1.1 These general terms and conditions (“Terms”) apply when you as a consumer (“Customer”) place an order via www.neokliniken.se and related pages, (“Website”). This agreement is entered into between you and Fair Pass AB, reg. no. 559160-9705 (“Neokliniken”). Detailed contact details and other information about the Neoclinic are available on the website. The Terms are only applicable to Customers who are consumers and who place orders via the Website.
1.2 In order to place an order on the Website, the Customer must be at least 18 years old. According to Swedish law, Neokliniken does not accept credit purchases from persons under the age of 18. Neokliniken reserves the right to refuse or change a Customer’s order in individual cases (for example, if the Customer has provided incorrect personal data and/or has payment remarks).
1.3 Neokliniken reserves the right to make final sales and any pictorial and typographical errors on the Website, such as errors in product description or technical specification, incorrect prices and price adjustments (such as changes in prices from suppliers, currency fluctuations) or incorrect information regarding whether a product is in stock. Neokliniken has the right to correct any such errors and to change or update the information at any time. If an incorrect price has been stated for a product that the Customer has ordered, Neokliniken will of course notify the Customer of this and await the Customer’s approval of the corrected price before Neokliniken proceeds with the order. All pictorial information on the Website should be considered as illustrations only. Such illustrations cannot be guaranteed to represent the number of goods the Customer receives or the exact appearance, functions or origin of the goods. Neokliniken is not responsible for information on the Website that comes from a third party.
1.4 The Website, and all content on it, is owned by Neokliniken or its licensors. The information is protected by, among others, intellectual property and marketing laws. This means that trademarks, company names, product names, images and graphics, design, layout and information about goods, services and other content may not be copied or used without written permission from Neokliniken.
- Contracts and orders
2.2 A purchase agreement is only concluded when Neokliniken has confirmed the Customer’s order and the Customer has received an order confirmation from Neokliniken by e-mail. Neokliniken encourages the Customer to save this order confirmation for possible contacts with Neokliniken’s customer service. The customer can withdraw their order until it is confirmed by Neokliniken. If the order is withdrawn, Neokliniken will refund any payments made by the Client or its payment or credit card company in relation to the order.
- Subscription conditions
3.1 Subscriptions can be taken out for several different Neokliniken products.
3.2 Subscriptions are open-ended contracts with an initial period of 3 months. The contract is then automatically renewed on a monthly basis.
3.3 If the customer wishes to terminate the contract, this can be done with 21 days’ notice at any time after the end of the first period, unless otherwise stipulated in the contract. To cancel the subscription, the Customer logs into his/her account and cancels it at least 21 days before the end of the subscription period.
- Customer data, etc.
4.2 The Customer undertakes to ensure that no one other than the Customer can use the Customer’s login details. The Customer shall not disclose user names and passwords to any unauthorized person and shall ensure that documents containing user names and passwords are stored in such a way that no unauthorized person can gain access to the information. The Client must immediately notify Neokliniken if it is suspected that an unauthorized person has gained access to the Client’s password. The customer is responsible for all purchases made with his/her login details if such notification has not been made.
4.3 If Neokliniken suspects that the Customer is misusing their user account or login information or otherwise violating the Terms and Conditions, Neokliniken has the right to suspend the Customer. Neoclinic also has the right to provide the Client with new login details.
- Prices, charges and payment
5.1 When ordering via the Website, the prices stated on the Website apply. Prices are given in Swedish kronor and include VAT. Prices do not include payment and shipping fees, which are listed separately.
5.2 The Customer can pay in the ways indicated on the Website. Find out more about our payment methods and discounts in the Payment Conditions section of the website. Neokliniken is entitled to charge the Client already in connection with the order, unless an invoice payment or other similar payment method is chosen by the Client and approved by Neokliniken. In case of invoice payment or partial payment, Neokliniken or its partners may carry out a credit check. You will be informed of this. Neokliniken reserves the right to not always offer all payment methods, or change the payment method if the one chosen by the Customer for some reason does not work at the time of purchase. Please note that any restrictions on payment options are indicated on the Website.
- Promotions and offers
Neokliniken may from time to time offer promotions on the Website that may have more favorable terms than those set out in these Terms, such as. regarding payment or extended withdrawal. These preferential conditions apply as long as the campaign is active and for the specific goods indicated by Neokliniken in the context of the campaign. The Neocliniken reserves the right to withdraw such promotions at any time. In case of termination or withdrawal of a promotion, these Terms and Conditions apply without modification. Offers on specific items on the Website are valid for a limited time and while stocks last.
- Delivery and transportation
7.1 Goods in stock are normally delivered within the number of working days indicated on the Website. Unless otherwise specifically agreed (e.g. in connection with the booking of goods that are not in stock), delivery takes place no later than 30 working days from the time Neokliniken confirms the order in writing through the order confirmation. For more information on Neoclinic’s delivery of goods and the terms and conditions of delivery, see the Terms of Delivery.
7.2 The expected delivery time of the goods is stated in the order confirmation, at the checkout and/or on the relevant goods page on the Website. If the delivery is delayed, Neokliniken will notify you and continue to monitor the order. Unless otherwise agreed, if a delivery takes more than 30 working days and this is not due to you as a customer, you have the right to cancel the purchase.
7.3 If parcels are to be redeemed, the Customer must do so within the time specified in the notification. Parcels should normally be collected in person with a valid ID and order number. The customer always receives a notification showing where and when parcels will be picked up. Notification can be made by e-mail, regular mail and, if the Customer has provided a mobile phone number, also by phone call or SMS. If the Customer does not pick up the package, Neokliniken has the right to charge the Customer a fee of 250 SEK for work done and shipping costs. Please note that undelivered packages are not covered by the right of withdrawal or free returns.
- Right of withdrawal
8.1 The purchase of goods on the Website is always subject to a 14-day right of withdrawal in accordance with applicable consumer protection legislation. This means that the Customer has the right to cancel their purchase by notifying Neokliniken within 14 days of the Customer or the Customer’s representative receiving the ordered goods (the withdrawal period).
8.2. The right of withdrawal does not apply to the following types of goods:
- goods with broken seals (such as food supplements, cosmetics, electronics, scales and similar products);
- goods that can quickly deteriorate or go out of date (such as food supplements, health foods and other foods);
- goods made according to the customer’s instructions or otherwise clearly personalized; sound or image recordings (such as a CD) or computer programs with a broken seal;
- digital content delivered by means other than on a physical medium (e.g. computer programs, applications, games, music, videos or texts accessed by downloading or streaming).
- intimate products (e.g. underwear, swimwear, stockings, pantyhose) can only be returned if the product is unused and all labels are still attached.
The right of withdrawal can only be applied to entire sets, Neokliniken does not accept returns of selected parts of a purchased set (you can return the entire unopened set).
8.3 By accepting the Terms and Conditions, the Customer agrees that the right of withdrawal does not apply to digital content delivered by other means than on a physical medium.
8.4 In connection with an order of goods for which the right of withdrawal does not apply, the Customer receives clear information about this. If goods have been sealed, the Customer may not break the seal in order to exercise his right of withdrawal. The right to withdraw therefore ends when the Customer breaks the seal. Sealing also means technical sealing (e.g. serial number).
8.5 If the Customer wishes to withdraw from the purchase, the Customer must, before the withdrawal period expires, send a clear message to Neokliniken in the manner stated under Right of Withdrawal, Return & Exchange. The customer should provide his/her name, address and other relevant information, e.g. the order number, invoice number and name of the goods in the message. If the Customer does not wish to use the above notification option, the Customer can use the standard form for exercising the right of withdrawal produced by the Swedish Consumer Agency (see www.konsumentverket.se). Packages that are not picked up at an agent do not fall within the framework of the right of withdrawal and allow Neokliniken the right to charge the customer 250 sek in fee for work done and shipping fees.
8.6 When exercising the right of withdrawal, the Customer pays the return shipping and is responsible for the condition of the goods after the Customer has received the goods and during the return shipping. The goods must be returned within 14 days from the date the notice of withdrawal was submitted to Neoclinic. The goods must be sent well packaged, in good condition and in the original box. Returns should be made to Neokliniken according to the methods and instructions set out on the Website, which can be found under Right of Withdrawal, Returns & Exchanges.
8.7 Sometimes Neokliniken may offer free returns for certain goods. If free returns apply, this is indicated on the relevant product page on the Website.
8.8 When the Customer cancels their purchase, Neokliniken refunds the amount paid by the Customer for the goods, including delivery costs. Exceptions apply to any additional delivery costs as a result of the Customer choosing a delivery method other than the standard delivery offered by Neokliniken. If part of an order is returned, the delivery cost is not refunded. On the amount to be refunded, Neokliniken is entitled to deduct a sum corresponding to the depreciation of the goods compared to the original value of the goods, if and insofar as such depreciation is due to the fact that the Customer has handled the goods to a greater extent than is necessary to determine their characteristics or function.
8.9 Neokliniken repays the amount as soon as possible, but no later than 14 days from the date Neokliniken received the Client’s notice of exercise of the right of withdrawal. However, Neokliniken may delay the reimbursement until Neokliniken has received the goods or the Customer has demonstrated that the goods have been returned, e.g. in the case of an emergency. by means of a receipt of submission. The refund will be made to the Customer via the payment option chosen by the Customer, unless otherwise agreed or there are obstacles to such a refund.
9.1 All products we sell on Neokliniken.se are approved for use in Sweden. All products sold at Neokliniken.se are only a complement to the advice of your doctor and/or therapist and are not intended in any way to replace any medical examination or necessary medical care.
9.2 The products on Neokliniken.se should not be used as an alternative to a varied diet. The recommended daily dose indicated on the package should not be exceeded. Consider the importance of a varied and balanced diet and a healthy lifestyle. If you are pregnant, breastfeeding, have a medical condition or are on medication, you should always consult your doctor before using the products on the Website.
- Products with Special Conditions
- Please note that some products have “Special conditions” on the product page. Such products are subject to the specific conditions set out in this section.
- The products are not delivered from the Neoclinic’s warehouse but directly from the supplier.
- After ordering a product with special conditions, you will be contacted by a shipping company to arrange a delivery date and time.
- Delivery is made to the postal address provided (to the gate if you live in an apartment). If you live on an island with limited communication, the collection may need to take place at the nearest postal terminal or take longer if the carrier needs the help of a third party.
- Shipping is included in the price which means you will not be charged for the extra shipping. Please note that in case of a return, you will be charged for the return shipping, up to €500 depending on the product. For the return to be accepted, the product must be packed in its original undamaged packaging. If the packaging is damaged, a refund will not be accepted.
- We reserve the right to extend delivery times if the product is sold out by the supplier.
- We reserve the right to charge the customer a fee of up to SEK 500 if the package cannot be delivered on time due to incorrectly provided information or if the customer does not respond when contacted by the shipping company.
- The customer is responsible for checking that the shipment contains all the packages indicated on the delivery note and that the package is complete when delivered. Any errors should be noted on the driver’s delivery note.
- Warranty and complaints
11.1 Some of Neoklinik’s goods may be covered by a warranty. Information on any warranty period and specific warranty conditions for each product can be found on the Website or in these Terms and Conditions. The warranty for goods covers only original manufacturing defects, and thus does not cover defects that arise during or after an in-house change in the function and appearance of the goods, such as rebuilding, upgrading or other configuration of the goods. The customer’s order confirmation serves as proof of warranty.
11.2 The right of complaint covers goods that are defective according to applicable consumer protection legislation. A customer who wishes to claim a defect in the ordered product must contact Neokliniken as soon as possible after the defect is discovered via the contact details provided on the Website. Complaints made within two months of the Customer discovering the defect are always considered timely. The customer has a 3-year warranty on goods purchased on the Website.
11.3 Neokliniken is responsible for return shipping for approved complaints.
11.4 When complained goods are returned and the complaint is accepted, Neokliniken will compensate the Customer in accordance with applicable consumer protection legislation. Neokliniken aims to do this within 30 days of receiving the complaint, but it may take longer depending on the nature of the goods. Neokliniken reserves the right to reject a complaint if it turns out that the product is not defective under current consumer protection legislation. For complaints, Neokliniken follows guidelines from the General Complaints Board or equivalent boards in other European countries. More information is available at www.konsumentverket.se.
- Force Majeure
13.1 Neokliniken is not responsible for delays caused by circumstances beyond Neokliniken’s control, such as general labor disputes, war, fire, lightning, terrorist attacks, changes in government regulations, technical problems, faults in electricity/telecom/data connections or other communications, and faults or delays in services from subcontractors due to the circumstances listed here. These circumstances shall constitute grounds for exemption from damages and other penalties. Should such a situation arise, the Neoclinic will inform the Client at the beginning and end of the time of the situation. If the circumstance has lasted longer than two months, both the Client and Neokliniken have the right to cancel the purchase with immediate effect.
- Changes to the Conditions
14.1 Neokliniken reserves the right to make changes to these Terms at any time. Any changes to these Terms and Conditions will be published on the Website. Changes apply from the time the Customer has accepted the Terms (in connection with a new purchase or when visiting the Website), or 30 days after Neokliniken has informed the Customer of the changes. However, Neokliniken recommends that the Client regularly check the Website to be aware of any changes to the Terms and Conditions.
15.1 If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, authority or arbitration tribunal, that provision and all other provisions shall be valid and enforceable to the extent permitted by applicable law. The provisions declared invalid or unenforceable will be replaced by relevant legal guidance and advice.
- Applicable law and dispute
16.1 Disputes shall primarily be resolved by mutual agreement after discussion with Neokliniken’s customer service.
16.2 If a dispute cannot be resolved in agreement with Neokliniken’s customer service, you as a customer can turn to ARN (General Complaints Board), which you can find more information about at www.arn.se. You can also submit complaints directly online via the European Commission’s dispute resolution platform, which can be found at the following link http://ec.europa.eu/consumers/odr. If you submit a complaint via this platform, your case will be automatically forwarded to the appropriate national competent dispute resolution body. This dispute resolution body then contacts us and tries to resolve the dispute without involving the courts.
In the event of a dispute, Neokliniken follows decisions from ARN or a similar dispute resolution body.
16.3 Any dispute regarding the interpretation or application of these Terms and Conditions shall be interpreted in accordance with Swedish law and settled in accordance with section 16.2 above or ultimately by a court of law.
These Conditions have been adopted by Neokliniken on 2023-06-01.