TERMS & CONDITIONS – QLABSHOP.COM

Effective Date/ 01 December 2025

1. Definitions

Store / QLABSHOP.COM – the online store available at https://qlabshop.com, operated by the Seller.

Seller / Operator / Administrator –
F.I.V.O (CAMBODIA) CO. LTD
BHUMI Emerald Condominium 149, Floor No.3, Block 2, St.444
Phum 2, Sangat Toul Tompoung 2
Khan Chamar Mon, 12-311 Phnom Penh, Cambodia
Email: info@qlabshop.com

The Seller is the sole contractual party responsible for the sale, payment collection, order fulfilment, invoicing, complaints and returns.

Customer / User – any entity placing an order in the Store.
Consumer – an individual purchasing products for non-business purposes.
Product – goods offered in the Store, including wellness, cosmetic, aromatherapy, laboratory and supplement-related products.
Order – a declaration of intent by the Customer leading to the conclusion of a sales contract.
Payment – the payment made using the methods available on the Store’s website.
Payment Provider – an external payment processing entity (e.g., PiPay, card processor). The provider is not a party to the sales contract.
Courier / Delivery Service – a licensed logistics provider delivering orders on behalf of the Seller.
Warehouse – logistics centers used to fulfil orders, located in Cambodia, the United Kingdom, and the European Union.

2. Seller Information

The online store QLABSHOP.COM is owned and operated by:

F.I.V.O (CAMBODIA) CO. LTD

The Seller:

• sells and dispatches products,
• collects and settles payments,
• issues invoices,
• handles complaints and returns,
• ensures product compliance and correct fulfilment.

The Payment Provider (e.g., PiPay) only processes the payment — it is not a party to the transaction.

3. Nature of Business and Product Information

QLABSHOP.COM sells legal products used in:

• cosmetics,
• aromatherapy,
• wellness & spa,
• laboratory applications,
• Technical raw materials for R&D

Products offered:

• comply with Cambodian law and relevant international regulations,
• are not controlled substances, medicines, or products requiring special licensing,
• are suitable for personal or professional use depending on product type.

Multi-Warehouse Logistics Model

To ensure fast delivery and product availability, orders may be shipped from:

• Cambodia (Phnom Penh),
• United Kingdom,
• European Union warehouse

The dispatch location depends on:

• product availability,
• Customer’s delivery country,
• logistic efficiency.

Regardless of the shipping warehouse, the Seller remains the sole merchant of record.

4. Payment Methods

The Store accepts:

• PiPay,
• payment cards processed by appointed payment operators,
• other payment methods made available on the website.

Terms:

• payment is collected in advance,
• orders are processed only after successful payment confirmation,
• payment data is not stored by the Store,
• the Payment Provider may reject or review a transaction (AML/fraud rules).

5. Placing an Order

1. Orders can be placed 24/7 via https://qlab.shop.com
2. The Customer must provide complete and accurate delivery information.
3. The sales agreement becomes binding upon payment confirmation.
4. The Seller may refuse to process an order if:
   • data is incomplete or incorrect,
   • the payment is rejected by the Payment Provider,
   • fraud, AML concerns or illegal activity is suspected.

6. Order Fulfilment and Delivery

Shipping Locations

Orders may be dispatched from:

• Cambodia,
• the United Kingdom,
• the European Union.

Delivery Terms

• Deliveries are executed by licensed courier companies.
• The Customer receives a tracking number.
• Delivery times are estimates, not guaranteed.
• The Seller is not liable for courier delays or customs processing times.

Customer Responsibilities

The Customer must:

• provide a correct delivery address,
• collect the shipment within the allowed timeframe.

Non-Collection

If a parcel is returned due to non-collection:

• return shipping costs and re-delivery fees are borne by the Customer.

Customs Duties

For international deliveries, local customs duties or taxes may apply and are the Customer’s responsibility.

7. Returns and Right of Withdrawal (Consumers)

A Consumer has the right to withdraw from the contract within 14 days from the date of receiving the goods.

To exercise this right:

1. send a withdrawal notice to info@qlabshop.com,
2. return the goods to the address specified by the Seller (may be in Cambodia, UK, or EU).

Refunds:

• issued using the same payment method (including PiPay),
• processed within 14 days of receiving the withdrawal notice,
• may be withheld until the Seller receives the returned goods.

Products Not Eligible for Return

The right of withdrawal does not apply to:

• opened or used chemical or cosmetic products,
• hygiene products once unsealed,
• custom-made items,
• products that cannot be returned for safety or hygiene reasons after opening.

8. Complaints

The Customer may submit a complaint if the product:

• arrives damaged,
• is defective,
• does not match the description,
• is incomplete.

Complaints must be sent to: info@qlabshop.com

Terms:

• complaint handling time: up to 14 days,
• for transport damage, a damage report with the courier is recommended,
• if the complaint is approved, the Customer receives either:
  • a replacement product, or
  • a refund.

9. Security Measures and AML Compliance

The Store complies with AML (Anti-Money Laundering) and anti-fraud procedures enforced by Payment Providers.

A transaction may be:

• temporarily held for verification,
• rejected by the Payment Provider,
• subject to additional Customer verification.

If the payment is rejected or refunded due to AML/fraud rules, the order will not be fulfilled.

10. Personal Data

The data controller is:

F.I.V.O (CAMBODIA) CO. LTD

Personal data is processed solely for:

• order fulfilment,
• payment processing (including PiPay),
• returns and complaints handling,
• customer support.

Data may be shared with logistics partners in:

• Cambodia,
• the UK,
• the EU.

The Customer has the right to:

• access,
• correct,
• delete,
• restrict processing of their personal data.

Contact: info@qlabshop.com

11. Seller’s Liability

The Seller is responsible for:

• delivering the correct product,
• correct order processing.

The Seller is not liable for:

• courier delays,
• customs delays,
• payment rejection by the Payment Provider,
• incorrect delivery information provided by the Customer,
• customs duties or import taxes.

12. Applicable Law and Dispute Resolution

• These Terms are governed by the laws of the Kingdom of Cambodia.
• Disputes should first be resolved amicably.
• If no agreement is reached, disputes shall be settled by the courts in Phnom Penh.
• Consumers in the UK/EU may have additional rights under their local consumer protection laws.

13. Contact

For all enquiries, returns, complaints, and support:
info@qlabshop.com