Returns & Exchanges


In addition to the conditions specifically provided for in the preceding paragraph, the customer should also consider the fact that, if the product to be returned has been purchased as part of a promotional campaign and, therefore, has benefited from a product-offer, both those items should be returned. For that reason, all the products must comply with the conditions of return abovementioned, otherwise the return will not be accepted, in which case the customer will bear the costs of re-shipment (or possible disposal) and as such will not be entitled to reimbursement of any amount.

As per the products set in packs, it will only be accepted the return of the full packs. If a product that belongs to a pack is to be returned, all the products belonging to the same pack must be returned. All products must comply with the abovementioned conditions of return.

The item (s) should be sent to the following address:

PROZIS – Centro Logístico

Rua do Cais n.º 198, Fontarcada, 4830-345 Póvoa de Lanhoso, Portugal

Incomplete, damaged or scratched products, products without their original packaging and/or label, or products with evidence of use, will not be accepted. It will not be accepted, as well: the return of product-offers or of products that have been obtained via the conversion of ProzisPoints; the return of products with a shelf-life less than one month; underwear, swimwear, personal care products as well as other articles the use of which implies or comes into direct contact with the skin will not be accepted either. Due to their nature, the return of Prozis Gift Cards, of Cartões-Presente and of frozen or highly perishable products will not be accepted either. Thus, PROZIS reserves the right to evaluate the condition of the packaging of the products, deciding whether or not to accept the return of the items if it is found that the respective packaging is not intact.

The non-acceptance of an order containing frozen products, as well as its non-delivery due to reasons not attributable to Prozis nor to the carrier, will determine the loss of the right to the reimbursement of the price paid for the frozen products and related costs, namely shipping costs and the cost of the packaging.

Remark: the lack of any of the requirements deemed necessary to put back the product in stock for sale, namely the respective instruction manual, in its original condition, shall entail the immediate classification of the product as incomplete and, consequently non-returnable.

Every single product to be returned shall, for that reason, be shipped in accordance to the abovementioned conditions, this meaning that the carrier's label shall be attached to the original transport packaging box or to an alternative box chosen by the customer but which may ensure the proper conditions of the product. If this should be the case, the alternative box will be destroyed as soon as the product is confirmed as intact and complete.
If any of the previous conditions are not met, the customer will lose the right to be refunded and will have 10 days to collect the item (s) at the said facilities, at their own expenses. The collection must be made by a carrier appointed by the customer as the collection by natural persons, not even by the customer, is not permitted.


As a principle, direct exchanges of products are not allowed, so, in order to obtain the intended product(s), the customer shall return the item (s), request a refund and make a new purchase (by placing a new order). The entire return procedure is properly described above, in the Returns section, to which reference is made for the purpose of determining the conditions applicable to the acceptance of the products to be exchanged.

Warning: PROZIS reserves the right to accept the return of clothing products for future exchange if the customer, at their own expense, makes the respective return to the warehouse identified above and the product is received in the best terms described in the Returns section, particularly with regard to its state of preservation. Should the product be considered suitable for re-entry into stock, an offer coupon will be issued for the same product to be applied to a future order, and the conditions for using this coupon set out in the Coupons tab will apply. If the returned product does not fulfil the conditions described above, the customer will be sent a message that the return has not been accepted, indicating the period of time available to collect the product originally sent from the warehouse.

Refund Methods

Exception made for situations of return under the right of withdrawal from the contract, PROZIS will endeavor to reimburse the customer promptly although having, to that end, a period of 15 days from the receipt, in the warehouse above indicated, of the returned order.

If payment has been made by credit card, the refund will be made to the credit card itself and will predictably be reflected on the following bank statement.

Should the payment have been made by one of the remaining payment methods available at the time of the purchase, whenever the refund may not be made by the same original payment method, the customer shall be required to provide the details of the bank account to which the amount to be refunded shall be transferred.

However, the customer may choose to be refunded through a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from its creation date. After that date, no refund will be possible

Remark: Some providers of the payment methods may not allow refunds to be made via the original method once some months have passed. On such cases, customer shall be required to indicate a national bank account to which the refund shall be made. For that purpose, the customer should provide a bank statement on which the IBAN, the SWIFT code, the name of the bank, as well as the holder of such account shall be clearly identified. PROZIS reserves the right to not proceed with such refunds until the customer meets the necessary requirements for the confirmation of the ownership of the account.

Returning Costs

Upon notification for that purpose and the confirmation that an error on the shipped items has occurred or that defective products have been sent to customer, PROZIS will bear the returning costs of the said items via the collection of the same on the delivery address. In order to arrange so and for any required clarification, the Customer Service will contact the customer.