Return and Exchange Procedure
Returns
In addition to the conditions specifically mentioned in the previous section, the customer should also pay attention to whether the product they wish to return was purchased as part of a promotional campaign and if, for that reason, they received a gift. If this is the case, the customer must return not only the product in question but also the gift that was given with the purchase. Both products must comply with the previously mentioned guidelines; otherwise, the return will not be accepted, and the customer will bear the re-shipping (or possible destruction) costs, without the right to any refund.
The item(s) should be sent to the following address:
INTEGRAHEALTH, LDA.
Rua José Augusto Pimenta, No. 27, 4th left, Alto do Seixalinho, 2830-086, Barreiro, Setubal District, Portugal
The return of incomplete, damaged, or scratched products, as well as products without the original packaging and/or label, or products showing evidence of use, will not be accepted.
Warnings: The lack of any element preventing the product from being restocked for sale, including the original instruction manual, will result in its immediate classification as incomplete, thus leading to the refusal of the return.
Each item to be returned must be sent under the above conditions, with the courier label attached to the original shipping box or another alternative that ensures the product’s good condition. The label should be removed after confirming the condition of the returned product(s). If any of the conditions mentioned above are not met, the customer will lose the right to a refund and will have 10 days to collect the item(s) from the address above, bearing the costs of collection. The collection should be done by a courier hired by the customer, as personal collection by individuals, even if the customer themselves, is not possible.
Exchanges
As a rule, exchanges are not allowed. The customer should proceed with the return of the item(s), request a refund, and make a new purchase, which will be subject to the conditions in effect at that time. The entire return process is described in the Returns section, which details the conditions applicable to the acceptance of exchanged products.
Note: INTEGRAHEALTH reserves the right to accept the return of clothing products for future exchange if the customer, at their own expense, returns the product to the warehouse mentioned above and it is received in the conditions described in the Returns section, specifically regarding the condition of the product. In such cases, if the product is deemed suitable for restocking, a voucher for the same product will be issued for use in a future order, subject to the voucher conditions described in the Vouchers section. If the returned product does not meet the described conditions, the customer will receive a message about the non-acceptance of the return, with an indication of the period to collect the originally sent product from the warehouse.
Refund Methods
Except for returns under the right of free resolution, INTEGRAHEALTH will strive to refund the customer promptly, but within a maximum period of 15 days from receiving the returned order at the above warehouse.
If payment was made by credit card, the refund will be processed to the same card.
If payment was made through one of the other methods available at the time of purchase, and if a refund through the original payment method is not possible, the customer will be asked to provide bank account details to which the refund amount should be transferred.
The customer can also choose to be refunded via a discount voucher, regardless of the original payment method. The voucher will be valid for 12 months from its creation date. After this period, no further refund will be issued.
Note: Some payment providers do not allow refunds after several months from the original payment. In such cases, the customer will be asked to provide a national bank account for the refund. For this, they must provide a bank statement showing the IBAN, SWIFT code, bank name, and account holder’s name. INTEGRAHEALTH reserves the right not to process the refund until the customer provides the necessary formalities to confirm account ownership.
Return Costs
If INTEGRAHEALTH is notified and confirms an error in the shipped product(s) or shipment of defective products, INTEGRAHEALTH will cover the return costs by arranging collection at the delivery address. A member of the INTEGRAHEALTH Returns and Refunds team will contact the customer to schedule the collection and provide any additional information on this matter.
Order Cancellation
The customer may only cancel their order if it has not yet been paid and is not being processed. In that case, they should do so in the “Orders” section available in their customer account area. They should select the order they wish to cancel and click the “Cancel Order” button. Once the cancellation option is selected, a confirmation message will appear, and this action will be irreversible.
Note: Order cancellation is only possible through the process mentioned above. Any request made by other means may not be addressed.
Shipping Cost Refunds
As a rule, and except as provided in the following section, the refund of the shipping costs paid by the customer for an order will only occur in the following cases:
i) Non-delivery of the order due to reasons attributable to INTEGRAHEALTH or the carrier: the customer will be fully refunded for any shipping costs paid.
ii) Error in the shipped product(s) or shipment of defective products: the customer will be fully refunded for any shipping costs paid only if the error or defect is found in all shipped products.
Note: Refunds can be made via the original payment method or via a refund voucher. Choosing to be refunded via a refund voucher will depend on the customer’s explicit request. In this case, the customer accepts that the voucher is valid for 12 months from the issuance date, after which no further refund will be issued.
Applicable Procedures for Reporting Issues
If a pre-paid order* is returned to INTEGRAHEALTH due to reasons attributable to INTEGRAHEALTH, the amount paid for the purchase, including shipping and return costs, will be refunded.
Pre-paid orders are those for which the payment method is not cash on delivery.
The customer can choose to be refunded via the original payment method or via a refund voucher that can be used for a future order. The voucher will be valid for 12 months from its creation date. After this period, no further refund will be issued. If the original payment was made by Multibanco, the customer may be contacted to provide bank details for the refund, if they authorize.
If the non-delivery and return of the order are due to the carrier’s responsibility, regardless of the payment method chosen, the customer must submit a written complaint to be analyzed by the carrier. Alternatively, and always dependent on the customer’s prior and express consent, the complaint made to INTEGRAHEALTH may be sent to the carrier to support the delivery issue.
Warranty
Ensuring access to goods and services corresponding to the contracted and with correct operation is a fundamental consumer right. INTEGRAHEALTH will guarantee, for a period of 36 months from the date of delivery (except for perishable goods), the quality of its products, offering customers, in legitimate cases, one of the following solutions, without prejudice to the right of rejection that the customer may exercise in case of non-conformity detected up to the 30th day after delivery:
· Repair of the damaged item, ensuring correct operation and/or final quality;
· Replacement of the item with an identical item;
· Replacement of the item with a similar item in characteristics and purpose, if agreed with the customer;
· Resolution of the contract and consequent refund.
The exercise of the warranty right by the customer will involve contacting the Customer Service team and returning the defective or non-conforming item at INTEGRAHEALTH’s expense, after a preliminary remote assessment of the item. For this, the customer will be asked to send photographs or videos demonstrating the alleged non-conformity.
INTEGRAHEALTH will then analyze the item to confirm the customer’s right to warranty, excluding all situations proven to result from:
· Abusive use, intentional damage, or negligent damage by the customer;
· Normal wear and tear of the product, within the expected and declared levels by the manufacturer;
· Inability to prove the malfunction or defect indicated by the customer;
· All situations detected as attempts at fraud.
If it is not possible to confirm the origin of the non-conformity and guide the customer with the necessary actions to restore the product’s conformity, it will be collected at INTEGRAHEALTH’s expense, on a date and place to be agreed with the customer. After evaluating the received product, the customer will be informed of the decision regarding their request. If the customer’s warranty right is confirmed, INTEGRAHEALTH will carry out the repair, replacement, or refund of the item as soon as possible, within 30 days from the notification of the non-conformity of the product. This period will only start on the day the product is received at INTEGRAHEALTH’s facilities if, due to a customer-related issue, the collection did not occur on the proposed date.
The refund of any amount paid will be made using the same payment method used for the purchase, unless a different method is agreed with the customer.
These provisions do not prejudice any consumer rights resulting directly from the applicable law.
Note: For warranty claims, the customer must keep the original packaging and the supplied packing material for a minimum of 30 days. In case of product collection by INTEGRAHEALTH, the customer must ensure the correct packaging, including sealing and isolation from other contact surfaces and/or moisture during transport. For this, they should:
(i) Place the product in the original packaging, ensuring proper packing in that packaging;
(ii) Pack the product with the original packaging in a second transport box.