{"id":27932,"date":"2025-05-04T23:39:59","date_gmt":"2025-05-04T23:39:59","guid":{"rendered":"https:\/\/docnutry.com\/terms-and-conditions\/"},"modified":"2026-03-20T13:59:12","modified_gmt":"2026-03-20T13:59:12","slug":"terms-and-conditions","status":"publish","type":"page","link":"https:\/\/docnutry.com\/en\/terms-and-conditions\/","title":{"rendered":"Terms and conditions"},"content":{"rendered":"\n

By using www.docnutry.com,<\/a><\/strong> you agree to these Terms and Conditions.<\/p>\n\n

Enigma Ex\u00edmio Lda may revise, update and change these Terms and Conditions at any time. Your use, whether occasional or ongoing, will mean that you agree to all changes made. <\/p>\n\n

Enigma Ex\u00edmio Lda reserves the right to cancel, in appropriate circumstances, all customer accounts that breach these Terms and Conditions.<\/p>\n\n

1. Contacts and Customer Support<\/strong><\/p>\n\n

Enigma Ex\u00edmio Lda Rua Direita N\u00ba 17 – Reguengo, 2070-505 Valada Cartaxo Santar\u00e9m NIF: 518738620<\/p>\n\n

For further information, you can contact Docnutry <\/strong>by email at info@docnutry.com<\/strong>. If you prefer, you can do so by telephone, on working days from Monday to Friday, from 09:00 to 18:00, by calling +351 936958668.<\/p>\n\n

2. Trade policy<\/strong><\/p>\n\n

2.1. The photographs shown on the site are merely illustrative, so you should always consult the product description for more information on the characteristics of the items you wish to purchase. The photographs of the colors\/tones are for guidance only, as they may vary depending on the computer screen used to view them. Docnutry<\/strong> declines all responsibility for any color variations that may arise. If in doubt, please contact Docnutry before making your purchase. <\/p>\n\n

2.2. Prices, specifications and product descriptions are subject to constant updating. Despite Docnutry <\/strong>‘s extreme attention to keeping all information up to date, some products may contain an incorrect price, so we will check 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 e-mail and await their decision to accept the new offer or cancel the order. <\/p>\n\n

2.3. For proof of an offer, discount or internal Docnutry<\/strong> control, products may be shipped without a barcode and\/or CNP. If you do not wish these elements to be removed, please contact Docnutry before making your purchase. <\/p>\n\n

2.4. Validation of the order assumes that the “Buyer” is aware of and accepts the General Terms and Conditions of Sale of thewww.docnutry.com<\/strong> website.<\/p>\n\n

3. Obligations of Customers and Users<\/strong><\/p>\n\n

3.1 Any visitor to the www.docnutry.com<\/strong> website is obliged to comply with and respect these general conditions, in particular by observing the following obligations:– Keep, and not disclose, your password for entering the website in order to prevent third parties from accessing your account and personal data;– Do not use false identities;– Provide your correct personal data and address so that Docnutry can properly process orders;<\/p>\n\n

3.2. The “Buyer” is solely responsible for the veracity of the personal data communicated to Docnutry<\/strong> and undertakes to enter and immediately inform any changes through his\/her Registration Account atwww.docnutry.com<\/strong>.<\/p>\n\n

3.3. Docnutry<\/strong> disclaims any liability for any delay or impossibility of processing the order due to error or insufficiency of the data communicated by the “Final Consumer”, namely at the time of delivery.<\/p>\n\n

4. Placing an order<\/strong><\/p>\n\n

4.1 Medicines<\/strong><\/p>\n\n

4.1.1. To place an order, the “Buyer” must have a valid and frequently used e-mail account and register as a Customer by filling in the form available online. <\/p>\n\n

4.2 Other products<\/strong><\/p>\n\n

4.2.1. To place an order, the “Buyer” must have a valid, frequently-used e-mail account and register as a Customer by filling in the form available online. Once registered, simply insert all the products that the “Buyer” wishes to purchase into the virtual shopping basket, following all the steps of the purchase so that it is completed successfully. <\/p>\n\n

4.2.2. As soon as you complete your purchase, you will receive an automatic e-mail confirming the transaction. We suggest that you print or download this copy for future reference. If the data is not correct, you can immediately ask for it to be changed, or even for the purchase to be canceled. <\/p>\n\n

4.2.3. In the event of non-confirmation of payment or non-compliance with these General Terms and Conditions of Sale, Docnutry<\/strong> reserves the right not to accept your order, or to cancel it in whole or in part, even after it has been automatically confirmed.<\/p>\n\n

5. Product availability<\/strong><\/p>\n\n

5.1 Docnutry<\/strong> will only process an order placed by a customer once payment has been confirmed.<\/p>\n\n

5.2. Information on product availability refers to the moment the customer makes the purchase. Final validation of stock availability is only made after payment has been confirmed. We therefore recommend that payment is made as soon as the order is placed. <\/p>\n\n

5.3. Fulfillment of all orders placed on the site is subject to product availability. Docnutry<\/strong> reserves the right not to accept any orders or to cancel orders already confirmed for products that are no longer in stock. If the product is unavailable and\/or out of stock, 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 amount paid. <\/p>\n\n

5.4. Whenever possible, the order will be sent in a single shipment. However, Docnutry<\/strong> reserves the right to split the order if it foresees a delay in the delivery of any of its items or if they are clearly unavailable. The buyer will always be informed via e-mail of this circumstance and may object within 24 hours. Each partial delivery will constitute an individual order. <\/p>\n\n

6. Confirmation or cancellation of orders<\/strong><\/p>\n\n

6.1. Docnutry will cancel orders when the customer fails to pay within the stipulated period, when the order is incomplete or incorrect, or when the products ordered are no longer available. In any of these cases, Docnutry will inform the “Buyer” by e-mail that the sales contract has not been concluded and that Docnutry has not proceeded with the sale, specifying the reasons for this. <\/p>\n\n

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.<\/p>\n\n

6.1.2. Docnutry reserves the right to refuse any order for any reason and disclaims 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, namely in the following situations:<\/p>\n\n

– The information 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 of 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 has been 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.<\/p>\n\n

6.2. Before shipment, the “Buyer” can cancel the product order. If the “Buyer” places an order and wishes to cancel it, he\/she should first check the status of the order via the “Order History” menu, if the status of the order does not mention “Shipped”, then there may still be a possibility that it can be canceled. To do this, the “Buyer” must contact Docnutry by e-mail or telephone and request that their order be canceled. The cancellation will only be effective after confirmation by Docnutry <\/p>\n\n

6.2.1. If the cancellation request is successful, the customer will be notified by e-mail of this decision and the cancellation will be processed. <\/p>\n\n

6.2.2. If the request for cancellation is not possible because the order has already been dispatched, the products will be sent to the “Buyer” who, if he\/she maintains his\/her intention, must exercise his\/her right to freely withdraw from the contract.<\/p>\n\n

6.2.2.1 For reasons of health protection, hygiene, susceptibility to deterioration and impossibility of reshipment, medicines, food supplements, foodstuffs, equipment and articles for personal use, medical devices and dermo-cosmetic products are exceptions to the right of withdrawal.<\/p>\n\n

6.2.3. Whenever orders are canceled at the request of the “Buyer”, paid by credit card, MB Way or ATM reference, the amount to be refunded will be deducted from the usage fee borne by Docnutry (MBway: 0.7% commission on the value of the purchase plus a fixed fee of \u20ac0.07; ATM reference: 1.5% commission on the value of the purchase plus a fixed fee of \u20ac0.22; Credit Card: 2.4% commission on the value of the purchase plus a fixed fee of \u20ac0.24; VAT is added to these amounts at the legal rate in force).<\/p>\n\n

6.2.4. Whenever orders are canceled at the request of the “Buyer”, the refund will be made using the same payment method as the original order (except for orders paid for by ATM reference, where the refund will be processed by bank transfer). The bank charges associated with the refund will be borne by the “Buyer(s)”. In other words, you will receive the amount paid minus the costs involved in the transfer. <\/p>\n\n

7. Payment Terms and Security Guarantees<\/strong><\/p>\n\n

7.1 The available payment methods are shown at www.Docnutry.com.<\/p>\n\n

7.2. You can pay for your products by:<\/p>\n\n

– Bank transfer to IBAN PT50 0045 5150 40402888036 20;<\/p>\n\n

– Credit card;<\/p>\n\n

– ATM reference;<\/p>\n\n

– MB Way.<\/p>\n\n

7.3. In the case of payment by bank transfer, you must always indicate the reference of your order. Docnutry will not be held responsible for any delays due to difficulties in validating the payment due to the absence of this information. In cases where it is not possible to indicate the reference (e.g. ATM transfer) please contact Docnutry indicating the name of the account holder from which you made the payment. <\/p>\n\n

7.4. We will only start processing the order once we have received payment. If payment is not made within 3 working days of placing the order, the order will be canceled. <\/p>\n\n

8. Pricing<\/strong><\/p>\n\n

8.1. The prices of the products displayed on the site include Value Added Tax (VAT).<\/p>\n\n

8.2. The shipping costs will be borne by the customer and the amounts will be indicated at the time of ordering.<\/p>\n\n

8.3. All prices are in Euros and any change in the country of delivery may affect prices due to transportation costs.<\/p>\n\n

10. Shipping costs<\/strong><\/p>\n\n

10.1. Other products<\/strong><\/p>\n\n

10.1.1. The shipping costs associated with your order will be billed by weight of the order.<\/p>\n\n

11. Order preparation and delivery<\/strong><\/p>\n\n

11.1. Unless otherwise agreed between the parties, Docnutry will fulfill the order within a maximum of 30 days from the day following payment of the order.<\/p>\n\n

11.1.1. International shipments exclude time relating 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.<\/p>\n\n

11.1.2. National shipments exclude time related to carrier procedures caused by an event, act or omission beyond their reasonable control.<\/p>\n\n

11.2. Once your order has been registered and payment confirmed, the order enters the preparation phase. This phase takes an average of 3 to 5 working days and all the products in your order will be available. If you need the products ordered for a specific date, you should always contact Docnutry to check if this is possible. <\/p>\n\n

11.3. Once the preparation phase has been completed, Docnutry will send it out in accordance with the following average delivery times:<\/p>\n\n

– 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 working days (does not include time due to customs and\/or other logistical procedures in the destination countries).<\/p>\n\n

11.3.1. Docnutry only ships orders on working days. The estimated shipping time varies depending on the carrier and the destination of your order. Any delay in the dispatch of items, compared to the estimated dates given, does not entitle you to compensation. If the order is not received by the “Buyer” after the above average time, you should contact us by e-mail or telephone to find out the reason for the delay. <\/p>\n\n

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 domestic shipments and 60 days for international shipments. Only once the investigation process has been completed, and it is concluded that the order was not delivered for a reason beyond the customer’s control, will it be re-shipped or refunded. <\/p>\n\n

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

11.3.3. For orders sent outside Portugal, Docnutry is totally unaware of any customs procedures that may apply in the country of destination. These procedures can lead to considerable delays in the delivery of orders, and it is up to the Customer to check the import conditions with the local authorities. <\/p>\n\n

11.4. Orders for heavy childcare (baby carriages, car seats, carrycots, chairs, cribs, etc.) can take around 14 working days to be delivered.<\/p>\n\n

11.5. Parcels are deemed to have been delivered to the consumer when he or a third party indicated by him, other than the carrier, acquires physical possession of the goods.<\/p>\n\n

11.6. When Docnutry sends the goods to the consumer, the risk of loss or damage to the goods passes to the consumer when he or a third party indicated by him, other than the carrier, acquires physical possession of the goods. <\/p>\n\n

11.7. At the time of delivery, the “Buyer” must inspect the packaging and the products sent in order to ascertain any damage, following these procedures:<\/p>\n\n

    \n
  1. If you see any signs that the package is defective (dented, open, torn, etc.) you must refuse it and make a specific note of these defects on the courier’s or letter carrier’s delivery document. Once the package has been delivered and\/or opened, it cannot be refused as the letter carrier and\/or courier will not accept it. Docnutry will reimburse the amounts paid for the order and transportation as soon as it receives and completes the return process at its head office. <\/li>\n\n\n\n
  2. If the packaging is intact, accept the package, but check the contents anyway. If you see any damage (broken, dented, wet, leaking products, etc.) please make a specific note of these anomalies on the courier’s or letter carrier’s delivery document, specifying which products are damaged. Docnutry will reimburse the amounts paid for the damaged products as soon as it receives the information from the courier and completes the return process. <\/li>\n<\/ol>\n\n

    If you receive a damaged package\/product and do not carry out these procedures, Docnutry will not be held responsible for any damage to the item(s) ordered.<\/p>\n\n

    11.8. If the order is not delivered to the “Buyer”, for reasons beyond Docnutry’s control (e.g. wrong address, absence of the recipient, failure to pick up the order in good time at the post office or other collection point, etc…) the order will be returned to Docnutry’s premises where it will be available for collection. Reshipment to mainland Portugal will cost \u20ac4.95 for orders up to 10kg, for orders over 10kg and for other destinations the amount will be calculated on a case-by-case basis. <\/p>\n\n

    11.8.1. Orders in Docnutry in “Available for Pickup” status, if not picked up within 3 months, will be destroyed.<\/p>\n\n

    11.9. If the “Buyer” provides an incorrect or incomplete delivery address, is absent, fails to pick up or refuses to accept delivery of all or part of their order, they will be liable for the deterioration of the products, shipping costs, costs of return to our premises and payment fees incurred by Docnutry. These amounts will be deducted from the order refund. <\/p>\n\n

    11.9.1 The shipping costs, borne by Docnutry, for mainland Portugal for orders up to 10kg is \u20ac4.95, 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. <\/p>\n\n

    11.9.2 The return costs, borne by Docnutry, for mainland Portugal for orders up to 10kg is \u20ac4.95, 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. <\/p>\n\n

    11.9.3 For payments by credit card, MB Way and ATM reference, Docnutry will charge a variable fee depending on the total value of the order (MBway: 0.7% commission on the value of the purchase plus a fixed fee of \u20ac0.07; ATM Reference: 1.5% commission on the value of the purchase plus a fixed fee of \u20ac0.22; Credit Card: 2.4% commission on the value of the purchase plus a fixed fee of \u20ac0.24; VAT at the rate in force is added to these amounts). These amounts will be deducted from the order refund. <\/p>\n\n

    11.9.4. For reasons of health protection, susceptibility to deterioration and impossibility of reshipment, medicines, food supplements, foodstuffs, medical devices and dermo-cosmetic products that are part of the order will not be refunded.<\/p>\n\n

    11.10. In the case of international shipments, if the order is not delivered to the “Buyer” for reasons beyond Docnutry’s control (e.g. wrong address, absence of the recipient, failure to pick up the order in good time at a 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. <\/p>\n\n

    11.11. In international shipments, Docnutry will not be liable if the order is lost, misplaced, damaged or delayed as a result of insufficient or incorrect address, act or omission of any Customs, customs, judicial, police or fiscal entity, airlines, airports or other official authorities of the destination country. <\/p>\n\n

    11.12. In the event of receiving products that have been exchanged by mistake by Docnutry, the “Buyer” must notify us within 14 days of receiving them, and the products must be intact, complete and in their original packaging. You must send an e-mail (info@Docnutry.com) stating the order reference, a description of the error and whether you want a refund of the amount paid or whether you are still interested in receiving the product you ordered. <\/p>\n\n

    11.12.1. If the “Buyer” remains interested in receiving the ordered product, it will be sent after we have received the collected product.<\/p>\n\n

    11.12.2 The costs of returning or collecting products due to shipping errors will be borne by Docnutry. The “Buyer” will be contacted to arrange collection. If they refuse to hand over the items to the carrier or are absent at the time of collection, the “Buyer” will bear the cost of returning the goods. <\/p>\n\n

    12. Right of withdrawal<\/strong><\/p>\n\n

    12.1. The “Buyer” has the right to freely withdraw from the contract within 14 calendar days, without giving any reason. <\/p>\n\n

    12.2. The period for exercising the right of withdrawal 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. <\/p>\n\n

    12.3. In order to exercise the right of withdrawal, the “Buyer” must notify Docnutry of his\/her decision to withdraw from the contract by means of an unequivocal statement sent by letter (Rua Direita N\u00ba17 – 2070-505 Reguengo ), email (info@Docnutry.com) or by filling in the withdrawal form<\/strong>.<\/p>\n\n

    12.4. In order for the withdrawal period to be respected, it is sufficient for the communication regarding the exercise of the right of withdrawal to be sent before the expiry of the withdrawal period. <\/p>\n\n

    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 refunded without undue delay and in any event no later than 14 days from the date on which we are informed of the decision to terminate the contract.<\/p>\n\n

    12.6. Docnutry will withhold reimbursement until it has received the returned goods, or until the “Buyer” provides proof of dispatch and receipt of the goods, whichever occurs first.<\/p>\n\n

    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 the free withdrawal from the contract. The deadline is deemed to have been met if you return the goods before the expiry of the 14-day period. <\/p>\n\n

    12.8. The “Buyer” shall bear the cost of returning the goods.<\/p>\n\n

    12.9. The “Buyer” may be held liable for the depreciation of the goods if the handling carried out to inspect the nature, characteristics and functioning of the goods exceeds the handling normally allowed in a commercial establishment. <\/p>\n\n

    12.10. For reasons of health protection, hygiene, susceptibility to deterioration and the impossibility of reshipment, medicines, medical devices, food supplements, foodstuffs, equipment and articles for personal use, as well as hygiene and dermo-cosmetic products are exceptions to the right of free withdrawal, and returns of these types of items will not be accepted.<\/p>\n\n

    12.11. The “Buyer” must keep the goods in such a way as to be able to return them in the proper condition for use. The items must be returned in their original packaging, with their price and protection labels intact and without any trace of use, enclosing the invoice and all the offers sent. <\/p>\n\n

    13. Product Warranty<\/strong><\/p>\n\n

    13.1. In the event of a lack of conformity of the goods, and in accordance with the legislation in force, the consumer has the right:<\/p>\n\n

    a) restoring conformity by repairing or replacing the goods;<\/p>\n\n

    b) a proportional price reduction; or<\/p>\n\n

    c) termination of the contract.<\/p>\n\n

    13.2. To exercise their rights, consumers must report the lack of conformity to Docnutry by letter (Rua Direita N\u00ba 17 – Reguengo 2070-505 Valada) or email (info@docnutry.com).<\/p>\n\n

    13.3. In the case of movable property, it must be delivered to Docnutry’s premises, or another location indicated by Docnutry, namely the manufacturer’s premises or technical assistance center, for analysis of the detected lack of conformity. The shipping costs will be borne by the Buyer and will be returned if the lack of conformity is confirmed. <\/p>\n\n

    14. Validity of promotions or commercial campaigns<\/strong><\/p>\n\n

    14.1. Promotional offers or commercial campaigns published in the online store are valid only for the time they are displayed on the site and in accordance with the conditions established, unless otherwise stated on the site.<\/p>\n\n

    14.2. If you return or exchange items purchased as part of commercial campaigns or promotions, you will only be credited or given the amount you actually spent on the product you wish to return or exchange.<\/p>\n\n

    14.3. For proof of offer or discount, products included in any campaign are shipped without a barcode.<\/p>\n\n

    15. Responsibility<\/strong><\/p>\n\n

    15.1. Docnutry cannot be held liable for damages suffered by third parties resulting from the use of any of our products. Docnutry cannot be held liable for damages suffered by the “Buyer” as a result of improper use of our products. <\/p>\n\n

    15.2. All the products marketed by Docnutry a comply with Portuguese and EU legislation.<\/p>\n\n

    15.3. Docnutry declines all responsibility in the event of a breach of the legislation of the country where the order is delivered. It is up to the Customer to check with the local authorities the conditions of import or use of the products they wish to order. <\/p>\n\n

    15.4. Docnutry is not responsible for customs\/duties that may apply in the country of destination.<\/p>\n\n

    15.5. Docnutry is not responsible for the decisions taken by the customs services when checking items submitted for customs control. The “Buyer” will be responsible for unblocking the situation with these services. If a product does not reach the buyer due to a customs decision, Docnutry will not be held liable and no refund will be made. <\/p>\n\n

    16. Complaints book<\/strong><\/p>\n\n

    16.1. Docnutry has a complaints book. If you wish to submit a complaint in the physical complaints book, you should go to Docnutry’s premises at Rua Direita N\u00ba 17 – Reguengo 2070-505 Valada. If you wish to submit an electronic complaint, please use the following link www.livroreclamacoes.pt.<\/a> <\/p>\n\n

    17. <\/strong>Alternative Dispute Resolution<\/strong><\/p>\n\n

    In the event of a dispute that does not concern the dispensing of medicines or medical devices, or the provision of pharmaceutical services, the consumer can turn to an Alternative Dispute Resolution (ADR) body.<\/p>\n\n