1. Principles
For PluriBrands, Customer satisfaction is a non-negotiable commitment. This policy is designed to be simple, fair, and transparent, exceeding legal minimums whenever possible, in line with our "Virtuous Cycle" philosophy.
A shopping experience does not end at delivery, but when the Customer is genuinely satisfied. For us, every return is an opportunity to demonstrate our commitment to excellence.
2. Right of withdrawal — deadline
Under the terms of Decree-Law no. 24/2014, of February 14th (which transposed Directive 2011/83/EU), the Customer may terminate the contract, without indicating any reason, within a period of 14 (fourteen) calendar days from:
- The date of physical receipt of the goods by the Customer or a third party designated by them;
- The date of receipt of the last item, in orders with multiple items sent separately.
PluriBrands voluntarily extends this period to 30 (thirty) calendar days for all orders, without additional conditions.
3. How to return — step-by-step
Step 1 — Start the request
PluriBrands provides an online return function, free of charge and easily accessible, available throughout the entire withdrawal period. The Customer accesses the Customer Area → "My Orders" → selects the order → "Request Return", indicating the items, quantity, and (optionally) the reason.
Step 2 — Proof of withdrawal
At the moment of submission, the Customer automatically and without delay receives, by email, proof of the withdrawal with the respective date. This date marks the beginning of the return and refund deadlines. When the return is covered by PluriBrands (defect, shipping error, transport damage), the same email includes the prepaid return label. In other cases, the Customer organizes the shipment to the warehouse.
Step 3 — Pack and ship
Pack carefully, preferably in the original shipping box, including all components, accessories, manuals, and documentation. Affix the return label on the outside, covering any previous labels.
Step 4 — Receipt and inspection
Upon receipt at the warehouse, the quality control team inspects the items within a maximum of 48 business hours: condition of preservation, completeness, absence of damage caused by the Customer, and compliance with the request.
Step 5 — Resolution
The Customer is contacted by email with the result of the inspection and confirmation of the refund or alternative solution. Refund processing follows the deadlines in point 6.
4. Resolution options
- Full refund: To the original payment method, for the product value (and original shipping costs only when the return is attributable to PluriBrands — see point 5). Processing within 5 business days after validation; credit to the account depends on the bank (usually 3 to 10 days).
- Credit voucher: For the product value, valid for 24 months, usable on any purchase on the Platform. Issued within 24 hours after validation.
- Exchange for another product: Of equal or different value (with financial adjustment if applicable), subject to stock.
- Repair (legal warranty): In case of a defect within the warranty period, PluriBrands may choose repair as an alternative to replacement, if it is more advantageous for the Customer.
5. Return costs
PluriBrands fully bears the costs of collection and reshipment (prepaid label via email) when the cause is attributable to the company:
- Manufacturing defect or lack of conformity;
- Shipping error (wrong product, packaging damaged in transit).
The Customer bears the return shipping costs when:
- Exercising the right of withdrawal (without defect, within 30 days) using a carrier of their choice — or, alternatively, PluriBrands organizes the collection with a deduction of the cost from the refund;
- There was a purchase mistake, incorrect selection, or change of mind.
Outside the deadline (more than 30 days) or if the product is in poor condition: case-by-case analysis; PluriBrands reserves the right to refuse or offer a partial refund.
6. Refund deadline and method
In the event of withdrawal, the refund is made within a maximum of 14 (fourteen) calendar days from the date PluriBrands is informed of the withdrawal (confirmed by the receipt in Step 2).
PluriBrands may withhold the refund until the returned goods are received, or until the Customer provides proof of shipment, whichever occurs first.
The refund is made via the same payment method used in the purchase, unless agreed otherwise by the Customer (e.g., voucher), without costs to the Customer.
Original shipping costs are only refunded when the return is motivated by a defect, transport damage, or a shipping error by PluriBrands. In cases of withdrawal, cancellation, or a purchase error by the Customer, the original shipping costs are not refunded and return costs are borne by the Customer.
7. Products not eligible for return
Under Article 17(1)(d) of Decree-Law no. 24/2014, the following are excluded from the right of withdrawal:
- Food products, beverages, supplements, and perishables with hygiene/safety seals broken after delivery;
- Sealed goods which, for health or hygiene protection reasons, cannot be returned after being opened (e.g., powdered supplements, certain personal hygiene products);
- Goods made or personalized according to Customer specifications;
- Digital subscriptions or activated software licenses.
PluriBrands may, exceptionally and on a case-by-case basis, accept returns that are not normally eligible when special circumstances justify it.