AGB / General sale conditions
AGB / General sale conditions
Prot. Int. UT003 – 01.2025 – V19
Orders:
We accept orders by phone during office hours or by email (info@sanifarm.com) or on our e-Commerce portal.
Orders shall be sent by 12:00 noon of the day before the delivery day to ensure they can be properly and completely dealt with.
Office hours:
From Monday to Friday from 09.00 AM to 01.00 PM and from 02.30 PM to 06.00 PM.
Warehouse hours:
From Monday to Friday from 09.30 AM to 12.30 PM and from 02.30 PM to 5.30 PM.
Address/Telephone number / Emailadress:
Switchboard(0039) 0471 933191 info@sanifarm.com
Sales office(0039) 0471 933191 + Ext. 1info@sanifarm.com
Warehouse(0039) 0471 933191 + Ext. 2info@sanifarm.com
Accounting and administration (0039) 0471 933191 + Ext. 3contabilita@sanifarm.com
Marketing (0039) 0471 933191 + Ext. 5marketing@sanifarm.com
FAX (0039) 0471 051993
PEC Email sanifarm.com@pec.it
Web: www.sanifarm.com
Returns policy:
Drugs - OTC drugs:
Returns are accepted ONLY within 7 days of purchase except for product recalls.
All returned products shall be carefully checked (expiration date, temperature, batch number, packaging).
The return transport documents shall contain the following representation:
“It is represented that the products listed herein have not expired, have been handled under the appropriate conditions and have
been stored at adequate temperatures” (Italian Decree Law 538/92 and Italian Ministerial Decree 7/99)” and it shall contain the
following information: Batch number, Expiration date and Purchase ref.
Sutures:
Products may be returned within 45 days of purchase ONLY. Returned products that have already been opened and/or used shall not be
accepted.
Equipment - devices:
All repairs not covered by warranty shall be charged to the customer. For repair/replacement, it is mandatory that a copy of the purchase
document be attached. Furthermore, the “Returned for repair“ form shall be filled in, which can be obtained requesting it to the address
info@sanifarm.com. Repairs shall be made by external firms or by the manufacturers. The time needed for repairs can range from 10 to 60
days.
Returned products shall be accepted only if accompanied by A RETURN BILL. IT IS MANDATORY THAT THE COMPANY BE INFORMED BEFORE RETURNING ANY PRODUCT.
Complaints - claims:
No complaints and/or claims shall be accepted if lodged after 48 hours of delivery.
For consumer disputes arising from this contract for online sale of products and services between Sanifarm Bolzano Srl and a Consumer,
please be informed that, under Article 14 of Regulation no. 524/2013/EU, the complaint may be lodged also through the Online Dispute
Resolution Platform of the European Commission, accessible from the link “http://ec.europa.eu/odr.”
Please, be informed also that we warrant that we shall participate in any alternative dispute resolution procedure before the ADR body “Conciliareonline.it”:
Via Dodiciville, 2
39100 Bolzano (BZ), Italy
Phone: +39 0471-975597 Fax: +39 0471-979914
E-mail: info@conciliareonline.it / info@onlineschlichter.it
Website: www.conciliareonline.it / www.onlineschlichter.it
Quality:
Sanifarm Bolzano Srl goes to great lengths to verify the quality of each single item. Suppliers are chosen at completion of an assessment giving full evidence of their skills and reliability. However, for any problems, please do not hesitate to contact us.
Force majeure:
Force majeure events shall relieve the seller from its obligation to supply, its obligation to compensate damage and from its obligation to keep the supply on hold until it is possible to deliver it.
Prices:
Prices are applied in accordance with the price lists in force as at the order date and do not include VAT.
We recommend that you ask for a written order confirmation, which shall give you the updated prices and confirmation that the items you have ordered are available. Prices may change based on unforeseeable market conditions.
Retention of title:
It is expressly agreed that the seller shall retain full ownership of the goods from their delivery to full payment of the price as per the related invoice. In case payment is not made, Sanifarm Bolzano Srl/GmbH shall be entitled to demand that the goods be returned and to charge any incurred expenses.
Payments and gifts:
Payment by Ri.Ba (Electronic Bank Receipt) and SEPA credit transfers:
For B2B customers only with prior approval by the Top Management. We charge €2.30 + VAT for bank expenses in the invoice.
For electronic bank receipts and SEPA credit transfers rejected by the payer bank, we charge €4.80 (excluding IVA) in the next invoice.
Bank credit transfers not pay by the due date:
Any ‘second reminder will result in a charge in the next invoice of €4.50.
Payment in cash:
Amounts up to € 1,999.00 may be paid in cash.
Payment by cheque:
Only upon prior agreement with the administration office.
Payment with PAYPAL:
B2B Customers are requested to ask for this type of payment when placing the order.
For e-commerce order, this option is given at checkout. Consumers (B2C) that do not request an invoice shall be given no documents valid for tax purposes pursuant to Article 22, paragraph 1, item 1) of Italian Presidential Decree no. 633/1972.
For orders placed by consumers in EU Member States, we accept payments by PayPal only. Also in this case, no documents valid for tax
purposes shall be issued.
Payment with Mountex:
Payments via Mountex are only possible after agreeing the payment method with the admistator, and exclusively for orders with an invoice.
Mountex payments will not be accepted if the reason for payment on the invoice is different from the agreed one.
Gifts:
Any gifts, prizes, refunds or agreements with third parties will only be recognised and/or maintained if the customer makes regular payments in accordance with the agreed terms. In the event of late payments or disputes, any agreements with third parties shall be deemed null and void. If a credit note has already been advanced, we shall proceed with the issue of a debit note. For free goods, an invoice will be issued.
Refund of payment of online orders:
If one or more products NOT currently on stock are purchased, without requesting prior confirmation of availability via e-mail, and the ordered product or products cannot be available shortly, the order shall be put on hold until the product is available. If the order is cancelled, up to 15% of the total amount shall be deducted and retained to cover the fees provided for in PayPal refund policy and the management of the booked products.
Payment shall be made in accordance with methods and terms agreed on between the parties.
In case of late payment, SANIFARM Bolzano Srl/GmbH shall be entitled to charge default interest to be calculated in accordance with Article5 of Italian Legislative Decree no. 231 of 9 October 2002, as well as any return expenses and/or rebates associated with the payment method.
Undelivered goods:
In case the courier cannot deliver the goods and the related Undelivered Goods procedure is started, Sanifarm Customer Service shall inform the customer via e-mail. The customer shall reply and give the related instructions within the second day of the e-mail receipt with no additional cost charged. For replies after such term has expired, Sanifarm Bolzano Srl may charge the related expenses for impossibility to deliver and storage.
Delays:
Due to the long waiting time for products from various supplies, please be informed that some products may take 5 weeks or longer to be delivered.
Products collected by customers:
Pickup by the customer at our main warehouse or at our store is possible.
Packaging material:
Al cardboard boxes, packaging material standard and thermal pouches are included in the price. Please, give back the cardboard boxes and pouches to our carrier whenever possible: back at out warehouse, they will be cleaned and re-used to ship other products. This will be a considerable contribution to reducing packaging material waste and subsequent pollution.
Plastic crates are monitored with an incoming and outgoing system. They shall be returned within 30 days of delivery.
Delivery terms and methods:
Sanifarm Bolzano Srl shall be entitled to organize the transport of ordered products that are heavy and/or large in size and/or can be easily damaged using a selected courier. For these types of products, the average time to delivery is 10 business days.
In case the products are not shipped in one go, the contribution to shipping expenses and the fixed preparation fee shall be paid once only at the first shipment of the goods, also in case more than one parcel is to be shipped due to temporary unavailability of some of the ordered products.
Transportation costs and services:
Standard Shipping Cost Italy - 16,00 € + VAT
Standard costs for orders with temperature-controlled products - 20,00 € + VAT
Including packaging
Transportation of livestock feed
Large-size products and/or products with weight of over 100 Kg
Shipments Abroad (also for B2C online orders)
ADR Goods - charges applied on all supplies according to our quotation
Packaging included, disposable pallet included, EPAL pallet not included (2)
Reduced shipping expenses for e-commerce customers only (Italy) - 9,84 € + VAT
Any additional costs:
Fixed fee for order preparation and handling - 10,00 € + VAT
(in addition to transportation costs) (1)
EPAL pallet (2) - 22,00 € + VAT
Polystyrene for temperature-controlled products - 4,50 € + VAT
Special packaging and pallets of different sizes disposable - Upon request
Minimum order quantity for free shipping:
Veterinary practice - Veterinary hospital
Farms - Stables
Pharmacies
Standard product orders - 200,00 € + VAT
Orders containing temperature-controlled products - 360,00 € + VAT
B2C Ecommerce Orders (Individuals) (Only for domestic shipments - Italy) - 165,00 € Incl. VAT
B2B - Wholesalers Resellers B2B
Resale
E-commerce orders - 1.200,00 € + VAT
For orders below the amount of 250.00 € + VAT in addition to the shipping cost we also charge a fixed fee (1).
Sundry documents:
Upon substantiated requests, we are ready to provide a copy of the entries about our company in the business register held by the Chamber of Commerce, a copy of our ISO 9001 certification, and copies of any other authorizations we hold. Conversely, no identity documents of our employees and of the sole director shall be provided for any reason whatsoever. We do not fill in any forms of supplier quality certifications at the request of customers.
Applicable legislation, court of competent jurisdiction and claims:
The Law Courts of Bolzano shall have competent jurisdiction on any disputes between Sanifarm Bolzano Srl/GmbH and any customer. Any delays in delivery shall not trigger any penalties or default interest.
Invoices to consumers for tax deduction:
In order to have a document allowing you to deduct the drug you purchased for your pet from your taxes, you must request it upon invoice
issuance. Furthermore, the invoice shall be paid upon its issuance.
Language:
These Sale General Terms and Conditions have been prepared in Italian and have been translated into German and english.
In case of any inconsistencies and/or different interpretations between the text in Italian and the one in German/english, as well as in case of interpretations of the text in German conflicting with the Italian legislation, the text in Italian shall prevail.
Changes – Amendments:
Sanifarm Bolzano Srl shall be entitled to change and amend the clauses in these General Terms and Conditions of Sale at any time, informing of such changes and amendments by e-mail.
Orders:
We accept orders by phone during office hours or by email (info@sanifarm.com) or on our e-Commerce portal.
Orders shall be sent by 12:00 noon of the day before the delivery day to ensure they can be properly and completely dealt with.
Office hours:
From Monday to Friday from 09.00 AM to 01.00 PM and from 02.30 PM to 06.00 PM.
Warehouse hours:
From Monday to Friday from 09.30 AM to 12.30 PM and from 02.30 PM to 5.30 PM.
Address/Telephone number / Emailadress:
Switchboard
Sales office
Warehouse
Accounting and administration
Marketing
FAX
PEC Email sanifarm.com@pec.it
Web: www.sanifarm.com
Returns policy:
Drugs - OTC drugs:
Returns are accepted ONLY within 7 days of purchase except for product recalls.
All returned products shall be carefully checked (expiration date, temperature, batch number, packaging).
The return transport documents shall contain the following representation:
“It is represented that the products listed herein have not expired, have been handled under the appropriate conditions and have
been stored at adequate temperatures” (Italian Decree Law 538/92 and Italian Ministerial Decree 7/99)” and it shall contain the
following information: Batch number, Expiration date and Purchase ref.
Sutures:
Products may be returned within 45 days of purchase ONLY. Returned products that have already been opened and/or used shall not be
accepted.
Equipment - devices:
All repairs not covered by warranty shall be charged to the customer. For repair/replacement, it is mandatory that a copy of the purchase
document be attached. Furthermore, the “Returned for repair“ form shall be filled in, which can be obtained requesting it to the address
info@sanifarm.com. Repairs shall be made by external firms or by the manufacturers. The time needed for repairs can range from 10 to 60
days.
Returned products shall be accepted only if accompanied by A RETURN BILL. IT IS MANDATORY THAT THE COMPANY BE INFORMED BEFORE RETURNING ANY PRODUCT.
Complaints - claims:
No complaints and/or claims shall be accepted if lodged after 48 hours of delivery.
For consumer disputes arising from this contract for online sale of products and services between Sanifarm Bolzano Srl and a Consumer,
please be informed that, under Article 14 of Regulation no. 524/2013/EU, the complaint may be lodged also through the Online Dispute
Resolution Platform of the European Commission, accessible from the link “http://ec.europa.eu/odr.”
Please, be informed also that we warrant that we shall participate in any alternative dispute resolution procedure before the ADR body “Conciliareonline.it”:
Via Dodiciville, 2
39100 Bolzano (BZ), Italy
Phone:
E-mail: info@conciliareonline.it / info@onlineschlichter.it
Website: www.conciliareonline.it / www.onlineschlichter.it
Quality:
Sanifarm Bolzano Srl goes to great lengths to verify the quality of each single item. Suppliers are chosen at completion of an assessment giving full evidence of their skills and reliability. However, for any problems, please do not hesitate to contact us.
Force majeure:
Force majeure events shall relieve the seller from its obligation to supply, its obligation to compensate damage and from its obligation to keep the supply on hold until it is possible to deliver it.
Prices:
Prices are applied in accordance with the price lists in force as at the order date and do not include VAT.
We recommend that you ask for a written order confirmation, which shall give you the updated prices and confirmation that the items you have ordered are available. Prices may change based on unforeseeable market conditions.
Retention of title:
It is expressly agreed that the seller shall retain full ownership of the goods from their delivery to full payment of the price as per the related invoice. In case payment is not made, Sanifarm Bolzano Srl/GmbH shall be entitled to demand that the goods be returned and to charge any incurred expenses.
Payments and gifts:
Payment by Ri.Ba (Electronic Bank Receipt) and SEPA credit transfers:
For B2B customers only with prior approval by the Top Management. We charge €2.30 + VAT for bank expenses in the invoice.
For electronic bank receipts and SEPA credit transfers rejected by the payer bank, we charge €4.80 (excluding IVA) in the next invoice.
Bank credit transfers not pay by the due date:
Any ‘second reminder will result in a charge in the next invoice of €4.50.
Payment in cash:
Amounts up to € 1,999.00 may be paid in cash.
Payment by cheque:
Only upon prior agreement with the administration office.
Payment with PAYPAL:
B2B Customers are requested to ask for this type of payment when placing the order.
For e-commerce order, this option is given at checkout. Consumers (B2C) that do not request an invoice shall be given no documents valid for tax purposes pursuant to Article 22, paragraph 1, item 1) of Italian Presidential Decree no.
For orders placed by consumers in EU Member States, we accept payments by PayPal only. Also in this case, no documents valid for tax
purposes shall be issued.
Payment with Mountex:
Payments via Mountex are only possible after agreeing the payment method with the admistator, and exclusively for orders with an invoice.
Mountex payments will not be accepted if the reason for payment on the invoice is different from the agreed one.
Gifts:
Any gifts, prizes, refunds or agreements with third parties will only be recognised and/or maintained if the customer makes regular payments in accordance with the agreed terms. In the event of late payments or disputes, any agreements with third parties shall be deemed null and void. If a credit note has already been advanced, we shall proceed with the issue of a debit note. For free goods, an invoice will be issued.
Refund of payment of online orders:
If one or more products NOT currently on stock are purchased, without requesting prior confirmation of availability via e-mail, and the ordered product or products cannot be available shortly, the order shall be put on hold until the product is available. If the order is cancelled, up to 15% of the total amount shall be deducted and retained to cover the fees provided for in PayPal refund policy and the management of the booked products.
Payment shall be made in accordance with methods and terms agreed on between the parties.
In case of late payment, SANIFARM Bolzano Srl/GmbH shall be entitled to charge default interest to be calculated in accordance with Article5 of Italian Legislative Decree no. 231 of 9 October 2002, as well as any return expenses and/or rebates associated with the payment method.
Undelivered goods:
In case the courier cannot deliver the goods and the related Undelivered Goods procedure is started, Sanifarm Customer Service shall inform the customer via e-mail. The customer shall reply and give the related instructions within the second day of the e-mail receipt with no additional cost charged. For replies after such term has expired, Sanifarm Bolzano Srl may charge the related expenses for impossibility to deliver and storage.
Delays:
Due to the long waiting time for products from various supplies, please be informed that some products may take 5 weeks or longer to be delivered.
Products collected by customers:
Pickup by the customer at our main warehouse or at our store is possible.
Packaging material:
Al cardboard boxes, packaging material standard and thermal pouches are included in the price. Please, give back the cardboard boxes and pouches to our carrier whenever possible: back at out warehouse, they will be cleaned and re-used to ship other products. This will be a considerable contribution to reducing packaging material waste and subsequent pollution.
Plastic crates are monitored with an incoming and outgoing system. They shall be returned within 30 days of delivery.
Delivery terms and methods:
Sanifarm Bolzano Srl shall be entitled to organize the transport of ordered products that are heavy and/or large in size and/or can be easily damaged using a selected courier. For these types of products, the average time to delivery is 10 business days.
In case the products are not shipped in one go, the contribution to shipping expenses and the fixed preparation fee shall be paid once only at the first shipment of the goods, also in case more than one parcel is to be shipped due to temporary unavailability of some of the ordered products.
Transportation costs and services:
Standard Shipping Cost Italy - 16,00 € + VAT
Standard costs for orders with temperature-controlled products - 20,00 € + VAT
Including packaging
Transportation of livestock feed
Large-size products and/or products with weight of over 100 Kg
Shipments Abroad (also for B2C online orders)
ADR Goods - charges applied on all supplies according to our quotation
Packaging included, disposable pallet included, EPAL pallet not included (2)
Reduced shipping expenses for e-commerce customers only (Italy) - 9,84 € + VAT
Any additional costs:
Fixed fee for order preparation and handling - 10,00 € + VAT
(in addition to transportation costs) (1)
EPAL pallet (2) - 22,00 € + VAT
Polystyrene for temperature-controlled products - 4,50 € + VAT
Special packaging and pallets of different sizes disposable - Upon request
Minimum order quantity for free shipping:
Veterinary practice - Veterinary hospital
Farms - Stables
Pharmacies
Standard product orders - 200,00 € + VAT
Orders containing temperature-controlled products - 360,00 € + VAT
B2C Ecommerce Orders (Individuals) (Only for domestic shipments - Italy) - 165,00 € Incl. VAT
B2B - Wholesalers Resellers B2B
Resale
E-commerce orders - 1.200,00 € + VAT
For orders below the amount of 250.00 € + VAT in addition to the shipping cost we also charge a fixed fee (1).
Sundry documents:
Upon substantiated requests, we are ready to provide a copy of the entries about our company in the business register held by the Chamber of Commerce, a copy of our ISO 9001 certification, and copies of any other authorizations we hold. Conversely, no identity documents of our employees and of the sole director shall be provided for any reason whatsoever. We do not fill in any forms of supplier quality certifications at the request of customers.
Applicable legislation, court of competent jurisdiction and claims:
The Law Courts of Bolzano shall have competent jurisdiction on any disputes between Sanifarm Bolzano Srl/GmbH and any customer. Any delays in delivery shall not trigger any penalties or default interest.
Invoices to consumers for tax deduction:
In order to have a document allowing you to deduct the drug you purchased for your pet from your taxes, you must request it upon invoice
issuance. Furthermore, the invoice shall be paid upon its issuance.
Language:
These Sale General Terms and Conditions have been prepared in Italian and have been translated into German and english.
In case of any inconsistencies and/or different interpretations between the text in Italian and the one in German/english, as well as in case of interpretations of the text in German conflicting with the Italian legislation, the text in Italian shall prevail.
Changes – Amendments:
Sanifarm Bolzano Srl shall be entitled to change and amend the clauses in these General Terms and Conditions of Sale at any time, informing of such changes and amendments by e-mail.