Terms and Conditions
1. Introductory provisions
These terms and conditions (hereinafter referred to as “T&C”) are the T&C which apply when customers access the website neogenesis.eu (hereinafter referred to as “Webpage”), or place an order to purchase any of the products made available on the website neogenesis.eu
2. Change of the T&C
We reserve the right to change or modify these T&C for legal, regulatory or security reasons at any time. Whilst we will flag changes on the Webpage and/or send emails in relation to major changes, it is your responsibility to check the T&C for changes. If you do not agree to any of the T&C then you can simply stop using the Webpage at any time. If you have any questions, concerns, or comments about our T&C please email us at customerservice@neogenesis.eu.
3. Webpage Content
All rights, titles, interests, and content displayed on the Webpage (“Content”) is owned or controlled by NeoGenesis, Inc., USA, affiliates and licensors, and is protected by USA, EU and international copyright, trademark, patent, or other intellectual property laws. CITTRON IPS sro. EU, owns the copyright in the selection, compilation, assembly, arrangement, and enhancement of the content on the Webpage.
4. Use of the Webpage
Subject to your compliance with these T&C, we grant you permission to download, display, view, use, and/or print sections of the Webpage for your personal, non-commercial use only. Any other use is strictly prohibited without prior approval of NeoGenesis, Inc. or CITTRON IPS sro.
5. User Restrictions
You are prohibited from posting or transmitting any material to or from the Webpage that is:
- (a) Threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience
- (b) For which you have not obtained all necessary licenses and/or approvals;
- (c) Which constitutes or encourages conduct that would be considered a criminal offense, gives rise to civil liability, or otherwise be contrary to the law, or infringe the rights of any third party, in any country in the world; or
- (d) Which is technically harmful, including, without limitation to, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data.
6. Product and Pricing information
Price and availability information is subject to change at any time, without notice and at our sole discretion. We make no representations or warranties about the accuracy or completeness of the information on the Webpage. There may be information on the Webpage that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the Webpage is inaccurate. We have made every effort to display product colors as accurately as possible, however, we cannot guarantee the display of any such color on your computer monitor or device will be accurate. You are responsible for payments due for any products ordered on the Webpage. If we do not receive payment from your credit issuer or its agents, you agree to submit the payment to us in full. You shall be responsible for any costs of collection for overdue payments. Your purchases shall be subject to governmental taxes.
7. Payment methods
• Debit, Credit cards – After you create an order, you are redirected to a secure payment gateway (PayPal or Stripe), where you will enter the necessary payment data. This method of payment of the purchase price is considered an advance payment. We would also like to inform you that our employees do not have access to the data of your card. All is exclusively in the hands of the payment gateway provider (PayPal or Stripe).
• Banking wire – After you create an order, you can find the necessary bank data where to wire. This method of payment of the purchase price is considered an advance payment.
• PayPal – after you create an order, you are redirected to a secure PayPal gateway, where you log in to your PayPal account to complete the purchase. We would like to inform you that e-shop neogenesis.eu does not have access to your PayPal account, or any other information related to your PayPal account.
To protect you and CITTRON IPS sro. from fraud, we only ship products to confirmed PayPal addresses linked with your PayPal account. If you are not sure if your address is confirmed, please visit the PayPal link provided and follow the steps to verify your address is confirmed.
8. Shipment and delivery
We are doing our best to ship each delivery as soon as possible. For delivery times, please allow approximately 7-14 business days after shipment. For Next Day Delivery you can receive more detailed information on the tracking page of the delivery service. The inventory status may change before we ship your order. For your consideration, if we are no longer able to ship the product you ordered, we will contact you by phone or email. From time to time there might be such situations like natural disasters and calamities which can affect the delivery process. We will contact you if your order is delayed due to natural disasters or calamities.
We are dispatching the goods within Europe only (exceptions are allowed by prior agreement) .
9. VAT
We are charging VAT for merchandise ordered on our Webpage based on Slovak Republic VAT rate (exceptions are valid for companies only according confirmed VAT within the EU).
10. Cancellation and Seller´s liability for defects
10.1. Contract cancellation
With respect to the right to cancel the contract, the consumer must inform the seller about their decision to do so, i.e. the CITTRON IPS s. r. o. having its registered at 59 Pluhova street, Bratislava, Slovak Republic, EU; company registration number 51 927 969, VAT EU Number: SK2120843439, customer service line: +421 950 481 888 or via e-mail to customerservice@neogenesis.eu as a unilateral legal act (e.g. in a letter sent via a provider of postal services or e-mail). To meet the deadline for the cancelation of the contract, the written cancelation notice must be sent prior to the expiry date of the 14-days period.
According to the directive 2011/83/EU of the European Parliament and the Council, after opening a cosmeceuticals, skin care or hair care product you are not entitled to a complaint or a financial refund because it is the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Should the consumer cancel the purchase contract before unsealing a product, the seller shall refund the price paid without an undue delay, but in any event within 14 days of the day of receipt of the contract cancelation notice, along with all delivery charges (with the exception of additional costs incurred due to the selection of a delivery method which is different from the cheapest standard delivery method offered by the seller). The seller shall make the refund using the same payment method that the purchaser used for the initial transactions, unless explicitly stated otherwise by the consumer. The seller shall make a refund once the seller has received the returned goods. The consumer must return the goods without an undue delay, but in any event within 14 days of the date of contract cancelation. Consumer shall bear the direct and indirect cost of returning the goods. The aforementioned deadline is thought to be complied with as long as the consumer sends the goods back to the seller prior to the expiry of the 14-day period. The consumer shall be responsible for the reduction in the value of the goods caused by the wrong handling of the goods in a manner which exceeds the acceptable familiarization with nature and properties of the goods, including their function. The consumer is not entitled to cancel the contract in the event of partial consumption of the goods.
We do not allow exchanges or refunds for any products which you have an allergic reaction too. If you do experience an allergic reaction cease use. CITTRON IPS sro. is not responsible for any individual reaction to any particular ingredient. It is the customer’s responsibility to know which products or ingredients he or she is allergic to. We cannot verify evidence of an adverse reaction with an online customer due to their inability to present in person.
A client must take reasonable care of the product prior to return. For product return, please use address below:
CITTRON IPS s.r.o., Pluhova 59, 831 03 Bratislava, Slovak Republic, E.U.
10.2. Seller´s liability for defects
The seller guarantees to the purchaser who is the consumer that the goods, upon takeover, are free from defects. The seller in particular guarantees to the purchaser that, upon takeover, the goods is free from defects.
In type, quantity, quality, other characteristics and packaging, shall correspond to what can be deemed to have been agreed.
Except where something else can be deemed to have been agreed, the goods shall:
- be fit for the purpose for which such goods are ordinarily used;
- conform to the particular purpose for which the goods were intended, if the seller must have known of this purpose at the conclusion of the sale and if the seller had not before the conclusion of the sale informed the buyer that the goods possibly do not conform to the intended purpose;
- conform to what has been represented by the seller and possesses the characteristics which the seller has implied by way of a sample or model;
- be packaged in a manner that is usual or otherwise appropriate, if packaging is necessary to preserve or protect the goods; as well as to durability and otherwise, correspond to what a consumer ordinarily may expect in the purchase of such goods.
- in their characteristics conform to the requirements set by law, decree or official decision, unless the buyer intended to use the goods for a purpose where the said requirement is of no significance.
If the goods do not conform to paragraphs 1-5 they are defective. However, the buyer shall not invoke as a defect any circumstances that the buyer must have known of at the conclusion of the sale. In addition, the buyer shall not invoke as a defect any circumstances arising from the materials that the buyer has supplied for the manufacture of the goods, except if there has been negligence on the part of the seller.
The purchaser is entitled to lodge a complaint regarding these defects within 14 days of takeover of the goods.
The purchaser is entitled to lodge a complaint regarding these defects within a reasonable time after he/she discovered or ought to have discovered the defect. However, the notice of defect may always be given within 14 days of the buyer’s discovery of the defect.
Should a defect become apparent within 14 days of takeover, it is assumed that the defect existed at the time of takeover.
The buyer has the right to request that the seller rectify the defect or deliver non- defective goods. Such rectification shall be performed within a reasonable time and so that the buyer does not thereby incur significant inconvenience. However, the seller shall not be liable to rectify the defect if there is an unavoidable barrier to the same or if this would cause unreasonable costs. In this context, special attention shall be paid to the significance of the defect and the value of the goods, had these conformed to the contract, and to the issue whether the rectification can be performed in some other manner without causing significant inconvenience to the buyer.
Even if the buyer does not require that the defect be rectified or that non-defective goods be delivered, the seller shall, at its own expense, have the right to perform such rectification if it offers to do so without delay after the buyer has notified it of the defect. The buyer shall have the right to refuse rectification of the defect if that would cause him/her essential inconvenience or a decrease in the value of the goods.
If the rectification of the defect or the delivery of non-defective goods is out of the question, the buyer shall have the right to:
- demand a price reduction proportionate to the defect or
- cancel the contract, except if the defect is of minor significance.
If it is evident that the goods do not show the properties and quality agreed upon between the parties, the consumer shall bear any direct and indirect costs of the return of the goods of the defective goods to the seller, and back to the customer.
The rights arising from product defects can be asserted at the following address of the seller:
For sending the goods:
CITTRON IPS s.r.o., Pluhova 59, 831 03 Bratislava, Slovak Republic, E.U.
11. E-invoicing
Upon shipment, the customer receives a confirmation email with an e-invoice which can be downloaded at any time. The e-invoice is also accessible from the customer’s account, or it can be obtained per request at customerservice@neogenesis.eu.
12. We appreciate your feedback
We are striving to continuously improve the quality of service we provide to our customers. Your satisfaction is our top priority. To provide excellent service, we would appreciate your comments and suggestions. Please feel free to contact our customer line on phone No. +421 950 481 888, or email: customerservice@neogenesis.eu
13. Security and Privacy Guarantee
To read it please visit our sub-website https://neogenesis.eu/security-and-privacy-guarantee
14. Return Policy
If the returned goods are incomplete, damaged or visibly used, the seller may claim damages or to refuse a reimbursing.
Products can be returned in a 14-days period, which starts from the day after you receive your order.
We are exchanging products excluding open or partly used skin and hair care items, cosmeceuticals or products from special offers and sales. Please, write to us before any returns/cancellations.
According to the directive 2011/83/EU of the European Parliament and the Council, after opening the cosmetic product you are not entitled to a complaint or a financial refund because it is the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were fully opened & unsealed after delivery.
We do not allow exchanges or refunds for any products which a customer has an allergic reaction as well.
Please return your products to us within 14 days of your notice to the following address:
CITTRON IPS s.r.o., Pluhova 59, 831 03 Bratislava, Slovak Republic, E.U.
Of an accepted claim, your money will be refunded within 14 business days after receiving of a returned package. The consumer shall bear any direct and indirect costs of the return of the goods. Returned products need to be in its original packaging and unused.
If you find products in your order damaged, or dysfunctional please contact us directly by telephone +421950481888 or email: customerservice@neogenesis.eu or via the post address:
CITTRON IPS sro., Pluhova 59, 83103 Bratislava, Slovak Republic, EU.
In such case you have 14 days period to return these products and get refund or replacement. This period starts from the day you receive the order. We may require photographical evidence regarding to any damages or dysfunctionalities to support claims for damages.
15. Shipping info
We are doing our best to dispatch each delivery as soon as possible. We will normally pack and ship your order within 1 business day from the time of your order.
For normal delivery times, please allow approximately 7-15 business days after dispatch.
Next Day Delivery takes app. 1-2 business days after dispatch.
The inventory status may change before we ship your order. If we are no longer able to ship the product you ordered, we will contact you by phone or email.
From time to time there might be situations like natural disasters and calamities which can affect the delivery process. We will contact you if your order is delayed due to these reasons.
Valid from 18th of April 2024.