This policy applies to orders placed on erohe-lab.com with Veeprho Pharmaceuticals s.r.o. It is part of our terms and conditions.
Check your delivery when it arrives
- If the box is visibly damaged, ask the driver to note it on the delivery record, or refuse the parcel. Tell us within 2 working days and send photos of the box and the shipping label.
- If you find damage only after opening the box, tell us within 5 working days of delivery. Send photos of the outer box, the inner packaging and the damaged items.
- Keep the box and packaging until we have closed the claim, as the carrier may ask to see them.
We replace goods damaged in transit at our cost. You do not need to deal with the carrier.
Wrong or missing items
If you received the wrong product or quantity, or items are missing, tell us within 5 working days of delivery. We send the correct items at our cost and collect anything sent in error.
Faulty products
A product is faulty if it does not match its product page or specification, or cannot be used for its stated purpose. Examples are cracked vials, caps that do not fit the vial they are listed for, or a filter labelled with the wrong pore size.
Tell us as soon as you find the fault, and no later than two years after delivery. Please send:
- your order number
- the catalogue number (for example ER00345) and the lot number on the label
- how many pieces or packs are affected
- a short description and photos
Keep the faulty goods and do not send anything back until we give you a return number.
- We confirm your claim within 2 working days.
- We decide within 10 working days of receiving the information, or the goods if we need to inspect them. If we need longer, we tell you why.
- If we accept the claim, we replace the goods. If we cannot replace them, we refund the affected items. We pay the return shipping.
- If we reject the claim, we explain why in writing.
Damage caused by use outside the conditions on the product page (for example solvent, temperature or pressure limits), normal variation within the stated specification, and products ordered by mistake are not faults.
Returning goods that are not faulty
In-stock items, shipped from our warehouse in the Czech Republic (EU): you can return unopened packs in their original, undamaged packaging within 14 days of delivery. Ask us for a return number first. You pay the return shipping, and we refund the price within 14 days of receiving and checking the goods. There is no restocking fee.
Items with a lead time (3 to 4 weeks): you can cancel free of charge until we have placed the order with the manufacturer. Email us within 1 working day of ordering. After that, these items cannot be cancelled or returned unless they are faulty or wrong.
We do not accept returns of opened or part packs, free samples, or items supplied at a special quoted price unless the quote says otherwise. If a free sample is faulty, tell us and we send a new one.
Cancelling an order
You can cancel an in-stock order free of charge until it ships. We refund the full amount to the card used for the order. How long the refund takes to appear on your statement depends on your bank.
If you buy as a private individual
Our shop is for businesses, universities and public institutions. If you order as a consumer, consumer law still applies:
- You can withdraw from the contract within 14 days of receiving the goods without giving a reason. Tell us by email, or use our withdrawal form, then send the goods back within 14 days at your cost.
- We refund the price and the standard delivery cost within 14 days of your notice, using the card you paid with. We may wait until we have the goods back or until you show us that you have sent them.
- For faulty goods you have the legal rights of a consumer for two years from delivery. The reporting deadlines earlier on this page do not shorten those rights, and we settle a consumer complaint, including the remedy, within 30 days. You may choose between replacement and repair where both are possible, and may ask for a price reduction or withdraw if we cannot remedy the fault.
- For a dispute you cannot settle with us, you can contact the Czech Trade Inspection Authority (ČOI), which handles out-of-court consumer disputes: coi.gov.cz.
Contact
Email sales@erohe-lab.com or call +420 773 033 992. Returns address, to be used only after we give you a return number: Veeprho Pharmaceuticals s.r.o., Radiová 1122/1, Hostivař, 102 00 Praha 10, Czech Republic (EU).
Last updated 3 October 2026