Order fulfillment and delivery

4.1 Unlessotherwise expressly stated, all delivery costs, if any—such as transportation costs, insurance costs, shipping costs, or other charges—are the responsibility of the Customer and are itemized in the quote. The same applies to any special delivery requests, particularly regarding the packaging of the Products, that were not included in the quote.

4.2 SANALIOagrees to deliver the agreed-upon Products to the agreed-upon delivery location, provided that delivery service is included in the order. The customer is responsible for any errors in the delivery address provided to SANALIO.

Unless otherwise agreed, the delivery time for orders fulfilled by SANALIO is 30 business days from the date the Customer confirms their order. However, this timeframe is approximate, as product availability and order volume may result in additional processing time. In the event of a foreseeable delay, SANALIO undertakes to contact the Customer as soon as possible to agree on a new delivery date with the Customer.

Accordingly, any delays incurred by SANALIO shall in no event justify the cancellation of the order, the termination of the Contract, or a claim for damages, unless such delays exceed 90 days from the originally scheduled delivery date, without prejudice to Section 4.3 (force majeure).

4.3 Inany event, the following circumstances shall release SANALIO from its obligation to meet the specified delivery deadlines:

Force majeure (including, but not limited to, cyberattacks, strikes, epidemics, technical incidents, delays by suppliers or carriers, and labor shortages) or acts of a third party, such as a supplier;

Failure to comply with payment terms;

Changes to orders requested by the Customer;

Failure by the Customer to provide the information requested by SANALIO in order to complete deliveries within the specified time frame.

4.4 NotwithstandingSection 3.5, it is agreed that the customer shall be required to submit any claims relating to the shipment of the Products to the carrier.

Article 5 – Acceptance of Products – Visible Defects – Storage and Use Conditions

Unless otherwise agreed, the Products supplied by SANALIO are deemed to have been accepted and approved by the Customer unless the Customer has reported any defects by registered letter or submitted any written comments regarding their conformitywithin 48 hoursof delivery or in-store purchase. Upon receipt, it is the Customer’s responsibility to inspect the merchandise and packagingin the presence of the driver.The waiting period is a maximum of 15 minutes to allow the Customer to inspect the merchandise.

If the driver refuses to wait for this period, it is recommended that you refuse the shipment so that you can reschedule the delivery with the local branch.

If the Customer accepts delivery without having had time to inspect the goods, they must clearly state on the paper receipt: “The driver did not give me time to inspect the goods.”

5.1 Unlessotherwise agreed, no return of Products is permitted unless there is a recognized defect in the Product.

5.2 Ifthe Customer is a consumer and has purchased the Product on the Website, they have 14 days from the date of delivery to cancel the purchase and/or report a lack of conformity, if applicable. In accordance with Article VI.53 of the Economic Code, a consumer may not exercise the right of withdrawal for perishable goods such as pet food sold by SANALIO. If the right of withdrawal is exercised, shipping and return shipping costs are the customer’s responsibility; the refund will be issued no later than 14 days after SANALIO receives the Products.

5.3 Inthe event of a non-conformity reported within the time limits set forth in Section 5.1, after inspecting the Product based on the Customer’s descriptions and reports, SANALIO shall supply the conforming Product ordered within the agreed time limits after first receiving the non-conforming Product.

If we are unable to provide a compliant Product, the Customer will be fully refunded for any amount paid.

5.4 Thecustomer agrees to use the Products in accordance with their intended purpose, with due care and attention, and in accordance with any instructions for use or storage provided by SANALIO.

5.5 Thecustomer shall not resell the Products to any third party, except for veterinarians or veterinary clinics holding a valid drug distribution license. Direct distribution to a pharmacy is strictly prohibited.

Any sale on a third-party online marketplace is prohibited without SANALIO’s prior written consent.

Our products may only be distributed in Belgium, France, and Luxembourg. Any sale intended for export or to a customer outside these territories is prohibited unless SANALIO has given its prior consent.

Article 6 - Late Payment Interest, Liquidated Damages, and Costs

6.1 If applicable, any invoice not paid by the due date shall, automatically and without prior notice, accrue contractual late-payment interest at a rate of 1.5 percent per month or portion thereof, with a minimum rate in accordance with that provided for in Article 5 of the Law of August 2, 2002, on late payment in commercial transactions.

6.2 Ifthe Customer is an individual, any invoice that remains unpaid by the due date shall, 14 calendar days after a prior, free-of-charge formal notice, accrue contractual late-payment interest in accordance with the provisions of Article 5 of the Law of August 2, 2002, on late payment in commercial transactions.

6.3 Inaddition, any invoice remaining unpaid by the due date shall, automatically and without formal notice, be subject to a contractual, fixed, and non-reducible penalty of 15% of the outstanding amount, with a minimum of €50 per unpaid invoice.

6.4 Furthermore, if overdue invoices remain unpaid, the amounts due will be increased by €5 per reminder sent to cover administrative costs. This also applies to individuals under the conditions set forth in Section 6.2.

6.5 Inthe event that legal proceedings are initiated as a result of a breach of contract by the Client—including, in particular, failure to pay an invoice by its due date—SANALIO reserves the right to claim legal defense costs (attorney’s fees, expert fees, , etc.) incurred (which form an integral part of its damages), without prejudice to the application of the contractual indemnity set forth above.

6.6 Failureto pay an invoice by its due date shall render all amounts due immediately payable.

Article 7 – Complaints

7.1 Anyclaim and/or dispute by the Customer regarding the Products must be made in writing within the time limit specified in Section 5.1, failing which it shall be null and void.

7.2 Anyclaim regarding an invoice must be sent to SANALIO by certified mail within 8 days of receipt of the invoice, or the claim will be deemed invalid. Otherwise, the invoice shall be deemed to have been definitively accepted by the Customer.

7.3 Filinga claim does not in any way relieve the Customer of its payment obligations.

Article 8 – Warranty

8.1 TheProducts supplied by SANALIO shall be deemed to have been accepted by the customer within the time limit specified in Section 5.1, unless the customer submits a specific and detailed complaint to SANALIO before the expiration of that time limit.

8.2 The warrantyfor the Products shall cover all apparent defects and defects of conformity, that is, all defects that the Customer could have detected at the time of delivery or within the period specified in Section 5.1.

8.3 Withoutprejudice to the application of Articles 1649bis through 1649octies of the Belgian Civil Code and Articles L217-3 through L217-7 of the French Consumer Code, SANALIO warrants the Products supplied against hidden defects for a period of 2 months from the date of delivery. To invoke the warranty, the Customer must notify SANALIO of any claim regarding hidden defects by registered letter as soon as the defect appears and, at the latest, within 30 calendar days following the discovery of the defect. Furthermore, the defect must render the Product unfit for its intended use.

8.4 However, the warranty does not cover defects resulting from (this list is not exhaustive): (i) abnormal or improper use of the Product, (ii) improper storage of the Product, (iii) an external cause, or (iv) normal wear and tear of the Product; or (iv) any modification of the Product by the Customer or a third party.

8.5 Inany event, SANALIO is solely obligated to provide an equivalent and compliant Product or to replace the non-compliant Product, to the exclusion of any compensation for any reason whatsoever, including, but not limited to, costs incurred in connection with the replacement, as well as any related losses, damages, or loss of profits.

Article 9 - Responsibilities

9.1 SANALIOassumes no liability toward its Customers other than that provided for in Section 8.

9.2 Except in casesof gross negligence or willful misconduct, SANALIO disclaims all liability, both to its Customers and to third parties, for any damage to property or personal injury resulting from the use of the Products supplied by SANALIO, including loss of profits or any other loss arising directly or indirectly from a defect in the Product.

9.3SANALIO’s liabilityis limited to direct and foreseeable damages, provided that such damages are proven by the Customer. Any other liability is excluded. In any event, SANALIO’s liability is limited to the amount of the order for Products. SANALIO’s liability for indirect damages is excluded.

9.4 Itis agreed that SANALIO shall not be held liable if the Customer fails to notify SANALIO in writing of the occurrence of the damage, its extent, and its possible causes within 8 business days of the date the damage occurred.

9.5 SANALIOshall not be liable for any damage caused by the fault or actions of the Customer or any third party. SANALIO shall also not be liable for any damage resulting from wear and tear and/or the use of Products in a manner inconsistent with their normal use or proper storage.

Article 10 - Force Majeure

10.1 SANALIOis not required to fulfill its obligations in the event of force majeure, which includes natural disasters, acts and orders of competent authorities, acts of terrorism or war, as well as any other event that was not reasonably foreseeable or surmountable. SANALIO will notify the Customer as soon as possible of the occurrence of the disruptive event.

10.2 Inthe event of force majeure, SANALIO’s obligations shall be suspended until the circumstances preventing the performance of such obligations have ceased. If the force majeure situation lasts for more than 30 days, SANALIO or the Customer shall be entitled to terminate the Contract upon prior notice. Any indemnity or compensation other than a refund of the price paid, if applicable, is excluded in such cases.

10.3 SANALIOreserves the right to extend any agreed delivery or performance deadline by a period equal to the duration of the force majeure event. Similarly, if such events may jeopardize the fulfillment of the order in accordance with the agreed terms, SANALIO reserves the right to terminate the Contract without liability for damages.

Article 11 – Termination – Termination Due to the Customer’s Fault

11.1 Theforegoing provisions do not constitute a waiver of SANALIO’s right to seek, in the event of non-payment or breach by its contracting party of its contractual obligations (or a serious risk of such breach), the automatic termination or cancellation of the Contract, along with damages.

11.2 Thisclaim shall be filed by sending a notice via certified mail to the Customer.

How do I track my package ?

Once your order has been processed and is ready to ship, you will receive a confirmation email with a link to track your package.

Did you check the estimated delivery date? Please allow a few extra days for your order to arrive (especially during peak periods)—our carriers always do their best to get your order to you as quickly as possible. Be sure to check the tracking link for the latest updates.

If you encounter any issues with the delivery of your order, please contact our support team by email: info@sanalio.bio. We’d be happy to help!

For any questions regarding returns, exchanges, damaged items, and lost packages, as well as payment methods, requirements, and instructions, please refer to our Terms and Conditions.