Under the terms of the law governing distance contracts, the Customer has 14 calendar days<\/strong> to cancel the contract without having to provide a reason.<\/p>\n\n 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.<\/p>\n\n When items from the same order are delivered separately, the delivery period begins on the day after the last item is received.<\/p>\n\n To exercise the right of withdrawal, the Customer must notify DocNutry \u2014 Enigma Ex\u00edmio, Lda.<\/strong>, 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.<\/p>\n\n The communication must include:<\/p>\n\n a) Customer’s full name;<\/p>\n\n b) Order number;<\/p>\n\n c) Identification of the products you wish to return;<\/p>\n\n d) Date the order was received;<\/p>\n\n e) A statement indicating that you intend to exercise your right of free termination;<\/p>\n\n f) Photographs of the products and packaging, if there is any damage, defect, or error in the shipment.<\/p>\n\n The Customer may also use the standard withdrawal form provided by DocNutry, although its use is not mandatory.<\/p>\n\n After notifying us of the decision, the Customer must return the products within 14 calendar days<\/strong>.<\/p>\n\n Products must be returned:<\/p>\n\n a) Showing no signs of use beyond what is strictly necessary to verify its nature, characteristics, and operation;<\/p>\n\n b) Complete and properly packaged;<\/p>\n\n c) In the original packaging, whenever possible;<\/p>\n\n d) With all accessories, promotional items, samples, and documentation received;<\/p>\n\n e) Accompanied by proof of purchase or the order number.<\/p>\n\n 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.<\/p>\n\n Without prejudice to the other cases provided for by law, the right of free termination does not apply:<\/p>\n\n a) Products manufactured according to the Customer\u2019s specifications or that are clearly customized;<\/p>\n\n b) Products that are likely to spoil or quickly become past their expiration date;<\/p>\n\n c) Sealed products that, for health or hygiene reasons, cannot be returned once opened;<\/p>\n\n (d) Products that, after delivery, become inseparably mixed with other goods.<\/p>\n\n 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.<\/p>\n\n This exclusion does not affect the Customer\u2019s rights if the product received is damaged, does not conform to specifications, or does not match the product ordered.<\/p>\n\n In cases where the Customer voluntarily decides to cancel the order, the direct costs of returning the products are the Customer’s responsibility.<\/p>\n\n DocNutry recommends using a shipping service that offers tracking. The Customer remains responsible for returned products until they are received by DocNutry. <\/p>\n\n When a return is due to an error on DocNutry\u2019s 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.<\/p>\n\n Products should not be sent cash on delivery without prior authorization from DocNutry.<\/p>\n\n 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.<\/p>\n\n 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.<\/p>\n\n The refund will be issued via the same payment method used for the purchase, unless otherwise expressly agreed, within a maximum of 14 days<\/strong> from the date DocNutry is notified of the decision to cancel the contract.<\/p>\n\n DocNutry may withhold the refund until it receives the returned products or until the Customer provides proof of shipment, whichever comes first.<\/p>\n\n 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.<\/p>\n\n Exchanges are subject to stock availability and prior confirmation from DocNutry.<\/p>\n\n The Customer must submit the request, specifying:<\/p>\n\n a) Name and order number;<\/p>\n\n b) Product you wish to exchange;<\/p>\n\n c) Product you wish to receive;<\/p>\n\n d) Reason for the exchange request.<\/p>\n\n If the exchange is requested at the Customer\u2019s request, the Customer is responsible for the return and reshipment costs.<\/p>\n\n 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.<\/p>\n\n Alternatively, the Customer may return the product in accordance with the terms of this policy and place a new order.<\/p>\n\n The Customer must check the external condition of the package at the time of delivery.<\/p>\n\n 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.<\/p>\n\n 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.<\/p>\n\n 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.<\/p>\n\n Returns that have been previously reported must be sent to:<\/p>\n\n DocNutry \u2014 Enigma Ex\u00edmio, Lda.<\/strong> Providing this address does not exempt you from contacting DocNutry in advance to confirm the return procedure.<\/p>\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" 1 \u2013 Exchanges and Returns 1.1 \u2013 Right of Withdrawal Under the terms of the law governing distance contracts, the<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-92430","page","type-page","status-publish","hentry"],"yoast_head":"\n1.2 \u2013 Notification of Return<\/h2>\n\n
1.3 \u2013 Return Policy<\/h2>\n\n
1.4 \u2013 Products Excluded from the Right of Return<\/h2>\n\n
1.5 \u2013 Return Costs<\/h2>\n\n
1.6 \u2013 Refund<\/h2>\n\n
1.7 \u2013 Exchanges<\/h2>\n\n
1.8 \u2013 Damaged, incorrect, or nonconforming products<\/h2>\n\n
1.9 \u2013 Return Address<\/h2>\n\n