Terms of service

Last updated: 27 August 2026

These Terms & Conditions (“Terms”) apply to your use of www.herbprime.eu (the “Website”) and to purchases made from Herbprime Europe B.V. (“Herbprime Europe”, “we”, “us” or “our”).

Please read these Terms carefully before using the Website or placing an order.

By placing an order with us, you agree to these Terms.

Nothing in these Terms affects any mandatory rights that you may have under applicable consumer law.

1. About us

The Website is operated by:

Herbprime Europe B.V.

Registered office: Koningsbeltweg 74A, Almere, Netherlands
Website: www.herbprime.eu
Email: info@herbprime.eu

Herbprime Europe supplies Traditional Chinese Medicine (“TCM”) products, herbal products, acupuncture supplies, clinic equipment and related products.

2. Scope of these Terms

These Terms apply to:

use of our Website;
creation and use of customer accounts;
purchases through our Website;
delivery of products;
returns and refunds; and
communications and services relating to purchases from Herbprime Europe.

Certain products or services may be subject to additional terms, restrictions or professional eligibility requirements. Where additional terms apply, we will make these available before or at the time of purchase.

3. Business and consumer customers

We sell products to professional customers, including healthcare practitioners, clinics and other businesses, and may also sell certain products to consumers.

For the purposes of these Terms:

a “Consumer” is an individual acting mainly for purposes outside their trade, business, craft or profession; and
a “Business Customer” is a person or organisation purchasing products wholly or mainly for business or professional purposes.

Certain provisions of these Terms apply differently depending on whether you are a Consumer or Business Customer.

Where mandatory consumer protection law gives Consumers rights that conflict with these Terms, those mandatory rights take priority.

4. Professional-use products

Certain products available through Herbprime Europe may be intended solely for qualified healthcare practitioners, TCM practitioners, acupuncturists, clinics or other suitably trained professionals.

We may:

restrict access to certain products;
require you to confirm your professional status;
request evidence of qualifications or professional registration;
restrict certain products to approved customer accounts; or
refuse or cancel an order if appropriate eligibility requirements are not satisfied.

By purchasing a professional-use product, you confirm that you are appropriately qualified, authorised or otherwise legally permitted to purchase and use that product in the relevant country.

You are responsible for ensuring that products are used safely, appropriately and in accordance with applicable professional standards, laws, instructions and product information.

5. Product information

We take reasonable care to ensure that product descriptions, images, specifications, ingredients, quantities and other information displayed on the Website are accurate.

However:

product packaging may change from time to time;
colours and appearance may vary depending on your device;
manufacturers may update packaging or specifications;
photographs may be illustrative; and
minor variations may occur between batches.

You should always read the packaging, labels, warnings and instructions supplied with a product before use.

If Website information differs materially from information supplied on the physical product, please contact us before using the product.

6. Healthcare and medical information

Information provided on the Website is for general product and educational purposes only.

Unless expressly stated otherwise, content on the Website does not constitute:

medical advice;
diagnosis;
treatment advice;
a prescription;
a recommendation to discontinue medical treatment; or
a substitute for advice from an appropriately qualified healthcare professional.

The suitability of any product for an individual patient or customer must be determined by an appropriately qualified professional where professional assessment is required.

If you are a Consumer, you should seek appropriate professional advice where necessary before using herbal, acupuncture or other health-related products.

7. Creating an account

You may need to create an account to access certain Website features, pricing or products.

You agree to:

provide accurate and current information;
keep your account details up to date;
keep your login credentials confidential; and
notify us promptly if you believe your account has been accessed without authorisation.

You are responsible for activity carried out through your account where that activity results from your failure to keep your login credentials secure.

We may suspend or close accounts where we reasonably believe there has been fraud, misuse, a security risk or a breach of these Terms.

8. Placing an order

Products displayed on the Website constitute an invitation to place an order and do not constitute an offer by us to sell.

When you place an order, you are offering to purchase the products in your basket subject to these Terms.

You should check your order carefully before submitting it.

After placing an order, you will normally receive an order acknowledgement by email. This confirms that we have received your order but does not necessarily mean that your order has been accepted.

A binding contract is formed when we accept your order, normally when we send an order confirmation or dispatch confirmation, depending on our checkout process.

9. Our right to reject or cancel an order

We may refuse or cancel an order where reasonably necessary, including if:

a product is unavailable;
there is an obvious pricing or product-description error;
payment cannot be authorised;
we suspect fraudulent or unauthorised activity;
delivery to the requested destination is unavailable;
you do not meet professional eligibility requirements;
supply of the product would breach applicable law or regulatory requirements; or
there has been a material error affecting the order.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products.

10. Prices

Prices displayed on the Website will indicate whether applicable VAT or other taxes are included.

The total amount payable will be shown during checkout before you place your order.

Delivery charges and any other applicable charges will also be shown before the order is submitted.

Prices may change at any time, but changes will not normally affect orders already accepted by us.

11. Pricing errors

We make reasonable efforts to ensure our prices are accurate.

If we discover an obvious pricing error before accepting your order, we may contact you and give you the option to purchase the product at the correct price or cancel your order.

We are not required to supply a product at an obviously incorrect price where the error should reasonably have been apparent.

If payment has already been taken for an order we cancel due to a pricing error, we will refund the relevant amount.

12. Payment

We accept the payment methods displayed at checkout.

Payment may be processed by third-party payment providers.

You confirm that you are authorised to use the payment method provided.

We may delay dispatch until payment has been successfully authorised or received.

Payment providers may apply their own terms, privacy policies and security procedures.

13. VAT and taxes

Prices and taxes will be applied in accordance with applicable law and the delivery destination.

Where appropriate, Business Customers may be asked to provide valid VAT or business registration information.

Customers are responsible for providing accurate information required to determine the appropriate tax treatment of an order.

14. Product availability

All products are subject to availability.

We may:

limit quantities;
discontinue products;
temporarily suspend sales; or
substitute updated packaging where the product itself remains materially equivalent.

If a product becomes unavailable after you place an order, we will contact you where appropriate and refund any amount paid for products we cannot supply.

15. Delivery

We deliver to the countries and regions shown on the Website.

Available delivery methods, estimated delivery times and charges will be displayed during checkout.

Delivery estimates are not guaranteed unless we expressly agree to a specific guaranteed delivery date.

For Consumers, unless another delivery period has been agreed, goods will be delivered without undue delay and normally no later than the period required by applicable law.

If delivery is materially delayed, please contact us.

Mandatory statutory rights relating to delayed delivery remain unaffected.

16. Delivery address

You are responsible for providing a complete and accurate delivery address.

We are not responsible for delays or additional costs resulting from incorrect or incomplete information supplied by you, except where the problem results from our own error.

If a parcel is returned to us because:

an incorrect address was provided;
delivery was repeatedly unsuccessful; or
the parcel was not collected,

we may charge reasonable redelivery costs where legally permitted.

17. Risk and ownership

Consumers

Where we arrange delivery to a Consumer, responsibility for loss or damage normally remains with us until the goods are delivered to you or to a person nominated by you, except where you independently arrange a carrier that we did not offer.

Business Customers

For Business Customers, risk passes at the time specified in the applicable delivery terms or, where no separate delivery terms are agreed, when the products are delivered to the delivery address.

Ownership of products does not pass until we have received full payment for those products, to the extent permitted by applicable law.

18. Inspecting your delivery

Please inspect your order as soon as reasonably possible after delivery.

If products are:

damaged;
defective;
incorrect;
incomplete; or
materially different from what you ordered,

please contact us promptly at info@herbprime.eu, including your order number and, where helpful, photographs of the issue.

Nothing in this section limits statutory rights available to Consumers.

19. Consumer right of withdrawal

If you are a Consumer purchasing online, you will normally have the right to withdraw from your purchase without giving a reason within 14 days after receiving the goods, subject to statutory exceptions.

Where a single order is delivered in several separate deliveries, the withdrawal period generally begins when you receive the final item or delivery, where required by applicable law.

To exercise your right of withdrawal, you must inform us clearly of your decision to cancel within the applicable withdrawal period.

You may contact us at:

info@herbprime.eu

You may also use any online withdrawal function or withdrawal form made available through our Website.

20. Exceptions to the right of withdrawal

The statutory right of withdrawal may not apply to certain products, including where permitted by applicable law:

products made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
goods which, after delivery, become inseparably mixed with other items; and
other products for which an applicable statutory exception applies.

Where an exception applies, we will not use it in a way that reduces mandatory consumer rights.

21. Returning products after withdrawal

If you exercise a statutory right of withdrawal, you must return the products within the period required by applicable law, normally within 14 days after notifying us of your withdrawal.

Unless we agree otherwise or applicable law requires us to pay the cost, you are responsible for the direct cost of returning unwanted products.

Products should be returned safely packaged.

You may inspect products only to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where permitted by law, we may reduce a refund to reflect a reduction in value resulting from handling beyond what would normally be permitted when examining a product in a physical shop.

22. Refunds following consumer withdrawal

Where a Consumer validly withdraws from a contract, we will refund payments as required by applicable law, including applicable standard delivery charges.

If you chose a delivery method that was more expensive than our standard delivery option, we are not required to refund the additional delivery cost to the extent permitted by law.

We may withhold reimbursement until we have received the returned products or you provide evidence that they have been sent back, whichever occurs first, where permitted.

Refunds will normally be made using the original payment method unless otherwise agreed.

23. Faulty or non-conforming products

If you are a Consumer, products must meet applicable statutory requirements.

If goods are defective, damaged or do not conform to the contract, you may have statutory rights including, depending on the circumstances:

repair;
replacement;
a price reduction; or
termination of the contract and refund.

These rights exist separately from the right to change your mind.

Nothing in these Terms limits mandatory statutory guarantees or remedies available to Consumers.

24. Business Customer returns

Unless products are faulty, incorrectly supplied or otherwise agreed in writing, Business Customers do not have an automatic right to cancel or return goods simply because they have changed their mind.

Any discretionary Business Customer return may be subject to:

prior authorisation;
specified return periods;
products being unopened and suitable for resale;
applicable hygiene, safety and regulatory restrictions;
return delivery costs; and
reasonable restocking or administration charges, where agreed and permitted by law.

This section does not affect rights relating to defective or incorrectly supplied goods.

25. Herbal products and storage

Herbal and related products should be stored and used according to the instructions provided on their packaging or accompanying documentation.

You are responsible for ensuring appropriate storage after delivery.

Products should not be used after their stated expiry or use-by date.

We are not responsible for deterioration caused by inappropriate storage, contamination, misuse or failure to follow product instructions after risk has lawfully passed to you.

26. Acupuncture and clinical equipment

Products including acupuncture needles, heat therapy equipment and other clinical supplies must be used in accordance with:

manufacturer instructions;
product warnings;
applicable laws;
professional standards; and
appropriate training requirements.

Professional equipment should only be used by persons with appropriate knowledge, training and competence.

Any warranty supplied with equipment operates in addition to mandatory consumer rights and does not replace those rights.

27. Promotions and discount codes

From time to time, we may offer:

promotions;
discount codes;
promotional pricing;
free gifts;
loyalty rewards; or
other offers.

Additional conditions may apply to individual promotions.

Unless stated otherwise:

promotions cannot be exchanged for cash;
discount codes cannot normally be combined;
promotions apply only during the stated promotional period;
minimum order values may apply; and
products or customers may be excluded where clearly stated.

We may withdraw or amend promotions before an order is placed, but this will not normally affect an order already accepted.

28. Website availability

We aim to keep the Website available and functioning correctly but cannot guarantee uninterrupted or error-free access.

We may temporarily suspend or restrict Website access for:

maintenance;
security;
technical updates;
system failures; or
circumstances outside our reasonable control.

We may modify Website functionality from time to time.

29. Acceptable use

You must not:

misuse the Website;
attempt unauthorised access to our systems;
introduce viruses, malware or harmful code;
interfere with Website operation or security;
use automated systems to extract Website data without permission;
use another person's account without authorisation;
submit fraudulent orders or information; or
use the Website for unlawful purposes.

We may suspend access where we reasonably believe these Terms have been breached.

30. Intellectual property

Unless otherwise stated, all intellectual property rights in the Website and its content belong to Herbprime Europe or our licensors.

This includes, where applicable:

trademarks;
logos;
product photographs;
text;
graphics;
Website design;
educational material; and
other content.

You may use Website content for your own lawful personal or internal business purposes.

You may not reproduce, distribute, commercially exploit, modify or republish Website content without permission unless applicable law permits you to do so.

Third-party trademarks remain the property of their respective owners.

31. Third-party links

The Website may contain links to third-party websites or services.

These links are provided for convenience or information.

We do not control third-party websites and are not responsible for their content, availability, terms or privacy practices.

32. Our liability to Consumers

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing limits mandatory rights or remedies available to Consumers under applicable law.

We are responsible for losses that are a foreseeable consequence of our breach of these Terms or failure to exercise reasonable care and skill, to the extent required by law.

We are not responsible for business losses suffered by a Consumer where the purchase was made wholly for private purposes.

33. Our liability to Business Customers

This section applies only to Business Customers.

To the maximum extent permitted by law, we will not be liable for indirect or consequential losses including:

loss of profit;
loss of revenue;
loss of business;
loss of anticipated savings;
loss of goodwill; or
loss of business opportunity.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud or fraudulent misrepresentation.

Where permitted by law, our aggregate liability arising from an order will not exceed the amount paid or payable for the products giving rise to the relevant claim, except where a different limitation is required by mandatory law or separately agreed in writing.

34. Events outside our control

We are not responsible for delay or failure to perform an obligation where caused by circumstances outside our reasonable control.

These may include:

extreme weather;
natural disasters;
strikes;
transport disruption;
interruption to utilities or communications;
cyber incidents outside our reasonable control;
government restrictions;
import or export restrictions;
epidemics or public-health emergencies; or
significant disruption affecting suppliers or carriers.

Where such an event affects an accepted Consumer order, mandatory consumer rights remain unaffected.

35. Privacy

We process personal data in accordance with our Privacy Policy.

We also use cookies and similar technologies as described in our Cookie Policy.

Please review both policies before using the Website.

36. Changes to these Terms

We may update these Terms from time to time to reflect:

changes to our business;
new Website features;
changes to our products or services;
changes to applicable law; or
operational or regulatory requirements.

The Terms applicable to your purchase will normally be those in force when your order is placed.

The latest version will always be available on the Website with the applicable “Last updated” date.

37. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.

38. No waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

39. Governing law

These Terms and contracts between you and Herbprime Europe are governed by the laws of the Netherlands, subject to any mandatory consumer protection rights that apply in the country where a Consumer habitually resides.

If you are a Consumer resident in the European Union, nothing in these Terms deprives you of mandatory protections provided by the law of your country of residence.

40. Disputes

If you have a complaint or dispute regarding an order, please contact us first at: