Refund policy

Updated at 23:43, 29 November 2019.

Returns

According to the Portuguese law and European Union law the consumer has the right to return the product (cancel the contract) 14 days after receiving the product(s).

In order to make a return, the product must not have been used and must be in the same condition as the customer received it. The product must also be in the original packaging without having been used or with signs of use. Example: Opening the original packaging, opening the package where you followed the order.

To make the return, send us the receipt or proof of purchase.

Refunds

Our refund policy is 14 days. 14 days after the delivery of the purchased product, it is unfortunately not possible to request a refund, exchange or return.

Important: The value of the order will not be refunded if the customer has missed the deadline for picking up the product at the post office. Or that by other means you have abstained from picking up or being present to receive the order within the deadlines established by our carriers.

In certain cases, only partial refunds will be issued (when applicable):

  1. Any product that is not in its original condition, damaged or missing parts, not due to any error on our part.
  2. Any product that is returned more than 14 days after the delivery date.

Refunds (where applicable)

Once the product for return is received and verified, we will send an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed. We will automatically issue the credit to your credit card or payment method of purchase in a few days or account IBAN according to what is agreed between the parties.

The refund of a purchase at Bem&star Essencial will only be made after Bem&star Essencial has received the customer's product(s). Any order still in transit by courier to the customer will not be refunded until the customer, once the order is received, returns us the product(s).

What to do if you haven't received your refund? (where applicable)

  1. If you have not yet received your refund, first check your bank account again.
  2. Next, contact your credit card company, as it may take some time before the refund is released.
  3. Then contact your bank. There is usually a processing time before launching a refund.
  4. If you have already verified all these steps and have not yet received a refund, please contact us via email customercare@bemestaressencial.com.

Exchanges (where applicable)

We only exchange products that are defective or damaged. If you need to exchange it for the same product, send an email to customercare@bemestaressencial.com and send your product to:

Rua Angra do Heroísmo, 7 - 1 DTO
2605-711 Casal de Cambra / Sintra
LISBOA - PORTUGAL

Returns

To return the product, you must send it to:

Rua Angra do Heroísmo, 7 - 1 DTO
2605-711 Casal de Cambra / Sintra
LISBOA - PORTUGAL

The Customer is responsible for paying the shipping to return the product. We do not refund the shipping cost. Unless: The refund is due to our mistake (Example: Damaged product.)

If you are going to send us a product over 75€ in value, consider hiring a transport service with tracking or transport insurance.

Conflict Resolution

You can appeal our decision in accordance with the law. To do this, go to Entidade de Resolução Alternativa de Litígios de Consumo (RAL) with offices in:

Rua de Santa Marta, 43-E, 1ºC
1150-293 Lisboa - Portugal

Telephone: (+351) 213 177 660

Complaint Book

Bem Estar Essencial has available to you according to the Portuguese law, an Online Complaint Book option.

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