Order and Purchase Process
The ordering and purchase process is only possible after creating a customer account and/or logging in to the online store. The customer must follow the sequential steps of the ordering process to register the purchase.

Payment Terms and Methods

After completing the order process in the customer’s personal account, the purchase will be recorded, and the customer will have a deadline, indicated in the selected payment method, to proceed with payment. After this deadline, if there is no payment confirmation and if the option to send the order on delivery was not selected, the order will be canceled. Some payment methods allow for the recording of the necessary data to perform the payment operation. However, personal customer data will not be stored, and the management of such data should be done directly with the respective service provider. Exceptions are situations where the service provider allows personal data management directly on our website, in which case, as long as they comply with applicable legal provisions, especially concerning personal data protection, the instructions issued will be followed. In any case, no payment data entered by the customer is stored unless the supplier’s platform allows it and the customer expressly consents to it.

INTEGRAHEALTH offers several types of payment methods for purchases made in the online store:

MB WAY

The customer can proceed with the payment of their order via the MB WAY payment system. To do so, during the ordering process, they must select this payment method and enter the mobile number associated with the application, access it, and follow the purchase confirmation steps indicated.

If the entered number does not correspond to a registered payment number in the application, the following message will be displayed: “Unable to validate your payment.”

As indicated in the application, payment must be made within five minutes, under penalty of order cancellation. If payment is successfully completed by 2:00 PM on a business day, the order will likely be dispatched on the same day. Orders paid after this time will likely be dispatched on the following business day.

Note: The indicated shipping deadlines will be met under normal order processing conditions, subject to exceptional increases in order volume during festive periods or promotional campaigns, as well as other eventualities that hinder the regular delivery service.

Credit Card

The customer can make payment with a credit card, benefiting from the liquidity advantages and payment terms offered by their bank. The use of this payment method requires, at least until the moment of purchase, entering the 16 digits, as well as the three digits of the CCV security code of the card, its validity, and the cardholder’s name, which must match the name of the account holder or a family member from the same household. To comply with fraud detection and security control procedures, there may be a need for the customer to provide clarification if using a credit card that does not meet the listed requirements. In this case, the order will not be processed until clarification on payment method details is provided.

Is it safe to make an online payment with my credit card?

All transactions on our website are secure.

INTEGRAHEALTH uses a sophisticated fraud detection and prevention mechanism. Through this solution, it is possible to verify the authenticity of online payments while safeguarding customer data integrity and security, as well as identifying the customers. This security is enabled by SSL (Secure Sockets Layer) technology, which encrypts communications between the customer’s software and our server so they cannot be intercepted. Thus, INTEGRAHEALTH reserves the right to refuse payment for an order if the transaction is deemed illegal. All activities considered illegal will be immediately reported to the relevant authorities.

How does credit card payment work?

After selecting the credit card payment option and clicking “Finalize Order,” the customer will be redirected to the payment processor’s page. On this page, they must enter the required credit card details, including those previously identified. Then, they should click the “I validate my payment” button.

If the payment is declined, a message indicating the error will be displayed in the shopping cart window. If this occurs, a new payment attempt is suggested. If the problem persists, it is recommended to contact the bank or the credit card issuer for further information.

Once the payment is made, the amount will be debited from the customer’s credit card account. If, for any reason, it is necessary to cancel the order, either partially or in full, the corresponding amount will be refunded within five business days. The transaction will likely reflect on the customer’s card statement within three business days from the date it was made.

Note: Payments are always made in Euros, even when prices are shown in other currencies. Some banks may charge exchange fees. INTEGRAHEALTH is entirely unrelated to this and does not assume any responsibility for it.

Depending on the country, INTEGRAHEALTH may offer other payment methods, with detailed descriptions available upon request from Customer Support:
Instant bank transfers

Note: Due to the current economic situation and recent international constraints, not all payment methods may be available simultaneously. Therefore, the identification and conditions of each payment method available at a given time are published at the last step of the ordering process, immediately before confirmation. These conditions will thus only be valid for that particular purchase, considering the validity period if applicable.

Note: Estimated delivery dates may change based on the order day if the order includes frozen products and the following day is a non-business day.

Delivery Process
Once the order is dispatched, the customer will receive a confirmation email with the corresponding invoice, the assigned shipping number, and a link to track the order on the carrier’s website. The customer can also access this link by logging into their account and clicking the “Orders” tab on the login page, or by accessing the “Help” icon on the website header and clicking the “Track order” option. By either method, all information about the queried order will be provided.

Attempting to track the order online upon receiving the shipment confirmation email may return no results. Shipping information may take up to 24 hours from the receipt of the shipping confirmation to be updated on the carrier’s website, and INTEGRAHEALTH cannot be held responsible for this.

Orders are delivered from Monday to Friday, except for local or national holidays, to the address specified by the customer during the order.

Delivery Services

INTEGRAHEALTH offers several regular delivery services, which are subject to each carrier’s procedures, including necessary data for service execution, modalities, deadlines, costs, and transport conditions associated with the specifics of the orders and mechanisms for validating the recipient’s identity or their representative. INTEGRAHEALTH is not responsible for any changes in the service conditions provided by carriers and is only responsible for ensuring that the procedures followed by them in the delivery process comply with the terms in effect at the time of purchase completion. The specificity of some product segments may justify establishing a minimum purchase amount, which will always be indicated in the final phase of the ordering process.

Thus, the delivery options presented may vary depending on the type of products to be delivered, the destination area, the preferred delivery method (delivery to an address or pickup at a collection point), or, in the case of the 24-hour service, the time of payment method validation.

The expected delivery time, as well as any relevant conditions or observations at the date of order completion, are indicated as informative notes for each delivery option on the “Shipping method” tab. These times are estimates, so failure to meet them cannot be interpreted as a breach of contract or an obligation to compensate the customer for a later delivery.

Note: Delivery times, counted from the actual dispatch date, are indicative and only considered valid when there are no physical or structural impediments (e.g., incorrect addresses or force majeure events such as strikes, connectivity issues, weather conditions, etc.). Exceptions are also made for exceptional increases in order volume during festive periods or promotional campaigns, as well as other eventualities that hinder regular delivery service.

The customer may choose to receive the order at an address of their choice (except P.O. boxes). To do so, they must provide the address where they will be present between 9:00 AM and 7:00 PM on the scheduled delivery day. A delivery attempt will be made by a courier from the chosen transport service at the indicated address. Whenever possible, and as a courtesy, the courier will try to contact the customer to verify why the delivery was not successful. The lack of phone contact attempts or the courier’s inability to answer return calls from customers cannot be interpreted as a failure to deliver, as carriers are not obliged to perform such actions.

Note: It is not possible to choose a specific delivery time as it will be subject to the courier’s route on the delivery day, which is determined by the transport service.

Providing an incorrect or incomplete delivery address may result in the return of the order to INTEGRAHEALTH and incur additional costs for the customer; therefore, customers are advised to ensure that the delivery address provided when placing the order is correct and complete. Once the order is registered, it is not possible to change the delivery address or billing details provided.

Note: For all delivery methods, for service organization reasons and carrier distribution procedures, the recipient’s identification data will be printed on a label placed on the outside of the transport box. As these are personal data, it is recommended to destroy or obscure them after receiving the order to prevent third parties from accessing this information after discarding the packaging at recycling points.

Shipping Costs

Shipping costs are automatically calculated by the system and may depend on the following factors:

– actual or volumetric weight of the order (whichever is higher);

– value of the order*;

– product segment ordered**;

– delivery address;

– carrier pricing, which is subject to periodic updates.

Similarly, shipping costs will be automatically updated as the customer adds items to the shopping cart.

All specific purchase conditions will be clearly indicated during the ordering process and immediately before confirming the purchase.

* Free shipping offers on orders with a certain minimum purchase amount will only apply if the delivery address is located in mainland Portugal.

Right of Withdrawal
In compliance with Articles 10 and 11 of the legal regime applicable to distance and off-premises contracts, the customer may exercise their right of withdrawal within 14 days from the day the customer, or a third party designated by them who is not the carrier, acquires physical possession of the ordered product or, if the order consists of multiple items delivered on different days, from the day the last item is physically acquired. To exercise this right, the customer must send INTEGRAHEALTH, before the above deadline, an unequivocal declaration of withdrawal, using the electronic withdrawal form available here, or alternatively, downloading the form here. The exercise of this right is subject to the procedures described in the appendix to the aforementioned document, as well as the provisions in point 1.4 below (Returns). In this context, INTEGRAHEALTH will refund the total amount the customer may have paid for shipping costs, with the exception of: a) delivery costs if a shipping method other than the least expensive normal shipping option provided by INTEGRAHEALTH is chosen; b) return shipping costs as a result of exercising the right of withdrawal. In any case, the customer will bear the costs of returning the items.

Within 24 hours, INTEGRAHEALTH will acknowledge receipt of the communication of the intention to withdraw from the contract.

Specific Commercialization and Order Processing Conditions

All necessary procedures to ensure that all details, descriptions, and prices of products presented on the site comply with legal requirements are strictly followed. However, there may be situations where product information, including prices and promotional campaigns, was not correctly published. In these cases, INTEGRAHEALTH reserves the right not to process orders for these products. If the customer places an order for these products, the Customer Support team will contact them and inform them of the inability to proceed with the process.

Orders may also not be shipped for other reasons, such as:

· stock rupture;

· inability to obtain payment authorization;

· fraudulent order.

Whenever detected in time, any restriction on the sale of a product will result in its status being changed to out of stock.

As products may at any time be subject to conditions or restrictions on commercialization in the delivery address country, the customer must ensure the compliance of the purchased product with the applicable legislation in that territory, regardless of the possibility of customs or border controls. Whenever detected in time, any restriction on the sale of a product will result in its status being changed to out of stock.

All products, campaigns, promotions, and offers are limited to physical stock available and/or units stipulated for the campaign.

If the chosen payment method was cash on delivery and the order contains a product for which there is no physical stock, it will be removed from the order, and after contacting the customer and if they confirm this wish, the remaining products will be shipped. If it concerns one or more products in a pack, after contacting the customer to confirm the situation, the pack will be removed entirely from the order.

If the order was paid by Credit Card and contains a product with no physical stock, it will be removed from the order, and the remaining products will be shipped to avoid delays. If it concerns one or more products in a pack, the pack will be removed entirely from the order. Subsequently, the refund will be processed in the original payment method, as described above, and the customer will be informed by the Customer Support team of both the order change and the confirmation of the refund processing request.

INTEGRAHEALTH also reserves the right not to complete the purchase process if a situation, beyond those specifically described in this document, is detected due to a system error in the order creation process, in any subsequent phases, and related to its logistical handling, as well as due to knowledge or imposition by a competent authority of any restriction on the sale of its products. To avoid this last situation, customers are advised to check, whenever possible, the compliance of the product with the regulations applicable to the delivery address country.