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Terms and conditions

The conditions that apply when you use this website and place an order: ordering, payment, delivery, cancellation and returns.

About terms and conditions

You can save or print these Terms and Conditions with the print function of your browser.

We ask you to carefully read these terms and conditions before using our website and making a purchase. When you use our website, you agree to these terms and conditions.

These terms and conditions become valid at the time of purchase. They become binding when you, a customer, place an order (online order).

Types of users

“You” stands for a person who visits or uses our website and services.

When a visitor uses content at our website, he or she becomes a user. When a user places an order, he or she becomes a customer.

You can place an order as a guest, or you can register for an account.

You can create an account at the website during the Checkout (click “Create an account”) or at the My Account page.

Registered users can always access their user accounts at https://www.patris-health.com/my-account/. A user name of a registered user is his or her e-mail address, and a password is the one he or she entered when creating an account. If a registered user wants to change the password or other personal data, he or she can do so at any time in the user account.

How to order?

1. Choose a product

Browse among various products you find at our website.

2. Click the button “Add to cart”

The product is added to your cart.

You can open the cart at any time with the cart symbol at the top of the page.

In the cart you can change the quantity of a product or remove a product.

3. Checkout

Fill out data for delivery and choose your preferred payment method.

When your cart is complete, go to the checkout and enter the details we need to process your order.

At the Checkout, we ask you for the following information:

First name and Last name
Country
Street address
Postcode/ZIP
Town/City
Phone number
E-mail address

If you want us to ship to a different address, check “Ship to a different address?” and enter the address.

Choose your preferred payment method.

Accept Terms and Conditions
In the end, you need to confirm that you have read these Terms and Conditions (check “I accept Terms and Conditions”).

Click the button “Place order”.

If you miss a required field (marked with “*”), the system will remind you. If you already submitted the order, but you would like to change, or if you need help with the purchase order, write to us to orders@patris-health.com.

If the order is successful, you will see a message with the order details. You will receive the order confirmation at the e-mail address you used with your order.

Payment methods

Orders are paid at the checkout.

All payments are processed by Stripe, a recognised payment processor. We do not collect or store any payment data from our customers.

We offer the following payment methods:

Credit or debit card: Visa, Mastercard and American Express
Klarna
iDEAL | Wero
Bancontact
EPS

The payment methods available for your country are shown at the Checkout.

Delivery

We pack your order in discreet packaging. The packaging will be without remarks about the content. Only you will know what is inside the package.

We offer the following delivery options. Delivery prices are stated without VAT. The VAT of your country is added, and the final amount is shown at the Checkout before you pay.

Standard delivery (GLS): 4.16 EUR + VAT, 3 to 4 working days.
Express delivery (UPS): 6.71 EUR + VAT, 1 to 2 working days. Free for orders from 70 EUR.
GLS Parcel Shop pickup: 4.00 EUR + VAT, 3 to 4 working days.
Cyprus, Greece and Malta: express delivery only, 11.60 EUR + VAT.

The final price of the order includes shipping costs. When you pay for the order, this means that you pay for the products and shipping costs. You will not be charged any additional costs with delivery inside the European Union.

Orders before 12:00
We ship the order the same working day if we receive the payment confirmation for the order before 12:00.

Orders after 12:00
When you place and pay for an order after 12:00, we ship it the next working day.

Orders on Saturdays, Sundays and holidays
If you place an order on a non-working day such as a Saturday, a Sunday or a public holiday, we ship it on the first following working day, after we receive the payment confirmation. Parcels are not delivered on Saturdays, Sundays and public holidays.

The time of delivery depends on the carrier. It usually takes 3 to 4 working days with standard delivery and 1 to 2 working days with express delivery. You receive the tracking number by e-mail.

If we do not have products on stock, we will inform you by e-mail or by phone about the estimated delivery. Usually, every product currently out of stock is available again within a reasonable time.

Pricing and availability

All product prices listed at the online store include Value Added Tax (VAT).

Product prices do not include delivery costs.

Prices of the products are valid at the time of purchase and until cancellation. We reserve the right to change the prices without prior notice. If we change the price during your Checkout, we enable you to buy such products for the lower price, or you always have an option to cancel the order.

Special deals and discounts

Sometimes we make special offers of specific products or product bundles or offer discounts. Product discounts are not cumulative. If a product is already discounted, other available discounts are not applicable unless otherwise specified.

Contract and cancellation

The contract between a customer (you) and us is concluded at the time we confirm to you the acceptance of the order (after placing an order, you will receive the order confirmation by e-mail).

We store the contracts electronically. If you place an order as a registered user, you can access the contract in your user account. If you purchased as a guest, we keep contracts stored and are available to you upon request. From the moment of the conclusion of the agreement (when you receive an order confirmation by e-mail), all prices and other conditions are fixed and apply to us as a supplier and you as the customer.

If you want to cancel your order, you can cancel it as long as it has not been dispatched. Please send us an e-mail with your order number to help@patris-health.com.

After the order has been dispatched, the right of withdrawal and the 90-day return described below apply.

Invoices

You receive the invoice by e-mail. The invoice contains all information as necessary by the applicable law about us the supplier, ordered products, price, value-added tax, and all other costs related to the purchase.

You should only insert correct and valid information with your order. Later objections and requests to change information on the invoice are not possible.

Right of cancellation, return, and exchange of products

Right of withdrawal (14 days)
You have the right to withdraw from the purchase within 14 days from the day you received the ordered products, without giving a reason. Send your notice of withdrawal by e-mail to help@patris-health.com. You can use the model withdrawal form at the end of this section, but it is not required: any clear statement that you withdraw from the purchase is sufficient. To meet the deadline, it is enough to send your notice before the 14 days have ended.

90-day return
In addition to the statutory right of withdrawal, you can return products within 90 days of your purchase. Write to us first at help@patris-health.com with your order number. We organise the return and send you the return instructions. The return is free of charge for you.

Condition of returned products
Products you return must be undamaged, unused, unopened and in their original packaging. Self-tests are sealed medical devices: for reasons of health protection and hygiene, a test that has been opened after delivery cannot be returned.

Refunds
When your return has arrived and has been checked, we confirm it by e-mail and refund the amount to the payment method you used for the order. The refund is made within 5 days after we have reviewed and clarified your case and, when you exercise the right of withdrawal, no later than 14 days from the day we were informed of your decision to withdraw.

Delivery charge
If you withdraw from the purchase within 14 days of receiving your order, we also refund the delivery charge. If you chose express delivery, we refund the amount of our least expensive delivery option. For returns after 14 days, the delivery charge is not refunded.

Damaged, defective or wrong products
If the packaging is physically damaged, if it lacks content, if there are signs of being opened, or if you received the wrong product, contact us at help@patris-health.com with your order number and, where possible, a photograph. We send you a new product or arrange the exchange.

Exchange
We replace a product only when it is damaged or defective. If you would like a different product, return the unused one for a refund and place a new order, or write to us and tell us which product you would like.

Model withdrawal form

Complete and send this form only if you want to withdraw from the purchase.

To: PATRIS d.o.o., Brnciceva ulica 13, SI-1231 Ljubljana, Slovenia, e-mail: help@patris-health.com
I hereby give notice that I withdraw from my contract of sale of the following products:
Order number:
Ordered on / received on:
Name of the consumer:
Address of the consumer:
Signature of the consumer (only if this form is sent on paper):
Date:

Complaints and Guarantee

If you want to file a complaint, please send it to us by e-mail at help@patris-health.com. If you need to enforce a warranty, we will follow the Consumer Protection Act and our internal Patris Health Quality Guarantee.

As a consumer you have statutory rights if a product is not in conformity with the contract. We are liable for any lack of conformity that exists when the product is delivered and becomes apparent within two years of delivery. In that case you are entitled to have the product replaced free of charge and, where the law provides for it, to a price reduction or to end the contract and receive a refund. To use these rights, write to us at help@patris-health.com with your order number.

Under the Patris Health promise, if a test gives no valid result when it was performed as the instructions describe, we replace the test or refund the purchase price, and you do not send anything back. To use the promise, write to us at help@patris-health.com within 90 days of your purchase, with your order number. The Patris Health promise applies in addition to your statutory rights and does not limit them.

Security and personal data protection

Please read our Privacy statement.

Use of Cookies

Please read our Cookie policy.

Handling complaints and settlement of disputes

We follow regulatory provisions for consumer protection and will try to resolve any dispute for your benefit and satisfaction.

PATRIS d.o.o. does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that a consumer could initiate under the Slovenian Out-of-Court Resolution of Consumer Disputes Act.

If we are not able to resolve a dispute with you, a competent court in Ljubljana, Slovenia, will undertake procedures to settle potential disputes.

If you are a consumer, this does not affect the protection given to you by the mandatory provisions of the law of the country where you live. You may also bring proceedings before the courts of that country.

You can always contact us for any complaints you might have by e-mail at help@patris-health.com. We will treat any complaint confidentially. Within five working days at the latest, we will notify you of the receipt of the complaint, with an explanation of further procedures and the estimated time of processing a complaint. We will keep you informed about the progress.

Limitation of Liability

Despite great care and effort to provide the most up-to-date and accurate information, misinformation about the prices and availability can occur. In such a case, we will notify you about the change. You will have a possibility to cancel the order, accept new conditions, or to replace the ordered product.

You must use the ordered products according to the Instructions for Use. We are not liable for any damage that might incur to you, a customer or user if instructions for use are not strictly followed.

A self-test gives a first answer. It is not a medical diagnosis and does not replace an examination or advice by a doctor. If you have symptoms, or if you are not sure about a result, consult a doctor.

Nothing in these Terms and Conditions limits the rights you have as a consumer under mandatory law.

Acceptance and Changes of Terms and Conditions

When you use our website, you accept these Terms and Conditions. If you do not agree with these Terms and Conditions, you should refrain from buying.

We reserve the right to change these Terms and Conditions without prior notice. We recommend that you read the Terms and Conditions every time you use our website. The version that was valid when you placed your order applies to that order.

For any questions, please contact us by e-mail at help@patris-health.com.

These Terms and Conditions are valid from 15 October 2026.

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