Terms & Conditions
The access and use of this website, including the offered products and services, are subject to the following conditions.
When using the site, the client agrees to its conditions of use, which may suffer alterations over time. It is recommended to visit this page regularly to stay up to date regarding any alterations that may possibly come to pass.
Website access is allowed on a temporary basis, and we reserve the right to withdraw or change services without prior notice. We do not accept any responsibility if, for whatever reason, the site is unavailable for a certain period of time. In some cases, we may limit access to certain areas within the site.
PROZIS does not accept responsibility for any damage or loss as a consequence of the use of any information on this site.
Some of the hyperlinks on this site redirect the client to external sites that are partners of PROZIS. By clicking these links, the client leaves the PROZIS website. As we have no control over these third party websites, we cannot accept any responsibility for the material presented there.
To be able to place an order, the client will have to be at least 18 years of age, and is obliged to provide authentic information that makes it possible for the order in question to be processed successfully.
PROZIS is responsible for and committed to ensure the security of our website and the personal data of our clients and visitors.
What client information is kept by Prozis?
PROZIS collects the client's name, telephone number, postal address, email address and age, for use in marketing campaigns, prize draws and newsletters. When a purchase is made via our website, we also collect further information regarding the delivery address and payment details.
We may also gather other information about the client's personal experience on our website, in order to help us to improve our service.
What is client data used for?
Client data allows our employees to process the placed orders, to contact the client in case of any important operational changes on the website, to carry out surveys, and to obtain information for statistical purposes.
Periodically, we may also send the client information by e-mail regarding products and services, campaigns, promotions and special offers. In case the client does not wish to be contacted for these purposes, the newsletter subscription can be cancelled from the client's personal account.
PROZIS pledges to protect client data, which is never to be forwarded to any third parties.
Regarding the processing of the client's order, the possibility exists that client data, such as address and postal code, is passed on to third parties with the objective of fraud prevention and detection.
What are Cookies and for what are they used?
A cookie is a small data file that is sent to the client's computer and kept on its hard disk.
When an account is created on our website, a cookie is created on the client's computer that will permit automatic authentication whenever the client visits our site.
|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.|
|_sl||Cookie to save current store and language.|
|_rm||This cookie is created when you select option "remember me" on login. No personal information, like username or password, is stored here. It's deleted when you explicitly logout from your account.|
|_gvawy||Cookie to display/hide popups about "giveaways/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/hide "sticky top bar".|
|selected_elem||Cookie to save data about actions that requires login (trigger 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
|_ga||Used to distinguish users.|
|_gat||Used to throttle request rate.|
|__utmc||Not used. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit.|
|SID, LOGIN_INFO, PREF, SSID, HSID, VISITOR_INFO1_LIVE||These cookies are used by Youtube to store user preferences and some contain enough information to be tracking.|
|uid||Uniquely assigned machine-generated user ID|
|di/dt||Maintenance cookies that help manage expiration for other cookies|
|bt||User interest modeling|
|uvc||Measures how often we see an AddThis user|
|ssc/psc/uvc||These cookies are used in recording user sharing and social activity|
|loc||Geolocation, used to help publishers know approximately where people sharing information are located|
|__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.|
Updating client information
If the client wishes to verify the data submitted to PROZIS, this can be done by accessing his/her personal account.
At all times, client login information is to be stored in a safe place. The client will be held responsible for all orders and activity forthcoming from his/her account.
We do not recommend saving the password in the browser, where it and other personal information can be accessed by others with access to the same computer.
PROZIS uses one of the safest online ordering systems in existence, and makes a constant effort to improve its software in order to be able to offer the highest possible security level to its clients.
We use a server certificate, also known as a digital certificate, that guarantees our identity, as well as SSL (Secure Sockets Layer) encryption of transmitted data.
INTELLECTUAL PROPERTY AND CONTENTS
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 rights are reserved to PROZIS and its suppliers.
The contents of this website may be stored, printed or otherwise presented for your personal use only.
Publication, manipulation, distribution, or reproduction, in any format, of any content contained in this website, is forbidden, as is its linking to any business or company.
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 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.
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 14:00 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.
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.
DELIVERY DEADLINESEMS INT
Transit time depends on the country of destination. Please check the list below to see the transit time to the corresponding country.
|COUNTRY||CAPITAL AND OTHER LOCATIONS||DELIVERY TIME
|Angola||Luanda and other locations||2 to 4|
|Argentina||Buenos Aires and other locations||2 to 4|
Sydney and other locations
|5 to 6
3 to 10
|Bolivia||La Paz and other locations||2 to 5|
|Brazil||Brasilia and other locations||3 to 5|
|Cape Verde||Praia and other locations||2 to 5|
|Cameroon||Yaoundé and other locations||3 to 4|
|Canada||Montreal, Toronto and other locations||2 to 10|
|Chile||Santiago de Chile and other locations||2 to 6|
|China||Beijing and other locations||3 to 6|
|Croatia||Zagreb and other locations||2 to 4|
|Colombia||Bogotá and other locations||6 to 13|
|Cyprus||Nicosia and other locations||2 to 4|
|East Timor||Dili and other locations||7|
|Egypt||Cairo and other locations||2 to 4|
|French Guiana||Cayenne and other locations||6|
|Guadeloupe||Basse-Terre and other locations||4|
|Hong Kong||All locations||2 to 3|
|India||New Delhi and other locations||2 to 5|
|Jamaica||Kingston and other locations||4|
|Japan||Tokyo and other locations||2 to 8|
|Lebanon||Beirut and other locations||3 to 4|
|Macau||Macau||2 to 3|
|Malaysia||Kuala Lumpur and other locations||2 to 7|
|Martinique||Fort-de-France and other locations||4 to 5|
|Mexico||Mexico City and other locations||4 to 6|
|Morocco||Rabat and other locations||2 to 6|
|Mozambique||Maputo and other locations||2 to 5|
|New Zealand||Wellington and other locations||3 to 5|
|Nigeria||Abuja and other locations||2 to 5|
|Panama||Panama City and other locations||2 to 8|
|Paraguay||Asunción and other locations||2 to 6|
|Peru||Lima and other locations||2 to 4|
|Puerto Rico||San Juan and other locations||3 to 6|
|Reunion and Mayotte Islands||Mamoudzou and other locations||5|
|Russia||Moscow and other locations||3 to 8|
|Senegal||Dakar and other locations||2 to 9|
|South Africa||Johannesburg and other locations||2 to 3|
|Switzerland||Bern and other locations||2|
|Taiwan||Taipei and other locations||2 to 4|
|Thailand||Bangkok and other locations||2 to 4|
|Tunisia||Tunis and other locations||2 to 3|
|UAE||Dubai and other locations||2 to 4|
|Uruguay||Montevideo and other locations||2 to 6|
|USA||Washington and other locations||2 to 4|
|Venezuela||Caracas and other locations||2 to 4|
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 are automatically calculated by our system, depending on the following factors:
- the actual or volumetric weight of the parcel (whichever the highest);
- 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.
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 to the designated address within the stated time limits and in accordance with our terms and conditions. No further payments or information will be requested besides those dealt with during the ordering procedure.
Honesty, quality, and transparency during the whole procedure are our main commitment the client, and we will do everything within our power to maintain our standards.
The products for sale on our website are made up of substances (as shown in presented formulas) that are legal at the moment of leaving our warehouse, although they may not be legal in the destination country chosen for delivery.
In fact, in several countries, there are territorial restrictions regarding certain substances (or formulas containing these substances) and it is the client's obligation to verify this with the competent authorities before confirming his/her order through our website.
Therefore, Prozis will not accept responsibility for any product that has been ordered by the client and subsequently subjected to any form of legal or tax procedure, restriction or confiscation by customs authorities in the destination country.
Prozis cannot at all times have full knowledge of the customs laws and regulations in force in different countries all over the world due to the ever changing nature of these laws and regulations. Therefore, our delivery guarantee does not cover issues that may arise from this fact and that are beyond our will and our capacity for action. Any request for payment of additional fees, documentation or the confiscation of the order will thus never be our responsibility, nor made through our own initiative.
In general, orders subjected to customs checks (which are usually only a small percentage of the total amount of orders) result in the following three distinct situations:
- Total legality of the product and its importation into the destination territory, without the need to pay additional fees or present further documentation.
The product is delivered to the customer in accordance with our terms and conditions, without any additional requests or costs.
- Importing the product is legal, but subjected to customs fees or the need to present documents such as a medical prescription.
The addressee is contacted by customs and given a deadline before which additional documentation is to be presented or additional fees are to be paid. If these requirements are not met within the set time limit, in most cases the order is returned to Prozis.
- Illegality of the product in the destination territory.
In this case, depending on the country in question, the product is either returned to Prozis or confiscated and destroyed by customs authorities.
If for any of the above reasons the order is returned to us, all delivery and return costs are to be covered by the client. These costs are to be deducted from the reimbursement (when applicable).
In certain countries, in case delivery does not prove possible due to reasons beyond the control of Prozis or the transport service, (e.g. an incorrect or incomplete address), the order may be destroyed by the transport service, meaning that no reimbursement is applicable.
Once a returned order arrives at our premises, it is inspected in order to determine if the products have been tampered with or damaged during transit. The customer is then contacted via our Helpdesk with the relevant reimbursement information. The reimbursement will correspond to the total order value minus all transport costs, a 10% product restocking fee, and all return fees that may have been charged by customs authorities. If any of the products have been tampered with or damaged, the costs of these products are also deducted from the amount to be refunded.
No refund is given for any order returned after 6 (six) months from the dispatch date, regardless of who is responsible for the return (the customer or the customs authorities).
Unfortunately, if an order is confiscated or lost at customs and it is not returned to us, we will not be able to give a refund. In these unfortunate circumstances, we offer our apologies and hope that more accurate information regarding the customs restrictions in the destination country can be obtained.
We believe that customers will understand that we cannot refund orders that are confiscated, lost or destroyed at customs, and that this will not affect the image of excellence that we trust the customer has of Prozis, taking into account our excellent level of services and the general satisfaction of our customers worldwide.
Our commitment and our main aim are to get the products ordered by customers to their destination, without extra costs, and within the previously stated time limits and conditions. However, we are aware that our effort to live up to the expectations of our clients may at times be conditioned by circumstances beyond our control.
We accept orders from our clients, trusting that at the time of placing the order, clients are duly informed regarding what can be imported into the destination country, and that they understand and accept all conditions and information in this statement.
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.
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:
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.