CARE ASSISTANT
IDGeneral Terms and Conditions of Sale
Version of 26 October 2026. These terms apply to orders placed from this date. We may amend them; the version binding on you is the one displayed at the time of your order, which you accept before paying.
1. Who is selling
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" or "us"). The products bear the brand Nateen; we are its European distributor. The invoice is issued in our name, and this is the name that appears on your bank statement.
Contact: sk@nateen.com · +421 948 289 290 · Monday to Friday, 8:00–17:00.
2. Who we sell to
This website is intended for individuals (consumers) residing in the countries listed in Section 6. Healthcare facilities, pharmacies, resellers, and distributors must contact our professional office: sk@nateen.com. These general terms do not apply to business orders, which are subject to a separate quote.
To place an order, you must be of legal age and have the capacity to contract.
3. The products
Our incontinence products are Class I medical devices (Regulation (EU) 2017/745). The photographs illustrate the product; the actual packaging may vary depending on the region and the date of production, without this altering the product.
The stated absorption capacities are measured in a laboratory using a consistent method, with a saline solution replicating urine. They are intended to **compare our levels with one another**. The amount actually absorbed during use depends on body position, wear duration, and the size worn: this is not a guarantee of individual results.
We do not sell all our products in every country. Items that are not offered for sale in your country cannot be ordered, even if they appear in our global range.
4. Ordering
You select your products, check your basket, enter your delivery address, and pay. Before paying, the summary shows the details of the products, the total price inclusive of all taxes, delivery charges, and the stated delivery timeframe.
The order becomes binding upon payment. We will then send you an acknowledgement of receipt by email, setting out the details of your order. 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 issuing a full refund, in three cases: product unavailable, delivery address outside the countries served, or serious suspicion of fraud.
5. Price and payment
Prices are displayed in euros, inclusive of all taxes, excluding delivery costs, which are indicated separately prior to payment.
Prices may vary from one country to another: cross-border transport, applicable VAT, and payment processing fees are not the same everywhere. The price binding on you is the one displayed at the time of your order.
Payment is processed through Stripe: credit/debit card, digital wallets, and local payment methods offered on screen. We do not see or retain your card number. The amount is charged at the time of the order.
The invoice is sent to you by email. Upon request, we will reissue it with your VAT number if you are ordering on behalf of a taxable entity.
If you choose automatic delivery, how it works, its discounts, and the conditions under which they are earned or end 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, Timescales and Costs". Delivery timescales and costs are stated therein, by country; they are reminded to you before payment.
The stated delivery timeframe is a preparation time plus a transit time. It begins upon 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 that we deliver within an additional reasonable timeframe and, failing that, cancel the order and receive a full refund.
The risk of loss or damage passes to you upon physical handover of the parcel to you or to the person you have designated. If the parcel reaches you visibly damaged, report it to the carrier and contact us as soon as possible with photographs: we will take the necessary steps.
7. Withdrawal
You have fourteen days to change your mind, without having to give any reason. The modalities, exceptions, and model form are set out in the document "Right of Withdrawal", which forms an integral part of these terms.
One exception concerns you directly: hygiene products sealed for health protection reasons cannot be returned if they have been unsealed after delivery. An opened bag cannot therefore be returned; an intact bag can be, as can a cardboard box whose bags are intact.
8. Warranties
You benefit from the legal guarantee of conformity: if the product does not conform to what was stated, you may request its replacement or a refund, free of charge, for two years from delivery. This guarantee is independent of any commercial warranty. Full details are set out in the document "Warranties".
9. Complaints and disputes
Please write to us first: sk@nateen.com. We acknowledge receipt within 3 business days and process the complaint within the timeframes specified in the document "Complaints and Disputes", which also describes the out-of-court redress procedures 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 document "Privacy". In short: we process your data to perform your order and to answer you, nothing else, and we do not sell it.
11. Incident reporting
Our products are medical devices. If you notice 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 any failure caused by an event beyond its reasonable control. If the impediment lasts for more than 30 days, either party may terminate the contract, and the order will then be refunded.