Terms and Conditions

When using the website www.docnutry.com, you are agreeing to these Terms and Conditions.

Enigma Exímio Lda may review, update and change these Terms and Conditions at any time. Their use, whether occasional or continued, will mean that you agree to all changes introduced.

Enigma Exímio Lda reserves the right to cancel, in appropriate circumstances, all customer accounts that violate these Terms and Conditions.

1. Contacts and Customer Support

Enigma Exímio Lda

For additional information, you can contact Docnutry via email info@docnutry.com If you prefer, you can do so by phone, on weekdays from Monday to Friday, from 9:00 am to 6:00 pm, on +351 936958668

2. Commercial Policy

2.1. The photographs presented on the website are merely illustrative, so you should always consult the product description for more information about the respective characteristics of the items you wish to purchase. The photographs of the colours/tones are merely indicative, as they may vary depending on the computer screen used to view them. Docnutry declines any responsibility for any color variations that may arise. If in doubt, contact Docnutry before making the purchase. 

2.2. Prices, specifications and product descriptions are subject to constant updates. Despite the extreme attention of Docnutry In order to keep all information up to date, some products may have an incorrect price, so we will check the prices whenever we process orders. If the price of the product is lower than the advertised price, we will refund the difference. If the price is higher, we will inform the “Buyer” by email and await their decision to accept the new proposal or cancel the order.

2.3. For proof of offer, discount or internal control of Docnutry, products may be shipped without barcodes and/or CNP. If you do not wish to remove these elements, you must contact Docnutry before making the purchase. 

2.4. Validation of the order request assumes that the “Buyer” is aware of and accepts the General Terms and Conditions of Sale of the website www.docnutry.com

3. Obligations of Customers and Users

3.1. Any visitor to the website www.docnutry.com undertakes to comply with and respect these general conditions, in particular by observing the following obligations:
– Save, and do not disclose, your website login password in order to prevent third parties from accessing your account and personal data;
– Do not use false identities;
– Provide your personal data and correct addresses so that Docnutry can properly process orders;

3.2. The “Buyer” is solely responsible for the veracity of the personal data communicated to Docnutry and undertakes to immediately enter and inform any changes through your Registration Account at www.docnutry.com

3.3. The Docnutry is exempt from any liability for any delay or impossibility of processing the order due to an error or insufficiency of the data communicated by the “Final Consumer”, particularly at the time of delivery.

4. Placing an order

4.1 Medicines

4.1.1. To place an order, the “Buyer” must have a valid and frequently used email account and must register as a Customer by filling in the form available online. 

4.2 Other Products

4.2.1. To place an order, the “Buyer” must have a valid and frequently used email account and must register as a Customer by filling in the form available online. Once registered, simply add all the products that the “Buyer” wishes to purchase to the virtual shopping basket, following all the purchase steps so that the purchase is completed successfully.

4.2.2. As soon as you complete your purchase, you will receive an automatic email confirming the transaction. We suggest that you print or download a copy of this for future reference. If the data is incorrect, you may immediately request that it be changed or even the purchase made be cancelled.

4.2.3. In case of non-confirmation of payment or non-compliance with these General Terms and Conditions of Sale, Docnutry reserves the right not to accept your order, or to cancel it in whole or in part, even after automatic confirmation.

5. Product availability

5.1. Docnutry only processes the order placed by a customer after confirmation of the respective payment.

5.2. Information on product availability refers to the moment the customer makes the purchase. Only after payment confirmation is the final validation of stock availability made. It is therefore advisable that payment is made immediately after placing the order.

5.3. The satisfaction of all orders placed on the website is subject to the availability of the products. Docnutry reserves the right not to accept any orders or cancel orders already confirmed for products that are no longer in stock. In the event of product unavailability and/or stock shortage, Docnutry will immediately inform the “Buyer” of the partial or total cancellation of their order, and the buyer is entitled to a refund of the respective amount paid.

5.4. Whenever possible, the order will be sent in a single shipment. However, the Docnutry reserves the right to split the order if it foresees a delay in the delivery of any of its items or in the event of their obvious unavailability. The buyer will always be informed of this circumstance via email and may object within 24 hours. Each partial delivery will constitute an individual order.

6. Confirmation or cancellation of orders

6.1. Docnutry will cancel orders when the customer does not make payment within the stipulated period, when the order is incomplete or incorrect, or when the products ordered are no longer available. In any of the aforementioned cases, Docnutry will inform the “Buyer” via email that the sales contract has not been concluded and that Docnutry has not proceeded with the sale, specifying the reasons for this.

6.1.1. If an order has been placed, and payment made, for products that have since become unavailable, Docnutry will refund the amount paid for the unavailable items.

6.1.2. Docnutry reserves the right to refuse any order, regardless of the reason and is exempt from liability for any damages or costs, and reserves the right to cancel any purchase even if it has already been accepted or confirmed by Docnutry, particularly in the following situations:

– The information contained in the customer file is not correct or verifiable;
– The purchase requires a medical or veterinary prescription and the customer does not present it;
– Payment for the order is not made within 3 working days after placing the order;
– When it is not possible to deliver the order to the address provided by the “Buyer”;
– If it is found that there was an error in the presentation of the price of the product(s)
– When the quantities purchased exceed five (5) products of the same reference per purchase and/or when the same buyer makes a series of purchases that do not correspond to a normal order for an end consumer.

6.2. Before shipping, the “Buyer” may cancel the order for products. If the “Buyer” places an order and wishes to cancel it, he/she must first check the status of the order through the “Order History” menu. If the order status does not mention “Shipped”, then there may still be a possibility of it being cancelled. To do so, the “Buyer” must contact Docnutry by email or telephone and request the cancellation of his/her order. The cancellation will only be effective after confirmation by Docnutry.

6.2.1. If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed. 

6.2.2. If the cancellation request is not possible because the order has already been shipped, the products will be sent to the “Buyer” who, if he/she maintains his/her intention, must exercise his/her right to freely terminate the contract.

6.2.2.1 For reasons of health protection, hygiene, susceptibility to deterioration and impossibility of return, medicines, dietary supplements, food, equipment and articles for personal use, medical devices and dermocosmetic products are exceptions to the right of free withdrawal.

6.2.3. Whenever there is a cancellation of orders, at the request of the “Buyer”, paid by credit card, MB Way or Multibanco reference, the amount to be refunded will be discounted by the usage fee supported by Docnutry (MBway: commission of 0.7% on the purchase amount plus a fixed fee of €0.07; Multibanco Reference: commission of 1.5% on the purchase amount plus a fixed fee of €0.22; Credit Card: commission of 2.4% on the purchase amount plus a fixed fee of €0.24; VAT at the legal rate in force will be added to these amounts).

6.2.4. Whenever an order is cancelled at the request of the “Buyer”, the refund will be made using the same payment method used for the original order (except for orders paid by Multibanco reference, in which case the refund will be processed via bank transfer). The bank charges associated with the refund will be borne by the “Buyer”. In other words, the buyer will receive the amount paid minus the costs involved in the transfer.

7. Payment Conditions and Security Guarantees

7.1 The available payment methods are presented at www.Docnutry.com

7.2. You can pay for your products by:

– Bank transfer, to IBAN PT50 0045 5150 40402888036 20;

- Credit card;

– Multibanco reference;

– MB Way.

7.3. In the case of payment by bank transfer, you must always indicate the reference of your order. Docnutry is not responsible for any delay due to difficulty in validating the payment due to the lack of this information. In cases where it is not possible to indicate the reference (e.g. transfer made via ATM) please contact Docnutry indicating the name of the account holder from which you made the payment.

7.4. We will only start processing the order after we have received payment. If payment for the order is not made within 3 working days after placing the order, the order will be cancelled.

8. Prices

8.1. The prices of the products displayed on the website include Value Added Tax (VAT).

8.2. Shipping costs will be borne by the customer and are at the values indicated at the time of ordering.

8.3. All prices are listed in Euros and any change in the country of delivery of the order may affect the prices, due to shipping costs.

10. Shipping Cost

10.1. Other Products

10.1.1. Shipping costs associated with your order will be invoiced based on the weight of the order.

11. Preparation and Delivery of Orders

11.1. Unless otherwise agreed between the parties, Docnutry will fulfill the order within a maximum period of 30 days, counting from the day following the effective payment of the order.

11.1.1. In international shipments, the time related to carrier procedures caused by an event, act or omission beyond their reasonable control and customs procedures that may be applied in the country of destination is excluded.

11.1.2. In national shipments, the time related to carrier procedures caused by an event, act or omission beyond their reasonable control is excluded.

11.2. After your order has been registered and payment has been confirmed, the order enters the preparation phase. This phase takes on average 3 to 5 working days, and all the products in your order are available. If you need the products ordered for a specific date, you should always contact Docnutry to check if this is possible. 

11.3. Once the preparation phase is complete, Docnutry will proceed with the shipment, observing the following average delivery times:

– In mainland Portugal, between 1 and 5 working days.
– In the Madeira and Azores Archipelago, between 5 and 10 working days,
– In the European Union (except Portugal), between 5 and 10 working days.
– Rest of the World, approximately 12 business days (does not include time due to customs procedures and/or other logistical procedures in destination countries).

11.3.1. Docnutry only ships orders on business days. The estimated shipping time varies depending on the carrier and the destination of your order. Any delay in shipping items, compared to the estimated dates presented, does not give rise to the right to compensation. If the order is not received by the “Buyer” after the average delivery times mentioned above, the “Buyer” must contact us by email or telephone so that we can find out the reason for the delay. 

11.3.1.1. If it is not possible to immediately identify the reason for the delay, an investigation process will be opened with the respective carrier. The maximum response time is 30 days for national shipments and 60 days for international shipments. Only after the investigation process has been completed, and it is concluded that the order was not delivered for reasons beyond the customer's control, will a new shipment or refund be made.

11.3.2. Docnutry shall not be liable for any failure to comply, or delay in complying, with any shipping obligation caused by an event, act or omission beyond its reasonable control.

11.3.3. For orders sent outside Portugal, Docnutry is completely unaware of the customs procedures that may be applied in the destination country. These procedures may lead to considerable delays in the delivery of orders; it is the Customer's responsibility to check the import conditions with the local authorities.

11.4. Heavy childcare orders (strollers, car seats, carrycots, chairs, cribs, etc.) may take around 14 working days to be delivered.

11.5. Orders are considered to be delivered to the consumer when the consumer or a third party indicated by the consumer, other than the carrier, acquires physical possession of the goods.

11.6. When Docnutry sends the goods to the consumer, the risk of loss or damage to the goods transfers to the consumer when the consumer or a third party indicated by the consumer, other than the carrier, acquires physical possession of the goods. 

11.7. At the time of delivery, the “Buyer” must inspect the packaging and the products sent in order to check for any damage, following the following procedures:

1. Inspect the package. If you notice any signs of the package being damaged (dented, open, torn, etc.), you must refuse it and specifically record these defects on the courier or postman's delivery document. Once the package has been delivered and/or opened, it cannot be refused, as the postman and/or courier will not accept it. Docnutry will refund the amounts paid for the package and shipping as soon as it receives and completes the return process at its headquarters.
2. If the packaging is intact, accept the order, but check the contents. If you notice any damage (product broken, dented, wet, leaking, etc.), specifically record these anomalies on the courier or postman's delivery document, specifying which products are damaged. Docnutry will refund the amounts paid for the damaged products as soon as it receives the information from the carrier at its headquarters and completes the return process.

If you receive a damaged volume/product and do not carry out these procedures, Docnutry will not be responsible for damage to the item(s) ordered.

11.8. If the order is not delivered to the “Buyer”, for reasons beyond Docnutry’s control (e.g. incorrect address, absence of the recipient, failure to collect the order in good time at the CTT post office or other collection point, etc.), the order will be returned to Docnutry’s facilities where it will be available for collection. Reshipment to mainland Portugal will cost €4.95 for orders up to 10kg, for orders over 10kg and for other destinations the cost will be calculated on a case-by-case basis. 

11.8.1. Orders that are in the “Available for Collection” status on Docnutry, if not collected within 3 months, will be destroyed.

11.9. If the “Buyer” provides an incorrect or incomplete delivery address, is absent, fails to collect or refuses to accept delivery of all or part of his/her order, he/she will be responsible for the deterioration of the products, shipping costs, costs of returning the product to our facilities and payment fees incurred by Docnutry. These amounts will be deducted from the refund of the order. 

11.9.1 Shipping costs, supported by Docnutry, to mainland Portugal for orders up to 10kg is €4.95, for orders over 10kg and for other destinations the amount will be indicated on a case-by-case basis. These amounts will be deducted from the order refund.

11.9.2 The return costs, borne by Docnutry, for mainland Portugal for orders up to 10kg is €4.95, for orders over 10kg and for other destinations the amount will be indicated on a case-by-case basis. These amounts will be deducted from the order refund.

11.9.3 For payments made by credit card, MB Way and Multibanco reference, Docnutry charges a variable usage fee depending on the total value of the order (MBway: commission of 0.7% on the purchase value plus a fixed fee of €0.07; Multibanco Reference: commission of 1.5% on the purchase value plus a fixed fee of €0.22; Credit Card: commission of 2.4% on the purchase value plus a fixed fee of €0.24; VAT at the current rate is added to these amounts). These amounts will be deducted from the order refund.

11.9.4. For reasons of health protection, susceptibility to deterioration and impossibility of reshipment, medicines, dietary supplements, food, medical devices and dermocosmetic products that are part of the order are not refundable.

11.10. In international shipments, if the order is not delivered to the “Buyer”, for reasons beyond Docnutry’s control (e.g. wrong address, absence of recipient, failure to collect the order in good time at the collection point), all costs relating to the return will be the responsibility of the Buyer. If the order is not returned to Docnutry, there will be no refund of the amount paid.

11.11. In international shipments, Docnutry will not be responsible if the order is lost, misplaced, damaged or delayed as a result of an insufficient or incorrect address, act or omission of any Customs, customs, judicial, police or tax entity, airlines, airports or other official authorities of the destination country. 

11.12. In the event of receiving exchanged products by mistake from Docnutry, the “Buyer” must notify us within 14 days from the date of receipt of the same, and the products must be intact, complete and in their original packaging. The buyer must send an email (info@Docnutry.com) informing the order reference, the description of the error and whether he/she wishes to receive a refund of the amount paid or whether he/she is still interested in receiving the product ordered. 

11.12.1. If the “Buyer” remains interested in receiving the ordered product, it will be sent after we receive the collected product.

11.12.2. The costs of returning or collecting products due to a shipping error will be borne by Docnutry. The “Buyer” will be contacted to schedule collection. If the “Buyer” refuses to deliver the items to the carrier or is absent at the time of collection, it is the “Buyer”’s responsibility to bear the cost of returning the goods.

12. Right to free resolution

12.1. The “Buyer” has the right to freely terminate the contract within 14 calendar days, without needing to state any reason. 

12.2. The period for exercising the right of free resolution expires 14 days from the day following the day on which the “Buyer” or a third party indicated by him/her, other than the carrier, acquires physical possession of the goods. 

12.3. In order to exercise the right of free resolution, the “Buyer” must communicate to Docnutry his/her decision to terminate the contract by means of an unequivocal statement sent by letter (Rua Direita Nº17 – 2070-505 Reguengo), email (info@Docnutry.com) or by filling in the Free Resolution Form.

12.4. In order for the free resolution period to be respected, it is sufficient that the communication regarding the exercise of the right of free resolution is sent before the end of the resolution period. 

12.5. In the event of termination of the contract, all payments made, including delivery costs (with the exception of additional costs resulting from the choice of a shipping method other than the least expensive standard shipping method offered by us), will be reimbursed without undue delay and in any case no later than 14 days from the day on which we are informed of the decision to terminate the contract.

12.6. Docnutry will withhold the refund until it has received the returned goods, or until the “Buyer” presents proof of sending and receiving the goods, whichever occurs first.

12.7. You must return the goods to Docnutry without undue delay and no later than 14 calendar days from the day on which you inform us of your free termination of the contract. The deadline is deemed to have been met if you return the goods before the end of the 14-day period.

12.8. The “Buyer” is responsible for bearing the cost of returning the goods.

12.9. The “Buyer” may be held liable for the depreciation of the good, if the handling carried out to inspect the nature, characteristics and functioning of the good exceeds the handling that is normally permitted in a commercial establishment. 

12.10. For reasons of health protection, hygiene, susceptibility to deterioration and impossibility of return, medicines, medical devices, dietary supplements, food, equipment and personal items, as well as hygiene and dermocosmetic products are exceptions to the right of free resolution, therefore the return of this type of items will not be accepted.

12.11. The “Buyer” must keep the goods in such a way that they can be returned in the correct conditions of use. The return of the items must be made in the original packaging, with the respective price tags and protection intact and without any trace of use, attaching the invoice and all offers sent.

13. Product Warranty

13.1. In the event of a lack of conformity of the goods, and in accordance with current legislation, the consumer has the right:

a) to restore conformity, through repair or replacement of the asset;

b) a proportional reduction in the price; or

c) termination of the contract.

13.2. To exercise their rights, the consumer must report the lack of conformity to Docnutry by letter (Rua Direita Nº 17 – Reguengo 2070-505 Valada) or email (info@docnutry.com).

13.3. In the case of movable property, it must be delivered to Docnutry's facilities, or another location indicated by Docnutry, namely the manufacturer's facilities or technical assistance center, for analysis of the lack of conformity detected. Shipping costs will be borne by the Buyer and will be refunded if the lack of conformity is confirmed.

14. Validity of promotions or commercial campaigns

14.1. Promotional offers or commercial campaigns advertised in the online store are valid only for the time they are displayed on the website and in accordance with the established conditions, unless otherwise communicated on the website.

14.2. In the event of returning or exchanging items purchased as part of commercial campaigns or promotions, you will only be credited or given the amount you actually spent on the purchase of the product you wish to return or exchange.

14.3. As proof of offer or discount, products included in any campaign are shipped without a barcode.

15. Responsibility

15.1. Docnutry shall not be liable for any damages suffered by third parties resulting from the use of any of our products. Docnutry shall not be liable for any damages suffered by the “Buyer” as a result of improper use of our products.

15.2. All products sold by Docnutry comply with Portuguese and Community legislation.

15.3. Docnutry declines any responsibility in the event of violation of the legislation of the country where the order is delivered. It is the Customer's responsibility to check with the local authorities the conditions for importing or using the products they wish to order. 

15.4. Docnutry is not responsible for customs costs / customs fees that may be applied in the destination country.

15.5. Docnutry is not responsible for the decisions taken by customs services when checking items subject to customs control. The “Buyer” will be responsible for unblocking the situation with these services. If any product does not reach the buyer, due to customs decision, Docnutry will not be held responsible and there will be no refund of any amount paid.

16. Complaints Book

16.1. Docnutry has a complaints book. If you wish to file a complaint in the physical complaints book, you should go to Docnutry's premises at Rua Direita Nº 17 – Reguengo 2070-505 Valada. If you wish to file an electronic complaint, you should use the following link www.livroreclamacoes.pt.

17. Alternative Dispute Resolution

In the event of a dispute that is not related to the dispensing of medicines or medical devices, nor the provision of pharmaceutical services, the consumer may resort to an Alternative Dispute Resolution Entity (ADR).

• National Center for Information and Arbitration of Consumer Conflicts (CNIACC), through www.cniacc.pt/pt/;
• Consumer Conflict Arbitration Center of the Coimbra Region (CACRC), through https://cacrc.pt;
• Lisbon Consumer Conflict Arbitration Center (CACCL), through http://www.centroarbitragemlisboa.pt/;
• Arbitration Center of the Autonomous University of Lisbon (CAUAL), through https://arbitragem.autonoma.pt/;
• Consumer Conflict Arbitration Center of the Autonomous Region of Madeira (CACC RAM), through https://www.madeira.gov.pt/cacc/;
• Porto Consumer Information and Arbitration Center (CICAP), via https://cicap.pt;
• Ave, Tâmega and Sousa Consumer Conflict Arbitration Center (TRIAVE), through https://www.triave.pt;
• Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court) (CIAB), through https://www.ciab.pt/pt/
• Algarve Information, Mediation and Arbitration Centre (CIMAAL), via https://www.consumoalgarve.pt

The updated list of RAL Entities available under article 17 of Law no. 144/2015, of September 8, can also be consulted on the Consumer Portal, via the website https://www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo/ral-mapa-e-lista-de-entidades.aspx.

Furthermore, in accordance with Regulation (EU) No. 524/2013 of 21 May 2013, the Consumer may also use the European Online Dispute Resolution platform, available at http://ec.europa.eu/consumers/odr.

Although Docnutry has not voluntarily joined any consumer dispute arbitration center, it is legally bound to arbitration or mediation in the case of consumer disputes of low economic value and, therefore, less than €5,000 (five thousand euros), whenever, at the express option of the consumer, these are submitted to the assessment of an arbitration court attached to the entities mentioned above.

18. Applicable law

18.1. In the event of a dispute regarding the interpretation or execution of these General Terms and Conditions of Sale, Docnutry and the “Buyer” undertake to endeavor to obtain an amicable solution, which is fair and appropriate, within a maximum period of 60 (sixty) days from receipt of the communication addressed for this purpose by any of the parties involved.

18.2. In the absence of an amicable solution, the terms of this contract shall be subject to Portuguese law, which shall determine, at any given time, the competent court to address all issues arising from this Contract that cannot be resolved by mutual agreement between the parties.