The service will be provided online through the website www.iberogen.com.
All service orders accepted by IBEROGEN ESTUDIOS AMBIENTALES S.L. (hereinafter “IBEROGEN”) are accepted in accordance with the following general terms and conditions of sale, which form part of the sales contract. Purchasing the services implies acceptance of these general terms and conditions.
IBEROGEN and the undersigned (hereinafter “the Client”) are the parties to this agreement for the provision of a DNA testing service and/or other biotechnological techniques (hereinafter “the Service”).
The Client guarantees that they are over 18 years of age and that they accept this agreement freely and voluntarily. To place orders, make payments, register samples or consult results, the Client must create a personal account on www.iberogen.com. To create the account, they must provide identification data (name, address), email address and password. For any purchase, order or results inquiry, the Client must access their account using their email and password. To issue invoices, the Client must indicate the VAT number (CIF) or ID number (DNI) of the company or individual to whom the invoice will be issued.
The Client is responsible for obtaining the necessary information to choose the correct service. IBEROGEN will address all queries and provide guidance, but shall not be held responsible if the Client overlooks or misinterprets the information and instructions provided by IBEROGEN.
The Client guarantees that they are legally entitled to provide the required biological samples and agrees to indemnify IBEROGEN for any loss or damage resulting from any illegal activity carried out by the Client and directly or indirectly related to the Service. IBEROGEN is not responsible for the Client’s legal capacity to collect samples or request the Service and shall not indemnify or be held liable for losses or damages to the Client or third parties arising directly or indirectly from sample collection, contracting, performance of the Service and/or results, without prejudice to the consumer rights established by law.
The Client is responsible for following the sample collection instructions provided by IBEROGEN. The Client accepts that the result of the Service may be inconclusive when the DNA quantity provided does not meet the standards required to establish a result. If this occurs, IBEROGEN will perform up to 2 additional analyses before requesting resubmission of samples, at no extra cost to the Client, provided the samples were previously validated by IBEROGEN. If the Client cannot or does not wish to resend samples, they accept that IBEROGEN will not issue any refund.
If samples are poorly preserved and/or insufficient in quantity for analysis and/or do not meet the size required for a correct extraction of DNA with adequate quality and quantity, the Client will be asked to resend samples. If the Client decides not to resend the samples, they may request the analysis, but IBEROGEN will not be responsible for erroneous or inconclusive results.
The Client is responsible for delivering the samples. Otherwise, IBEROGEN cannot guarantee performance of the Service nor the communication of results until the issue is resolved.
Samples must be sent to the following address:
IBEROGEN
Avd. Marqués de los Vélez nº13, entresuelo 2-A
CP: 30008
Murcia (Murcia), Spain
It is very important to include “IBEROGEN” in the address to facilitate delivery to our laboratory.
The turnaround time starts on the day samples are received, provided that the Client has correctly completed the form associated with the analysis. Reception of samples is confirmed via a communication to the Client.
(With the same conditions regarding insufficient, damaged, or inadequate samples.)
(Same sample conditions apply.)
(Same sample conditions apply.)
Standard: 4–7 business days
Premium: 48–72 business hours
Express: 24–48 business hours
(Same sample conditions apply to all.)
In general, analysis time may be extended due to genetic particularities of the animals or sample-related issues. The Client will receive an automatic notification if additional time is required.
IBEROGEN shall not be held responsible for delays or impossibility to perform the Service due to force majeure beyond its control, but must inform the Client if such an event occurs.
IBEROGEN guarantees that the result is correct according to the information and samples provided by the Client, with the approximate accuracy indicated in the report.
IBEROGEN guarantees communication of results free of charge, through the means indicated on the website and in the request form. The Client cannot request delivery by postal mail or email. Results will always be available in the Client’s account. An automatic notification will inform the Client when results are published.
The Client is responsible for providing all necessary information for the Service. Completing the online form correctly is compulsory. IBEROGEN is not responsible for inaccurate, erroneous or inconclusive results when the Client fails to provide the required information or provides false information. The Client is responsible for collecting and sending properly preserved samples.
Prices on the IBEROGEN website include VAT.
IBEROGEN reserves the right to modify prices without prior notice.
Payments must be made through the methods indicated at checkout and in euros (€).
For bank transfers, the Client must use the bank details provided during the purchase process and include the order number in the payment reference.
Bank transfers typically take 2–3 business days. The Client must send proof of payment to info@iberogen.es to validate the order.
IBEROGEN will not assume any additional costs associated with bank transfers, including but not limited to:
Domestic or international bank fees
SEPA or non-SEPA transfer fees
Currency conversion fees
Fees from intermediary banks
Any other charge associated with the payment method chosen by the Client
The Client must ensure that the final amount received by IBEROGEN matches the price of the contracted service without deductions. Any outstanding difference must be paid before processing the Service.
IBEROGEN does not guarantee acceptance of payments made through methods other than those indicated on the website.
Results will not be communicated until payment has been received and confirmed by IBEROGEN’s bank.
Invoices may be requested at info@iberogen.es.
All products, services and vouchers purchased on the IBEROGEN website have a two (2) year validity period from the date of purchase. After this period, the product or voucher expires automatically, whether partially or fully used.
This applies to:
All DNA sexing services
Disease detection analyses
Express, premium and standard services
Multipack vouchers
Combined products (sexing + disease analysis)
Any service offered on the platform
After expiry:
Services cannot be redeemed or used
No extensions, renewals or reactivations will be granted
Remaining balances are permanently lost, with no refunds or compensation
The Client expressly accepts these conditions upon purchase.
The Client is solely responsible for shipping samples to IBEROGEN and for all associated costs. IBEROGEN will not cover expenses related to shipping, customs, taxes, returns, detentions or any other transport-related cost.
Clients may ship samples via:
National postal services
Private courier companies (FedEx, DHL, UPS, MRW, etc.)
Any other preferred courier service
For shipments within the Iberian Peninsula, the Client may request courier pickup via NACEX, managed by IBEROGEN, with at least 24 hours’ notice, excluding weekends and holidays.
IBEROGEN will not assume responsibility for customs issues (retention, inspection, return, etc.). The laboratory may, optionally and without obligation, inform the Client about the incident and suggest possible options.
The Client accepts full responsibility for correct packaging, documentation and shipment.
The Client may request a refund within 15 calendar days from the purchase date.
Refunds must be requested via info@iberogen.es.
Products expire after 2 years; expired products are invalid and cannot be refunded.
No refunds are allowed once samples have been received and processing has begun.
For packs or combined products, refunds apply only to the entire pack. If any sample has been used, the pack cannot be refunded.
Refunds will be made by bank transfer, PayPal or discount vouchers.
If the Service must be cancelled by IBEROGEN due to force majeure, the Client will receive a full refund.
Orders not paid within 30 days and without sample registration will be automatically cancelled.
IBEROGEN may destroy samples if the Service has not been fully paid within 30 days of receipt.
To access services, users must create an account and accept the general conditions.
Clients must use an email address and a password of at least 8 characters.
Passwords are personal and non-transferable. The Client is responsible for confidentiality and must change the password immediately if misuse is suspected.
IBEROGEN will contact Clients via email and, if necessary, by phone.
Clients may request general information but not sample results by phone or email.
IBEROGEN will not share Client data or sample information with third parties without express authorization from the Client.
