General Terms and Conditions

of the www.386LAB.com online store

1. GENERAL

These General Terms and Conditions of the Seller shall apply to any conclusion of a distance sales contract via the online store www.386LAB.com.

Online store www.386LAB.com is managed by the company NUM d.o.o., Železnikova ulica 4, 2000 Maribor, Slovenia, tax identification number: 10006079, company registration number: 6352618000.

The General Terms and Conditions have been drawn up in accordance with Regulation (EC) 1223/2009 on cosmetic products, the Obligations Code (OZ), the Consumer Protection Act (ZVPot-1), the Personal Data Protection Act (ZVOP-2), the Electronic Communications Act (ZEKom-2), the Electronic Commerce Market Act (ZEPT) and other applicable legislation of the Republic of Slovenia.

The General Terms and Conditions are made public in a prominent place on the online store and are permanently accessible on all its web pages. The Seller shall also explicitly draw attention to the General Terms and Conditions and require the Customer to read and agree to them before purchase.

Unless the Customer agrees with the General Terms and Conditions, the purchase cannot be completed. The Seller reserves the right to amend the General Terms and Conditions of the online store at any time and without prior notice. The amendments shall enter into force on the date of their publication. Any amendments to the General Terms and Conditions are binding on users.

The online store is available 24 hours a day, every day of the year. Nevertheless, temporary or permanent interruptions of access may occasionally occur due to technical issues or other unforeseen circumstances. We bear no liability for any interruptions caused by power failures, network issues, or improper use of the store.

2. PRODUCT RANGE

The Seller offers personalised cosmetic products, made specifically for an individual user based on a prior order.

2.1. Instructions for use of the products

The products are developed with a high degree of care and are intended for specific uses as indicated in the enclosed instructions for use, available at www.386LAB.com. For optimal outcomes and minimised risk of potential adverse reactions, it is essential to adhere closely to the instructions for use.

2.2. Product shelf life

As the products do not contain preservatives, they have a limited shelf life. The expiration date is clearly stated on every product you purchase, and it is important to follow it to ensure optimal product effectiveness. Before purchasing, you can check on the website how long the product retains its quality, as this information is available in the product description.

2.3. Allergic reactions

We recommend that you test the product on a small area of skin before using it for the first time. If you notice any unpleasant effects, discontinue use and consult your doctor or pharmacist.

2.4. Restrictions on the use of products

The products are not suitable for consumption or for use on damaged or irritated skin unless specifically stated. It is also necessary to apply the products on clean skin, if this is indicated in the instructions for use. For optimal results, we recommend that you carefully read the instructions before use and follow them.

2.5. Limitation of liability for improper use of products

NUM d.o.o. shall not be held liable for any adverse reactions resulting from the improper use of the products or failure to follow the instructions for use.

3. PURCHASING PROCEDURE

The online store is open for shopping and purchase to both registered and non-registered users (guests). Registration allows you to create a username and password, which makes it quicker and easier for registered users to complete their purchase.

3.1. Purchasing as a “guest”

Guests are required to provide the necessary personal information upon each purchase. Fields marked with an asterisk are mandatory, and in case of incomplete forms, the system will inform you which information needs to be completed. If all the necessary personal information is not filled in correctly, the system will not let you proceed. By clicking on the button “Continue”, you confirm that all the information provided is true and correct.

3.2. Purchasing as a registered user

By registering in our system, you can speed up the ordering process, as your information is saved for future use. You can also view your order history in the “My Profile” section of your user account.

When registering, you will be asked to enter your personal details. Fields marked with an asterisk are mandatory. To complete your registration, click on the “Register” button. If a mandatory field is left blank, the system will alert you to the missing information and direct you back to the registration form.

Once you have filled in all the details correctly, a notification will appear on the screen that your user account has been successfully created.

After successful registration, you will receive a notification with your user account information to your email address. The message contains your username (which may also be your email address) and a link to your profile.

If the message doesn’t appear in your inbox, please check your “Spam” or “Junk” folder. If the message is not there, please contact us at info@386LAB.si.

3.3. Purchasing process

To make it easier to find products, you can use the filters on the left side of the website or enter search terms in the search engine located at the top right. Once you find the desired product, click the “Add to Cart” button. You can always check the number of selected items and the total amount of your purchase in the upper right corner under “Cart”. When you want to complete your purchase, click the “To Checkout” button and follow the steps below.

Purchase steps:

1. Cart: By clicking on the “View Cart” button, you can review the contents of your cart and change the quantities of the selected products if necessary. Once you’ve made your adjustments, press the “Update Quantities” button to save your changes.
   
   When you are ready to complete your purchase, select the “To Checkout” button to proceed.
   
   
2. At checkout: When you proceed with your purchase, you will be prompted to enter or verify your delivery and payment information. If you are already registered and logged in, your information will be displayed automatically. In case you are shopping as a guest, you will need to enter the required information manually. Mandatory fields marked with an asterisk must be filled in.
   
   After filling in the details, please check that all the information provided is correct and complete. This information includes:
   – name and surname,
   – delivery address and mode of delivery,
   – contact information (phone and email),
   – payment method.
   
   Once you are sure that the information is correct, click on the “Continue” button to proceed to the next step. If any of the mandatory fields are left blank or are not filled in correctly, the system will alert you of the error and prompt you to complete them.
   
   
3. Order confirmation: check the order summary and complete your purchase by clicking on the corresponding “Confirm Order” button.
   
   Once you have placed an order, your purchase is completed and sent to our processing system.
   
   You can check the status of your order at any time in the “My Profile” tab or via the tracking link sent to your email address.
   
   

4. PAYMENT METHODS AND SECURITY

Our online store offers various payment methods. In Slovenia, payments can be made with a debit or credit card, or by bank transfer (on the basis of a pro forma invoice).

4.1. Debit or credit card payments

We accept payments by MasterCard (including Maestro) or VISA cards.

Once the payment via a debit or credit card is successfully completed, your order will be promptly forwarded for processing. Once the Bankart Payment Gateway has verified and validated your card details, you will receive a confirmation email that your payment has been successful. We will then prepare the order and hand it over to the delivery service.

4.2. Payment by bank transfer

If you choose to pay by bank transfer, the information will be displayed on the website, and you will simultaneously receive details for the transfer to your e-mail address. Please submit your payment within 5 working days. Once your payment has been received and is visible on our account, you will receive a confirmation email that your order has been sent for processing. We will then prepare the order and hand it over to the delivery service.

All payment instructions, including reference, amount and bank details, will be clearly stated in the pro forma invoice. It is important that you provide the correct reference when making your payment, as this can speed up the processing of your order.

If payment is not made within the specified period, we reserve the right to cancel the order.

4.3. Purchase security

For the safe and reliable processing of online payments, we rely on Bankart Payment Gateway, which guarantees the highest security standards and data protection.

• Highest security standards – The system is PCI DSS certified, PSD2 RTS compliant and supports EMV 3D Secure authentication to prevent unauthorised transactions.
• No storage of sensitive data by the Seller – Payment card data is processed exclusively on Bankart’s secure servers, which reduces the risk of misuse and provides additional security.
• Advanced Abuse Protection – The system includes algorithms to detect suspicious transactions and supports security mechanisms such as strong authentication (SCA) and 3D Secure verification..

These procedures allow for secure shopping in our online store.

4.4. Prices and promotions

Product prices are quoted in euros (EUR) and include value added tax (VAT), while delivery costs are not included in the displayed prices. The prices listed are valid for online purchases through www.386LAB.com website, with the applicable rates being those in effect at the time the order was recorded by the Seller’s information system. Prices are not fixed and may change at any time without notice.

In the event of price reduction, the former price, representing the lowest price within the 30 days prior to the reduction, and the newly reduced price, will be clearly shown on www. 386LAB.com.

In the event of an incorrect displayed price or price changes during the processing of the order, the Customer has the right to withdraw from the contract. The Seller does not use automated decision-making systems for pricing.

4.5. Delivery costs

The delivery cost is charged depending on the selected delivery service and amounts to:

• Pošta Slovenije: 3,61 EUR including VAT

For orders over 50.00 EUR, delivery is free of charge.

Delivery charges are displayed at the checkout.

 

5. PROTECTION OF PERSONAL DATA

We undertake to protect your personal data in accordance with applicable law and our Privacy Policy, which is available at https://386LAB.com/privacy-policy.

 

6. DELIVERY AND RETURN OF GOODS

6.1. Order processing

The online store starts to process the order immediately upon receipt. The process includes payment verification, product preparation and creation, and organising the delivery of products to the customer.

We will ship your package no later than three (3) business days from receipt of the order.

6.2. Order rejection

Should the online store determine that the order cannot be executed given the conditions and the information available, the order will be rejected. This may include cases where the product is out of stock, the delivery or payment details are incorrect or incomplete, or where the order cannot be executed for other reasons. In such cases, the consumer cannot demand that the order be fulfilled. Nonetheless, the online store www.386LAB.com commits to promptly notifying the customer of the refusal and its reasons, and to providing a full refund of the purchase price.

6.3. Order cancellation

Should the Customer wish to cancel the order in a timely manner, they are required to notify the Seller immediately by calling Helpline on +386 (0)41 469 069 or via email at info@386LAB.si. Cancellation can only be made if the product is not yet prepared for dispatch. Once the process of preparing the product for delivery is already underway, it is no longer possible to cancel the order.

6.4. Order returns

Products cannot be returned, except in cases where the product is faulty or does not comply with the order.

We thoroughly inspect each package before shipment to ensure it contains the right items in the proper packaging. Should an error occur, we kindly request your understanding and cooperation in addressing the matter.

Should the package contain the wrong product or should the product not comply with the order:

1. please notify us within 8 days of receipt of the product by email at info@386LAB.si;
2. return the wrong product and we will send you the correct product within 8 days of receiving the returned product.

6.5. Right of withdrawal

Under the Consumer Protection Act (ZVPot-1), consumers have the right, in distance or off-premises contracts, to notify the company in writing within 14 days that they wish to withdraw from the contract, without giving a reason. However, according to Article 135 of this Act, the consumer does not have the right to withdraw from the contract if the goods are made according to the consumer’s precise instructions or adapted to the consumer’s needs.

Our products are designed and customised specifically for each individual customer and cannot be reused or offered to other customers. Due to the above, in accordance with Article 135 of the Consumer Protection Act (ZVPot-1), withdrawal from the contract is not possible.

Should the Customer not accept the delivery, they forfeit any right to a refund of the purchase price.

6.6. Records of active and past orders

The submitted electronic order or the concluded purchase contract is archived at the company’s headquarters and is accessible for internal records. The Consumer can monitor the status of their orders, including active, cancelled and past orders, through their user profile.

6.7. Damaged, destroyed or lost consignments

All products are inspected prior to delivery and are sent out in perfect condition. Kindly examine the items as soon as your shipment arrives.

Should the package be physically damaged, miss any item or show signs of opening, the Customer must initiate the complaint procedure with the delivery service. This is done by alerting the delivery service courier, who will draw up a claim record. In cooperation with the delivery service, the Seller will make sure that the claim is resolved as soon as possible.

386LAB will replace the damaged product with a new one. For faster handling of the complaint, you can contact us at info@386LAB.si.

6.8. Liability for late delivery

Delivery times are determined by the respective delivery service. In the event of delayed delivery, the Seller shall not be liable for the resulting loss, except in the case of negligence or incorrect shipping information. The Customer can contact the delivery service directly using the tracking number received.

 

7. COMPLAINTS

NUM d.o.o. complies with the applicable consumer protection legislation. Users may submit their complaints, comments, claims or statements in the following ways:

• by email: info@386LAB.si
• by phone: 041 469 069
• by regular mail: NUM d.o.o., Železnikova ulica 4, 2000 Maribor

386LAB shall strive to resolve complaints as quickly as possible. Our aim is to resolve any disputes amicably, to the benefit of both parties.

If the dispute cannot be resolved amicably, jurisdiction shall lie with the court in Maribor.

 

8. COPYRIGHT AND USAGE RIGHTS

All rights reserved. All content on the website www. 386LAB.com, including text, images, graphics, sound recordings, animations, videos and derivatives thereof, is protected by copyright and other forms of intellectual property.

The content may not be used for commercial purposes, distributed, modified or republished on other online platforms without the written consent of NUM d.o.o..

The website may also include third party content for which NUM d.o.o. has obtained the relevant licences or permissions. This content is also protected by the copyright of its original owners, therefore the same rules apply to its use.

NUM d.o.o. assumes no responsibility for the content or links leading to external websites or for sites linking to our website. We do not warrant the accuracy of the information, products or services published on these linked sites and shall not be liable for any issues or damages arising from their use.

 

9. COMPANY INFORMATION

The online store www.386LAB.com is managed by the company:

Company name: NUM d.o.o.

Company address: Železnikova ulica 4, 2000 Maribor, Slovenia

Tax identification number: SI10006079

Company registration number: 6352618000

Phone number: +386 (0)41 469 069

Email address: info@386LAB.si

VAT registered: YES

Registered with the District Court in Maribor

 

10. FINAL PROVISIONS

These General Terms and Conditions are valid from the date of their publication on the website www.386LAB.com.

The Seller reserves the right to change the General Terms and Conditions. For this reason, we ask you to check the current version before each purchase to ensure that you are aware of any modifications and amendments.

The General Terms and Conditions were updated on 21/03/2025. 

NUM d.o.o.