These Terms and Conditions apply to all sales of products and services provided by Neoreax, Lda. (“Neoreax”), including any advice or information offered, whether paid or not, unless explicitly agreed otherwise in writing. These terms take precedence over any other terms submitted by the customer or implied by trade, custom, or previous dealings.
Use of this website, submission of orders, or engagement with Neoreax representatives implies full acceptance of these terms.
Customer Responsibilities and Product Use
Products supplied by Neoreax are intended for institutional, professional, and research use only. Customers must use all items in accordance with manufacturer specifications and relevant documentation. The customer bears full responsibility for evaluating the suitability, compliance, and performance of the products for their intended application.
Neoreax shall not be held liable for any misuse, repurposing, or application in sectors requiring specific regulatory approvals, including but not limited to pharmaceutical, medical, or food-related environments. Products must not be used as active pharmaceutical ingredients (APIs) unless explicitly agreed and compliant with applicable legislation.
Customers are responsible for complying with all applicable laws, health and safety regulations, and best practices in the handling, transport, and disposal of the products.
Order Confirmation and Acceptance
All quotations, offers, and product availability are subject to confirmation. A contract is only deemed to exist once Neoreax confirms acceptance of the order in writing. Any special conditions included in the written confirmation form part of the agreement between Neoreax and the customer.
Neoreax may suggest or deliver alternative products where necessary (e.g. technical updates, changes in supplier), subject to customer approval.
Prices and Quotations
All prices provided are exclusive of VAT, duties, shipping, packaging, insurance, and any additional handling charges unless otherwise specified. Quotations are valid for 30 days unless otherwise indicated and do not constitute binding offers.
Neoreax reserves the right to adjust prices due to market conditions or supplier changes. Customers will be notified of any price changes prior to dispatch and may confirm or cancel the order accordingly. A minimum order charge may apply depending on the order value and will be communicated where relevant.
Payment Terms
Unless otherwise agreed in writing, full payment is due within 30 calendar days from the invoice date. Late payments may be subject to interest charges at 5% per annum above the applicable base rate.
Customers without an approved credit account or whose credit limits have been exceeded may be required to pay in advance for orders. In such cases, the order will only be processed after confirmation of receipt of payment in full. Neoreax reserves the right to withhold shipment or service delivery until payment has been received.
All invoices must be settled in the agreed currency and within the terms stated. Neoreax also reserves the right to suspend or cancel future deliveries or services if outstanding payments remain unresolved.
Delivery and Shipping
Shipping terms, costs, and methods are determined at the time of quotation or order confirmation. Some products may require specific shipping conditions such as temperature control, special packaging, or equipment handling, which may incur additional costs.
Delivery shall be made to the address specified by the customer. Risk in the goods passes to the customer at the moment of delivery. Unless otherwise agreed, Neoreax is not responsible for delays caused by logistics providers, customs, or force majeure events.
Neoreax may deliver in instalments. Any issues with an instalment shall not affect the remainder of the order.
Receipt and Inspection
Upon receipt of goods, the customer must verify quantities, condition, and packaging. Any visible damage or discrepancy must be reported immediately. Claims for shortages or non-delivered goods must be submitted within 7 days of delivery or invoice receipt, respectively.
Failure to report within a reasonable timeframe may void any related claims.
Returns and Cancellations
Requests to cancel or modify orders must be submitted in writing within 12 hours of order confirmation. After this period, changes may be subject to additional administrative or logistics fees or may not be possible.
Returns are accepted only with prior written authorization and must be requested within 72 hours of delivery. Returned items must be unused, in their original packaging, and accompanied by proof of purchase.
The following items are not eligible for return:
- Opened chemicals, reagents, or diagnostics
- Refrigerated or perishable goods
- Products with expired or short shelf life
- Custom-made or personalized items
- Items not purchased from Neoreax
- Products delivered directly by third-party suppliers
Neoreax reserves the right to refuse any return that does not meet the above conditions or fails inspection. A handling fee may apply for returns due to customer error.
Warranty and Technical Support
All equipment supplied by Neoreax is covered by a two-year limited warranty from the date of delivery, covering only manufacturing defects.
To initiate a warranty claim, customers must contact Neoreax Support and provide a description of the issue along with the invoice number. If the defect is confirmed as warranty-eligible, Neoreax will arrange for repair or replacement at no cost.
Warranty does not apply in cases of:
- Misuse, mishandling, or neglect
- Damage from external causes (e.g. moisture, falls, accidents)
- Unauthorized repairs or modifications
Parts replaced under warranty or service are guaranteed for one year from the installation date. Out-of-warranty repairs may be available for an additional fee, following technical evaluation and acceptance of a quote.
Service Provision
Neoreax will provide services in accordance with agreed specifications, with due care and professional diligence. Adjustments may be made to ensure compliance with regulatory changes or to improve service quality, with prior customer notification when appropriate.
Customers must provide access, information, and any required authorizations to enable service performance. Neoreax is not liable for delays caused by the customer’s failure to meet these obligations.
Limitation of Liability
Neoreax shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of profits, business disruption, or data loss, arising from the supply or use of products or services.
Total liability is limited to the value of the invoice for the products or services in question. This limitation does not apply in cases of death or personal injury caused by Neoreax’s proven negligence or fraud.
Intellectual Property
All trademarks, logos, images, texts, videos, and website content are the exclusive property of Neoreax or its licensors and are protected under applicable intellectual property laws.
No content may be copied, modified, or distributed without prior written consent. Customers shall ensure that the use of any product does not infringe third-party intellectual property rights and shall indemnify Neoreax against any related claims.
Confidentiality
Both parties agree to maintain confidentiality regarding any commercial, technical, or strategic information exchanged during their relationship, except where disclosure is required by law or expressly authorized.
Compliance with Laws
The customer agrees to comply with all applicable local, national, and international laws, regulations, and industry standards relevant to the purchase, use, and distribution of products supplied by Neoreax.
Neoreax reserves the right to terminate any agreement in case of legal non-compliance by the customer.
Data Protection and Privacy
Personal data is collected and processed in accordance with Neoreax’s Privacy Policy. Customer data will not be shared or sold to third parties without explicit consent, except where required by law.
By interacting with Neoreax platforms, users consent to receiving communications about products, services, and updates, unless such consent is withdrawn.
Termination
Neoreax may terminate or suspend any agreement if the customer fails to pay invoices, becomes insolvent, or breaches contractual obligations. Upon termination, all outstanding amounts become immediately payable.
Termination does not affect rights or obligations accrued prior to the termination date.
Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of Portugal. Any dispute arising from the interpretation or execution of this agreement shall be subject to the exclusive jurisdiction of the Portuguese courts.