Terms & Conditions

Context
PROZIS reasserts its commitment to protecting its customers' and website visitors' data. Thus, and in compliance with the General Data Protection Regulation (GDPR – Regulation (EU) 2016/679 of the European Parliament and Council, of the 27th of April 2016), on the protection of natural persons regarding the processing of personal data and on the free movement of such data, PROZIS has reviewed the Terms and Conditions of use of the online store, as well as its Privacy Policy. The new wording of these texts will come into effect on May 25th, 2018. Terms and General Conditions

The access and use of this website is subject to these General Terms and Conditions of use, which include the General Conditions of Sale of the online store www.prozis.com and the Data Protection and Privacy Policy presented by the retail company ONSALESIT, S.A, Tax ID 506806693, with headquarters in Zona Franca Industrial, Plataforma 28, Pavilhão K, Modelo 6, Caniçal, 9200-047 Machico, Portugal, hereinafter referred to as PROZIS, by reference to the trademark it holds.

Introduction

The sales made via the online store www.prozis.com presuppose the acceptance by the customer of the General Conditions of Sale that are established in compliance with the legislation applicable to the electronic commerce sector.

PROZIS reserves the right, however, to change these General Terms of Sale without prior notice and is obliged to publish any changes to this website.

PROZIS is not responsible for any facts generated by the unavailability of the website, whatever its duration, and reserves the right to limit the access to certain areas within the website for technical reasons or the compliance with legal obligations.


Concepts and Definitions

Customer – any natural person who is at least 18 years of age and creates a customer account under the agreement that all information relating to their identification and other data necessary to place and process their orders are true, up-to-date and complete. For all purposes, PROZIS considers that a legal person is identified and individualised by the connection between its company name, registered office and the Tax ID number indicated at the time of creation of the respective customer account.

Cookie – small data file that is sent to the customer’s computer and kept on its hard disk.

When an account is created on the website, a cookie is created on the customer’s computer that permits automatic authentication whenever the customer visits the website.

Cookies are also used so that the system can follow the customer’s steps during a shopping session. If the customer does not allow the use of cookies, they are not able to use this website.


Personal data – information relating to an identified or identifiable natural person, i.e., the “data subject”, an identifiable natural person is one who can be identified, directly or indirectly, by reference to an identifier (e.g., name, identification number, e-mail address, IP address, etc.).

Intellectual property – all intellectual property rights to the software and content available through this website belong to PROZIS, and are licensed and protected by laws and global treaties.

All of these rights are reserved to PROZIS and its suppliers.

The customer may store, print or otherwise present the contents of this website for their personal use only.

Publication, manipulation, distribution, or reproduction, in any format, of any content contained in this website is forbidden, as well as its linking to any business or company.


PROZIS – trademark hold by the retail company ONSALESIT, S.A..


Data processing — any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.


Data Processing Controller – the retail company ONSALESIT, S.A., best identified above.


Website – internet website www.prozis.com, named and operated by the company ONSALESIT S.A. for the purpose of promoting and selling the products of that online store.


Objective

The objective of these Terms and General Conditions of use is to define the conditions of access and use of the website by the customer who wishes to make purchases on the online store. The General Conditions of Sale are intended to regulate the processing terms of the commercial transactions between PROZIS and the Customer. The Data Protection and Privacy Policy aims at identifying measures of privacy protection regarding the processing of personal data and on the free movement of such data, including personalised data management tools provided by the customers.

I - General sales conditions

Ordering and purchasing process

Payment options and deadlines – Once an order has been placed in the customer's account, the selected payment option shows a deadline for payment. If this deadline comes to pass without any confirmation of payment, and the chosen payment option is not cash on delivery, the order will be cancelled.

PROZIS has the following payment options available for purchases made at its online store:

PAYMENT METHODS

Credit Card

It is possible for the client to use a credit card and take advantage of the transaction speed and flexibility offered by this payment method. All transactions on our website are secure.

Is it safe to pay online using my card?

Prozis uses a state-of-the-art fraud detection and prevention mechanism. This solution allows verification of the authenticity of online payments, while ensuring our clients data integrity and security, as well as their identification.

This security feature is provided via SSL technology (Secure Socket Layer) that encrypts the communications between the client's computer and our server, so that they cannot be intercepted. Thus, Prozis reserves the right to refuse any order paid by a transaction considered illicit. All and any activities considered illegal will be immediately reported to the competent authorities.

3D Secure

3D Secure is a communication protocol designed to improve online payments and to enable the authentication of the card user by the credit card issuer. When paying at an online store, a credit card validation process is activated. If the credit card is considered valid, 3D Secure protocol security systems check the client's identity, resorting in real time to the credit card issuer. The issuer validates the client's identity and informs the store system that the card being used is legitimate.

The goal is to protect credit card users, minimising the possibility of fraudulent credit card use and improving the overall transaction performance. This protocol is used by Visa, with the 'Verified by Visa' designation, and by Mastercard, with the 'SecureCode' designation.

How is the credit card payment processed?

After selecting the credit card payment option and clicking on 'Place Order', the client is directed to the Redunicre payment platform where the necessary credit card data needs to be inserted, consisting of the credit card number, expiration date and security code. Finally, clicking on the button 'I validate my payment' will set the transaction in motion.

If the payment is not accepted, an error message will appear in the shopping cart window. In such an event, it is recommended to attempt the transaction again. If the problem persists however, we advise the client to contact his/her bank or credit card issuer for further information.

Once the payment is finalised, the amount will be charged from the client's credit card account. If, for any reason, it proves necessary to cancel the order, whether completely or partially, we will reimburse the corresponding amount within a maximum term of 5 working days. The transaction will show on the client's credit card extract after 2 working days, counting from the reimbursement date.

To protect our clients from potential frauds, we may ask for additional information to facilitate the payment's assessment. If such a request is made but we fail to get a reply within 3 business days, we will cancel the order and proceed to reimburse the payment.

Warning: Payments are always charged in Euros, even if prices are displayed in other currencies. Some banking entities may charge currency exchange rates. Prozis is totally alien to this fact and is not to be held responsible for it.

PayPal

PayPal is a secure payment method used worldwide. For further information concerning this payment method, please visit www.paypal.com.

Save info for future PayPal transactions

By choosing this option, the client will not need to access the PayPal website when checking out future orders. The payment will automatically be charged from the PayPal account used to subscribe to this option.

At any time, the client can access his/her PayPal account on www.paypal.com and cancel this service. To do so, he/she must go to Profile > My Money > My preapproved payments. A list of all preapproved payments will be displayed, and from there the client can simply cancel the payment option associated to Prozis.

IMPORTANT: Prozis does not keep any PayPal account login information of the client.

Sofort

Easy. Secure. Paid.

SOFORT Banking is one of the most secure payment methods on the Internet. The most important factor behind the high security of SOFORT Banking is the online banking system itself. This TÜV-certified payment system offers the buyer maximum security, thanks to the PIN & TAN codes used.

Transactions take place in real-time. An immediate payment confirmation is created, which means Prozis can dispatch the client's items directly after placing of the order.

More information about SOFORT Banking can be found here.

Bank Transfer

In case the client prefers not to pay for the order at the time of placing, the bank transfer option is available to pay for the order later. We will only proceed with shipping once the transfer is realised and we have confirmation from our bank that the payment is available on our account.

Our bank account details are as follows:

Bank: Banco BIC

Account holder: ONSALESIT, SA

Account number: 64329915/10/001

IBAN: PT50007900006432991510191

BIC/SWIFT: BPNPPTPL

Country: Portugal

It is strongly recommended to provide a reference to the order number in the bank transfer comments, and to send a proof of payment to our customer support service for faster payment identification and order processing.

Any additional transfer fees charged by the bank of the client are at his/her expense.

Products are reserved for 6 days. If Prozis does not receive payment for the order during this period of time, the order will be cancelled.

SHIPPING

With the exception of some rare cases alien to PROZIS, all orders placed and paid for via Credit Card, PayPal, ATM or Cash On Delivery* will be shipped on the same day, as long as the payment is realised before 15:00 on a working day. Orders paid for at a later time will be shipped on the next working day.

The bank transfer* payment option is subject to a confirmation period which can vary between 24 hours and 5 working days, according to the country from which the transfer is made. In regard to this payment method, Prozis has no control whatsoever over the term in which the transfer is executed, for which the customer's bank is responsible. In such cases, the order will be shipped on the day Prozis receives payment confirmation from the bank in question.

* The above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available, under "Payment Methods".

Should any concerns arise regarding the order (delivery address confirmation, payment verification, out-of-stock products, etc.), we will contact the client by Helpdesk message. We will wait for an answer from the client for three working days. The order will not be shipped until we receive an answer to our message. If no answer is received within the indicated time period, the order will be cancelled and its payment reimbursed to the client.

DELIVERY

Once the order is shipped, the client will receive a confirmation email with the respective invoice, a tracking number and a link that allows tracking of the order on the transport service website.

The client may also access this tracking link by logging into his/her Prozis account and clicking on the "Orders" tab shown on the login page. By clicking on an order in the column "Orders History" on the left hand side of the screen, the client will be given all the information about that same order in the column "Order Details" on the right hand side of the screen, including the above-mentioned link.

It is possible that, at the time the shipping confirmation with the tracking number is sent to the client, attempting to track the order online does not yet provide any results. It may take up to 24 hours after receiving the shipping confirmation e-mail for any tracking updates to become available on the transport service website.

Orders are delivered from Monday to Friday, except for national or municipal holidays, at the address provided by the client when placing the order.

The client may receive the order at whatever address he/she prefers (with the exception of PO Boxes). All that needs to be done is to provide us with the address where he/she will be at between 9 a.m. and 7 p.m. The chosen transport service will attempt to deliver the order at the address indicated by the client.

WARNING: The client cannot choose a specific delivery time, because deliveries are conditioned by the routes defined by the transport service on the respective delivery date.

Providing an incorrect or incomplete address may lead to the parcel being returned to PROZIS, leading to extra costs that will be imputable to the client. Hence we recommend the client to always make sure that the delivery address he/she provides when placing the order is complete and accurate. Once the order is processed it is no longer possible to change either the delivery address, or the billing details.

In case the client is not present at the designated address on the delivery date, the procedure will be as follows:

DHL

DHL will leave a note, requesting the addressee to call either the agency responsible for the parcel's delivery, or its general number, so that a new delivery can be scheduled on a more suitable date. The addressee has 5 working days to contact the delivery service and schedule a new delivery. If he/she fails to do so within this deadline, the order in question will be returned to Prozis.

DPD

DPD will leave a note, requesting the addressee to call either the agency responsible for the parcel's delivery, or its general number, so that a new delivery can be scheduled on a more suitable date. The addressee has 5 working days to contact the delivery service and schedule a new delivery. If he/she fails to do so within this deadline, the order in question will be returned to Prozis.

NOTE: In case the addressee prefers not to contact DPD telephonically, a new delivery can also be scheduled on the DPD website.

DELIVERY DEADLINES

DHL Express

Once the customer's order has been shipped we guarantee a delivery deadline of 1 working day, unless the delivery address is in a remote area. In that case the delivery deadline amounts to 2 working days.

DHL DDI

Once the customer's order has been shipped, delivery is due in 3 days or more, depending on the destination country.

DPD

Once the client's order has been shipped, we guarantee a delivery deadline of 3 working days, unless the delivery address is in a remote area. In that case the delivery deadline amounts to 4 working days.

WARNING: The delivery deadlines are guidelines and are therefore only be considered valid when there are no physical or structural impediments to delivery (e.g. incorrect delivery addresses or forces beyond our control such as strikes, missed connections and poor weather conditions, among others).

SHIPPING COSTS

Shipping costs are automatically calculated by our system, depending on the following factors:

  • the actual or volumetric weight of the parcel (whichever the highest);
  • the order value (at least one free shipping option will be available for orders with a value of 29.99 or more);
  • the transport service price tables, which are updated on a regular basis.

Shipping costs are automatically updated as the client adds items to the shopping cart.

RETURNED ORDERS

In case an order is returned to Prozis for reasons not imputable to Prozis or the transport service, Prozis will reimburse the amount paid for the order with a deduction of the shipping and return costs.

The client can choose to be reimbursed via the original payment method, or by means of a reimbursement coupon that can be applied to a future order. The respective coupon will remain valid for a duration of 12 months, counting from the coupon creation date. After this period has passed, no further reimbursement can be issued. In case the original payment was made via bank transfer, the client will have to provide bank account details for the reimbursement to be realized.

If the reason for the unsuccessful delivery and the return of the order falls under the responsibility of the transport service, regardless of the chosen payment method, the client will have to send us a written complaint that will be subjected to analysis by the transport service. In case the delivery problem is due to an incomplete or incorrect delivery address, we request a proof of address from the client to be attached to the complaint (e.g. a gas, water or electricity bill).

The solution that Prozis will present to the client depends on the answer provided by the transport service. Therefore, in cases of complaints regarding the transport service, we can only present a solution to the client once the transport service informs us of their assessment. If the transport service accepts full responsibility for the return of the parcel, and all the products initially ordered are still available, we will suggest to the client a replacement order, without any additional costs. Instead of a replacement order, the client can also opt for a full refund. If the transport service does not accept responsibility, we cannot accept the complaint and as such cannot send a replacement order. The refund will then be subject to the above-mentioned terms regarding returned orders for reasons not imputable to Prozis or the transport service.

ORDER CANCELLATION

The client can only cancel the order directly from his/her account as long as it has not yet been paid for and is not already being processed. If these conditions are met, the client can simply access his/her account, click on "My Prozis account" and then on "My orders". In the column "Orders history", the client can then select the order to be cancelled, causing all relevant order information to appear in the column "Order details". At the bottom of this order details section (it may be necessary to scroll down), he/she can click on "Cancel order". Once the order is cancelled, the client will receive a confirmation message.

Order cancellation is only possible via the previously described procedure. Any cancellation request made by any other means will not be fulfilled.

RETURNS

Should the client wish to return one or more items, this can be done within 14 days after receiving the order, as long as the products are intact, sealed, complete and inside the original packaging. The packaging cannot be damaged, altered or scratched. It is up to the client to ensure that the returned items arrive at our facilities within 28 days, counting from the day on which the order was delivered.

To exercise the right of return, the client will have to contact our Customer Service. It will be necessary to specify the order number, the descriptions or reference numbers of the products to be returned, and how the reimbursement is to take place. Reimbursement is possible either via the original payment method or by means of a reimbursement coupon, that remains valid for 12 months after it is issued. Once this period has passed, no new reimbursement can be issued.

The client also needs to be aware if the product to be returned was acquired as part of any promotional campaign, and if any free product was attributed to the order as a result of the product's acquisition. If that is the case, it will be necessary to not only return the product in question, but also the product that was added for free. Both products are required to comply with the aforementioned guidelines.

A pack, composed of various products, can only be returned in its entirety. If the client wishes to return a product belonging to a pack, it will be necessary to return all the products that are part of that particular pack. All of the pack's products are required to comply with the aforementioned guidelines.

It is up to the client to send the item(s) to the following address:

Prozis

Rua do Cais n. 198, Fontarcada

4830-345 Póvoa de Lanhoso

Portugal

In case of incomplete or damaged products, products without their original packaging and/or label, or products that present signs of use, returns will not be accepted.

Neither do we accept returns of products that will expire in less than a month, underwear or swimming clothes, or offers or products that were purchased with ProzisPoints.

If we do receive an item in any of the above mentioned conditions or with the transport service label placed directly on the respective product packaging, the client will lose the right to be reimbursed and will be granted 10 days to have the item(s) picked up from our premises, paying for the collection costs.

EXCHANGES

The client will have to return the item(s), request the respective reimbursement, and subsequently place a new order.
The entire return process is described in detail in the paragraph RETURNS.

REIMBURSEMENT METHODS

PROZIS will do everything in its power to reimburse the client as quickly as possible. PROZIS is however entitled to a maximum reimbursement term of 15 days, counting from the day the product arrives back at our warehouse.

If the payment was made by credit card, the reimbursement will be issued to the account associated with the credit card that was used for the original payment, and it will appear on the client's next bank statement.*

If the payment was made by PayPal, the reimbursement payment will be made to the respective Paypal account and will become available immediately.*

If the chosen payment method was Cash on Delivery or ATM/bank transfer, the client will be asked for the necessary details of the account on which he/she wishes to receive the reimbursement.*

* Please note that the above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available above, under "Payment Methods".

The client may also choose to be reimbursed through a discount coupon, regardless of the original payment method used. This coupon will remain valid for 12 months, counting from the day on which it is created. Once this period has passed, it will be impossible to realize any further reimbursement.

SHIPPING COSTS REIMBURSEMENT

In case PROZIS is liable for the return of the order, we will reimburse the respective shipping costs (e.g. in case of defective products or products different from the ones actually ordered).

However, if an order consisting of several products contains only one defective product, the shipping costs will not be reimbursed.

REFUNDING SHIPPING COSTS

There are three situations that can lead to a refund of the order shipping costs:



  • i) Failure to deliver the order for reasons directly attributable to PROZIS or the carrier: the customer will be refunded in full for the amount paid for shipping. An employee from the refunds and reimbursements section of the PROZIS Customer Support team will get in touch with the customer to confirm his or her right to receive a shipping refund and to clarify any additional questions on this subject.

  • ii) One or more errors in products shipped or shipping of faulty products: the shipping amount paid by the customer will be refunded in full only if the error or fault is present in all shipped products. For more information please check article 1.7 below.

  • iii) Right to Contract Termination: in compliance with articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 applicable to distance and off-premises contracts, the customer can exercise his or her right to contract termination within 14 days from the day s/he receives the ordered product or, should the order be composed of several items to be delivered in different days, from the day s/he received the last article. To exercise this right, the customer must send PROZIS a clear statement of contract termination before the deadline indicated, using the Contract Termination model available here. PROZIS will reimburse the shipping amount paid by the customer in full. An employee from the refunds and reimbursements section of the PROZIS Customer Support team will get in touch with the customer to confirm his or her right to a shipping refund and to clarify any additional questions on this subject.

PRODUCT INFORMATION

We take all the necessary precautions to ensure that all details, descriptions and prices of the products on our website are correct. Nevertheless, situations may occur in which information regarding products, including prices and promotions, is not correctly published. In cases like these, we reserve the right not to process orders containing such products. If a client places an order for these products, they will be contacted by our Customer Service, informing them that the order cannot be shipped.

Orders may also be rejected due to other reasons, such as:

  • a product being out of stock
  • inability to obtain payment authorisation
  • the order is considered to be fraudulent

All products, campaigns, promotions and offers are limited to the available stock and/or stock allocated for the campaign in question.

Whenever an order is placed using the Cash on Delivery payment method*, and it contains a product that we no longer have in stock, we will take the liberty to remove it from the order and dispatch the remaining products in order to keep possible delays in the process to a minimum. If the order contains one or more products that are part of a pack, this pack is to be removed from the order in its entirety. The client will in all cases be duly informed about the alteration made.

Was the order paid for via Credit Card or PayPal*, and it contains a product that we no longer have in stock, we will take the liberty to remove it from the order and dispatch the remaining products in order to keep possible delays in the process to a minimum. If the order contains one or more products that are part of a pack, this pack is to be removed from the order in its entirety. The client will in all cases be duly informed about the alteration made. A reimbursement via the original payment method will be scheduled immediately. The client will be informed by the Customer Service team about both the order alteration and the scheduling of the reimbursement.

In case the payment was realised via ATM or Bank Transfer*, and the order contains a product no longer in stock, we we will take the liberty to remove it from the order and dispatch the remaining products in order to keep possible delays in the process to a minimum. If the order contains one or more products that are part of a pack, this pack is to be removed from the order in its entirety. The client will in all cases be duly informed about the alteration made. In such a case, a reimbursement in the form of a reimbursement coupon will be issued immediately. This coupon will remain valid for 12 months, counting from its creation date. Once this period has passed, no further reimbursement will be issued. The client will be informed through a message by our Customer Service about both the order alteration and the reimbursement coupon code that is issued. If the client prefers a reimbursement via the original payment method instead of a reimbursement coupon, this can be requested by the client in a reply to the Customer Service message, by re-sending the reimbursement coupon code along with the details of the account to which the reimbursement is to be made (bank name, account holder name, IBAN and SWIFT).

If the order contains a product that is out of stock and for which ProzisPoints were exchanged, we we will take the liberty to remove it from the order and dispatch the remaining products in order to keep possible delays in the process to a minimum. The spent ProzisPoints will be put back in the client's account immediately. The client will be informed through a message by our Customer Service about the order alteration as well as the restitution of the ProzisPoints.

* Please not that the above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available above, under "Payment Methods".

We will do everything in our power to keep the client's order and payment information secure. Nevertheless, we cannot be held responsible for any loss the client may suffer in case a third party gains unauthorised access to any information he/she provided by accessing or ordering from our website.

PROZIS reserves the right to change prices at any time, without prior notice.

Payments are always charged in Euros, even though prices may be displayed in other currencies. Some banks may charge currency conversion rates. PROZIS has no control over this matter and therefore assumes no responsibility for it.

The products, information, services and other content provided on and via this site, including, but not limited to, any products, information, e-mails, services and other content provided on any linked site, are solely provided for informational purposes in order to facilitate possible discussions with healthcare professionals regarding treatment. The information provided on this site and linked sites, including, but not limited to, information relating to medical and health conditions, products and treatments, is only provided in summary or aggregate form. This information is not intended as a substitute for advice from the client's physician or another healthcare professional, or any information contained on or inside any product label or packaging. Before purchasing or using any product, information or service provided on or via this site, including, but not limited to, any product, information or service provided on any linked site, the client should contact a healthcare professional.

The client should not use the information on this site for diagnosis or treatment of any health problem, or for prescription of any medication or other treatment. At all times, the client should consult his/her physician or other healthcare professional, and carefully read all of the information provided by the manufacturer of a product, as well as the information on or inside any product label or packaging, before taking any medication or nutritional, herbal or homeopathic supplement, before starting any diet or exercise program or before adopting any treatment for a health problem. Each person is different, and the way one person reacts to a particular product may be significantly different from how other people react to this product.

Unless otherwise indicated on this site, Prozis does not endorse any specific product or service offered, advertised or sold on or via this site, including, but not limited to, any product or service offered, advertised or sold on or via any linked site. Prozis is not responsible for any product or service sold on or via this site or any claims of quality or performance made on or via this site, including those made on or via any linked site. The client is hereby advised that other sites on the internet, including, but not limited to, linked sites and sites that link to this site, might contain material or information that some people may find offensive or inappropriate; or that is inaccurate, untrue, misleading or deceptive; or that is defamatory, libelous, infringing others' rights or otherwise unlawful. Prozis expressly disclaims any responsibility for the content, legality, decency or accuracy of any information, and for any products and services appearing on any linked site or site that links to this site.

SUGGESTIONS & COMPLAINTS

Our clients' opinion means a lot to us because it allows us to constantly improve our services. If, for whatever reason, a client is not pleased with our services, or would like to suggest improvements, it is greatly appreciated if he/she takes a few minutes of his/her time to keep us informed and send a message to our Customer Service team.

We would like to point out to our clients that if the complaint is related to a specific order, they have 14 days, counting from the date on which they received the product, to contact our Customer Service and report the problem.

In the event that the client has received a defective or damaged item, or an item different from the one actually ordered, it will be required to attach a video to the complaint, or at least a few photographs, that clearly show the problem that is the cause for the complaint, as well as the state of the box in which the order was delivered.

The client is to keep in their possession both the defective, damaged or mistakenly shipped product, and the box that contained the order, until confirmation from the Customer Service that this is no longer necessary.

In the event that, at the time of delivery, the outside of the box is not in perfect delivery condition, the client is strongly advised to reject the delivery of the order, or otherwise run the risk that the ensuing complaint is not accepted.

ADR and ODR

In case of a dispute, we inform that the consumer can appeal to one of the Alternative Dispute Resolution bodies listed at the Portal do Consumidor, on the website www.consumidor.pt, or to one of the bodies listed on the European Commission's Online Dispute Resolution website at https://webgate.ec.europa.eu/odr.

Alternative Dispute Resolution bodies:

CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Competência genérica
E-mail: [email protected]
Web: http://www.arbitragemdeconsumo.org

WARRANTY

One of the basic consumer rights is the access to services and goods corresponding to those purchased, and with warranty of proper functioning. Therefore, PROZIS guarantees the quality of its products for a period of 24 months starting on the day of purchase (except for perishable goods), offering its clients, whenever it proves legitimate, one of the following solutions, listed in order:

  • Repair of the damaged item, ensuring its proper functioning and/or final quality;
  • Exchange for an identical product;
  • Exchange for a product with similar characteristics and purpose, after securing the client's agreement;
  • Contract dissolution, leading to reimbursement, in case the previous options prove impossible.

To exercise his/her warranty right, the client will always be required to file a complaint regarding our services through the means set out in the terms and conditions of sale, as well as to return the malfunctioning product or the product that does not correspond to the purchased item.

Our Customer Service team will analyse the respective item to check the validity of the warranty claim made by the client. Exceptions are made for all situations resulting from the following, among others:

  • Misuse and intentional or unintentional harm by the client;
  • Normal wear and tear of the product, provided that it corresponds to the expected levels as declared by the manufacturer;
  • Impossibility to confirm the malfunctioning or defect described by the client;
  • All situations identified as attempted fraud.

After we have inspected the returned product, the client will be informed about the decision regarding his or her request.

In cases where the exercise of warranty proves applicable, PROZIS will promote the repairing or replacement of the item, or the reimbursement of the corresponding payment, within the shortest possible time up to a maximum of 30 days, counting from the day of the written confirmation stating that the client is entitled to exercise the right of warranty.

The reimbursement of any amount will be made through the original payment method, unless a different agreement is reached with the client.

These provisions do not affect the client's statutory rights.

PROZISPOINTS

1. What are ProzisPoints?

ProzisPoints are points that a client earns when purchasing any product from Prozis.
A certain number of ProzisPoints is attributed to each product.

2. Where does it say how many ProzisPoints each product is worth?

On each product page, the associated number of ProzisPoints is displayed.
The number of points can be found to the right of the product image, next to where the price is shown.

3. For what can ProzisPoints be used?

ProzisPoints can be exchanged for exclusive gifts, or saved in the client account so they can be spent with later orders. When a client chooses to save his/her points, there will be more and more valuable gifts to choose from when placing the next order.

4. How can ProzisPoints be exchanged for gifts?

After placing items in the shopping cart and proceeding to the order checkout, a page is shown that informs the client of the total amount of ProzisPoints available in his/her account. On this page, step 1 of order checkout, the client can choose to either save the ProzisPoints for later orders, or exchange them for gifts that appear after selecting the respective option.
The client can then select the gifts and the corresponding quantities according to the number of points available, and add then to the order by clicking on "ADD TO CART". This points exchange procedure can be repeated until all available points in the account are spent.
After having selected the desired gifts, the client can click on "NEXT STEP" at the bottom right corner of the page to proceed.

5. Is it possible to confirm that the ProzisPoints gifts will be sent with the other items in the order?

When confirming the items in the shopping cart, during step 4 of order checkout, the ProzisPoints gifts will appear in the overview with the indication "FREE", meaning that the gifts do not require any payment from the client. In case the selected gifts do not appear as expected in this overview, the client is advised to repeat the procedure.
At the bottom of the same page, it is displayed how many ProzisPoints were exchanged for gifts as well as how many will remain available in the account for later orders. If the client removes the gifts from the shopping cart before concluding the order, the corresponding amount of ProzisPoints will be put back into the client account.

6. What is the advantage of saving ProzisPoints?

By choosing to save the ProzisPoints instead of spending them, the client will eventually be able to acquire gifts of a higher value.

7. Are there any other ways to earn ProzisPoints?

By commenting on items purchased at our store, the client is able to earn more ProzisPoints. If the comments comply with our regulations, they will be approved and published on the Prozis website.
The client receives 20 ProzisPoints per approved comment.

8. What is the value of one ProzisPoint?

Each ProzisPoint is worth 0.0070.

9.Where can more detailed information about one's ProzisPoints be found?

An overview of all the ProzisPoints movements is available in the client's Prozis account. After having logged in, this overview is accessible by clicking on the client name and selecting the option "ProzisPoints" from the drop-down menu.
The page shows for which specific gifts the ProzisPoints were exchanged, how many points were earned with the purchase of each item and the ordered quantities, as well as the total of ProzisPoints currently available and being processed.

10. What does it mean when ProzisPoints are “being processed”?

It means that the order through which the client earns or spends ProzisPoints has not been sent and invoiced yet. As soon as the order status changes to "Shipped", the ProzisPoints will become available in the respective account.

11.The gifts for which ProzisPoints were exchanged were not included in the order. Why?

If the client removes one or more items from the shopping cart after having selected ProzisPoints gifts, these gifts will automatically be removed from the cart, and the respective ProzisPoints put back in the account.
If the selected gifts are not included in the order, the client is advised to consult his ProzisPoints movements on the respective page, to verify if the points spent on the gifts were indeed removed. If no points deduction appears, that means that the gifts were not correctly added to the shopping cart, and therefore not included in the order either.

12. The ProzisPoints earned and exchanged for gifts in a certain order do not appear in the ProzisPoints overview. What happened?

This situation can be caused by one of the following reasons:

  • The order was cancelled: this causes the accumulated and used ProzisPoints for that order to be cancelled. Therefore, these points no longer appear in the ProzisPoints overview.
  • The order was returned to Prozis: the ProzisPoints that are exchanged and earned with a certain order are cancelled when the order is received at our warehouse, causing them to disappear from the ProzisPoints overview.
  • The client returned one or more products acquired with his/her order: once the return is processed by our warehouse, the ProzisPoints earned with the purchase of the products in question are cancelled. These points therefore no longer appear in the ProzisPoints overview.
  • The client received one or more damaged products: after the complaint is dealt with by our Client Support Service, the ProzisPoints earned with the acquired products and/or exchanged for gifts are cancelled, meaning that they no longer appear in the ProzisPoints overview.
  • The client did not receive one or more ordered products: after the complaint regarding the missing product(s) is dealt with by our Client Support Service, the ProzisPoints earned with the purchase of the products and/or exchanged for gifts are cancelled. For that reason, they disappear from the ProzisPoints overview.

13. The ProzisPoints balance is negative. How is that possible?

This situation can be caused by one of the following reasons:

  • An order was returned to Prozis, and the ProzisPoints earned by the client in that order were exchanged for gifts in a following order: the ProzisPoints corresponding to a returned order are cancelled once the order is received at our warehouse. If the client uses the ProzisPoints earned with the returned order to exchange for gifts in a following order, during the time before the returned order is received and registered at our warehouse, the ProzisPoints balance can become negative.
  • An order was returned either completely or in part, and the client used all or part of the ProzisPoints earned with the ordered product(s) to exchange for gifts in that same order: the ProzisPoints earned with the purchase of a product are cancelled whenever the product's return is registered at our warehouse. As such, if the client exchanges the earned ProzisPoints and then decides to return the product, the ProzisPoints balance can become negative.

14. Is it possible to exchange or return products for which ProzisPoints were exchanged?

Prozis does not accept any exchanges or returns of products for which ProzisPoints were exchanged.

15. Can I exchange my entire ProzisPoints balance for gifts in a single order?

Per order, it's possible to exchange up to 9300 ProzisPoints, plus any ProzisPoints you earn with the order that is being placed.

II – Data Protection and Privacy Policy

2.1. Introduction

By browsing the PROZIS website and registering as a customer in the online store you confirm you understand and accept the present Data Protection and Privacy Policy.

PROZIS continues to care for the defence of personal data privacy and is playing a pre-emptive role concerning the safety of the website and data protection of its customers and visitors.

New data protection measures have been implemented, both to verify the legitimacy of personal data processing and to ensure the rights granted to the subjects of said data are being observed, so as to reinforce the guarantee of personal data confidentiality. Within this scope, and through a specialisation of our customer service channels, PROZIS aims to promote a clearer, more objective transmission of the purpose and transparency of personal data processing operations.

Thus, the information contained in this text seeks to convey in a clear, unequivocal way, the content of the data protection and privacy policy, data which will be processed in compliance with the terms of the current Data Protection and Privacy Policy (henceforth referred to as RGPD) and defined by the content of the commercial relationship to be established between the data subject and PROZIS.


2.2. Types of personal data processed

In general terms, personal data will be gathered in three situations directly resulting from PROZIS' line of business:


2.2.1. User registration: PROZIS customer account creation and purpose of data processing

A personal area is made available for the customer to enter the data needed for his or her identification so as to create a customer account. The first purchase will depend on the additional personal data being supplied, since they are essential for his or her identification as a customer and respective delivery of goods.

Any mandatory fields in the forms available for these registration stages are marked with an asterisk (*).


PROZIS commits to protecting customer data and never make them available to a third party without the knowledge or consent of the subject, as required by law.

When processing a customer order, it is possible that certain personal data – such as address and postal code – are disclosed to third parties for the sole purpose of preventing and detecting fraud, and always after being required to do so by the competent authorities.


Also, when purchasing on the website, delivery address and payment details will be requested so as to guarantee the best possible efficiency and deadline compliance.


Supplied data will be stored only for as long as strictly necessary, which is usually while the customer has an active customer account. For this reason, as soon as the customer sets the customer account cancellation process in motion, his or her personal data will be permanently deleted, except for data needed to meet legal obligations, which will be stored in a specific database and for only as long as absolutely necessary. Should the customer wish to place a new order on the website, s/he will need to register again, being subject to the terms and conditions in effect at that time.


We can also gather other information regarding customers' website experience, which we will do only after confirming the subject is aware of and, if necessary, has given specific consent for such, and with the exclusive purpose of improving customer service. For assessment and certification of quality of service and response efficiency, PROZIS shares data with entities specialised in that field, namely eKomi Ltd., Trustpilot and Trustedshop.
Completing customer registration will trigger a registration confirmation that will be sent to the e-mail address associated to the customer account by the customer, and which will include a link to the present text.

In terms of customer data update, whenever the customer wishes to check the data supplied to PROZIS, s/he can do so by accessing his or her PROZIS account. The customer is required to keep his or her account access information secure since any and all action taken, or request made, from his or her account will be the sole responsibility of the customer, provided that the customer identity validation procedures described below have been performed.

We advise the customer not to store his or her password in the browser, since anyone else who has access to his or her computer will be able to access his or her personal data.


For what purpose are gathered data used?

Customer data are processed to perform actions such as order processing, notification of possible changes to website functionalities, surveys and interaction assessment for statistical purposes.

We can also send product and service information, campaigns, promotions and special offers by e-mail from time to time. Should the customer not wish to be contacted for said purposes, s/he can cancel his or her newsletter subscription by opting out in the Manage Permissions tab of the account data area or by clicking the link made available for that specific purpose.


2.2.2. Customer contact with PROZIS

Whenever the customer, of his or her own initiative, contacts PROZIS to obtain information regarding products, the purchase process, order status or to report any website-related situation, PROZIS may need to gather additional personal data for several purposes, which will be specifically transmitted but that can generally fit the following situations:

i) confirming customer identity and reason for contact.

PROZIS has implemented additional measures to confirm the identity of the person in cases where s/he is contacting us by phone, as a way of guaranteeing we are indeed contacting the account data subject.

Thus, from May 25th, 2018 onwards, the operator will only proceed with the call once s/he has transmitted, in a clear, objective way, the purpose and conditions of validating a customer's identity and after receiving from said customer the intention of proceeding with the contact under such conditions.

With this is mind, and as an example, the operator will ask permission to access the shopping history of the last 6 (six) months) and will only do so should the customer be asked to specify one or more products purchased in previous orders.

As an alternative, and after describing this identity validation mechanism, an alphanumeric validation code may be sent to the mobile phone or e-mail address registered to the customer account, which should then be conveyed to the operator at the beginning of the call.

Once the customer's identity has been validated, the operator will ask some key questions based on the reason for contact so as to have a better context of the situation and possibly forward it to another Customer Service employee that specialises in said subject.

A possible recording of the phone call for service quality assessment will depend on previous and express consent from the customer.


Every time there is a contact between the customer and the Customer Support service, and once the situation that determined said contact is deemed to be resolved, the customer will receive an e-mail confirming the complaint/request status update. Any personal data that is part of the process of the initial contact will be kept for 30 months, after which they will be permanently deleted. For statistical purposes, if the customer consents to it, his or her customer service satisfaction level will be registered. This does not mean any personal data will be saved – only the assessment level, anonymously.

2.2.3. PROZIS' contact with the customer

PROZIS may need to contact the customer regarding a specific order so as to:

i) confirm or correct any personal data necessary to complete the delivery process (e.g. delivery address). In these cases, the mobile phone number registered in the customer file will be contacted and, once the call has been placed, the operator will confirm the identity of the speaker following the procedure described in 2.2.2./i above, if necessary.
ii) inform the customer that a message has been sent to his or her account message box due to one or more articles in the order being out of stock and that as an alternative to the unavailable products there can be a full refund or a replacement of the items for similar products, as mentioned in article 1.4 of the General Conditions of Sale.

2.2.4. Cookies and other Marketing tools

2.2.4.1. Cookie classification and description

As to type:

Essential – they allow for website browsing and functionality use. Without these cookies, requests cannot be processed.

Functionality or performance - they gather information regarding the way the user uses the website, aiming to improve the latter's functionality. PROZIS is then therefore able to understand which products and promotions are more suitable to the interests and needs of the customer by: drawing up statistics according to non-individual customer behaviour and his or her use of the website; measuring advertising campaign effectiveness; introducing browsing improvements, etc. so as to improve the website's performance and response effectiveness. For this reason, authorised third-party performance cookies are also used with the purposes outlined herein.


Analytical - used anonymously for statistical purposes and to improve website operation, without ever gathering personal information. They allow highlighting articles that may be of interest to customers or visitors, monitoring website performance, determining the most effective way of connecting pages or even understanding why some pages are receiving error messages.


As to validity:

Permanent - they are stored in the customer's computer or device, between browser sessions, so as to keep definitions or preferences and improve website use on the next visit. Some of these cookies are supplied by authorised third parties and are limited to the following: presenting campaigns and products that may be of interest to the customer; retargeting (advertising of PROZIS products on partner websites or social media without storing personal data or user profiles, meaning they do not disclose any personal data to third parties, since the advertising is completely anonymous).


Session – limited to each user login, which means they expire after logging out from the browser. Their purpose may be to show products previously added to your shopping cart, identifying problems and ensuring a better browsing experience. Some session cookies can also be a guarantee of reinforced security.

Cookies used by the Prozis website:

Strictly necessary


Cookie name Purpose
Przsid This cookie is a "session cookie" and allows us to know who you are between pages.
_am Used to check if you're browsing our website's desktop or mobile version.


Other cookies


Cookie name Purpose
_sl Cookie to save current store and language.
_rm This cookie is created when you select the "remember me" option at login. No personal information, like username or password, is stored here. It is deleted when you explicitly log out of your account.
_gvawy Cookie to display/hide pop-ups about giveaways or contests.
__redir, __rrid, __rridul, __clkid, __sid_ot, __usrid_ot, __vh_ot, __cph_ot, __rfa_ot Cookies to anonymously track visits and page views.
nws_ck Cookie to display or hide the sticky top bar.
selected_elem Cookie to save data about actions that require login (triggering them after login).
BIGipServer Cookies starting with "BIGipServer" (BIG-IP persistence cookie) are used to improve performance and security on the website.
incap_ses_, visid_incap_ Cookies starting with "incap_ses_" or "visid_incap_" are used to improve performance and security on the website.


Third party cookies


Google Analytics

Cookie name Purpose
_ga Used to distinguish users.
_gat Used to throttle request rate.
__utma Used to distinguish users and sessions. The cookie is created when the javascript library executes and no previous "__utma" cookie exists. The cookie is updated every time data is sent to Google Analytics.
__utmb Used to determine new sessions/visits. The cookie is created when the javascript library executes and no previous "__utmb" cookie exists. The cookie is updated every time data is sent to Google Analytics.
__utmc Not used. This cookie used to operate in conjunction with the "__utmb" cookie to determine whether the user was in a new session/visit.
__utmz Stores the traffic source or campaign that explains how the user reached our site. The cookie is created when the javascript library is executed, and is updated every time data is sent to Google Analytics.


Youtube

Cookie name Purpose
SID, LOGIN_INFO, PREF, SSID, HSID, VISITOR_INFO1_LIVE These cookies are used by Youtube to store user preferences and some contain enough information for tracking.


Add This

Cookie name Purpose
Uid Uniquely assigned machine-generated user ID
di/dt Maintenance cookies that help manage expiration for other cookies
Bt User interest modelling
Uvc Measures how often an AddThis user is seen
ssc/psc/uvc These cookies are used to recording the user's sharing and social activity
Loc Geolocation, used to help publishers know approximately where people sharing information are located
__atuvc, __atuvs Created and read by AddThis JavaScript for sharing pages on social networks


Globalsign.com

Cookie name Purpose
__cfduid Used to override any security restrictions based on the IP address the visitor is coming from. It does not contain any user identification information.



2.2.4.2. Activating and deactivating cookies and other similar technologies

Newsletters and other communications may contain information to indicate if they have been opened and check if enclosed links have been clicked on, for statistical purposes. However, the customer can always cancel the newsletter and e-mail communications by selecting the option mentioned in the received communications.

Furthermore, the customer will be able to manage the use of cookies and other similar technologies in the browser's Help menu. Such as mentioned in the message on top of this page, access to the PROZIS online store depends on the use of cookies, meaning that deactivating them may condition website browsing.

For more information, please check the information made available in each browser or articles containing specific information on this subject (e.g. http://www.allaboutcookies.org).


2.2.4.3. Personalised communications for product promotion

Depending on whether the customer chooses the standard or the custom experience, PROZIS may or may not send e-mails, in the form of notifications or newsletters, through which it performs general or customer-oriented promotional campaigns. On both cases, said communications only happen after confirming the customer has expressly and unequivocally consented and that s/he has been informed of his or her right to cancel permissions granted for such purposes at any time. The customer can check permissions granted in the scope of personal data processing in the "Manage Permissions" tab of his or her account.

Personal data processing for personal communications is handled in strict compliance with the GDPR both by PROZIS employees and by third parties to which the abovementioned data is disclosed for purposes of performing services necessary for launching promotional campaigns.


2.2.4.4. Redirection

Some website hyperlinks will redirect the customer to PROZIS-partner external websites. By clicking on those hyperlinks, you will be leaving the PROZIS website. As it's not possible to control those websites, PROZIS will not be liable for any content made available there.

2.3. Processing Security

PROZIS uses one of the safest online order systems and is constantly improving its software so as to offer the best possible security to its customers. It uses a server certificate, also known as a digital certificate, to keep customers' identity safe, as well as SSL (Secure Sockets Layer) encryption of transmitted data.

2.4. Limitation of Purpose, Access and Retention

PROZIS commits to using its customers' and visitors' personal data for purposes strictly necessary to pursuing its activity, with limitations resulting from the scope of said activity or range of consent expressly given by data subjects. This means that data will not be conveyed to a third party without the knowledge and/or authorisation of data subjects in the cases where PROZIS is thus legally bound.

As such, PROZIS ensures that its employees only access said data as needed to perform a given action. Employees are identified and monitored according to functions and tasks assigned to them in the scope of their contractual relationship.


2.5. Data Subject Rights

2.5.1. Right to Information and Right of Access to Personal Data

Customers have the right to request information about stored personal data at any time regarding category, origin and recipient(s), data retention period, processing purposes, identification of the data controller, data protection officer and respective contacts.

Where requests from a data subject are manifestly unfounded or excessive, PROZIS may charge a fee of EUR 100/hour (one hundred euros) to process the request. This fee must be paid within 5 (five) working days after receiving payment instructions. The instructions shall be sent in writing to the e-mail address provided by the data subject and/or via SMS to the mobile phone number registered to your user account or specified in the relevant information request.


2.5.2. Right to rectification and erasure of personal data

To exercise his or her right to rectify data, the customer must send their request identifying the data to be modified and its new enunciation by e-mail to [email protected], or by registered letter sent to the data processing controller: ONSALESIT, S.A., Zona Franca Industrial, Plataforma 28, Pav. K, Mod. 6, Caniçal, 9200-047 Machico, Portugal. The same process must be followed if the customer wishes to exercise their right to erasure of personal data. In both cases, the customer will receive confirmation, via the same channel, that their request was answered as requested.

2.5.3. Right to object and withdrawal of prior consent

To strengthen the principle of transparency in the processing of personal data and customer communications, PROZIS allows the customer to modify the data processing permissions granted for each of the indicated purposes at any time. Through the opt-in and opt-out features made available for the activation and deactivation of granted permissions — the "Manage Permissions" tab of the customer’s personal account — the customer may modify or withdraw previous consents, namely those provided for the purpose of receiving advertising campaigns, newsletters and other individualised communications aimed at optimising the PROZIS-customer relationship or the custom experience.

As a way of guaranteeing the right to withdraw consent and to limit the processing time of personal data, PROZIS provides the customer with access to his or her permission management actions in the "Manage Permissions" tab of his or her personal area, under the option "Permission History".


2.6. Changes to Contact and Privacy Policy

2.6.1. Any changes made to this Data Protection and Privacy Policy shall be posted on the PROZIS website, and all previous versions shall be available here.

2.6.2. According to the RGPD, the retail company ONSALESIT, S.A., legal person number 506806693, with headquarters in Zona Franca Industrial, Plataforma 28, Pavilhão K, Modelo 6, Caniçal, 9200-047 Machico, Portugal, is the Personal Data Processing Controller.

2.6.3. Irregularities, non-compliances and any security restrictions to personal data processing must be immediately conveyed to PROZIS' Personal Data Processor by sending an e-mail to [email protected]


  Download Terms & Conditions




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