Terms and conditions of sale

These terms and conditions of sale apply to every purchase made through this webshop, which is owned and operated by Keypills Medical Ltd, trading as Keypill, of 128 City Road, London, United Kingdom, EC1V 2NX ("Keypill", "we", "us"). Placing an order is acceptance of them as they stand on the day the order is placed.

They cover everything we sell — medical devices, cosmetics, professional consumables and devices for clinic use — together called "products". Where these terms and a page elsewhere on this site describe the same thing, these terms prevail for orders, and the shipping and privacy pages give the operational detail.

• An account application is reviewed before the account opens. Until it is approved, prices are not visible and no order can be placed — the server enforces both.
• You are responsible for the accuracy of the information on your account — business name, contact details and, where applicable, your VAT number — and of the delivery details you confirm at checkout. The order records those delivery details as they stood on the day, and the box is labelled with them.
• If your details change, tell us before the next order rather than after it. Changed details may be re-verified the way the original application was.
• Keep your sign-in credentials to the people entitled to order for your business. Orders placed under your account are yours.
• We may suspend or close an account that no longer meets the trade-only requirement or these terms.

The webshop takes orders at any hour. Each order receives a reference and appears under Orders in your account with its payment and fulfilment status.

• An order you place is an offer to buy, and it is binding on you once placed.
• The on-screen acknowledgement and the order reference confirm receipt of the order — they are not yet acceptance of it.
• A binding agreement forms when we dispatch the order or confirm it in writing, whichever comes first. Until then we may decline an order — for example where stock, verification or an obvious pricing error requires it — and anything already paid on a declined order is refunded.

We work to keep what the store shows in stock, but availability is not guaranteed. If we cannot fulfil a line, we will either offer an equivalent product in quality and price — which you are free to accept or reject — or tell you we cannot supply it.

If you reject the alternative, or none exists, our only obligation is to refund whatever has already been paid for the affected line. Those are the remedies for unavailability, and there are no others.

• Our price list is in euro, per pack, and exclusive of VAT, of any taxes or duties in the destination country, and of delivery. VAT and delivery appear as their own lines at checkout before anything is confirmed.
• You may place an order in euro, US dollars or pounds sterling, chosen at checkout. A non-euro order is converted from the euro price list at the European Central Bank reference rate current at the moment the order is placed; that rate is recorded on the order, and the amount in the order's own currency is the amount you contract at and are invoiced for. Once placed, an order's figures do not move with the market.
• Every figure is recalculated on the server at the moment the order is placed, and the order stores those amounts. If a price or a quantity tier changed while something sat in the basket, the server's figure is the one that applies.
• Prices can change at any time, but a change does not touch an order already placed: the order stores the amounts calculated when it was placed, and those are the amounts that apply.
• Payment is due before dispatch, and we are under no obligation to hand a consignment to the carrier before full payment has arrived. An order carries its payment status — pending, paid or failed — on the order in your account, and nothing is dispatched while it reads pending. Questions about settlement go to your account desk.

The services, costs, destination list, the dispatch cut-off and the receiving-desk checks are all on the shipping and delivery page, which is part of these terms for every order. Three points belong here as well:

• Transit times are the carrier's estimates from dispatch, not guaranteed dates. If an undispatched order is materially delayed, you may cancel it and have anything paid on it refunded. Your account desk is the place to ask where an order stands.
• We are not responsible for a failed delivery where the address on the order was wrong, incomplete or changed while the consignment was in transit. The address the order shows is the address the box is labelled with.
• Orders cannot be collected in person. Everything travels by carrier, with the risk in transit carried by us until delivery.

Inspect every delivery when it arrives — carton, coolant, units, batch numbers and dating — following the steps on the shipping page. What that inspection finds is only useful if it reaches us in time:

1. 1Report transit damage, a shortage or any defect the arrival inspection should reveal in writing to sales@keypill.com no later than 3 working days after receipt. Report a defect that could not have been found on arrival as soon as it is discovered. Include the order reference, the product, the batch number, and photographs of the outer carton and the unit.
2. 2Quarantine the affected stock and do not use it.
3. 3Wait for written instructions before returning anything. We decide the return route and carrier; an unannounced return cannot be matched to a consignment and slows everything down.

For a justified and properly notified complaint we will, at our choice, reduce the price, replace the product, or take it back and refund the purchase price. Those are the remedies, and a report that arrives outside the windows above, or without documentation, can be rejected. In respect of anything the arrival inspection should have revealed, products are otherwise taken as accepted as delivered.

Beyond what is written in these terms, no further representation or warranty — including as to satisfactory quality or fitness for a particular purpose — is given, except where the law does not allow such a term to be excluded.

Keypill supplies the trade across more than one jurisdiction. What is lawful to import, hold, market or use where you practise is your responsibility, not ours:

• You warrant that you hold, and will maintain, every permit, licence, registration and notification needed to import, store, market and use the products where you are established.
• You are responsible for handling the products as their labelling and instructions for use require — including cold-chain storage from the moment of delivery.
• Any restriction attached to a product — by these terms, its packaging or applicable law — follows the product if you resell it, and you will impose it on your own customer.

• Tell us within 2 working days of learning of a suspected adverse event involving a product we supplied — a malfunction, a deterioration in performance, or labelling that could contribute to harm. Write to sales@keypill.com with the batch number; the batch record made at your receiving desk is what makes this fast.
• If a manufacturer or authority recalls a product, we will contact you with instructions. Follow them, keep the documentation, and pass the notice to your own customers if you resold the product.

• We are not liable for indirect or consequential losses — loss of profit, production, goodwill or business — arising from a product or a delayed or failed delivery.
• For any claim connected to an order, our total liability is capped at the price paid for the products the claim concerns.
• A claim must be notified to us in writing within 3 months of delivery of the products concerned, after which it lapses.
• Nothing in these terms excludes or limits liability that cannot lawfully be excluded — including liability for death or personal injury caused by negligence, or for fraud.

• Product photographs and illustrations — some of which are digitally produced — show the product type; packaging, labelling and market-specific presentation can differ between batches and countries. The manufacturer's packaging and instructions for use prevail over anything shown here.
• Nothing on this site is medical, clinical or regulatory advice. Treatment decisions belong to the qualified practitioner using the product, following the manufacturer's instructions for use.
• Brand and product names belong to their manufacturers and are used to identify genuine goods. We assume no liability for a product's alleged infringement of a third party's rights; if you receive such a claim, tell us promptly.

You are responsible for any taxes, duties, customs charges and fees levied on the purchase, import or onward movement of the products in your country, and for any delay a customs authority causes. Charges imposed by the authorities in the destination country are yours to pay and are not grounds for refusing a consignment.

We are not liable for delay or failure caused by circumstances outside our reasonable control — among them carrier failure, border or customs disruption, supplier failure, epidemics, and acts of authorities. Performance resumes when the circumstance passes.

These terms, and any dispute about them or about an order placed under them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. This does not deprive you of any protection granted by mandatory provisions of the law where you are established.

A question about these terms is quicker than a dispute under them: sales@keypill.com, answered within one working day.