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Terms & Conditions

Thank you for interest in Coenza product portfolio. To ensure a smooth and efficient ordering process, we have outlined the steps and essential information you need below. Please review this information carefully, and feel free to contact our Customer Support Team with any questions or concerns.

Placing the Order

Our customers can place orders with us online or direct inquiries. We do not accept orders by phone. Important information should be present before processing an order:

  • Contact name;

  • Company name;

  • Billing and shipping information;

  • Phone number and e-mail address;

  • Complete product names and quantities.

 

If you are making a direct inquiry, you should contact the desired customer service specialist or contact us through info@coenzalabs.com.

Payment Terms

  1. We accept the following payment methods for online orders: 
    • Visa and MasterCard 
    • Bank transfer 
    • Wire transfer through Swedbank, SEB, Luminor, Citadele, or Šiaulių bankas

  2. Pre-payment is required for the first direct inquiry.

  3. Pre-payment is always required for bulk or custom products.

  4. All payments are made in Euros.

  5. Payments are processed through the MakeCommerce.lt platform.

Shipping Information

  • Catalogue products are available from stock, and shipments are initiated within 24 hours of receiving the order online or 24 hours after receiving payment via direct inquiries.

  • Our products are delivered within 1-2 business days after dispatch.

  • If a product is out of stock, we will contact you within 24 hours to inform you when it will be back in stock.

  • All products can be stored at ambient temperature for a short period. Purchased products are shipped at 0 to +5°C. To maintain the right temperature during transit, we ship products with a shipping gel pack.

  • For bulk quantity parcels, dry ice shipping is available upon request.

  • All products are sold under EXW Incoterms. Shipping costs are calculated at checkout based on your location and the chosen shipping method.


​For more details about shipping, please check Shipping page.

Order Tracking

Once your order has been shipped, you will receive a Shipment Confirmation email. The order tracking number will be provided by courrier company.

Returns and Exchanges

Products should be immediately inspected upon receipt. Any notifications of damage or errors should be sent to our Customer Support Team.
 

For more details about return policy please check Return policy page.

Customer Support

For any questions or assistance with your order, please contact our customer service team:

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