Last updated on January 8, 2025

How to Place an Order?

You may place an order with us via e-mail to [email protected] or fax it either to the respective fax number for your country or to our general fax number: +32 16 50 90 45. An official order form is not required, a simple e-mail message will suffice. To place an order, please provide the following details: Mandatory details: Delivery address Billing address Catalogue number, description and size of the item(s) you wish to purchase Quantity/number of units and a price or a price reference for the item(s). Optional details: VAT number of your organization (see the “Invoicing” section below for more details) A number or other reference for your order that you wish to be mentioned on the invoice, delivery note, etc. Please note that Gentaur shall not be held responsible for incorrect information provided by the customer.

Payment methods and terms

Payments may be made via: Bank transfer Credit card (Visa, MasterCard, American Express) Debit cards Stripe PayPal (so far for a limited list of countries) Payments may be remitted using the quotation and/or invoice number as a reference and the banking details that are available on the footer of the quotation or invoice. For credit cards payments our agents may send you a safe link for payment. In this case, please make sure to provide us with the correct e-mail address associated with the credit card with which the payment will be made. Alternatively, you may call us at the respective phone number for your country or at our general phone number: +32 16 58 90 45 and provide the credit card details. Please, provide the number of your order and/or the number of our quotation/invoice or other reference for the payment. Do not send your credit card details via e-mail. The general payment terms are 30 days net after the invoice is issued. However, Gentaur reserves the right to require a partial or full prepayment for orders when deemed necessary. For some custom services and made-to-order products, a non-refundable fee may be required in advance. All products remain a property of Gentaur until the invoice is paid in full.

Invoicing

Gentaur has locally registered offices with local VAT number is the following countries in Europe: Belgium, Bulgaria, France, Germany, Italy, Netherlands, Poland and United Kingdom. If your billing address is in one of these countries, then the respective local Gentaur company will issue the invoice. If you are from a country in which Gentaur does not have a local office, the invoice will be issued from Gentaur Belgium. In this case we need your VAT number to issue an invoice without adding VAT, which will then be charged locally in your country. If you do not have a VAT number or do not wish to use it, the invoice will be issued with the Belgian VAT rate (21%). If you are from an organization which is VAT-free or has a reduced VAT rate, please enclose a copy of your VAT exemption certificate with each order. Customers from the USA can place orders through our website at the same prices converted into USD (a currency readily available in our menu). The goods for US customers will be delivered and invoiced locally via our subsidiary company Genprice Inc., located in San Jose, California.

Prices

The prices on the website are without VAT and do not include shipping and/or handling fees. Orders for products that are transported on dry ice are charged an additional fee. Orders for products that are considered hazardous for transportation are charged an additional fee. Prices are subject to change at any time and without prior notice. While every effort is made to keep the prices on our website up to date, in some instances some prices on the website may be outdated. In such cases Gentaur shall be under no obligation to process orders placed with an outdated price. Orders for items with outdated prices shall not be processed at their new prices without the explicit consent of the buyer. Our prices are the same for all countries, only the shipping fees and VAT or other local taxes may var

MTA’s, Controlled products, Export/Import licenses, Dangerous goods and Extra fees

Some of our products are subjected to special regulations in terms of import/export, transportation, manner of use, etc. and various additional documents and/or fees may be required for ordering such products. While we make every effort to keep up to date information for such products on the respective product pages, due to the dynamic of the changes, implemented by the regulatory organs or the producers of these products, please, be advised that some information on these matters may be missing from the product pages. Should a situation like this occurs with an already ordered product, we will inform you in due time and no extra fees will be applied to your order without your explicit consent. MTA (Material Transfer Agreement) may be required for some products that are a subject to intellectual property, but which may be continuously multiplied by the end user. Such products include, but are not limited to, some cell lines, some tissue cultures, some plasmids and other vectors or constructs. It is often the case with such products that there is a difference between the price for commercial and academic entities. Please, make sure to indicate the status of your organization prior to requesting a quotation for such products. If the status of the organization is not indicated, the pricing that is quoted by Gentaur by default is the academic pricing, unless explicitly stated otherwise. If this situation occurs and your organization’s status turns out to be a different than the one for which the quotation is issued, the quotation will be discarded and Gentaur shall be under no obligation to honor the pricing from this quotation. Controlled products may be different pure substances, chemical mixes, viral/bacterial suspensions and/or cultures, natural or synthetic toxins, products obtained from certain animal species that are subjected to special regulations and others. For the transportation and handling of such products we may require additional documents from you, such as MTAs, declarations on the end use, certification of the facility in which the goods will be used, etc. In some cases, extra fees for transportation and/or handling of such products may be needed. In such instances we will contact you before taking any further actions. Export and Import licenses are most often needed for the controlled products described above and are the cause for the majority of extra fees in cases where such are needed. Should there be need for such a license that does not require any extra fees or information provided by the end user/customer, we will proceed with handling the situation ourselves. In the cases where extra fees or documents/additional information is needed by end user/customer, we will contact you with the specific details. Dangerous goods are products that are regarded as hazardous for transportation in certain or all ways of transportation (air, land, water). Depending on the amount of the dangerous substance in a given product, there may be additional fees for transporting the product, limitations on the manner of transportation that may affect the lead time, or, on rare occasions, the products may not be possible to be delivered to you. For some of the above-mentioned products, subjected to special modes of regulation, extra fees may be required to cover additional expenses related to transportation, import/export and handling of these products. These fees might not be specifically mentioned on the individual product’s page. No fee will be added without the customer’s explicit consent. Limited liability: Gentaur shall not be held liable in any way if information on the above-mentioned specifics is missing from the product page. Because of the ever-changing government regulations and conditions under which our partners are operating, we are not able to keep track on each separate product that may fall into the category of a product that requires special transportation and/or handling.

Receipt and Performance of product

Upon receiving the package, please inspect the products for transportation damage, loss of ice, leakages, breaks, etc. It is a responsibility of the customer to report immediately any of the above listed issues. Our specialists will determine if the product is useable or if it should be replaced. For reporting performance issues, please send us the catalog number, the name and the Lot number of the product along with your results. Our technical support team will work with you to resolve the problem. Gentaur shall not be held liable for performance issues with products that were used beyond their expiration dates. Gentaur is under no obligation to replace goods that were damaged as a result of improper storage or handling after they were received by the customer. On some occasions, when malperformance of a product is claimed, the eligibility for a return/replacement of the product needs to be verified and agreed upon also by the manufacturer of the product. While Gentaur will provide full assistance with such claims, the manufacturer is a third-party independent company, and Gentaur shall not be held liable for the manufacturer’s decisions/claims.

Discounts and Samples

In most cases ordering 2 or more items from the same producer can be granted various discounts, depending on the respective quantity. Bulk orders are granted discounts regardless of whether the items are supplied by the same or different producers. Send us your inquiry at [email protected] to obtain your personal discounted quotation. Free samples are generally not offered but trial discounts in exchange for results and validation are almost always possible. Contact us and present your intended application to get a trial discount.

Looking for Products You Don’t Find on the Website?

If you need a product that for some reason you do not find on our website, or even if you do not have a particular product in mind, do not hesitate to send us your questions at [email protected]. Our experienced specialists will find and send you a list of products suitable to your needs.

Patents and Other Intellectual Property

Gentaur has the utmost respect for any and all patents and intellectual property. We upload our product lists as they are provided to us by our suppliers and we are not able to check each individual product for patent or other intellectual property conflict. If you notice any product or other piece of information that violates a patent, trademark, or any other intellectual property that you own, please inform us immediately and we will take the necessary actions.

Contacting Us

If you have any questions about this Policy, please contact us by email at [email protected].

Limitations of Use

All our products are intended for research laboratory use only and should not be used for diagnostics, for therapeutics, treatment or consumption by humans or animals or for other in-vivo uses. Our products should be operated in accordance with the provided instruction manuals and by qualified personnel. Gentaur and its subsidiaries shall not be held liable for issues caused by misuse of our products.