Terms and Conditions

These General Terms and Conditions govern the commercial relationship between Equigerminal, S.A. and its clients in connection with the purchase of products and services offered through our website and other channels.

By placing an order or using our services, you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree, please refrain from using our services.

Equigerminal reserves the right to update these Terms at any time. The version in force at the time of each order shall apply to that transaction.

The entity responsible for the sale of products and services described herein is:

Orders may be placed through the following channels:

• Via our online store at www.equigerminal.org
• By email to info@equigerminal.pt
• By telephone during business hours (Monday–Friday, 09:00–18:00 WET)
• Through an authorised Equigerminal representative or distribution partner

All orders are subject to acceptance by Equigerminal. An order confirmation sent by email constitutes acceptance. Equigerminal reserves the right to refuse or cancel any order at its sole discretion, including in cases of suspected fraud, pricing errors or stock unavailability.

All prices displayed on the Equigerminal website and in official documentation are expressed in Euros (€) and include applicable VAT at the prevailing Portuguese rate, unless otherwise stated.

• Prices are subject to change without prior notice. The price applicable to an order is the price confirmed at the time of order acceptance.
• Shipping costs are calculated separately and displayed at checkout.
• Volume discounts or institutional pricing may be available upon request — contact info@equigerminal.pt.
• Any promotional prices are valid only for the period expressly stated and cannot be applied retroactively.

Equigerminal accepts the following payment methods:

• Bank transfer (SEPA)
• Credit and debit card (Visa, Mastercard)
• Multibanco reference (for orders placed within Portugal)
• Invoice payment — available to pre-approved institutional clients only

For bank transfers, please use the following account details:

Equigerminal ships to mainland Portugal, the Azores, Madeira, and selected international destinations. Delivery times are estimates and not guarantees.

• Mainland Portugal: 1–3 business days after dispatch.
• Islands (Azores & Madeira): 3–7 business days.
• European Union: 3–8 business days depending on destination.
• International: estimated delivery times provided at checkout.

Equigerminal is not liable for delays caused by carrier disruptions, customs procedures, force majeure events, or incorrect delivery addresses provided by the customer.

Diagnostic and analytical services require biological samples to be collected and submitted in strict accordance with Equigerminal's sampling protocols. Failure to follow these instructions may compromise result validity.

• Use only the collection materials provided or approved by Equigerminal.
• Label all samples clearly with the animal ID, date and time of collection, and order reference number.
• Follow the specific storage and transport temperature requirements indicated on the collection kit insert.
• Ship samples on the same day of collection where possible, or as per the specific test's storage guidelines.
• Do not submit samples from animals under antibiotic or anti-inflammatory treatment unless explicitly agreed in advance.

Due to the biological and perishable nature of our products, returns are only accepted in the following circumstances:

• Products received in a damaged or defective condition.
• Incorrect items delivered as a result of a fulfilment error by Equigerminal.
• Products with a manufacture defect confirmed by our quality assurance team.

Claims must be submitted within 48 hours of delivery by email to info@equigerminal.pt, including photographic evidence and the order reference. Claims submitted after this period may not be accepted.

Approved returns must be sent in their original packaging using the pre-paid return label provided by Equigerminal. Refunds or replacements will be processed within 10 business days of receipt and inspection.

In accordance with Portuguese consumer protection law (Decree-Law No. 24/2014), consumers have the right to cancel an order within 14 calendar days of receipt without providing a reason, subject to the following conditions:

• The product must be returned in its original, unopened and undamaged condition.
• The right of withdrawal does not apply to personalised or custom-made products, or to perishable goods with a short shelf life.
• Diagnostic kits, biological samples and reagents are explicitly excluded from the right of withdrawal once the outer packaging seal has been broken.
• The cost of return shipping is borne by the customer unless the return is due to an error by Equigerminal.

This right applies exclusively to consumers as defined under Portuguese and EU law. Business-to-business (B2B) transactions are governed solely by the contractual terms agreed between the parties.

Equigerminal's liability is limited to the value of the order giving rise to the claim. We are not liable for:

• Indirect, consequential or economic losses arising from the use or inability to use our products.
• Results or conclusions derived from diagnostic tests, which are provided for informational and veterinary guidance purposes only and do not constitute a definitive clinical diagnosis.
• Losses caused by misuse of products in contravention of provided instructions.
• Interruptions to services caused by force majeure, including but not limited to natural disasters, pandemics, strikes, or supply chain disruptions.

Nothing in these Terms excludes or limits liability for death or personal injury caused by Equigerminal's negligence, or for fraud or fraudulent misrepresentation.

All content on the Equigerminal website and in our documentation — including text, images, logos, scientific reports, product formulations and software — is the exclusive property of Equigerminal, S.A. and is protected by Portuguese and international intellectual property law.

• No part of our content may be reproduced, distributed or transmitted in any form without prior written consent from Equigerminal.
• Diagnostic reports and test results issued to clients may be used solely for the purpose for which they were requested and may not be published or disclosed to third parties without authorisation.
• The Equigerminal and Alexis brand names, trademarks and logos are registered and may not be used without express written permission.

These Terms and Conditions are governed by and construed in accordance with the laws of Portugal, without prejudice to any mandatory consumer protection provisions applicable in the customer's country of residence.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Coimbra, Portugal, unless otherwise required by applicable consumer law.