Consumer information in accordance with the consumer code

The sale of products purchased through our website www.longlife.com ("Site") is governed by the General Conditions of Sale set out below. Before purchasing a Product through the Site, please read them carefully.

Products purchased through the Site are sold directly by Phoenix S.r.l., with registered office in Via 2 Giugno, 60/A1 - 20068 Peschiera Borromeo (MI), tax code, VAT number and registration with the Register of Companies of Milan-Monza-Brianza-Lodi number 07829460158, REA – MI-1182933.

You can request and receive support from Phoenix for orders placed online, returns, information on delivery of ordered goods by contacting our offices in Peschiera Borromeo at the following telephone number +39 02 5165531 or e-mail info@longlife.com.

Some information on online orders and delivery status will be available in your personal account. Please log-in with your account registration credentials (e-mail and password). All communications will be sent to the e-mail address communicated during the registration process.

You can find legal information about online orders and shipments of products purchased from us in the shopping area of the Site.

At the following link you will also find the information on our privacy policy.

General Condition of sale

General Information
1. These general conditions of sale apply to the sale of nutritional supplements produced by Phoenix and other products displayed on the website www.longlife.com performed through the purchase procedure made available by the website or, as far as made with a Consumer (as defined below), by telephone or, in any case, in another manner that does not provide for the simultaneous physical presence of the parties.
2. By using the website www.longlife.com, the user also accepts without reservation the General Conditions of Use of the website and undertakes to comply with them. For further information on the General Conditions of Use of the Site, please consult the Legal Notes section.
3. For the purposes of these general conditions of sale, the following definitions shall apply
  - “Account”
    the area of the Site dedicated to each Customer, which - after registration of the required data – is made available to each Customer by entering the e-mail address and a password chosen by the Customer that allows the sending of a Purchase Order and the purchase of a Product through the Site.
    “Conditions of Sale”
    the general conditions of sale applicable exclusively to the Distance Selling of Products.
    “Consumer”
    the natural person acting for purposes unrelated to the commercial, industrial, artisan or professional activity possibly carried out.
    “Contact”
    the telephone number, fax number and e-mail address indicated in the Conditions of Sale that the Customer can use to contact us.
    “Contract”
    each contract of sale of a Product subject to these Conditions of Sale, which is entered into as a result of Phoenix’s acceptance of a Purchase Order submitted under the terms and conditions of these Conditions of Sale.
    “Customer”
    the Consumer and the Other Customer.
    “Distance Selling”
    the sale of a Product concluded through the Purchase Procedure provided for by the Site or, as far as made with a Consumer, by telephone or in any other way that does not provide for the simultaneous physical presence of the parties.
    “Entry Gift”
    the bonus reserved to the Consumer only, having a value of euro 5,00 (five/00), exclusively usable for the purchase through the Site of a Product(s), which Phoenix, subject to the purchase with a sole order of a quantity of Product(s) having a value at least equal to the Minimum Consideration, will apply as entry gift, una tantum, on the first Purchase Order submitted by a Consumer after its first registration with the Site and which will be automatically discounted from the Price owed by the Consumer.
    “Minimum Consideration”
    a consideration for the purchase of quantity of Products equal to euro 30,00 (thirty/00), being understood, for the avoidance of doubt, that for the purposes of achieving the Minimum Consideration threshold (and, as a consequence, the right to receive the Entry Gift) the shipping cost will not be considered.
    “Other Customer”
    any customer or user who is not a Consumer or who expressly indicates in the form reserved for the entry of personal data, its belonging to the category "Reseller / Scientific Operator", simultaneously entering his VAT number.
    “Phoenix”
    Phoenix S.r.l., with registered office in Via 2 Giugno, 60/A1 - 20068 Peschiera Borromeo (MI), Italy, tax code, VAT number and registration with the Register of Companies of Milan-Monza-Brianza-Lodi number 07829460158, REA – MI-1182933.
    “Price”
    the price of each Product including VAT applicable in Italy.
    “Product”
    any product, including food supplements manufactured by Phoenix, presented on the Site;
    “Purchase Order”
    the purchase order sent by the Customer through the Site which implies full acceptance of the Conditions of Sale and the assumption of an obligation to pay the price of the Products and the shipping costs (if not included in the Price).
    “Purchase Procedure”
    the procedure made available on the Site through which enables the sending of a Purchase Order and the purchase of a Product through the Site.
    “Site”
    the website www.longlife.com belonging to Phoenix and used for the sale of Products.
    “Summary Email”
    the summary email sent to the Customer confirming receipt of a Purchase Order and containing a summary of the order placed by the Customer.
4. Phoenix may modify the Conditions of Sale at any time. The modifications to the Conditions of Sale shall be effective and applicable to each Purchase Order sent after the publication of the modification on the Site.
5. Before sending a Purchase Order, the Customer is invited to carefully read the Conditions of Sale on the Site and to print or save them on another durable support accessible to him.
6. Should you have any questions about the Terms and Conditions of Sale, you can contact us by phone at +39 02 5165531 or by e-mail at info@longlife.com.
7. In the absence of an explicit reference to the Consumer, the provisions of these Conditions of Sale apply to all Distance Selling of Products.
Description, consultation and availability of the Product
Purchase Procedure - Purchase Order - Summary Email - Entry Gift
1. To purchase a Product through the Site and send a Purchase Order you must first create an Account, by communicating and registering the data requested to you. You can also create an Account after you have chosen the Product of your interest, but before sending a Purchase Order. The data provided when creating your Account will be processed by us in accordance with the applicable legislation on the protection of personal data. For further information on how we process personal data, please refer to the Legal Notices of the Site.
2. The Purchase Procedure enables the choice of the Product of your interest and of the requested quantities, as well as the insertion of the data necessary to make the payment and to allow us to deliver the Product to you. Until the Purchase Order is sent, it will be possible to modify such Purchase Order, simply by following the instructions on the Site.
3. After completing the Purchase Procedure and after having verified the summary setting out the data of your order, if you wish to purchase a Product, you can send a Purchase Order by clicking on the appropriate button. The submission of a Purchase Order constitutes a definitive and irrevocable proposal of purchase and implies the full acceptance of the information contained on the Site and of the Conditions of Sale as well as the assumption of an obligation to pay the Price owed for the ordered Product. Once sent, the Purchase Order is therefore no longer modifiable.
4. We will send you a Summary Email to confirm receipt of the Purchase Order to the email address you provided when creating your Account. The Summary Email will contain a summary of your Purchase Order as well as our Conditions of Sale. Please print the Summary Email or save it on a durable support.
5. The Summary Email only confirms receipt of your Purchase Order and its acceptance by us, but does not constitute acceptance of the Purchase Order and does not determine the entering of a contract.
6. Phoenix reserves the right to review the correctness and completeness of your Purchase Order and to request additional information from you, if necessary to properly execute your Purchase Order. If you fail to send the additional information requested within 48 hours of the request, your Purchase Order will be cancelled, but you may proceed to send a new Purchase Order.
7. Your Purchase Order will be saved by us in our systems so that you can request a copy or ask to receive it in case of loss or need, by using our Contacts.
8. If you do not receive the Summary Email within two days of sending the Purchase Order or if you have any queries regarding the Purchase Procedure or the Purchase Order, please contact us by telephone at +39 02 5165531 or by e-mail at info@longlife.com.
9. Exclusively on the first Purchase Order inserted and submitted by a Consumer after its first registration with the Site and subject to the achievement of the Minimum Consideration threshold (i.e. € 30,00, excluding shipping costs) an Entry Gift having a value of euro 5,00 (five/00) shall be applicable. The Entry Gift shall be visible – and shall be automatically subtracted from the Price owed by the Consumer – during the Purchase Procedure.
10. The Entry Gift can be exclusively used for the purchase of quantity of Product(s) through the Site and the Purchase Procedure provided therein. The Entry Gift is strictly personal and cannot be assigned or transferred by the Consumer. In the event of invalidity, withdrawal or termination for any reason of a Purchase Order or of a Contract, the Entry Gift will be usable under the same terms and conditions mentioned hereabove on the first successive Purchase Order. In no event – and not even in case of invalidity, withdrawal or termination for any reason of a Purchase Order or of a Contract – the Entry Gift will be replaced with the reimbursement of a correspondent amount in currency.
Acceptance of the Purchase Order - Conclusion of the Contract
1. The Contract of sale of the ordered Product is considered entered into with the acceptance by us of your Purchase Order. In the absence of a written notice of acceptance from us, your Purchase Order shall be deemed to have been accepted, at the latest, upon receipt, in accordance with art. 7, of the entire payment of the amounts owed to us for the purchase of the Product.
2. Please note that if we do not receive the full payment due within 4 working days from the date of submission of your Purchase Order, your Purchase Order will have to be considered rejected by us and will be cancelled accordingly. In this case you will receive a notice of cancellation of your Purchase Order at the e-mail address you provided during registration, but it will be possible for you to place a new Purchase Order.
3. Any payments received after the cancellation of your Purchase Order will be returned to you. We will use the same method of payment as you used in the Purchase Order in order to reimburse you. In case of bank transfer, the refund will take place within 4 working days from the moment you have provided us with the bank details necessary to make the transfer in your favour.
4. Without prejudice to the regulations applicable to the Consumer, any right of the Customer to compensation for damages or indemnification, as well as any contractual or extra-contractual liability for direct or indirect damages to persons and/or things, caused by the non-acceptance or execution, even partial, of a Purchase Order, shall be excluded.

Product Price - Shipping Costs - Restrictions and Charges

The Price of each Product is clearly indicated on the Site and includes VAT.

The Price of the Products does not include the shipping costs listed hereinafter, which shall be added to the Price and shall be borne by the Customer:

if the place of delivery is in Italy (including its islands), shipping costs shall amount to € 4,99 for each Purchase Order for a Price below € 49,00;

if the place of delivery is not in Italy, the shipping costs (which will be owed by the Customer irrespective of the Price of the ordered Products) will be calculated and will be visible in the check-out section of the Purchase Procedure and you will have to accept them before sending the Purchase Order

Marketplace	Shipping costs	Shipping type	Delivery time
Austria	€ 10,99	Standard	1-5gg
Belgium	€ 10,99	Standard	1-5gg
Bulgaria	€ 18,99	Standard	1-5gg
Czech, Republic	€ 11,99	Standard	1-5gg
Denmark	€ 10,99	Standard	1-5gg
Estonia	€ 18,99	Standard	1-5gg
Finland	€ 10,99	Standard	1-5gg
Galles	€ 10,99	Standard	1-5gg
Germany	€ 10,99	Standard	1-5gg
Guernsey (Channel Islands)	€ 32,99	Standard	1-5gg
Northern Ireland	€ 10,99	Standard	1-5gg
Ireland, Republic of	€ 10,99	Standard	1-5gg
Channel Islands	€ 32,99	Standard	1-5gg
Jersey	€ 32,99	Standard	1-5gg
Latvia	€ 18,99	Standard	1-5gg
Liechtenstein	€ 32,99	Standard	1-5gg
Lithuania	€ 18,99	Standard	1-5gg
Luxembourg	€ 10,99	Standard	1-5gg
Monaco, Principality of	€ 10,99	Standard	1-5gg
Norway	€ 32,99	Standard	1-5gg
Holland (Netherlands)	€ 10,99	Standard	1-5gg
Poland	€ 11,99	Standard	1-5gg
Portugal	€ 10,99	Standard	1-5gg
Romania	€ 18,99	Standard	1-5gg
Scotland	€ 10,99	Standard	1-5gg
Slovak Republic	€ 11,99	Standard	1-5gg
Slovenia	€ 10,99	Standard	1-5gg
Spain (except Isole Canarie, Ceuta e Melilla)	€ 10,99	Standard	1-5gg
Norway	€ 10,99	Standard	1-5gg
Switzerland	€ 25,99	Express Saver	Next day
Hungary	€ 11,99	Standard	1-5gg

As partial waiver of art. 5.2., no shipping costs will be applied if the single Purchase Order has a value of at least € 49,00 and if the place of delivery is in Italy (including its islands).
The Price of the Products indicated on the Site may be changed at any time by Phoenix. Changes to the Price will only be applicable to Purchase Orders placed after the change is published on the Site.
In case of deliveries outside the European Union (EU), any import taxes or customs duties - which can be determined only when the package reaches the country of destination - will be borne by the Customer who will handle the payment with the courier or with the appropriate offices.

Deliveries and Documents
1. Delivery terms may vary depending on the place of delivery.
2. If the Product is available in stock, deliveries inside the Italian territory will take place within 48 hours (or 72 hours for the islands and smaller towns) from the time of receipt of the payment owed for the Product. Should the Product be temporarily "unavailable", please check the expected date of availability on the "product sheet" or alternatively contact our customer service. For foreign countries, delivery times are those indicated in the order. In any case, the times indicated are indicative estimates and are not guaranteed.
3. All deliveries of the Products will be at Phoenix's risk and the risk will pass to the Customer upon delivery of the Product by the shipper, carrier or other agent appointed by us for delivery. Each shipment will be traceable through the code provided by the courier used through the courier's website. The tracking-code will be sent to you by e-mail upon handing over of the Product to the shipper, carrier or other agent appointed by us for delivery
4. No liability can be attributed to Phoenix in case of delay in the execution of the order or in the delivery of the ordered Products. In particular, Phoenix declines any liability for any delay if such delay or lack of delivery is attributable to causes beyond its reasonable control such as, by way of example, but not limited to: third party strike actions, terrorism, war, natural disasters, adverse weather.
5. Unless expressly indicated otherwise, delivery is understood to be at street level.
6. At the time of delivery, you will have to check:
  - that the number of packages delivered corresponds to that indicated in the transport document;
  - that the packaging is intact, not damaged, not wet or otherwise altered, even in the closing materials.
7. Any damage to the packaging and/or the product or the mismatch in the number of packages or indications, must be immediately reported by writing "ACCEPTED WITH RESERVE" on the delivery receipt of the courier. Once you have signed the courier's document, you will not be able to make any objection regarding the external characteristics of the goods delivered. We therefore recommend, even when there are no problems outside the package, to always sign the coupon of the courier with the words "Subject to control". In fact, if this wording is missing and there is damage to the Product, the courier will no longer be held responsible regardless of the presence of insurance or not.
8. Except as provided by the regulations applicable to the Consumer, any problems related to physical integrity, correspondence or completeness of the Products received must be reported, under penalty of forfeiture, within 8 days of delivery, through the complaint procedure.
9. In the event of failure to collect within 5 working days of the material in storage at the warehouses of the courier due to repeated inability to deliver to the address indicated by the Customer, the order will be automatically cancelled. The courier will return the package to Phoenix. In this case, you will be required to reimburse all shipping costs (to the customer and back to Phoenix).
10. Inside the package there, you will find an invoice with the list of products contained in the package and the details of shipping costs. The invoice will also be available in your Account.
Payment of the order - Payment Methods - Invoice
1. The payment due in relation to the purchase of the Product may be made by Paypal or Credit Card. The Customer can choose between these payment methods before sending the Purchase Order.
2. Under no circumstances will Phoenix accept payments in cash, neither directly nor if sent by post.
3. If the Customer decides to proceed with the purchase of the Products by paying the price by Credit Card or Paypal, the total amount due for the purchase of the Product will be normally charged upon Client’s submission of the Purchase Order.
4. You can request any additional information by contacting us by e-mail (info@longlife.com) or by phone at +39 02 5165531.
5. Credit Card
  
  We accept payments with credit cards adhering to the VISA and Mastercard circuits. In order to pay by credit card, please select the corresponding item when ordering.
  
  Orders paid by credit card and Paypal are processed more quickly as the communication to Phoenix of the payment is immediate.
  
  Payment is made on a secure server (SSL) with a 128-bit encryption key. With this system all the data of your credit card pass directly to the bank in charge of the collection over an encrypted and secure connection.
  
  For the best guarantee and security of the Customer, Phoenix will never be able to know the information related to your credit card. No Phoenix computer archive will store this data. Under no circumstances may Phoenix therefore be held liable for any fraudulent or improper use of credit cards by third parties when paying for products purchased on the Site www.longlife.com.
6. The invoice will always be attached to the shipment and, once the order has been processed, it will be made available on the website in your reserved area. On request, the invoice can be sent by e-mail in PDF format to the e-mail address provided on the order.
Consumer’s right of withdrawal
1. This Article 8 shall apply only to Distance Selling concluded with the Consumers.
2. As a Consumer you have the right to withdraw from the contract within 14 days of delivery of the Product without having to provide any reason and without incurring any cost except the costs referred to in art. 8.5. The term of 14 days for the exercise of the right of withdrawal starts from the moment of delivery of the Product (and from the delivery of the last of the Products ordered with a single order or from the delivery of the last lot or piece in case of delivery of goods consisting of several lots or pieces).
3. In order to exercise the right of withdrawal, the Consumer can either
  - use the withdrawal form available at the following link
  - send any other written statement that it has decided to withdraw;
  by sending them by e-mail to the address info@longlife.com or by registered letter with acknowledgment of receipt to Phoenix S.r.l. Via 2 giugno 60/A 20068 Peschiera Borromeo (MI).
4. Once the aforementioned notice of withdrawal has been received, Phoenix will quickly communicate to the Consumer the instructions on how to return the Product.
5. Shipping costs related to the return of the Product are charged to the Customer.
6. The shipment, until the certificate of receipt in our warehouse, is under your full responsibility. In case of damage to the Product during transport, Phoenix will notify you of the incident, to allow you to file a timely complaint against the courier chosen and obtain a refund of the value of the goods (if insured). In this case, the Product will be made available to you for its return and your request for withdrawal will be cancelled. Phoenix is not liable in any way for damage or theft/loss of goods returned by uninsured shipments. Upon arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the original package and/or packaging is damaged, Phoenix will retain from the refund due a percentage, but not more than 20% of the same, as a contribution to the costs of restoration. If the product has been opened when the seals are broken, the product will not be refunded.
7. The right of withdrawal is in any case subject to the following conditions:
  - The right of withdrawal applies to the product purchased in its entirety; you can not exercise the right of withdrawal only on part of the Product purchased;
  - the goods purchased must be intact.
8. Except as provided for in art. 8.6, Phoenix will refund the full amount already paid, within 14 days of receipt of the notice of withdrawal. Phoenix reserves the right to withhold the refund until return of the Product.
9. For the refund we will use the same payment method you used for the payment of the Product.
10. The right of withdrawal is excluded in the supply of sealed goods that cannot be returned for reasons of hygiene or related to health protection and were opened after delivery.
11. The right of withdrawal is totally excluded, for lack of the essential condition of integrity of the goods (packaging and/or its contents), in cases where Phoenix ascertains:
  - the lack of the original outer and/or inner packaging, including its protective wrapping, as well as the opening of the individual packaging;
  - the absence of integral elements of the Product;
  - damages to the Product for reasons other than transport.
12. In the event of forfeiture of the right of withdrawal, we will return the purchased Product to you, charging the shipping costs.
Recommendations on the use of the Product
1. Food supplements should not be used as a substitute for a varied diet. Do not exceed the recommended daily doses. Keep the Product out of the reach of children under three years of age. It is recommended to follow any warnings on the label.
2. We recommend medical supervision in children over 65 years of age or suffering from any pathological condition.
3. In general, pregnant and lactating women should not take dietary supplements unless they are actually needed, as prescribed by your doctor. Traditional or clinical use of the substances listed on this Site is not intended as a prescription. Do not take if you are hypersensitive to any of the ingredients in the formulations.
Consumer Rights and Customer Obligations
1. If you are a Consumer, we remind you that we are liable for any lack of conformity that occurs within 2 years of delivery of the Product, provided that you have reported the defect within 60 days of discovery.
2. In the case of deliveries outside the Italian territory, it is the Customer's responsibility to verify the existence of any restrictions or impediments to the import, trade and/or use of the Product. Phoenix is exempt from any verification or liability in this regard and shall be held harmless from any prejudice.
Applicable Law
1. The Contract of sale between the Customer and Phoenix, including the Purchase Order and the Conditions of Sale are subject to and shall be governed exclusively by Italian law, the application of the Vienna Convention on the International Sale of Goods and the rules of Italian private international laws being expressly excluded.
Complaints – ADR/ODR - Jurisdiction
1. Any complaints may be sent by registered letter with return receipt to our registered offices or by e-mail to the address info@longlife.com.
2. Phoenix promotes the use of alternative dispute resolution procedures with the Consumer ("ADR"). We inform you that if you are a Consumer residing in a Member State of the European Union, as an alternative to the provisions of art. 11.1 and the clauses here below, you can send a complaint using the ODR (online dispute resolution) platform accessible via the following link https://webgate.ec.europa.eu/odr and, where possible, agree with Phoenix the ADR authority to which to entrust the attempt to settle the dispute.
3. In the event of disputes involving a Consumer, they following courts will be competent:
  - the judge of the place of residence or domicile of the Consumer, if located in the Italian territory;
  - the court identified by REG (EU) 1215/2012, if the Consumer is domiciled in a Member State of the European Union other than Italy.
4. Except as indicated in the preceding provisions, any disputes concerning these Conditions of Sale, a Purchase Order and/or the Contract of sale between the Customer and Phoenix shall be referred to the exclusive territorial jurisdiction of the judicial authority, competent by value, located in the district of the Court of Milan.
Approval of specific clauses

Pursuant to and for the purposes of articles 1341 and 1342 of the Italian Civil Code, the Customer declares that he has read, understood and wishes to accept the following clauses: 4.4 exclusion of liability; 12.4 exclusive competence of the Court of Milan.
Should you have any doubts or if you need information or further information on the Products, you can contact us by phone at +39 02.5165531 or send us an e-mail at the e-mail address info@longlife.com; we will be happy to answer any questions you may have.

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