General Terms and Conditions of Sale

Version dated 26 October 2026. They apply to orders placed from that date. We may amend them; the version that binds you is the one displayed at the time of your order, and you accept it before paying.

1. Who sells

The seller is Apogee Medical Supplies s. r. o., Karpatské námestie 7770/10A, 831 06 Bratislava – Rača, Slovakia, IČO 57461660, IČ DPH SK2122748870 (hereinafter “we”). The products bear the Nateen brand; we are the European distributor. The invoice is issued in our name, and that name appears on your bank statement.

Contact: sk@nateen.com · +421 948 289 290 · Monday to Friday, 8:00 am–5:00 pm.

2. Who we sell to

This site is intended for private individuals (consumers) residing in the countries listed in Article 6. Businesses, pharmacies, resellers and distributors must contact our professional office: sk@nateen.com. These terms do not apply to business orders, which are covered by a separate offer.

To place an order, you must be of legal age and capable of contracting.

3. The products

Our incontinence protection products are Class I medical devices (Regulation (EU) 2017/745). The photographs illustrate the product; the actual packaging may vary by region and production date, without altering the product.

The advertised absorption capacities are measured in a laboratory using a consistent method with a saline solution that simulates urine. They are intended to compare our levels with each other. The amount actually absorbed in use depends on body position, wearing duration and size worn: it is not a guarantee of individual performance.

We do not sell all our products in every country. Items not offered for sale in your country cannot be ordered, even if they appear in our global range.

4. Order

You select your products, review your basket, enter your delivery address and pay. Before payment, the summary shows the product details, the total price inclusive of tax, the delivery charges and the announced delivery time.

The order becomes firm at the moment of payment. We then send you an email acknowledgment containing the order details. If you do not receive it within an hour, check your spam folder and then contact us.

We may refuse an order, informing you and providing a full refund, in three cases: product unavailable, delivery address outside the serviced countries, or serious suspicion of fraud.

5. Price and payment

Prices are displayed in euros, inclusive of all taxes, excluding delivery charges, which are shown separately before payment.

Prices may vary between countries: cross‑border transport, applicable VAT and payment fees differ. The price that binds you is the one displayed at the time of your order.

Payment is processed via Stripe: credit/debit cards, electronic wallets and local payment methods displayed on the screen. We do not see or store your card number. The amount is charged at the time of order.

The invoice is sent to you by email. Upon request, we re‑issue it with your VAT number if you order for a taxable entity.

If you choose automatic delivery, its operation, discounts and the conditions under which they are earned or cease are set out in the document “Automatic Delivery and Loyalty Discount”, which forms an integral part of these terms.

6. Delivery

We deliver to the countries listed in the document “Delivery, Times and Charges”. The delivery times and charges are listed there by country; they are reminded to you before payment.

The announced time consists of a preparation period plus a transport period. It starts from payment confirmation. We will notify you if a delay occurs.

In accordance with European law, if we have not delivered within 30 days of the order, you may request delivery within a further reasonable period, and failing that, cancel the order and receive a full refund.

The risk of loss or damage passes to you at the physical handover of the parcel to yourself or the person you have designated. If the parcel arrives visibly damaged, report it to the carrier and contact us promptly with photographs: we will take appropriate action.

7. Right of withdrawal

You have fourteen days to change your mind, without having to provide a reason. The procedures, exceptions and a template form are set out in the document “Right of Withdrawal”, which forms an integral part of these terms.

One exception applies directly to you: sealed hygiene products for health reasons cannot be returned if they have been opened after delivery. An opened bag is therefore not accepted; an intact bag is; and a carton whose bags are intact is also.

8. Guarantees

You benefit from the legal guarantee of conformity: if the product does not match the description, you may request its replacement or a refund, free of charge, within two years from delivery. This guarantee is independent of any commercial warranty. Details are set out in the document “Guarantees”.

9. Complaints and disputes

Contact us first: sk@nateen.com. We acknowledge receipt within 3 business days and process the complaint within the timeframes indicated in the document “Complaints and Disputes”, which also describes the extrajudicial remedies available in your country.

The applicable law is Slovak law, without depriving you of the protection afforded by the mandatory provisions of the law of your country of residence. The competent courts are those designated by the European rules applicable to consumers.

10. Your data

See the “Privacy” document. In short: we process your data to fulfil your order and to respond to you, not for any other purpose, and we do not sell it.

11. Incident reporting

Our products are medical devices. If you become aware of a serious incident related to the use of one of our products, report it to us at sk@nateen.com and to the competent authority in your country. We are required to report it.

12. Force majeure

Neither party is liable for a failure due to an event beyond its reasonable control. If the impediment lasts more than 30 days, either party may terminate the contract, and the order will then be refunded.