conditions

The estimated shipping date and delivery conditions will be indicated in the offer or order confirmation.

Transit times depend on the destination, carrier, customs procedures, and shipment characteristics. They are therefore estimates unless expressly guaranteed otherwise in writing.

Tracking information will be provided whenever available.

4.2. Risk, transport and insurance

For professional clients, the responsibility for transport, risk and insurance will be determined according to the delivery conditions or Incoterm agreed for the order.

Where transport is managed by Allbiotech, the conditions applicable to transport and insurance may be specified in the offer or order confirmation.

Where the customer is legally considered a consumer, the transfer of risk will be governed by applicable mandatory consumer law.

4.3. Inspection at the time of delivery

The customer must inspect the shipment upon receipt.

If the outer packaging has visible damage, the following steps are recommended:

  • Record the damage in the carrier’s delivery documentation.
  • Photograph the packaging before opening it.
  • Inform Allbiotech as soon as reasonably possible.

The customer must also check the contents of the shipment with respect to the documentation supplied.

Rapid communication of damage during transport makes it easier to manage the incident with the carrier. The lack of immediate communication will not in itself mean the loss of mandatory legal rights that may correspond to the client.

4.4. Delivery address

The customer will be responsible for providing a complete and correct delivery address, as well as communicating any access restrictions or special delivery requirements before shipping.

Costs arising from a redirection requested by the customer or incorrect information provided by the customer may be passed on to the customer.

4.5. International shipping, customs and import

Unless otherwise expressly agreed in writing, customers located outside the European Union will be responsible for:

  • Import tariffs.
  • Taxes applicable to imports.
  • Local customs procedures.
  • Permits or documentation required in the destination country.
  • Other charges imposed by local authorities.

The Incoterm or delivery conditions established in the offer or order confirmation will determine the respective responsibilities of Allbiotech and the customer.

If a shipment is rejected because the customer does not complete import formalities or pay the amounts for which they are responsible, the resulting transport, customs, storage, or return costs may be deducted from any refundable amount where legally permitted.

5. Returns and cancellations

5.1. Professional and institutional customers

Unless otherwise expressly agreed in writing, purchases made within the framework of a professional, institutional or business activity do not include an automatic right of return or refund due to a change of mind.

In particular, the following do not, in themselves, constitute grounds for a return or refund:

  • The lack of use of the equipment after its delivery.
  • A subsequent change in the customer's needs, projects or priorities.
  • The product failing to meet expectations that are not part of the expressly agreed specifications, functionality, or terms.
  • The failure to obtain certain experimental, biological or process results when the equipment performs according to its specifications.
  • Communication of these circumstances weeks or months after delivery.

The lack of use of the equipment or communication with Allbiotech during a certain period does not extend the applicable deadlines nor does it subsequently generate a right of return or refund.

The above does not limit the customer’s right to report and request repair of an actual defect covered by warranty.

Allbiotech may exceptionally accept a voluntary return, which must be previously authorized in writing and will be subject to the conditions communicated for each case.

5.2. Customers who qualify as consumers

When the customer is legally considered a consumer and a legal right of withdrawal is applicable, this may be exercised within the period established by the applicable legislation.

There may be legal exceptions, including those relating to goods manufactured in accordance with the customer's specifications or clearly personalized.

Nothing in these terms limits the mandatory rights available to consumers.

5.3. Condition of voluntarily returned products

When Allbiotech accepts a voluntary return, the product must generally be:

  • Complete.
  • Free from damage other than that expressly accepted by Allbiotech.
  • Accompanied by all accessories and components originally included.
  • Properly cleaned and, where appropriate, decontaminated.
  • Properly packaged to ensure safe transportation.

Allbiotech may reduce or reject a voluntary refund when the returned product is incomplete, damaged or has suffered a loss of value attributable to the customer, always within the limits permitted by applicable legislation.

5.4. Refunds

When a return or cancellation is accepted, the corresponding amount of the refund will be communicated to the customer.

For voluntary B2B returns, reasonable costs associated with transportation, inspection, reconditioning, replacement packaging, or restocking may be deducted, provided these costs were communicated as part of the return authorization.

Mandatory refunds to consumers will be processed in accordance with applicable legislation.

6. Packaging

The customer must retain the original packaging supplied with the bioreactor, as it is designed to allow its safe transport in the event that it is necessary to send it for inspection, maintenance or repair.

If the original packaging is unavailable, the bioreactor must be shipped in alternative packaging approved in advance by Allbiotech.

If new specialized packaging is needed for safe transportation, the associated costs may be passed on to the customer where Allbiotech is not required to bear them under the warranty or applicable law.

The absence of the original packaging will not in itself invalidate the warranty.

7. Cleaning and decontamination before a return

Any equipment or component that has been exposed to biological material, culture media, chemicals or other potentially hazardous substances must be adequately cleaned and decontaminated before being returned to Allbiotech.

Allbiotech may request a decontamination declaration from the customer before accepting the shipment.

Allbiotech reserves the right to refuse or postpone inspection, repair or maintenance when the equipment may represent a biological, chemical or physical risk to personnel.

Costs arising from inadequate cleaning, decontamination or packaging may be passed on to the customer when legally possible.

8. Liability

Allbiotech will be responsible for supplying equipment in accordance with the specifications and conditions agreed for each order.

To the maximum extent permitted by applicable law, Allbiotech will not be liable for indirect or consequential damages arising from the use or inability to use the equipment, including loss of production time, experimental material, data, income or expected results, except where such liability cannot be excluded legally.

The customer will be responsible for:

  • Selecting suitable equipment for the intended application.
  • Operating the equipment in accordance with its documentation.
  • Maintaining appropriate laboratory infrastructure and conditions.
  • Protecting and backing up experimental data where applicable.
  • The design, execution, and scientific outcome of their biological or experimental processes.

A biological or experimental process failing to achieve the expected result does not, in itself, imply a defect in the equipment.

Nothing in these conditions will exclude or limit liability when such exclusion or limitation is prohibited by applicable legislation.

9. Modifications to these conditions

The version of these conditions applicable to each order will be the one in force at the time of confirmation of the order, unless different conditions are expressly agreed in writing.

Allbiotech may update these general conditions for future orders as its products, services or applicable legislation evolve.

10. Contact

For warranty requests, queries related to shipping or return requests:

Allbiotech S.L.
Email: info@allbiotech.eu

Whenever possible, the product serial number and order reference must be indicated.