HHC - FAQ

FAQ

Are we providing samples?

We do not usually provide samples but ordinary products which are sold with a substantial discount as per the potential quantity that would be ordered over several months. As per the number of units ordered afterwards, we might reimburse the cost of the sample.

How much time an offer is valid?

Our quotations have a validity of 3 months since the date indicated in the document unless a longer term is required for exemple in a tender.

Which are the INCOTERMS that we are applying?

For deliveries within the European Union :

All orders within the European Union (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Germany, Denmark, Estonia, Greece, Spain, Finland, France, United Kingdom, Hungary, Ireland, Italy, Lithuania, Luxemburg, Latvia, Malta, Netherlands, Poland, Portugal, Rumania, Sweden, Slovakia, Slovenia) are delivered as intra-Community supplies, exempt from VAT (Incoterm DDP “destination”) and duties (intra-Community delivery – exempt from VAT in conformity with article 262 ter 1 of the C.G.I., general taxation code (Article 138-1 Council Directive 112/2006/EC)).

For deliveries outside the European Union :

Importation costs, VAT and any relevant additional expenses are at the charge of the receiver (incoterm EX WORKS Geneva, Switzerland).

What are our shipping conditions?

Goods can be shipped with cold storage (+2° to +8° C) as perishable with ice or dry ice, or normal storage max. +25°.

What kind of shipping methods do we use?

We usually ship the orders by airfreight, by courrier, forwarding agent or customer's agent, in any case by the most cost effective way.

You cannot find the product you need on our website. What can you do?

If you cannot find the product you are looking for, do not hesitate to contact us. We will do our best to provide you with a solution. This can be one of our products. However we can also indicate another supplier in order to provide you with the best solution. Our company has access to an extended network of manufacturers and distributors all around the world.

Are our products evaluated by the WHO?

We currently have 1 product, the HIV1+2 Istant Check which was evaluated. More details on WHO website. We currently consider the opportunity of submitting other products.

What are the accepted payments' methods?

We accept payment by wire transfer, from bank to bank. Our bank details are available upon request. We also accept payment by credit cards.

What are our payment terms?

We usually apply 30 days payment terms after approval by our finance dept. A form has to be filled in by the customer when its first order is placed. If the approval is not given, we require payment in advance against our proforma.

Free shipping - conditions

For deliveries within the European Union :

Free delivery for orders with total value above EUR 500, CHF 750, GBP 450 and USD 640. For orders below these values, shipping costs are charged.

Dry ice orders :

Free delivery for dry ice orders with total value above EUR 750, CHF 1’125, GBP 675 and USD 960.   For dry Ice orders below these values, shipping costs are charged.

For combined orders each minimum has to be applied as the different products will be shipped separately.

For deliveries outside the European Union :

Shipping costs are not included in our price. The best delivery solution is submitted (courier TNT, DHL, Fedex or airfreight) considering the most cost effective way of transportation that can guarantee the delivery in the best conditions.

What is the lead time for deliveries?

We deliver from 3 to 10 working days depending the availability of the products. Our aim is to deliver as soon as possible but ensuring a secure and smooth delivery for our customers.

How to place firm orders?

We accept orders sent by e-mail, fax or mail. However, the first 2 methods enable us to ensure the most rapid processing of it. Each request must indicate delivery and invoicing address, name of a contact, its phone number, fax and e-mail for each address. Item must be indicated with art. code, name, quantity and price. We also need the reference of our quotation. Please use the e-mail address sales@helveticahealthcare.com or our fax number +41 22 594 85 07.

Is there a minimum quantity to place a firm order?

HHC has no minimum order level.

Guarantee

The seller’s liability for defects in the goods supplied is restricted to free replacement or repair of the goods for a guarantee period of six months from the time of despatch of the goods or until the expiry date of the product. The goods replaced by perfect goods become the property of the seller.

Furthermore the purchaser has no claims of any kind against the seller, in particular any ongoing rights to substitution, reduction or compensation for damages arising through defective supply. Excluded in particular are all claims by the purchaser for compensation for indirect or consequential damages (including lost orders, income or profits, recall costs, interruption of work, claims by third parties) and for all other costs that the purchaser may incur in connection with the supply of the defective goods.

A complaint does not entitle the purchaser to withhold payment of the price of the goods in question.

Technical questions

We are available for any technical questions you might have. Please contact our customer service by e-mail sales@helveticahealthcare.com and provide all necessary details. We will come back to you with an answer. The service is included in the price of the purchased products.