1. General Provisions
1.1 These terms and conditions apply to all offers, quotes, and agreements between the customer ("you") and Surevia ("we" or "us"), regardless of how they are made, whether online, by email, over the phone, or in person.
1.2 Any terms and conditions proposed by you that conflict with ours are not accepted unless explicitly agreed upon in writing.
1.3 If any part of these terms is found to be invalid, the rest of the terms remain in effect. In such cases, we will replace the invalid part with a valid one that closely reflects its original intent.
1.4 If a situation arises that is not covered by these terms, it will be interpreted in line with the rest of our terms and our general business practices.
1.5 We may update these terms from time to time. The version published on our website at the time you place your order applies to that order.
2. Definitions
2.1 In these terms:
- Customer refers to anyone purchasing products or services from Surevia.
- Diagnostic Tools refers to in vitro diagnostic products, including rapid test kits intended for personal, non-commercial use.
- Business Gifts are items usually given to business contacts as a token of appreciation.
- Days are Monday through Sunday, excluding Dutch public holidays.
- Working Days are Monday through Friday, excluding Dutch public holidays.
- Carrier refers to the shipping provider used for delivery, including UPS and USPS, and any local last-mile partner engaged by them.
- Dispatch / Shipped means the order has been handed over to the Carrier and has received a tracking number.
3. Offers and Pricing
3.1 All offers and quotes are non-binding and valid for 30 days unless stated otherwise.
3.2 An agreement is only official once we confirm your order in writing, including automated order confirmation emails.
3.3 If there is a difference between your order and our confirmation, our written confirmation is what applies.
3.4 Prices listed in quotes, on our website, or in-store include VAT but exclude additional costs like shipping unless mentioned otherwise.
3.5 If a price on our website, in a quote, or in-store contains a clear error, we are not bound to it.
3.6 Discounts or special pricing in an offer do not automatically apply to future orders.
3.7 Where applicable, bundle or promotional pricing is valid only for the full bundle, partial refunds do not imply proportional pricing unless required by mandatory law.
4. Order Fulfillment and Delivery
4.1 We reserve the right to delay or suspend order processing if we have a valid reason to believe there is a financial risk, fraud risk, chargeback risk, or a compliance risk (including sanctions or export restrictions).
4.2 Estimated delivery dates are estimates, not binding deadlines. If there is a delay, we will do our best to keep you informed, but we are not responsible for inconvenience caused by delays outside our reasonable control.
4.3 If something beyond our control prevents us from fulfilling an order (such as natural disasters, supply chain issues, carrier disruptions, or government restrictions), we may pause or cancel the order without compensation. If you already paid and we cancel the order, we will refund the paid amount for the canceled items in accordance with Section 9.
4.4 For in-stock webshop orders, we aim to dispatch within 24–48 hours on Working Days after successful payment and completion of basic order checks. This is an operational target, not a guaranteed service level. Dispatch may take longer during peak periods, carrier disruptions, inventory recounts, address issues, or additional verification checks.
4.5 Orders placed outside Working Days, or after daily carrier cut-off times, may be processed on the next Working Day.
4.6 If an order contains multiple items and one item is unavailable, we may (at our discretion) ship partially, delay shipment until complete, or refund unavailable items.
5. Communication
5.1 We are not responsible for issues caused by communication errors, such as incorrect email addresses, spam filtering, internet disruptions, or other technical failures beyond our reasonable control.
5.2 It is your responsibility to provide accurate contact details so the Carrier can reach you if needed.
6. Shipping and Risk
6.1 We ship internationally using USPS and UPS (and/or their contracted delivery partners). Shipping costs are separate from product prices and are shown at checkout unless agreed otherwise in writing.
6.2 If a delivery estimate is missed, it does not entitle you to compensation, cancellation, or a refund of shipping fees, unless mandatory law requires otherwise.
6.3 Unless otherwise agreed, the maximum delivery time for webshop orders is 30 days.
6.4 We decide the shipping method unless stated otherwise in writing. We may change carriers or service levels if needed to complete delivery, provided this does not materially disadvantage you.
6.5 The risk of loss or damage transfers to you when the package is delivered to your address, a post office, a neighbor (if applicable), an Access Point, or another designated pickup location, as recorded by the Carrier.
6.6 You are responsible for entering a complete and deliverable shipping address. If the Carrier cannot deliver due to an incomplete, incorrect, or non-deliverable address (including missing house number, invalid ZIP code, or restricted delivery locations), you are responsible for any additional shipping or handling costs required to re-ship the order.
6.7 Some carriers and service levels cannot deliver to PO boxes, APO/FPO, “General Delivery”, or certain secure buildings. If you provide such an address and delivery fails, Section 6.6 applies.
6.8 UPS delivery limitations and manual carrier change. In some regions, UPS may not deliver to PO boxes (or may deliver only to certain PO box formats/locations), and UPS service availability may vary depending on the destination address. If you select UPS at checkout for an address that is not supported by UPS (including, without limitation, a PO box or other address type that UPS cannot service), we reserve the right to change the shipment method to USPS (or another suitable carrier) in order to complete delivery. Because this change is performed manually, it may cause a processing and dispatch delay. Such a carrier change does not entitle you to compensation, cancellation, or a refund of shipping fees, unless required by mandatory law.
6.9 When UPS is the Carrier, UPS may deliver to a neighbor, safe place, reception, locker, or UPS Access Point depending on local rules and your UPS preferences. UPS may attempt delivery multiple times, after which the parcel may be held for pickup or returned to sender. You may be able to adjust delivery options through UPS tools such as UPS My Choice, subject to UPS availability and rules. Any changes you request directly with UPS are your responsibility, including any fees or delays caused by those changes. If a signature option is applied (by us or by carrier policy), you must ensure someone is available, or arrange pickup, re-delivery, or alternative options with UPS.
6.10 If a parcel is returned to us because you did not collect it in time, refused delivery, or provided an undeliverable address, we may refund the product value minus any shipping costs incurred, and minus any return or handling costs charged to us by the Carrier, unless mandatory law requires otherwise. If you request re-shipment, you must pay re-shipping costs in advance.
6.11 For international orders, you are responsible for any customs duties, import taxes, brokerage fees, and local handling fees charged by authorities or carriers. We do not control these charges. If you refuse to pay such charges and the parcel is returned or destroyed, Section 6.10 applies.
6.12 Carrier tracking and delivery scans are considered proof of dispatch and delivery status. If you report a missing parcel, you must contact us within a reasonable time after the tracking shows “Delivered” so we can assist with carrier inquiries.
7. Payment
7.1 Payment is required in full before delivery unless otherwise agreed.
7.2 Orders over EUR 500 or Business Gifts may be paid by invoice, with prior written agreement. Invoice payments are due within 14 days.
7.3 Late payments will incur interest, statutory interest for consumers and 1% per month for businesses, plus reasonable collection costs where permitted by law.
7.4 Payment methods include credit cards (Visa, MasterCard, American Express, Maestro) and debit cards, and any other methods shown at checkout.
7.5 If you initiate a chargeback or payment dispute without first contacting us and providing a reasonable opportunity to resolve the issue, we reserve the right to suspend support, refunds, and future orders until the dispute is resolved. This does not limit your statutory rights.
8. Cancellations
8.1 Cancellations are possible only if the order has not yet been shipped. If your cancellation request is received but the order has already been shipped by the time your request is processed, the order is final and cannot be canceled. However, we always strive to accommodate cancellation requests whenever possible, depending on the order’s processing status.
9. Returns and Warranty
9.1 You may request a return for an eligible product purchased through our website within seven (7) days after the delivery date. Your return request must be submitted within this seven-day period and approved by us in writing before the product is returned.
9.2 Return requests submitted more than seven (7) days after delivery are not eligible for return or refund, except where otherwise required by applicable law.
9.3 Products are not eligible for return where:
The product was custom-made or personalized;
The product is perishable or otherwise unsuitable for return;
You agreed before purchasing that the product could not be returned; or
The product has been opened, used, tampered with, or had its seal broken where hygiene, safety, or medical integrity concerns apply.
9.4 All returns must be approved by us in writing and sent to the return address provided in our return instructions. Products returned without prior written approval may be refused.
9.5 Returned products must be unused, unopened, and in their original condition and packaging, including all included materials and accessories.
9.6 If your order qualified for free shipping, a $7 shipping and handling fee will be deducted from your refund. If you paid a shipping charge when placing your order, the original shipping charge is non-refundable, and the $7 shipping and handling fee will not apply. In all cases, you are responsible for the cost of returning the product to us and for any loss or damage that occurs during return shipping.
9.7 Once we receive and inspect the returned product, we will notify you whether the return has been approved. If approved, the applicable refund will be issued to the original payment method within thirty (30) days. For orders that qualified for free shipping, the $7 shipping and handling fee will be deducted from the refund. For orders where shipping was paid at checkout, the original shipping charge will not be refunded.
9.8 Our products are required to meet applicable quality requirements at the time of delivery. You are responsible for determining whether a product is suitable for your intended use and whether its purchase, possession, or use is permitted in your state or jurisdiction.
9.9 The warranty does not cover defects, damage, inaccurate results, or other issues caused by:
Improper use or failure to follow the product instructions;
Improper storage or handling;
Contamination;
Use after the expiration date;
Delayed use after delivery;
Tampering or modification; or
External conditions occurring after delivery, including extreme temperatures, weather exposure, or damage during storage.
9.10 Any suspected defect must be reported to us within thirty (30) days after delivery. You may be required to provide photographs, the product batch or lot number, packaging information, and other reasonable evidence so that we can investigate the issue.
After reviewing the information provided, we may offer an appropriate remedy, which may include replacement, reshipment, store credit, or a refund, as determined by us and subject to applicable law.
10. Use of Diagnostic Tools (Medical Disclaimer)
10.1 Our Diagnostic Tools are intended for personal, at-home screening purposes only, unless explicitly stated otherwise.
10.2 These products are not intended to diagnose, treat, cure, or prevent any disease, and they do not replace consultation with a qualified medical professional.
10.3 Test results are for informational purposes. You are responsible for how results are interpreted and for any actions taken based on them. For confirmation, follow-up testing, treatment, or medical guidance, consult a healthcare provider.
10.4 You are responsible for reading and following the instructions for use, including specimen handling, timing, storage conditions, and interpretation guidance. We are not liable for outcomes caused by incorrect usage, contaminated samples, or deviation from instructions.
11. Ownership and Intellectual Property
11.1 Ownership of goods remains with us until full payment is received.
11.2 You agree to respect any intellectual property rights associated with the products, website content, manuals, images, and trademarks. No rights are transferred to you.
12. Liability and Limitation
12.1 We are not liable for indirect or consequential damages, including lost profits, loss of opportunity, reputational harm, or emotional distress, to the extent permitted by applicable law.
12.2 Our total liability for any claim related to an order is limited to the amount you paid for the specific products giving rise to the claim, unless mandatory law requires otherwise.
12.3 Nothing in these terms limits liability where limitation is not permitted by law, including liability for intent, gross negligence, or statutory consumer rights.
13. Force Majeure (Unexpected Events)
13.1 If we cannot fulfill our obligations due to reasons beyond our control, we may suspend or cancel your order without compensation. This includes supply chain disruptions, transport issues, pandemics, government actions, cyber incidents, or financial default on your part.
14. Privacy and Data Processing
14.1 We process personal data for order handling, payment processing, shipping, customer support, and fraud prevention.
14.2 For details on how we process personal data, retention periods, and your rights, please refer to our Privacy Policy. In case of conflict, the Privacy Policy governs data processing specifics.
15. Legal Matters
15.1 These terms are written in English.
15.2 All legal matters will be governed by Dutch law, excluding the Vienna Sales Convention (CISG).
15.3 Any disputes will be handled by the competent court in the Netherlands, unless mandatory consumer law provides otherwise.
15.4 Surevia is based at Vleutstraat 10, 5298 NE, Liempde, The Netherlands, and registered with the Dutch Chamber of Commerce.