For Private Customers

Customer of basebulk.com, who is a consumer (a physical individual), has the right within 14 (fourteen) days without giving a reason to withdraw from the contract (“Agreement”) concluded between Buyer and 4Health SIA (“Seller”) for the purchase of goods (“Product”) in online store basebulk.com.

Withdrawal period

• The term for the right of withdrawal expires after 14 days from the date of Product receiving by Customer.
• If Customer has ordered several Products in one order, which are delivered separately, the start period of the right of withdrawal is the day when Customer (or a third party indicated by Customer who is not a carrier) has received the last Products.
• If delivered Product consists of several consignments or parts, the start period of withdrawal is the day when Customer (or a third party indicated by Customer who is not a carrier) has received the last consignment or part.
• For contracts of Product regular delivery, the start period of withdrawal is the day when Customer (or a third party indicated by Customer who is not a carrier) has received the first Products.

How to withdraw

In order to proceed with a withdrawal Customer must inform Seller of the decision to withdraw from the Contract by sending a notice (withdrawal form details below) to sales@pharmamanufacture.eu. After receiving Customer’s notification in electronic form, Seller immediately sends Customer a confirmation to the Customer’s e-mail address.

In order to comply with the withdrawal term, it is sufficient if Customer sends the notice of withdrawal to the Seller before the withdrawal period expires.

Consequences of withdrawal

• If Customer withdraws from Contract, Seller will refund all money paid for Product, including delivery costs (except additional costs if Customer chose a delivery method that is not the cheapest standard type offered by Seller), without undue delay and no later than within 14 days from withdrawal notification sent by Customer.
• If only a part of Product is returned, delivery costs are reimbursed only if a lower fee is applied to the remaining Products of the same order when purchasing them separately than the one that applies when purchasing Products together with Product that is subject to return, and only in an amount equal to the difference in the specified fees.
• Seller transfers the refunded amount to the Customer’s bank account specified in the notice of withdrawal. No funds will be withheld from Customer in connection with the return.
• Seller has the right to withhold the refund until Seller receives Product back or Customer provides confirmation of Product sent back, whichever is done first.

Returning the product

• Customer returns Product to the warehouse address specified in the return and contacts section immediately, but no later than within 14 (fourteen) days after submitting/sending the withdrawal notice.
• The deadline is met if Customer transfers or sends Product to Seller before the expiration of 14 days.
• Customer covers the costs of Product return.
• Customer is responsible for the decrease of Product value if Product was used for other purposes than inspection to clarify the nature, properties and operation of Product. For inspection purposes, Product can be used only to the extent possible in a store.

Return an item

Start by providing some information about your purchase so we can locate your order. This must match the details that you gave to the retailer when you purchased your items.

Information to email for a Private Customer return request

Please send the following details to sales@pharmamanufacture.eu:

• Order date
• Invoice/Order number
• Email
• Phone number
• Your name
• Your surname
• Address
• Postcode
• Quantity & description of items for return
• Reason for return (optional)
• Preferred resolution (refund / replacement) (optional)

For Businesses

1) Return of goods of proper quality (no quality claims)

A legal entity may refuse goods of proper quality and return them to the supplier only if the right of return is expressly provided for in the contract.

You need to notify the supplier via email sales@pharmamanufacture.eu within the deadline and in the manner specified in the contract / PO / offer or order confirmation / general Terms & Conditions, and obtain return instructions (RMA), if applicable.

If this is stated in the contract/terms, it usually also applies that:

• the goods are unopened and seals/packaging are intact;
• labels and batch/lot markings are preserved;
• returns are only possible within X days;
• costs/fees (shipping, restocking fee) are allocated as per the contract;
• the return is processed via an agreed procedure (credit note / replacement / refund).

2) Non-conformity / wrong goods

A legal entity has the right to refuse the goods and to demand replacement, supplier take-back, a price reduction, or contract termination if the goods do not conform to the contract terms.

Non-conformity typically includes:

• wrong goods supplied / wrong specification / wrong concentration / wrong form;
• incorrect labelling, wrong lot/batch, wrong expiry date;
• missing agreed documentation (e.g., CoA), or documents that do not match the batch;
• quantity errors / mix-ups;
• packaging/configuration does not meet the agreed requirements.

You need to notify the supplier in writing and without delay and state:

• PO/invoice number,
• product, quantity, lot/batch numbers,
• what exactly is non-conforming,
• what you require: take-back / replacement / credit note / partial rejection.

If this is stated in the contract/terms, you also need to:

• perform incoming inspection according to the agreed procedure,
• keep the goods and packaging in their original condition until the matter is resolved (do not dispose of them).

3) Quality defects (defect / non-compliance)

A legal entity may assert claims if the goods have quality defects, including latent defects discovered during normal inspection/use.

You need to notify the supplier within the time limits set by the contract or applicable law and provide evidence, such as:

• incoming inspection results / lab test reports,
• photos/videos, delivery/acceptance report, logistics/transport data,
• CoA/certificates and deviations from the specification.

If this is stated in the contract/terms, then:

• return/replacement is possible only if storage rules, temperature requirements, and seal integrity have been respected;
• quality disputes are resolved via the agreed procedure (retention sample, arbitration/third-party lab, allocation of costs).

4) Material breach of delivery terms

A legal entity may refuse the goods (or terminate the supply) in case of a material breach that makes use of the goods impossible or economically unreasonable.

Examples:

• critical delay where the delivery deadline was an essential term;
• breach of temperature/transport conditions for sensitive raw materials;
• packaging damage creating a risk of contamination/spoilage;
• missing mandatory documents/certificates without which the goods cannot be used legally/compliantly.

You need to notify the supplier immediately, document the факт (report/minutes, photos, logistics data), and state the demand: rejection of delivery / take-back / replacement / compensation.

If this is stated in the contract/Incoterms/transport terms, the following are important:

• when risk transfers,
• who is responsible for the carrier,
• who files and how a claim is filed against the carrier,
• notification deadlines for transit damage.

5) Returns under the supplier’s return policy (as a service)

A legal entity may return goods if the supplier voluntarily offers such a possibility (internal returns policy). You need to notify the supplier according to their procedure and meet their deadlines.

If this is stated in the supplier’s terms, restrictions apply:

• condition of the goods, seals, fees, logistics, credit note instead of a refund, etc.

Information to email for a Business return request

Please send the following details to sales@pharmamanufacture.eu (and attach supporting documents, if applicable):

• Order date
• Invoice/Order number and/or PO number
• Email
• Phone number
• Company name
• Contact person name and surname
• Address
• Postcode
• Quantity & description of items for return
• Lot/Batch number(s) (if available)
• Reason for return (proper quality / non-conformity / defect / delivery breach / other)
• Requested resolution (take-back / replacement / credit note / refund / partial rejection)
• Attachments (if applicable): photos/videos, inspection report, lab results, delivery/acceptance report, CoA/certificates, transport/logistics data.