Terms & Conditions (New Customers Only)
1. Scope of the Guarantee
1.1 The Atelerix Money-Back Guarantee (“Guarantee”) is available exclusively to new customers purchasing eligible Atelerix products for the first time, either:
(a) directly from Atelerix Ltd; or
(b) via an authorised Atelerix distributor.
1.2 For the purposes of this Guarantee, a “new customer” is defined as a customer organisation that has not previously purchased the relevant Atelerix product or product type prior to the qualifying order.
1.3 The Guarantee is offered exclusively to customers acting in the course of a business, trade, profession, or research activity. It does not apply to consumer purchases.
1.4 Existing customers, repeat purchases, renewals, re-orders, or customers who have previously used the relevant product are excluded from this Guarantee unless Atelerix expressly agrees otherwise in writing.
2. Guarantee Period
2.1 Claims must be submitted within 30 days of the date of product delivery to the customer.
2.2 Claims submitted outside this period will not be eligible.
3. Mandatory Technical Support Review
3.1 As a condition of the Guarantee, the customer must engage in at least one technical support consultation with Atelerix’s Technical Support Team.
3.2 The consultation will be used to:
(a) review the reported issue(s);
(b) assess whether the product has been stored, handled, and used in accordance with Atelerix guidance; and
(c) determine whether the issue can be resolved through troubleshooting, optimisation, or protocol adjustment.
3.3 The consultation may take place by video call, telephone call, or written correspondence, at Atelerix’s discretion.
3.4 Failure to engage reasonably and in good faith with Atelerix’s Technical Support Team will result in the claim being declined.
4. Conditions of Use
4.1 The Guarantee applies only where the product has been:
(a) stored, handled, and used in accordance with Atelerix instructions, datasheets, and protocols; and
(b) used solely for its intended research or professional purpose.
4.2 The Guarantee does not apply where issues arise due to:
(a) deviation from recommended protocols or workflows;
(b) unsuitable cell types, tissues, or experimental conditions;
(c) equipment failure, contamination, or calibration issues;
(d) use of expired products; or
(e) factors outside Atelerix’s reasonable control.
5. Evidence and Information
5.1 Customers may be required to provide reasonable supporting information, including:
(a) order details and batch numbers;
(b) storage and handling records; and
(c) experimental or process data relevant to the claim.
5.2 Atelerix reserves the right to decline claims where sufficient information is not provided.
6. Determination and Remedies
6.1 Following completion of the technical support review, Atelerix will determine, in good faith, whether the claim is eligible under this Guarantee.
6.2 Where a claim is approved, Atelerix may, at its discretion:
(a) issue a refund of the product purchase price;
(b) provide a replacement product; or
(c) issue store credit of equivalent value.
6.3 Refunds do not include shipping costs, customs duties, taxes, distributor mark-ups, or third-party fees.
7. Product Return
7.1 Atelerix may require the return of the product prior to issuing any refund, replacement, or credit.
7.2 Products must be returned in accordance with Atelerix’s instructions.
7.3 Failure to return the product when requested may invalidate the claim.
8. One-Time and Limited Claims
8.1 The Guarantee is limited to one claim per new customer, per product type, unless Atelerix agrees otherwise in writing.
8.2 Atelerix reserves the right to decline claims from customers who have previously received a refund, replacement, or credit under this Guarantee.
9. Exclusion for Validation-Only Use
9.1 The Guarantee does not apply where products are used solely for validation, benchmarking, feasibility testing, or method development, unless such use is conducted in accordance with Atelerix-recommended workflows and guidance.
10. No Warranty of Scientific Outcome
10.1 Atelerix does not warrant or guarantee any specific experimental, scientific, clinical, or commercial outcome from use of its products.
10.2 This Guarantee relates solely to product suitability and technical performance when used in accordance with Atelerix guidance.
11. Limitation of Liability
11.1 The Guarantee constitutes the customer’s sole and exclusive remedy in relation to dissatisfaction with the product under this Guarantee.
11.2 To the maximum extent permitted by applicable law, Atelerix shall not be liable for any indirect, incidental, or consequential losses, including loss of data, samples, research time, or revenue.
12. Relationship to Existing Terms & Conditions
12.1 This Guarantee is offered as a voluntary commercial benefit and does not replace, override, or supersede Atelerix Ltd’s standard Terms of Sale or any other applicable contractual terms.
12.2 In the event of any conflict or inconsistency between this Guarantee and Atelerix’s standard Terms of Sale, the Terms of Sale shall prevail unless Atelerix expressly agrees otherwise in writing.
13. Mandatory Local Law
Nothing in these Terms & Conditions excludes or limits any rights or remedies that cannot be excluded under applicable mandatory local law. Where such laws apply, these Terms shall be interpreted accordingly.
14. Right to Amend or Withdraw
Atelerix reserves the right to amend or withdraw this Guarantee at any time without notice. Claims already submitted will be assessed under the Terms & Conditions applicable at the time of purchase.
15. Governing Law and Jurisdiction
These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction, except where mandatory local law requires otherwise.
