1 – Exchanges and Returns

1.1 – Right of Withdrawal

Under the terms of the law governing distance contracts, the Customer has 14 calendar days to cancel the contract without having to provide a reason.

The period begins on the day following the day on which the Customer, or a third party designated by the Customer other than the carrier, physically receives the products.

When items from the same order are delivered separately, the delivery period begins on the day after the last item is received.

1.2 – Notification of Return

To exercise the right of withdrawal, the Customer must notify DocNutry — Enigma Exímio, Lda., of their decision before the 14-day period expires, by sending a clear and unambiguous statement to the email address listed on the Contact page.

The communication must include:

a) Customer’s full name;

b) Order number;

c) Identification of the products you wish to return;

d) Date the order was received;

e) A statement indicating that you intend to exercise your right of free termination;

f) Photographs of the products and packaging, if there is any damage, defect, or error in the shipment.

The Customer may also use the standard withdrawal form provided by DocNutry, although its use is not mandatory.

1.3 – Return Policy

After notifying us of the decision, the Customer must return the products within 14 calendar days.

Products must be returned:

a) Showing no signs of use beyond what is strictly necessary to verify its nature, characteristics, and operation;

b) Complete and properly packaged;

c) In the original packaging, whenever possible;

d) With all accessories, promotional items, samples, and documentation received;

e) Accompanied by proof of purchase or the order number.

The Customer may be held liable for any depreciation of the products resulting from handling that goes beyond what is necessary to verify their nature, characteristics, and functionality.

1.4 – Products Excluded from the Right of Return

Without prejudice to the other cases provided for by law, the right of free termination does not apply:

a) Products manufactured according to the Customer’s specifications or that are clearly customized;

b) Products that are likely to spoil or quickly become past their expiration date;

c) Sealed products that, for health or hygiene reasons, cannot be returned once opened;

(d) Products that, after delivery, become inseparably mixed with other goods.

For health, safety, and hygiene reasons, DocNutry cannot accept returns of dietary supplements, food, cosmetics, hygiene products, or other similar items if their seal, protective covering, or tamper-evident packaging has been opened or removed.

This exclusion does not affect the Customer’s rights if the product received is damaged, does not conform to specifications, or does not match the product ordered.

1.5 – Return Costs

In cases where the Customer voluntarily decides to cancel the order, the direct costs of returning the products are the Customer’s responsibility.

DocNutry recommends using a shipping service that offers tracking. The Customer remains responsible for returned products until they are received by DocNutry.

When a return is due to an error on DocNutry’s part, the shipment of a product different from the one ordered, or a duly confirmed nonconformity, DocNutry will cover the costs of the return or pickup.

Products should not be sent cash on delivery without prior authorization from DocNutry.

1.6 – Refund

In the event of a valid exercise of the right of free termination, DocNutry will refund the payments made by the Customer, including the cost of the standard shipping method initially offered.

No reimbursement will be provided for additional costs resulting from the Customer’s choice of a delivery method that is more expensive than the standard method offered.

The refund will be issued via the same payment method used for the purchase, unless otherwise expressly agreed, within a maximum of 14 days from the date DocNutry is notified of the decision to cancel the contract.

DocNutry may withhold the refund until it receives the returned products or until the Customer provides proof of shipment, whichever comes first.

When a refund via the original payment method is not technically possible, the Customer may be asked to provide an IBAN for a bank transfer.

1.7 – Exchanges

Exchanges are subject to stock availability and prior confirmation from DocNutry.

The Customer must submit the request, specifying:

a) Name and order number;

b) Product you wish to exchange;

c) Product you wish to receive;

d) Reason for the exchange request.

If the exchange is requested at the Customer’s request, the Customer is responsible for the return and reshipment costs.

If there is a price difference between the products, the Customer must pay the additional amount or will receive a refund for the difference, as applicable.

Alternatively, the Customer may return the product in accordance with the terms of this policy and place a new order.

1.8 – Damaged, incorrect, or nonconforming products

The Customer must check the external condition of the package at the time of delivery.

If the package shows visible damage, you should, whenever possible, note this on the delivery receipt and take a photo of the package before opening it.

If you receive a product that is damaged, incorrect, incomplete, or non-compliant, please contact DocNutry as soon as possible, providing your order number and sending photos that will allow us to assess the situation.

Once the issue has been confirmed, DocNutry will provide an appropriate solution in accordance with applicable law and may proceed with a replacement, a proportional price reduction, termination of the contract, or a refund, as applicable.

1.9 – Return Address

Returns that have been previously reported must be sent to:

DocNutry — Enigma Exímio, Lda.
Rua Direita, No. 17, Reguengo
2070-505 Valada, Cartaxo
Portugal
Tax ID/Corporate Tax ID: 518 738 620

Providing this address does not exempt you from contacting DocNutry in advance to confirm the return procedure.