B2B Returns, Cancellations and Warranty Claims Policy

Document ID: FDT-RETURN-2026-v1.2-EN
Version: 1.2
Last updated: 13 July 2026

1. Seller and B2B scope

This Policy applies to business and professional purchases from:

Jan Panek, autónomo
Trading as Freeze-drying.tech, Liofilizacion.es and Liofilizacao.pt
Spanish NIF: Y2362080V · EU VAT number: ESY2362080V
Rotonda de Versalles 23, 28512 Villar del Olmo, Madrid, Spain
[email protected] · +34 614 332 324

The online facility is B2B-only. This Policy supplements the General Terms of Sale and does not create a Consumer withdrawal or return right.

If mandatory consumer law is nevertheless held to apply despite the buyer’s business declaration and our controls, mandatory rights prevail only to the extent legally required.

2. Confirmed orders and cancellation

2.1 A confirmed B2B order is binding. The Buyer has no automatic right to cancel, withdraw, exchange or return Products.

2.2 Machines that are made to order, configured, ordered from a manufacturer, allocated to production, released for procurement or prepared for dispatch are not returnable unless we expressly agree in writing.

2.3 A cancellation request does not suspend payment, production or other obligations unless we confirm the suspension in writing.

2.4 If we accept cancellation, we may retain amounts paid and recover reasonable unrecovered loss in accordance with the Terms and any model- or stage-specific cancellation schedule in the Order Confirmation.

2.5 Amounts retained are credited against any additional damages. The same loss will not be recovered twice.

3. Voluntary returns of standard stock items

3.1 At our discretion, we may authorise the return of a standard stock accessory or spare part where:

• the request is made within 14 calendar days after delivery;
• the Product is unused, complete and undamaged;
• it remains in original saleable packaging;
• it is not special-order, configured, electrical/electronic software-activated, hygiene-sensitive, consumable or clearance stock; and
• we issue a written return authorisation before shipment.

3.2 Acceptance of a voluntary return is not an admission of defect and does not establish a general return right.

3.3 The Buyer bears return transport, insurance, customs, safe packaging and transit risk.

3.4 We may deduct reasonable inspection, restocking, cleaning, testing, reconditioning, missing-item, supplier, payment and transport costs. A restocking charge of up to 20% of the net item price may apply where proportionate.

3.5 If reasonable direct loss exceeds the restocking charge and the return authorisation expressly reserves that right, the Buyer remains liable for the excess. Identical costs will not be recovered twice.

4. Items normally excluded from voluntary return

The following are normally excluded:

• machines and machine packages;
• made-to-order, configured or special-order Products;
• Products already committed to or accepted by a manufacturer;
• custom voltage, finish, software, accessories or integration;
• demo, used, clearance or “as is” equipment;
• installed, commissioned, connected or commercially used Products;
• consumables, oils, filters, seals, hygiene-sensitive goods and opened electrical parts;
• Products without original serial labels, accessories, documents or packaging;
• Products damaged by inadequate storage, handling or packaging.

5. Incorrect delivery, defects and warranty claims

5.1 Incorrect delivery and valid warranty claims are not voluntary returns.

5.2 Notify visible transport damage as soon as possible, preferably within 48 hours, with the carrier document, photographs, packaging and serial details.

5.3 Notify an apparent model, quantity or visible-condition discrepancy within seven calendar days.

5.4 For a warranty claim, provide:

• order and invoice reference;
• model and serial number;
• detailed fault description;
• photographs/video;
• process and operating data where relevant;
• maintenance history; and
• reasonable remote diagnostic access.

5.5 Do not return a machine without written return, packing and transport instructions.

5.6 We may choose the reasonable remedy available under the commercial warranty, including remote diagnosis, replacement part, repair, return-to-base service, replacement, repeat performance or proportionate credit.

5.7 A claim does not permit withholding unrelated invoices.

6. Return authorisation and packaging

6.1 Send requests to [email protected].

6.2 A return is authorised only when we issue a written return authorisation identifying the Product, destination and conditions.

6.3 The Buyer must use appropriate original or equivalent industrial packaging, palletisation, moisture protection, shock protection and carrier insurance.

6.4 The Buyer is responsible for damage caused by inadequate packaging or unauthorised transport, unless we arranged the collection and assumed that risk.

7. Inspection, credit and refunds

7.1 We inspect returned Products before deciding the accepted value.

7.2 Any approved credit or refund is made after inspection and deduction of applicable costs.

7.3 We issue any invoice correction or credit note required by the applicable tax and invoicing rules.

7.4 Original outbound freight, installation, customs, finance charges and services already performed are not refundable unless the return results from our proven breach or the Order Confirmation states otherwise.

8. Relationship with the Terms

The General Terms of Sale and Order Confirmation contain the complete contractual conditions. If this Policy conflicts with them, the Order Confirmation and General Terms of Sale prevail in that order.