Return & Refund Protocol
Last Updated: February 2, 2026
Preamble & Scope of Application
This Return & Refund Protocol (hereinafter "Protocol") establishes the exclusive terms governing the return of goods, issuance of credits, and processing of refunds for all commercial transactions between SvartxLab (hereinafter "Seller") and its business clients (hereinafter "Buyer" or "Buyers").
This Protocol applies exclusively to B2B (business-to-business) transactions. Consumer protection rules, including the 14-day withdrawal right under Directive 2011/83/EU, do not apply to commercial transactions conducted through the SvartxLab platform.
By placing an order, the Buyer acknowledges and irrevocably accepts all provisions contained herein. Deviation from this Protocol requires express written approval from SvartxLab's Operations Department.
Definitions
Order Validation & Final Sale Doctrine
2.1 — Order Confirmation Constitutes Agreement Upon receipt of an Order Confirmation email from SvartxLab, a binding commercial contract is formed under Spanish/Portuguese commercial law. The Buyer is deemed to have verified and accepted all product specifications, quantities, pricing, and delivery terms detailed in the order summary.
2.2 — No Returns Without Cause Goods purchased are not subject to return or exchange for reasons of convenience, change of mind, or incorrect ordering by the Buyer. The doctrine of "sale is final" applies to all B2B transactions unless a specific exception exists within this Protocol.
Custom Orders (Lab): Absolute Non-Return Policy
All Lab (custom) products are manufactured according to the Buyer's submitted specifications and are therefore classified as bespoke goods. In accordance with Article 103(c) of RDL 1/2007 (Spanish consumer law applied analogically) and Article 17(1)(c) of DL n.º 24/2014 (Portugal), goods made to the consumer's specifications or clearly personalized are excluded from the right of withdrawal.
IMPORTANT:
Lab products are NON-RETURNABLE, NON-EXCHANGEABLE, and NON-REFUNDABLE under any circumstances, including but not limited to: design changes after production commencement, color variations within industry-standard tolerances, size discrepancies within ±2% of agreed specifications, and materials that meet the technical datasheet but differ from the Buyer's subjective expectations.
3.1 — Exception: Manufacturing Defect If a Lab product exhibits a verifiable manufacturing defect (e.g., structural failure of seams, adhesive delamination not caused by improper handling), the Buyer must follow the RMA Protocol in Section 6. The Seller reserves the sole right to determine whether a defect is attributable to manufacturing.
Claim Deadlines: Stock Products — Jurisdictional Framework
The following deadlines are mandatory and non-negotiable. They derive from the applicable commercial codes of the Seller's operating jurisdictions.
Jurisdiction: Kingdom of Spain
4.1 — Apparent Defects
The Buyer must notify the Seller within 4 CALENDAR DAYS of receipt of the goods.
Ref: Art. 336 Código de Comercio — "...dentro de los cuatro días siguientes al de su recibo."
4.2 — Hidden / Latent Defects (Vicios Ocultos)
The Buyer must notify the Seller within 30 CALENDAR DAYS of delivery.
Ref: Art. 342 Código de Comercio — "...dentro de los treinta días siguientes a su entrega, perderá toda acción y derecho a repetir por esta causa contra el vendedor."
Jurisdiction: Portuguese Republic
4.5 — Defect Notification (Denúncia)
The Buyer must notify the Seller within 8 CALENDAR DAYS of discovery of the defect.
Ref: Art. 471 Código Comercial Português — Prazo de caducidade (forfeiture period).
4.6 — Absolute Time Limit
For hidden defects not discoverable upon initial inspection, the absolute limit for claims is 6 MONTHS from delivery date.
Ref: Art. 916–917 Código Civil Português (applied analogically to commercial sales).
4.7 — Expiry of Rights. Failure to notify the Seller within the applicable deadline constitutes a definitive waiver of the right to claim. The sale shall be deemed perfected and irrevocable, and no subsequent complaint, discount, or credit shall be entertained. This provision is in accordance with the doctrine of caducidad (Spain) / caducidade (Portugal) and is not subject to interruption or suspension.
The Integrity Seal Clause
5.1 — Functional Necessity. SvartxLab's thermal logistics products are engineered for food-safe transport. The Integrity Seal (adhesive thermal liner strip) is not merely a cosmetic feature but a critical component that (a) ensures the hermetic closure of the thermal chamber, (b) acts as a tamper-evident hygiene barrier, and (c) maintains the cold/hot chain integrity required by EU Regulation (EC) No 852/2004 on the hygiene of foodstuffs.
Critical Condition
5.2 — Acceptance by Use. Removal, peeling, partial lifting, or any manipulation of the Integrity Seal — whether intentional or accidental — constitutes an irrevocable act of incorporation of the product into the Buyer's commercial operations. Once this seal is disturbed, the product is classified as "ACCEPTED AS IS" and cannot be returned, exchanged, credited, or claimed against under any warranty, statutory or contractual.
5.3 — Legal Basis. This clause is grounded in Article 103(e) of RDL 1/2007 (Spain) and Article 17(1)(e) of DL n.º 24/2014 (Portugal), which exclude the right of withdrawal for "sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery." SvartxLab classifies all thermal logistics bags as hygiene-sensitive products within the meaning of these provisions.
WE STRICTLY DO NOT ACCEPT RETURNS, EXCHANGES, OR CREDITS FOR ANY PRODUCT WHERE THE ADHESIVE THERMAL LINER (INTEGRITY SEAL) HAS BEEN EXPOSED, PARTIALLY REMOVED, RE-ADHERED, OR OTHERWISE MANIPULATED. THIS POLICY IS ABSOLUTE AND WITHOUT EXCEPTION.
Return Merchandise Authorization (RMA) Protocol
Do not return any goods without prior written authorization from SvartxLab Operations. Unsolicited returns arriving at the warehouse without a valid RMA number will be refused at the receiving dock and returned to sender at the Buyer's expense.
6.1 — Initiation
Contact ops@svartxlab.com with: (a) Order ID / Invoice Number, (b) Detailed description of the defect or non-conformity, (c) High-resolution photographs (minimum 3 megapixels) and/or video evidence showing the defect, the product label, and the condition of the Integrity Seal. ops@svartxlab.com
6.2 — Assessment
SvartxLab's Operations team will review the submitted evidence within 3 business days. If the Integrity Seal appears manipulated, damaged, or absent in the photographic evidence, the claim may be denied immediately without further review. The Seller's determination at this stage is preliminary and does not constitute acceptance of liability.
6.3 — RMA Issuance
If the claim is deemed prima facie eligible, SvartxLab will issue a digital RMA slip containing: (a) a unique RMA reference number, (b) authorized return shipping address (Madrid Hub), (c) packaging instructions, and (d) a deadline for shipment (typically 10 business days from issuance). RMAs not acted upon within this deadline are automatically voided.
6.4 — Shipping & Costs
Unless the defect is attributable to SvartxLab (proven manufacturing defect), the Buyer bears all costs of return shipping, including but not limited to carrier fees, insurance, customs duties, and packaging materials. SvartxLab recommends using tracked, insured shipping services. Loss or damage during return transit is the Buyer's responsibility.
6.5 — Factory Inspection (Madrid Hub)
Upon arrival at the designated facility, the SvartxLab quality assurance team will perform a physical inspection. The inspection evaluates:
6.6 — Resolution. Approved returns trigger one of the following remedies, at SvartxLab's sole discretion: (a) replacement shipment of identical goods, (b) issuance of a store credit valid for 12 months from the date of issuance, or (c) in exceptional circumstances and solely at the Seller's discretion, a refund to the original payment method. The Buyer acknowledges that option (c) is not guaranteed and shall not be treated as a default remedy.
6.7 — Restocking Fee. For non-defective Stock returns that are otherwise eligible (i.e., unused, in original packaging, with Integrity Seal fully intact, and within the applicable notification deadline), a restocking fee of fifteen percent (15%) of the invoice value of the returned goods shall be deducted from any credit or refund issued. This fee covers inspection, repackaging, and re-certification costs.
Limitation of Liability
To the maximum extent permitted by applicable law, SvartxLab's total aggregate liability arising out of or in connection with any order shall not exceed the invoice value of the specific goods giving rise to the claim.
Under no circumstances shall SvartxLab be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to: loss of profits, loss of revenue, loss of business opportunities, business interruption, cost of substitute goods, or reputational harm, even if SvartxLab has been advised of the possibility of such damages.
SvartxLab shall not be liable for delays in delivery or failure to perform due to events beyond its reasonable control, including but not limited to: force majeure, natural disasters, pandemic-related restrictions, labor disputes, supply chain disruptions, government actions, or carrier delays (cláusula de fuerza mayor).
Governing Law & Jurisdiction
8.1 — Governing Law. This policy and all commercial relationships between SvartxLab and the Buyer shall be governed by and construed in accordance with the laws of the Kingdom of Spain, without regard to its conflict of laws provisions. For Portuguese Buyers, mandatory provisions of Portuguese commercial law shall apply to the extent required by the Portuguese Código Comercial and applicable EU regulations.
8.2 — Exclusive Jurisdiction. Any dispute arising out of or in connection with this policy, including any question regarding its existence, validity, or termination, shall be submitted to the exclusive jurisdiction of the Courts and Tribunals of the City of Madrid (Juzgados y Tribunales de Madrid), Spain. Both parties irrevocably waive any objection to venue and any claim that such proceedings have been brought in an inconvenient forum.
8.3 — Severability. If any provision of this policy is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely approximates the intent and economic effect of the invalid provision.
Legislative References
Spain
- •Código de Comercio, Art. 336 (visible defects, 4 days)
- •Código de Comercio, Art. 342 (hidden defects, 30 days)
- •RDL 1/2007, Art. 103(c) (custom goods exclusion)
- •RDL 1/2007, Art. 103(e) (unsealed hygiene goods)
Portugal
- •Código Comercial, Art. 471 (denúncia, 8 days)
- •Código Civil, Art. 916–917 (6-month absolute limit)
- •DL n.º 24/2014, Art. 17(1)(c) (custom goods)
- •DL n.º 24/2014, Art. 17(1)(e) (sealed goods)
European Union
- •Directive 2011/83/EU, Art. 16(c) (custom goods B2B exclusion)
- •Regulation (EC) No 852/2004 (hygiene of foodstuffs)
Document Ver. 2026.2-B (EU-B2B-IBERIA) • SvartxLab Legal Compliance
For sample requests prior to bulk ordering, contact ops@svartxlab.com