Ombytning og returnering
Såfremt en ordre returneres til Prozis af årsager som ikke kan tilskrives Prozis eller transportfirmaet, tilbagebetaler vi det fulde beløb, minus alle forsendelsesomkostninger.
Kunden kan vælge at tilbagebetales via den oprindelige betalingsmetode, eller gennem en tilbagebetalingskupon der kan anvendes ved en fremtidig ordre. Denne kupon er gyldig op til 12 måneder efter udstedelsen. Overskrides denne tidsfrist, forfalder retten til tilbagebetaling. I de tilfælde hvor betalingen af ordren blev foretaget via bankoverførsel, bedes kunden angive de respektive kontooplysninger.
Hvis transportservicen bærer ansvaret for den mislykkede levering og også er ansvarlig for at sikre returneringen af ordren, uanset betalingsmetode, skal kunden sende os en skriftlig klage der vil blive behandlet af transportservicen. Skyldes leveringsproblemet en ufuldstændig eller forkert leveringsadresse, vil vi bede kunden vedlægge et adressebevis til klagen (f.eks gas-, vand- eller elregningen).
Den løsning som Prozis vil præsentere kunden, afhænger af svaret fra transportservicen. I klagemål der vedrører transportservicen, kan kunden altså først få forelagt en løsning efter at transportservicen har meddelt os sin vurdering. Påtager transportservicen sig det fulde ansvar for returnering af pakken, og er alle de oprindeligt bestilte produkter stadig tilgængelige, vil vi foreslå kunden en erstatningsordre, uden ekstra omkostninger. Kunden kan i stedet vælge at modtage fuld tilbagebetaling for ordren. Hvis transportservicen ikke påtager sig ansvaret, kan vi ikke godkende klagen og dermed heller ikke tilbyde kunden hverken erstatningsordre eller fuld tilbagebetaling. Tilbagebetalingen vil i så tilfælde være underlagt de ovennævnte vilkår vedrørende returnering af ordrer af årsager der ikke kan tilregnes Prozis eller transportservicen.
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.