Article 7. Right of Withdrawal and Returns Policy
7.1 Right of withdrawal
In accordance with Decree-Law no. 24/2014, of February 14th, and Article 9 of Directive 2011/83/EU, the Customer has the right to withdraw from the sales contract, without needing to indicate any reason, within a period of 14 (fourteen) calendar days from the date of physical receipt of the purchased goods.
PluriBrands, within the scope of its commercial policy of trust in its customers and products, voluntarily extends this period to 30 (thirty) calendar days from the date of receipt. This extension does not alter the rule for allocating return costs, defined in point 7.4.
7.2 How to exercise the right — withdrawal function
PluriBrands provides an online withdrawal function, free of charge and easily accessible, available throughout the entire free withdrawal period. To exercise it, the Customer must:
- Access their Customer Area on the Platform and navigate to "My Orders";
- Select the "Return" option, choose the items to return, and indicate the reason;
- Choose between a refund via the original payment method or the issuance of a credit voucher (processed in a shorter timeframe);
- Confirm the request.
Alternatively, the Customer may communicate their decision through any unequivocal statement (e.g., via email to info@pluribrands.com), and may use the model withdrawal form provided by law, although this is not mandatory.
7.3 Proof of withdrawal
After submitting the withdrawal request, PluriBrands shall send the Customer, without undue delay and on a durable medium (via email), an acknowledgment of receipt of the withdrawal. This acknowledgment confirms the exercise of the right and the respective date, from which the return and refund deadlines begin to be counted.
7.4 Responsibility for return costs
Return shipping costs are the exclusive responsibility of the Customer in the following cases:
- Exercise of the right of withdrawal within the legal or voluntarily extended period;
- Purchase mistake, incorrect product selection, quantity, or variant;
- Change of preference or change of mind.
PluriBrands fully assumes the costs of collection and reshipment, at no cost to the Customer, when the cause is attributable to the company, namely:
- Manufacturing defect or lack of product conformity;
- Damage occurred during transport under its responsibility or that of the logistics operator it contracted;
- Shipping error (wrong product, incorrect quantity, or incomplete order due to warehouse failure).
In these cases, a prepaid return label will be issued and sent to the Customer at no charge.
7.5 Condition of the returned product
The returned product must be in its original condition: unused, with all labels and seals intact, packaged in the original or equivalent packaging, and accompanied by all included accessories and documentation.
PluriBrands reserves the right to refuse the return or to issue a partial refund if the products show clear signs of use, damage caused by the Customer, or absence of original components.
7.6 Exceptions to the right of withdrawal
Excluded from the right of withdrawal, for reasons of hygiene and food safety, are food products, dietary supplements, personal hygiene products, and other goods which, by their nature, cannot be returned after opening the packaging, in accordance with Article 17(1)(d) of Decree-Law no. 24/2014.
7.7 Refund period and processing
In the event of withdrawal, PluriBrands shall reimburse the Customer within a maximum period of 14 (fourteen) calendar days from the date it is informed of the decision to withdraw (confirmed by the receipt referred to in 7.3).
PluriBrands may withhold the refund until it has received the returned goods, or until the Customer provides proof of their shipment, whichever occurs first.
The refund is made using the same payment method used for the purchase, unless the Customer has expressly agreed otherwise (e.g., credit voucher), and without any costs to the Customer.
The reimbursed amount includes the price of the product. The original shipping costs are only reimbursed when the return is motivated by a manufacturing defect, transport damage, or a shipping error by PluriBrands. In cases of withdrawal, cancellation, or purchase error for which the Customer is responsible, the original shipping costs are not refunded and the return costs are borne by the Customer.
