General Terms and Conditions

Last updated: 30 October 2026

These General Terms and Conditions ("Terms") apply to all orders placed with eyecre.at GmbH, whether through our online shop at eyecre.at, by email, through our AI configurator Vitreo or on the basis of a quotation. Please read them before you order.

1. Seller and scope

eyecre.at GmbH, Exlgasse 24, 6020 Innsbruck, Austria. Commercial register FN 418550 s, Regional Court Innsbruck. VAT ID ATU 68933979. Email request@eyecre.at, phone +43 699 150 97 860.

These Terms apply to consumers and to business customers such as clinics, universities, training centres, course and congress organisers, companies and resellers. A consumer is a natural person who orders for purposes outside their trade, business or profession. Everyone else is a business customer.

Terms individually agreed in a quotation, order confirmation or separate contract take precedence over these Terms. General terms of business customers (for example in purchase orders) only apply if we have expressly accepted them in writing.

2. Our products and their use

• We develop and manufacture surgical training and demonstration models for ophthalmology, together with holders, instruments, consumables and liquids for wetlab training.
• Our products are not medical devices. They must not be used on patients, on humans or on living animals, and not for diagnosis or treatment. They are supplied non-sterile.
• Our models are 3D printed and partly finished by hand. Small variations in colour, surface, dimensions and tactile behaviour are part of this process and are not defects, as long as the product is suitable for the training purpose described. Product photos are illustrative.
• Many models are designed for single use per procedure. Wear and changes caused by intended training use are not defects.
• You are responsible for safe handling in your wetlab, in particular for suitable instruments, protective equipment, cleaning and the disposal of used models, liquids and any real tissue according to local regulations. Where we provide instructions or safety data sheets, please follow them.

3. Conclusion of contract

• The presentation of products in our online shop and on our website is not a binding offer, but an invitation to order.
• Online shop: by clicking the order button at checkout you submit a binding order. The contract is concluded when we confirm your order by email or ship the goods, whichever happens first.
• Orders by email, order form or purchase order: the contract is concluded with our written order confirmation. We usually confirm within one business day.
• Quotations: our quotations, including binding offers requested through Vitreo, are valid for the period stated in them, or for 30 days if no period is stated. The contract is concluded when you accept the quotation in writing (email is sufficient) within that period.
• The contract language is English. You receive the content of your order by email; please keep it for your records.

4. Prices, VAT and shipping costs

• All prices are in euro. Prices in our shop and price lists are shown excluding VAT. Where VAT applies, it is added at checkout and shown before you complete your order.
• Business customers registered for VAT in an EU country other than Austria receive an invoice without VAT (intra-community supply) if they order by email and provide a valid VAT ID. Our online checkout always adds VAT and cannot apply this exemption.
• For deliveries outside the EU no Austrian VAT is charged. Import duties, local taxes and customs clearance fees in the destination country are borne by the customer.
• Shipping costs are added to the price. Current rates are shown on our Shipping page and at checkout. Express shipping is available on request against a surcharge, which we state in the order confirmation.
• Discounts for volumes, institutions or resellers only apply if they are published on our website or agreed in a quotation.

5. Payment

• Online shop: payment with the methods offered at checkout (for example credit and debit cards).
• Bank transfer and invoice are available for institutional and business customers by agreement. Invoices are payable within the period stated on the invoice, or within 14 days of the invoice date without deduction if no period is stated.
• We may ask for prepayment, in particular for first orders, custom products, reseller orders and deliveries outside the EU.
• If payment is late, we may charge statutory default interest and, for business customers, reasonable collection costs. We may hold back further deliveries until overdue amounts are paid.
• Business customers may only set off claims that are undisputed or have been established by a final court decision.

6. Production and delivery

• We ship worldwide directly from Tyrol, Austria, with UPS.
• Most products are made to order. Production usually takes about 2 weeks; transit to most countries then takes 1 to 5 business days. These times are estimates unless we confirm a fixed delivery date in writing.
• If you need the goods by a certain date (for example a scheduled wetlab course), please tell us when ordering. We will do our best to meet your date.
• Custom adaptations and developments follow the schedule stated in the quotation. For small adaptations the first prototype typically takes 1 to 3 months, plus production and shipping.
• We may make partial deliveries where this is reasonable for you. Additional shipping costs for partial deliveries made at our initiative are borne by us.
• If we cannot deliver on time, we will inform you. You may withdraw from the contract after setting a reasonable grace period; payments already made will be refunded. Further claims of business customers for delay only exist in case of intent or gross negligence.
• Please give us a complete and correct delivery address and, for deliveries outside the EU, the information needed for customs. Costs caused by incorrect details or refused acceptance are borne by the customer.

7. Transfer of risk and transport damage

• Consumers: the risk passes to you when the goods are handed over to you or to a person you have named (other than the carrier).
• Business customers: the risk passes when the goods are handed over to the carrier. Reseller orders are shipped ex Innsbruck (EXW or FCA), unless agreed otherwise.
• Please check the package on arrival, have any visible damage noted by the UPS driver and inform us within 7 days at request@eyecre.at with photos. For consumers this does not affect your statutory rights.

8. Retention of title

The goods remain the property of eyecre.at GmbH until full payment has been received.

9. Right of withdrawal for consumers

If you are a consumer, you may withdraw from your purchase within 14 days of receiving the goods without giving a reason. To exercise this right, send us a clear statement (for example by email to request@eyecre.at) before the period ends. You may use the model form below, but you do not have to. You then have a further 14 days to return the goods; the direct cost of returning them is borne by you. We refund the price of the goods and the standard delivery costs within 14 days of receiving your withdrawal, using your original payment method. We may withhold the refund until we have received the goods back or you have proven that you sent them.

The right of withdrawal does not apply to custom and personalised products made or configured to your specification (including branded packaging and B2B Custom Solutions), and to sealed liquids, gels and single-use items once the seal has been broken for hygiene reasons. You are liable for any loss in value caused by handling the goods beyond what is necessary to check their nature and function.

Business customers have no statutory right of withdrawal. Details on returns, exchanges and goodwill returns are explained on our Returns & Refunds page.

10. Warranty

• Consumers have the statutory warranty rights under Austrian law. The warranty period is two years from delivery.
• Business customers must inspect the goods immediately after delivery and notify us of defects in writing within 7 days of delivery; hidden defects within 7 days of their discovery. Otherwise warranty claims are excluded. The warranty period for business customers is 12 months from delivery. We remedy defects at our choice by repair or replacement; if this fails, the customer may claim a price reduction or, for a material defect, rescind the contract.
• The following are not defects: the variations described in section 2, wear from intended training use, and damage caused by improper use, incorrect storage (for example of liquids and gels), modification or use contrary to the instructions.
• Any guarantee going beyond the statutory warranty only applies if we have expressly given it in writing.

11. Liability

• We are liable without limitation for intent and gross negligence, for personal injury and under the Austrian Product Liability Act.
• Our liability for slight negligence is excluded, except for personal injury.
• Towards business customers, our liability for lost profit, indirect and consequential damages (for example cancelled courses or participants' travel costs) is excluded, except in case of intent or gross negligence. In all other cases it is limited to the net value of the order concerned, except for personal injury.
• We are not liable for damage resulting from use of our products contrary to section 2, in particular any use on patients, humans or living animals.

12. Custom work and intellectual property

• All designs, 3D models, CAD and STL data, material formulations, know-how, photos, videos and texts remain the property of eyecre.at GmbH, including for products we make specifically for you, unless agreed otherwise in writing.
• Buying a product gives you the right to use it for training and demonstration. It does not give you the right to copy, scan, reverse engineer or reproduce our models, or to have them reproduced by others.
• For custom branding you confirm that you hold the rights to the logos, texts and images you supply, and you indemnify us against third-party claims arising from them.
• Scope, schedule, prices and rights for custom developments are set out in the respective quotation or contract.

13. Resellers

For resellers and distributors the conditions on our Resellers page and any individual reseller agreement apply in addition. Use of the eyecre.at name and logo requires our approval, and the notice "Not for medical or human use" must be kept in all local materials and offers.

14. Data protection

We process personal data in accordance with our Privacy Policy.

15. Applicable law and jurisdiction

• Austrian law applies, excluding its conflict of law rules and the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers, mandatory consumer protection provisions of the country of their habitual residence remain unaffected.
• For business customers, the competent court in Innsbruck, Austria, has exclusive jurisdiction. We may also bring proceedings at the business customer's registered seat. For consumers, the statutory place of jurisdiction applies.
• We are not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board. If you have a complaint, please contact us at request@eyecre.at and we will look for a solution.

16. Final provisions

• The version of these Terms valid at the time of your order applies.
• If any provision is or becomes invalid, the remaining provisions remain valid. Towards business customers, the invalid provision is replaced by a valid one that comes closest to its economic purpose.
• If these Terms are provided in another language, the English version prevails.

Questions about these Terms? Write to request@eyecre.at or call +43 699 150 97 860.

eyecre.at GmbH · Exlgasse 24, 6020 Innsbruck, Austria · FN 418550 s · ATU 68933979
Our products are training and demonstration aids: NOT FOR MEDICAL OR HUMAN USE, NON-STERILE AND ONLY FOR DEMONSTRATION.