1. General

General terms and conditions of the online shop www.Valens-health.com are created in compliance with Consumer Protection Act (ZVPot-UPB2), Personal Data Protection Act (ZVOP-1) based on the recommendations of Chamber of Commerce and Industry of Slovenia (Gospodarska zbornica Slovenije) and international codes of electronic commerce. General terms and conditions consider operation of the online shop www.valens-health.com, rights and obligations of the buyer and regulate business between the seller or the online shop operator and the buyer. Terms are managed by Valens Int d.o.o., , Poslovna cona A 35, 4208 Šenčur, who regulates general and other terms and conditions and is the manufacturer of the products and is responsible for published content and processing of orders compliant with the published terms and conditions.

2. Definition of terms and concepts

– User is a person who has completed registration and thus obtained a login password and user account in the online store, a person who has made a purchase as a guest, or a person who browses online content.

– Customer in an online store is a user who makes a purchase.

– An order or purchase is all products ordered by the customer in the online store.

– Seller or provider – company Valens Int. d.o.o.

3. Information Accessibility

The provider is bound to always provide the customer the following:

– The company`s identity

– Contact addresses, enabling fast and efficient communication (e-mail, phone),

– The essential information on goods or services

– Product availability

– The conditions of product delivery and execution of services (mode, place and time of delivery),

– All prices must be clearly defined

– Payment and delivery methods,

– An offer`s validity,

– Conditions for withdrawal from the contact

– The process of an appeal must be elucidated and include all contact information.

4. Customer Registration 

User registration is not mandatory for a successful purchase – the user can also make the purchase as a guest. In the case of registration in the online store, the user obtains a username and password that enable him to access his account. The username and password of the user of the Valens online store are unambiguously determined and linked to the entered data. Upon registration, the user receives a registration confirmation to his email address with access to edit his user data, where he can change his password and addresses and monitor the status and history of orders.

For successful registration, the seller collects the following mandatory data:

• e-mail address
• Username
• password in hidden form

By registering, the user agrees to receive notifications related to his order or system notifications. Upon registration, user also gives consent to receive marketing messages or notifications about special benefits and promotions, new product launches etc. The user can unsubscribe from receiving e-news at any time.

The provider is not responsible for the accuracy of the data entered by the user. Each registered user allows the use of their personal data listed above for the purposes of order fulfillment and other order-related and necessary communication. According to the valid ZEKom-1, it is allowed to use the e-mail address for direct marketing.

5. Purchase and delivery

After submitting the order, the buyer receives a confirmation of the order to his email address the same day. If you do not see this note and no number of your order is displayed on the screen, it means either a technical error or incorrectly entered data has occurred or the confirmation e-mail has landed in you spam folder. You can repeat the process or contact us for help. Order cancellation is possible in 24 hours after the submission to our e-mail addres [email protected]. The provider reserves the right to call the customer at his contact telephone number or contact him by e-mail if necessary.

In the case of payment via bank transfer, the order will be held until the seller confirms receipt of payment. The information for the transfer can be found in the confirmation message. Any order cancellations can be communicated by the buyer to the e-mail address [email protected] within 12 (twelve) hours. If the buyer does not cancel his order within the agreed period, it means that the contract for the purchase of products between the buyer and the seller is irrevocably concluded. Once the purchase contract has been concluded, it is stored at the seller’s headquarters, where it is accessible every working day between 9 a.m. and 3 p.m.

The seller sends further notices and an electronic invoice to the buyer within 2 working days or when he completes the order. The shipment is dispatched within one working day from the sent invoice., The buyer receives the ordered parcel according to the official delivery deadline of the seller’s contractual partner/courier provider (max 14 working days). In the case of an increased number of orders, there may be a delay of up to 7 days in the processing and dispatch of shipments.

6. Payment 

There are multiple payment options. First is via the bank account transfer. After the order has been submitted, the buyer shall receive an e-mail containing order confirmation and data for bank transfer. When the seller receives a confirmation of payment, the order will be dispatched. The second way is to pay by credit card, where the customer enters the card details and makes the payment.

7. Invoicing

After the seller processed the order or/and dispatched them, an invoice is sent in pdf format to the buyer’s e-mail address. The invoice contains a breakdown of the price and all costs related to the purchase, as well as a notice of the right to withdraw from the contract. The buyer is obliged to check the correctness of the data. The seller does not take into account objections made later (regarding the correctness of the issued invoices). The buyer is obliged to save the invoice in electronic form, as it can later serve as a warranty card. We only send the invoice in electronic form, as a contribution to preserving the environment. The invoice meets all the requirements established by law.

8. Delivery

Unless otherwise indicated by the customer at the time of order, delivery of the goods will be carried out at the place indicated by the customer in the order by means of a carrier chosen by the supplier. Delivery of ordered goods will take place within foreseen timeframe (sometimes due to special circumstances the delivery may take longer). Customer acknowledges that the delivery terms are intended as merely indicative, they can not in any way be considered essential and do not in any way bind the supplier.

Our contract partners/couriers are TNT, Pošta Slovenije and price varies from chosen destination of delivery. Postage cost is calculated in the cart.

9. Prices

The seller is liable for VAT, so the prices already include VAT, unless explicitly stated otherwise. Prices are valid on the day of purchase and are valid until cancelled. Despite our best efforts to provide the most up-to-date and accurate information, it may happen that the price information is incorrect. The seller reserves the right to change the price during the processing of the order. In this case, the buyer will be informed of this in writing and will be offered the option of withdrawing from the contract, and at the same time will also be offered a solution to the satisfaction of both parties.

10. Discounts

The discount code brings various advantages when purchasing through the Valens online store and is limited in time. You can find an active discount code in advertising messages or other media. Use the discount code by selecting the items you want to buy and adding them to your cart. When you have finished adding items to your cart, enter the discount code in the Coupon Code box in the cart or checkout. When you enter a discount code, the value of the discount code is automatically deducted from the price of your order. There remains an amount to be settled.

Promotions and discount codes are mutually exclusive, the customer can only use one code in each order. It is not possible to apply a discount code to products on sale.

11. Purchase notification procedure

After submitting the order, the buyer receives a notification by e-mail that the order has been accepted and information for transferring the purchase price. After the seller receives payment and ships the products to the buyer, the buyer receives an email notification that their order is on its way.

12. Security

The seller uses appropriate technological and organizational means to protect the transfer and storage of personal data and payments. For these purposes, Valens uses a 128-bit SSL certificate issued by an authorized organization.

13. Right of withdrawal, return of goods

The buyer has the right to inform the seller that he or she withdraws from the contract within 14 days of accepting the goods without explanation. The deadline starts one day after the parcel is accepted. The consumer must inform the seller of withdrawal of the contract via email: [email protected]

In case of withdrawal of the contract the consumer returns the product by post to seller’s address: Pod jelšami 18, 1218 Komenda, Slovenia.

The product must be returned to the seller undamaged and in unchanged quantity and in original packaging, except in the case where the product is destroyed or if the product’s quantity was reduced and the consumer is not responsible for that. The consumer must not use the products until the withdrawal of the contract. The only expense for the consumer regarding the withdrawal of the contract is the cost for the return of the product (which in the case of shipping is charged according to the price list of the delivery service). The product must be returned to the seller no later than 30 days of the sent notice of withdrawal of the contract.

IMPORTANT! When returning the product it is of extreme importance that the product is packaged in a hard box – we recommend using the same box you received the product in. Provided that the product will not be properly protected (packed in an envelope without the hard box) and is damaged during transport (which will surely happen if not protected properly) it will be the responsibility of the consumer and thus, the seller is not bound to reimburse the money on account of being assumed that the product was damaged or destroyed because the consumer has failed to properly protect it.

Refund of the payments will be carried out as soon as possible but no later than 14 days after receiving notice of withdrawal of the contract. Due to ensuring finality, accuracy and timeliness of refunds and ensuring records of payments, refunds are carried out solely via bank transfer to their bank account.

14. Complaints 

If the wrong products were delivered, the buyer returns the products which will be replaced by the seller free of charge. In this case the seller covers delivery costs. The seller does not cover cost of returned items where no wrongdoing from the seller has been determined. Originally delivered products must be returned unused, undamaged and in original packaging. They must be returned properly protected from transport damages – packed in a hard box, if possible, in the same box you have received the products.

If delivered products do not match the characteristics or specifications of the ordered products (delivery of faulty products), the buyer must inform the seller in eight days form the date the product was received. The company Valens Int d.o.o. is not responsible for faults that occur six months after the delivery.

Under the head of material defect the consumer may by their choosing demand: repair or refund of the paid sum in proportion to the defect or exchange of the product or refund of the paid sum. The right to enforce material defect is regulated by Consumer Protection Act.

15. Ratings and comments

By submitting a rating, the user expressly agrees to the terms of use of his opinion or comment and allows the seller to publish part or the entire text in all electronic and other media of communication with the public. The seller has the right to use the content indefinitely and for any purpose that is in the business interest, including publication in advertisements or other marketing communications.

16. Limitation of liability

Due to the nature of online business, Valens-health.com offer is updated and changed often and quickly. Online prices are the prices applied to online purchases in the event of an immediate 100% payment by cash or payment of the invoice via bank transfer.

17. Complaints and disputes

The provider respects the valid legislation for customer protection. The provider tries to fulfil their duty to set up an effective system of considerations of complaints and to appoint a person the buyer can contact via phone or e-mail in case of problems. The complaint is sent via e-mail [email protected]. The complaint consideration process is confidential.

Online shop www.Valens-health.com tries its best for possible disputes to be solved by common consent. The shop’s mission are satisfied customers and products in everyday use. We are always available to you via e-mail [email protected] to resolve any doubts and questions that may arise.

Valens d.o.o. does not recognize any out-of-court consumer dispute resolution provider as competent to resolve consumer disputes . As a provider of online shop in the Republic of Slovenia, we are publishing an electronic link to the Consumer Dispute Resolution Online Platform https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

18. Personal data protection 

The seller (www.valens-health.com / Valens Int d.o.o.), compliant with Personal Data Protection Act (ZVOP-1), binds to protect privacy of users and will not distribute their personal data to third parties. The user agrees that website www.valens-health.com uses their data for the purpose of analysis, with which the user explicitly contends. The user is not bound to reveal their identity unless they choose so. Website www.valens-health.com binds itself to maximum care for privacy of all data,  but warns about the possibility of abuse. The user also holds the responsibility for the protection of personal data by ensuring safety of their username and password and by using appropriate computer protection. By filling the purchase form, www.valens-health.com holds the following data indefinitely: name and surname, address, contact phone number, home address and delivery addresses and country, time and date of registration and archive of communication with seller.

19. Data processing and storage

By purchasing and registering, the user authorizes Valens Int. d.o.o., that as the controller of the personal data collection, it processes the collected personal data for the purposes of sampling, surveying and statistical data processing, for determining the use of products, adjusting the offer and segmentation, for market research, informing about the offer, news and benefits, for sending e-news and other advertising material of Valens and related business entities.

The specified data can be provided by Valens Int. d.o.o. and the contractual processor process for their own needs until the consent is revoked with the request to remove personal data from the database, otherwise only for as long as is absolutely necessary to achieve the purpose for which the data was collected. During the management of personal data, the individual has the possibility of viewing and updating data in the database upon request.

20. Change of general conditions

Valens Int. d.o.o. has the right to change the general terms of business at any time at its own discretion. Users are notified of changes to the general terms of business by email to the email address provided they have a user account. In addition, any changes to the general conditions will be published on the website www.valens.si.

Each change to the general terms and conditions comes into force and is applied after the expiry of the 8-day period from the publication on the website. At the same time, Valens Int. d.o.o. adds the right for the change to the general terms and conditions to enter into force and be applied within a shorter period of time or immediately, if this is necessary for compliance with regulations.

21. Cookies

On the website www.valens.si, we use cookies in accordance with the currently regulations. Cookies are used for the purpose of improving your user experience, monitoring and analyzing your visit to the website, on the basis of which the website content is adapted to the user’s wishes and optimization of the use of the website. They also serve to prepare anonymous statistical data that help us understand the user’s use of the website and thus help to improve the content of the website.

The storage of cookies is under the full control of the user’s browser – it can limit or disable the storage of cookies as desired. All cookies, with the exception of essential cookies, are loaded on your web browser only based on your express consent. Cookies can be set by the website the user visits (first party cookies), but they can be set by other websites/services that display content on the page the user is viewing (third party cookies).

20.1. What are cookies?

Cookies are small text files sent by a website and stored in the web browser (device) that accesses the website. With their help, the website “remembers” the user for the duration of the visit (session cookies) or in case of a repeat visit (persistence cookies). When the device returns to the website, the information stored in the cookie may be transmitted back to the website.

20.2. We use the following cookies on our website:

Mandatory cookies

Mandatory cookies are necessary to move around the website and use its features, such as accessing secure areas of the website. Without these cookies, it is not possible to provide services, as they are absolutely necessary for the proper functioning of the website.

Analytical cookies (statistics)

Analytical cookies are cookies that we use to improve the services we offer. The website uses the most widely used tool Google Analytics.

Advertising cookies (marketing)

Advertising cookies are third-party cookies that are used to track the user of the website so that they can display relevant advertisements that are interesting to the user and thus more valuable to publishers and third-party advertisers.

20.3. Deleting cookies and settings

You always have the option to accept or reject online cookies on the website. If you agree to the loading of all the listed types of cookies, click “I agree”, otherwise edit the permissions in “Cookie settings”. If you mark “I do not agree” or click on “X”, Google Analytics cookies will not be loaded and this service will be disabled in this case. Data collected with the help of cookies is not forwarded to third parties, with the exception of contractual processors in certain cases, taking into account contractual obligations regarding the protection of personal data.

The user himself is also responsible for the protection of personal data, namely by ensuring adequate software (anti-virus) protection of his computer.

21. Advice for users:

The user must protect their username and password for accessing web services of website www.valens.si. In case of unauthorised use of the user’s data the injured user should inform the website of the violation of their user’s rights in writing. The user is responsible for reading, opening and viewing all content of the website. There is no age restriction for content on www.valens-health.com. The website holds the right to short unavailabilities of the website www.valens.si due to technical reasons of maintenance and hardware exchange and binds itself to inform the users in advance when unavailabilities are longer (more than 24 hours).

22. Communication with online shop users 

The provider will contact the user using communication long range services only if the user does not explicitly object. Advertisement e-mail will include the following:

• clearly legible sender
• various offers, promotions and other marketing techniques will be marked as such (terms for participation will be clearly determined)
• unsubscription from the mailing list will be clearly presented
• user’s wish to be unsubscribed from the mailing list will be explicitly respected.

23. E-news 

By signing up for e-news the user agrees to be informed of novelties and promotions on our website. The seller binds oneself that user’s e-mail address will not be misused or given to third party. The user can at any time unsubscribe from receiving e-news.