1. Definitions and customer category

Business Buyers are customers purchasing for business purposes. Broader contractual custom-product definitions may apply to Business Buyers where legally appropriate.

EU consumer personalised goods means goods genuinely made to an individual consumer's specifications or clearly personalised. A standard catalogue product is not automatically a consumer custom product merely because Pharmabinoid produces, fills, sources or prepares it after ordering.

2. Customer Failure to Cooperate With Delivery

The customer must provide accurate, complete and current delivery information and must reasonably cooperate with delivery, collection, customs and carrier requirements.

Customer-caused failure may include an incorrect or outdated address, moving, non-collection, repeated unavailability, refusal without an unequivocal withdrawal statement, failure to provide required information, or failure to pay properly disclosed import or destination charges.

If the customer causes delivery to fail, this does not by itself terminate or cancel the contract. Non-collection or refusal is not automatically a withdrawal. The purchase price remains payable, subject to mandatory consumer law, and Pharmabinoid is not required to provide an automatic refund merely because a parcel is returned.

Pharmabinoid may retain amounts already paid where legally permitted and may recover reasonable additional costs caused by the failure, including return transport, carrier or customs charges where applicable, handling and new shipping. Payment of those costs may be required before redelivery.

Pharmabinoid will normally give the customer 14 calendar days after the first notice to respond. If there is no response, a final notice may provide another 7 calendar days. After that deadline, Pharmabinoid may close the delivery case and stop reserving the goods specifically for that customer. Depending on condition and applicable requirements, goods may be moved to QA, storage, resale, disposal or another appropriate final disposition. Later redelivery is subject to availability and advance payment of applicable additional costs, with no automatic right to free redelivery.

Any refund or credit is made only where required by mandatory law or expressly agreed by Pharmabinoid.

3. EU Consumer Withdrawal

For EU consumers, the normal 14-day withdrawal period for goods starts when the consumer, or a third party nominated by the consumer other than the carrier, physically receives the goods. It does not start when the order is placed or shipped.

The consumer may withdraw before delivery by making an unequivocal statement. Simply refusing delivery or failing to collect a parcel does not automatically constitute withdrawal.

Where a valid withdrawal applies, the least expensive standard outbound delivery cost is generally refundable. Premium or express delivery surcharges generally do not need to be refunded. Return shipping may be payable by the consumer where legally permitted.

Genuinely personalised goods may be excluded only where the applicable legal requirements are actually met. Standard catalogue goods are not excluded merely because they were produced or filled after ordering.

4. Shipping and returns

Shipping terms and consumer risk transfer are set out in the Shipping Policy. Returns, damaged or defective goods, carrier-fault failures and customs or regulatory matters are governed by the Return Policy. Mandatory consumer rights prevail over conflicting provisions.