Terms & Conditions

Prozis Delivery Guarantee

As an e-commerce company, Prozis offers a wide range of sports and nutritional products, sports supplements, as well as general health products, while complying with the stipulated terms and conditions.

All placed orders will be dispatched within stated time limits and in accordance with our terms and conditions to the designated address. No further costs or questions will be requested besides those dealt with during the ordering procedure.

Honesty, quality and transparency during the whole procedure is our biggest commitment to you and we will do everything to maintain our standards.

Our products are made up of substances (as shown in presented formulas) which are legal as they leave our warehouse but they may not be legal in the chosen destination country for delivery.

In fact, in several countries, there are territorial restrictions with regards to certain substances (or formulas with these substances) and it is your obligation to verify this with competent authorities before confirming your order through our website.

Therefore, Prozis takes no responsibility for any product which the customer orders and thereafter becomes subjected to any diligence, tax, restriction or confiscation by customs authorities in the destination country.

Given the constantly changing customs laws that several countries are subjected to, we cannot have, at all times, the full knowledge of the latter and therefore, our delivery guarantee does not cover issues that may arise from this fact and which are beyond our will and our capacity for action. In this sense, it will never be our responsibility or by our initiative, that any further request for payment of additional fees, documentation or the confiscation of your order will be made.

In general, orders which are subjected to customs examination (only a small percentage) result in three distinct situations, these are:

• Total legality of the product in that territory without additional fees or documentation.
  The product will be delivered to the customer in accordance with our terms and conditions without additional costs.
  
• Legal product but subjected to customs fees or need for a medical prescription.
  The addressee will be contacted by customs and given a stipulated time limit to present additional documentation or to pay additional fees. If this time limit is not respected the order (in general) is returned to Prozis.
  
• Illegality of the product in that territory.
  In this case the product will be returned to Prozis or, in some countries confiscated and destroyed by customs authorities.
  

If for any of the above reasons your order is returned to us, all costs with regards to delivery and return will be entirely due to the customer. These costs will be deducted from your refund (when applicable).

In certain countries, when delivery is not possible due to reasons beyond Prozis' or the courier service's control (example: incorrect address ou non-existing), the orders are destroyed by the courier service and no refund is applicable.

Once your order has arrived at our premises, it will be checked to determine whether the products have been violated or damaged. You will be contacted via email with information about your refund. The refund will correspond to the deduction of all transport costs, a 10% restocking fee, as well as any return fees charged by customs authorities for return, from the amount paid. If any products are violated or damaged the cost of these products will also be taken off the amount to be refunded.

No refund will be made for any orders that are returned after 6 (six) months from dispatch date regardless of who is to blame (customer or customs authorities).

Unfortunately, if your order is confiscated or lost at Customs and is not returned to us we will not be able to make a refund. In this unfortunate circumstance, we apologize and hope that more accurate information regarding customs restrictions in your country can be obtained. We also hope to remain your preferred choice.

We are convinced that you will understand that we cannot refund orders that are confiscated, lost or destroyed at customs, and that this will not affect the excellent image we believe you have of Prozis, referring to the reflection of our excellent level of services and the general satisfaction of our customers worldwide.

Our commitment, and our main aim is to get the products you have ordered to you, without extra costs, and within previously stated time limits and conditions. However, we are aware that our effort in performing as expected by our customers may be conditioned, at times, by circumstances beyond our control.
We accept your order convinced that when confirming it you have all the necessary information about what can be imported to the destination country and that you accept and understand all conditions and information in this document.