Returns & Exchanges
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.
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.
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:
Rua do Cais n. 198, Fontarcada
4830-345 Póvoa de Lanhoso
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.
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.
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.