Rules

PRIMABIOTIC.co.uk online shop, operating at www.primabiotic.co.uk, is operated by:

Natubay Sp. z o.o.

Based in Konin at Hurtowa St. 2, 62-510 Konin, registered in the register of entrepreneurs kept by the District Court in Poznań under KRS number: 0000671480, VATIN number GB447162295, e-mail address: [email protected].

Glossary:
Shop – an online shop operating at https://primabiotic.co.uk, selling the goods it offers via the Internet;
Working days– all days of the week from Monday to Friday, excluding public holidays;
Order processing time-The time it takes for the Store to complete the order and pass it to the distributor for packaging and shipment by the delivery method selected by the Customer;;
Customer– natural or legal person making purchases from the Store with or without registration;
Customer account– Database containing customer’s data for processing placed orders, order history, customer preferences for selected functionalities of the store, data on order payments and overpayments
Bank transfer – payment method made by customer at the Bank, through an online bank account, stationary bank facility or at the post office;
Online payment– payment method made by the customer through the PayU service;
Card payment – payment method by credit card online via PayU.

1. Receiving and processing orders
   The shop sells goods and services via the Internet. The Shop publishes information about the goods on the website www.primabiotic.co.uk. The Customer may contact the Store by e-mail, by sending a message to: [email protected].
   1. Orders from Customers are accepted via the website www.primabiotic.co.uk, immediately after placing the order the Customer is notified by e-mail that the Shop has received the order and began its verification.
   2. The conclusion of the sale agreement between the Shop and the Customer takes place after the Customer places an order.
   3. In the order the costumer:
   a. makes a selection of ordered goods
   b. specifies the method of delivery and the address to which the proof of purchase (invoice or receipt) is to be issued (these may be different addresses),
   c. chooses a payment method
   4. The shop will begin processing the order after receiving payment for the ordered goods (does not apply to COD orders).
   5. If the payment for goods is not received within 7 days, the Store will not accept the order made by the Customer.
   6. The order will be fulfilled provided that the goods are in stock or available from the Store’s suppliers. In case some goods included in the order are unavailable, the Customer is informed about the status of the order and decides how to proceed (partial fulfilment or cancellation of the whole order and refund if the order was prepaid)..
   7. If the goods are unavailable (no goods in stock or from the Store’s suppliers) and it is not possible to fulfil the Customer’s order, the Store will inform the Customer that the order placed by the Customer cannot be fulfilled. If the Customer has paid for the goods – the Shop will refund the Customer the amount due for the goods, within 14 (fourteen) calendar days of cancelling the order.
   8. Once the order has been verified, the Shop will send an email to the Customer’s address:
   a. with confirmation of accepting one or more individual offers for the Products, made as part of the order and confirming the conclusion of the sales agreement;
   b. with information about the inability to accept all offers for products placed under the order for the reasons indicated in paragraph I, subsection 5 (non-payment);
   c with information about the inability to accept some or all offers for products placed under the order for the reasons indicated in paragraph I, subsection 6 and 7 (unavailability of goods);.
   9. The contract of sale agreement is concluded as soon as the Store confirms acceptance of the order for fulfilment, i.e. the delivery of the email referred to in Paragraph I, subsection 8a to the Customer.
   10. A limited number of goods are reserved for promotional sale, and orders are processed in the order in which confirmed orders are received, until the stocks covered by this form of sale are exhausted.
   11. Proof of purchase is issued for each order – a receipt or a VAT invoice.
2. Changes to orders
   1. Customer can make changes to the order until it’s fulfilled i.e. until the order is handed over for shipment. Customer is allowed to cancel placed order until it’s shipped
   2. To make changes stated above please contact our Customer Service via e-mail [email protected].
   3. Modifications to orders related to changes of: customer’s address, delivery address, and those containing overpayment refund will be accepted for handling only if the request is given through the contact form on primabiotic.co.uk.

III. Prices of goods
1. All prices of goods on the Store’s website are in British pounds and include VAT.
2. The price shown next to each item is valid at the time of placing an order by customer
3. The Store reserves the right to change prices of goods offered at the Store, to introduce new goods to the Store’s offer, to carry out and cancel promotional actions on the Store’s websites or to introduce changes to them. These right shall not affect the prices of goods in orders placed before the effective date of change in pricing, the terms of promotional campaigns or sales.

1. Order processing time
   1.  The estimated time to ship and deliver an order is 2 working days. This is the time that passes from the acceptance of the order for processing to the shipment of the package from the warehouse by the form of delivery chosen by the customer. Only working days are considered. An order for goods with different lead times is shipped when the entire order is completed, the shipping date is determined by the goods with the longest lead time. The store starts processing the order after receiving the payment for the ordered goods (does not apply to COD orders).

Note: During promotional campaigns, the delivery time may be extended.

2. Orders are delivered via a selected courier company to the address specified by the Customer
3. Deliveries can be made by:
• Parcel Company DPD*
• Royal Mail

Huboo fulfilment is responsible for storage, packaging and shipment of your orders.
Primabiotic does not take liability for delivery delays caused by it’s distributor or Parcel companies

*except for the postal codes mentioned below in a footnote in Paragraph V, subsection 1. These locations can only choose RoyalMail for delivery

1. Cost of delivery
   1. We offer Free Shipping* ( UK Mainland) for every order.*exclude Highlands postcodes (IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17- 26, PH30-44, PH49-50, ZE), Northern Ireland, Channel Islands, Isle of Man and Isle of Wight. These locations have an additional charge of 9,99 Pounds.
2. Damage caused during transport.

For customers:

1. If the ordered products are delivered with obvious damage caused during transport, we ask you to report such a damage to the courier as soon as possible and to contact us.
2. A delay in making such a complaint or contacting us has no consequences for your rights and their fulfilment.
3. Faster report, however, helps us to pursue our claims against the parcel company or our distributor.

VII. Right of cancellation

1. A customer who is a consumer may cancel goods purchased from the Shop without a justification within 14 days of receiving their goods. To be able to exercise your right of withdrawal, you must inform us Natubay Sp. z o.o. Poznańska 46C, 62-510 Konin, email: [email protected]. Please write about your decision to withdraw from this contract by an unequivocal statement via email. You may use the template of refund form, but this is not obligatory.
   You may also fill in and submit a withdrawal form or any other unequivocal statement electronically on our website www.primabiotic.co.uk. If you use this option, we will send you an confirmation of receiving your notice of withdrawal on a durable media (e.g. by e-mail) without any delay.
   To meet the withdrawal deadline, it is sufficient for you to send your notice regarding the exercise of your right of withdrawal before the withdrawal period has expired. To meet the withdrawal deadline, it is sufficient for you to send your information concerning the exercise of your right of withdrawal before the expiry of the withdrawal period. A model of withdrawal form is available at this link: .Form of Withdrawal
2. The Shop will refund the payment for the cancelled goods immediately, but no later than within 14 days from the date of receipt of the Customer’s declaration of withdrawal from the contract. The Shop will refund the payment using the same means of payment as those used by the Customer in the original transaction, unless they have expressly agreed to a different solution.
   The shop is obliged to return to the consumer all payments incurred by them, including the costs of delivery of the goods (at the rate of the cheapest method of delivery offered by the shop).
   3. The shop is obliged to collect the product from the customer no later than 14 days from the day on which they have withdrawn from the contract. The shop shall bear the costs of return.

Effects of cancellation

If you withdraw from this contract, we shall refund to you all payments received from you, including the costs of delivery of the goods (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive type of normal delivery offered by us), immediately and in any case not later than 14 days from the day on which we are informed of your decision to exercise your right of withdrawal from this contract. We will refund the payment using the same means of payment as you used in the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any charges in connection with this refund.

VIII. Methods of payment 
1.When placing an order, you can pay for the ordered goods with following methods:
• Credit Card
• PayPal
• Google Pay
• Instant bank transfer
• Bank transfer
2. Our banking details:

NatubayUK

Commerzbank

IBAN: DE55 2004 0000 0548 9505 00 BIC: COBADEFFFXXX

3. For selected products, the shop reserves the right to exclude certain delivery methods or forms of payment for orders.
4. Returns and complaints
   1.To file a complaint please contact us via email: [email protected]
   Our Customer Service is at your disposal from Monday to Friday from 7 a.m. to 3 p.m.IMPORTANT: PLEASE SEND ANY FAULTY OR DAMAGED PRODUCTS TO THE FOLLOWING ADRESS:

   Huboo Returns
   Unit 1
   Vertex Park South
   Emerson’s Green
   BS16 7LB

   ANY PARCELS YOU SEND TO HUBOO MUST HAVE „Huboo Ref 13021” QUOTED FOR YOUR COMPLAINT TO BE CONSIDERED

Complaints:
1. The shop is obliged to deliver goods to the customer without any defects.
2. If the sold product is not in accordance with the contract, the Customer may:
a. make a declaration to reduce the price or withdraw from the sales agreement, unless the Shop replaces the defective product with a correct one or removes the defect immediately and without excessive inconvenience for the Customer. The Customer may not withdraw from the agreement if the Product defect is insignificant;
b. demand that the Product be replaced with a proper one or that the defect be removed.
3. If the Customer is a consumer, he or she may, instead of the repair of the defect proposed by the Store, demand the replacement of the Product with a defect conforming with the contract or demand the removal of the defect instead, unless it is impossible to make the Product conform with the contract in the way chosen by the Customer or it would require excessive costs compared with the way proposed by the Store. When assessing the excessiveness of the costs, the value of the Product, the type and significance of the defect found and the inconvenience to which the Customer would be exposed.
4. The Shop is liable under the warranty if the goods are found not to be in accordance with the contract before the end of two years from the date of delivery of the Product to the Customer. A claim for removal of a defect or replacement of the Product in accordance to the contract is due within two years from the date of identifying the defect, however, in the case of an Order placed by a Consumer – this period cannot end before the expiry of the period referred to in the first sentence.
5. Complaints are processed within 14 days from the date of submission. The customer will be informed of the status of their complaint by email

1. Personal data
   1. By placing an order in the Shop, the Customer agrees that their personal data may be included in the database and processed for the purpose of fulfilling the contract.
   The provision of personal data by the Customer is necessary for the Shop to process the order. The Customer is solely responsible for providing false personal data.
   2. Personal data are protected in accordance to General Data Protection Regulation (GDPR) in such a way that third parties cannot gain access to them.
2. Closing statements
   6. Shop can make a change to these Rules in the event of one or more of the following important reasons:
   a. A change in the law regulating the sale of products or provision of online services by the shop affecting the mutual rights and obligations set out in a contract concluded between the customer and the shop
   b. A change in the way in which services are provided due to technical or technological reasons;
   c. A change to the range or provision of services to which the Terms and Conditions apply, through the introduction of new, modification or withdrawal by the Shop of existing functionalities or services covered by the Terms and Conditions.
   9. If changes are made to the Terms and Conditions, the Shop will make the unified text of the Terms and Conditions available through publication on the Shop’s website and by means of a message sent to the e-mail address provided by the Customer at the time of concluding the contract. The Parties this as introduction of information to the means of online communication in such a way that the Customer could acknowledge its content.
   10. The change to the Terms and Conditions shall take effect 14 days from the date of sending the information regarding the change.

IX. Reviews

1. REVIEWS IN THE ONLINE STORE
   1.1. The Customer of the Online Store has the possibility to write a voluntary and free of charge review about purchases made at the Online Store. The review may also be a rating or a photo of the purchased product in the Online Store.
   1.2. After completing purchases in the Online Store, the Seller provides the necessary data to create an email invitation to the company handling the survey process. The dispatch of surveys and the process of collecting opinions through forms are fully managed by TrustMate SA, located at Bartoszowicka 3, 51-641 Wrocław. TrustMate SA sends the customer an email requesting a review along with a link to an online form allowing its submission. The online form enables responses to the Seller’s questions regarding purchases, their evaluation, the addition of a personal description of the review, and the inclusion of a photo of the purchased product. In the event of not providing an opinion after receiving the first invitation, TrustMate may resend the invitation.
   1.3. A review can only be added by a customer who has made a purchase in the Seller’s Online Store.
   1.4. Reviews written by the Customer are published by the Seller in the Online Store and on the TrustMate.io business card.
   1.5. Writing a review may not be used by the Customer for unlawful acts, in particular acts constituting unfair competition against the Seller, or actions that violate personal interests, property rights, intellectual rights, or any other rights of the Seller or the third parties.
   1.6. A review can only be made to actually purchased products in the Seller’s Online Store. It is prohibited to create fictitious/sham sales contracts in order to make a review. Neither the Seller nor its employees can be the authors of reviews, regardless of the basis of employment.
   1.7. A submitted review can be removed by its author at any time.