Delivery and payment terms

Who we sell to

We sell exclusively for business purposes: to companies, sole traders and people who are just setting up a food supplement business (for example their own brand). We do not sell to consumers. You confirm this by ticking a box when you order; you can add your company registration number later. If your order or our correspondence shows that you are buying as a consumer, we will not confirm the order.

The minimum order is 25 units of one product (pack). From 1,000 units of one product we prepare an individual price.

How an order works

Order. Send it through the order form or by email to info@fluidlabs.eu. For orders placed on the website, you immediately receive an email confirming receipt, with your order number.
Confirmation. We send you a confirmation by email: availability, lead time, shipping cost, the final amount and a proforma invoice.
Acceptance. The order becomes binding when you accept the confirmation (by replying to the email or by paying the proforma invoice). Until then you can change or cancel it free of charge.
Dispatch. Once your payment has been received, we prepare and ship the products. If you ordered labels, we first print and apply them after receiving your artwork.

The contract is concluded in English or Slovak. We keep a record of your order and repeat its content in the confirmation.

Prices

Prices in the price list and on product pages are per unit, excluding VAT, and depend on the number of units of one product.
Printing and applying the label from your artwork is an optional service at €0.30 per unit excluding VAT, with no set-up fee. Without it, we supply the products without a label.
VAT is added according to the law. Supplies to businesses with a valid EU VAT number in another member state are generally VAT-exempt (reverse charge); we state this on the invoice.
The shipping cost is added as described in the Shipping section below.
The price stated in our order confirmation applies.

Payment

100% in advance by bank transfer, based on the proforma invoice we send with the order confirmation. The due date is stated on the invoice. Payment is in euros.
We start production and dispatch once the payment has been credited to our account.
After receiving payment, we issue a tax document (invoice) and send it by email.

Dispatch time

If the product is in stock, finished products with your label are usually dispatched within 3–5 working days of receiving your label artwork and your payment. Without a label, from receipt of payment.
For larger quantities, for products that are not currently in stock and for contract manufacturing, we state the lead time in the confirmation.

Shipping

We choose the shipping method and cost according to the size of the order and the delivery address. We always state the shipping cost in the order confirmation, before payment. If you do not agree with it, you can cancel the order free of charge.

Order size	How we ship	How the shipping cost is calculated
Smaller orders	by courier in cartons (parcels)	by the number and weight of parcels and the destination country
Larger orders	on pallets by pallet freight	by the number of pallets and the delivery address

Shipping is not included in the product prices and is paid by the buyer. We assess which method suits your order when we confirm it.

We deliver across the EU.

Collection or your own carrier. By arrangement, you can collect the goods in person at Duchnovičovo námestie 1, 080 01 Prešov, Slovakia, or send your own carrier. In that case we do not charge for shipping; we agree the collection date in the confirmation.

Receiving the shipment

On delivery, check that the packaging is not damaged and that the number of parcels or pallets is correct.
If the shipment is damaged, record this with the carrier and send us photos and the order number as soon as possible at info@fluidlabs.eu.

Complaints

Report obvious defects (damaged goods, missing units, a different product, a printing or labelling error) within 5 working days of receipt. Report hidden defects as soon as you discover them.
Send your complaint to info@fluidlabs.eu with the order number, product name, lot number, a description of the defect and photos. Keep the goods concerned until the complaint has been resolved.
We resolve a justified complaint by supplying the missing units, replacing the goods or giving a discount, or by refunding the payment for the defective goods. We will propose the method by email.
The following are not defects: characteristics that correspond to the product’s formula and specification (for example natural differences in colour or taste between batches), and errors in label artwork or text that you supplied to us or approved in the proof.

Responsibility for the label and notification

You place the product on the market under your own brand, so as the brand owner you are responsible for it: for the information on the label, for claims about the product and its advertising, and for the notification of the food supplement before it is placed on the market (in Slovakia to the Public Health Authority of the Slovak Republic, in Czechia to the Ministry of Agriculture, elsewhere under local rules).
We are responsible for the product matching its formula and specification. We prepare the label texts (ingredients, dosage, warnings) according to the formula; if you order printing, we print the label from the artwork you approve in the proof.
The choice of health claims on the label and in advertising is yours. We will advise you on notification and prepare the documents.

Changing or cancelling an order

Until you accept the confirmation, you can change or cancel your order free of charge. If you need to change it after acceptance, let us know as soon as possible. If we have already printed your labels or applied them to the products, we will agree on payment of the costs incurred.

Governing law

Contracts are governed by the laws of the Slovak Republic. Disputes are settled by the competent court of the Slovak Republic.

Contact

Questions about your order, shipping or payment: info@fluidlabs.eu, +421 948 620 749. Details of the seller are in the legal information.

This is a translation; in case of discrepancy the Slovak version prevails.