Right of Withdrawal (Free Resolution)
In accordance with Article 10 of Decree-Law No. 24/2014 of February 14th, if the customer verifies that the item does not meet their expectations, they may return it within a maximum period of 14 days from its reception, as registered by the shipper’s tracking service, without the need to indicate a reason.
We do not accept returns for:
- Any item that has been fully or partially assembled, altered, and/or used;
- Any item whose packaging has been opened/tampered with;
- Items are custom-made or special customer orders.
In the event that the product has a manufacturing defect, an exception will be made to point 2. If the defect cannot be proven through the submission of photos, an analysis fee of €6.80 will be charged. This fee includes the collection of the item and sending it for analysis. The analysis report will be provided to the customer. The analysis fee will be fully refunded if the brand confirms that the item is indeed defective.
For returns under the Right of Withdrawal, the item must remain in its original packaging and retain all accessories and instructions included with the product.
The return request can be made via email to support@inezita.pt. You must attach a copy of the invoice and photos proving that the item(s) in question have not been tampered with or damaged.
After collecting the necessary information, our services will contact you to establish the procedure for terminating the purchase contract.
In the case of the Right of Withdrawal, the costs of returning the item to our logistics facilities are always borne by the customer. The inezita store offers a collection service that the customer may request. Consult the conditions here.
If the order benefited from a discount related to the initial shipping cost, it will be reassessed whether the order is still eligible for the applied discount after the return. To benefit from the discount, the final order value after the return must be equal to or greater than the value established in the promotion’s terms.
The value varies according to the geographical area of delivery. Consult the conditions here.
If the above conditions are met, the corresponding monetary amount will be refunded using the selected payment option or via IBAN, within a maximum period of 8 business days after the products are received in our warehouse.
Collection
inezita.pt offers a collection service at a specified address to assist with the return of items. This service is carried out by a carrier selected by inezita.pt and must be requested by the customer via email to support@inezita.pt, indicating the desired collection address. The product must be properly packaged and conditioned together with the order ID. Any damage incurred during transport due to insufficient packaging of the items will be the sole responsibility of the customer.
The costs of this return method will be charged to the customer, in the form of a fixed fee of €3.50 for Continental Portugal and €11.90 for the Azores and Madeira, which will be deducted from the amount to be reimbursed to the customer.
Second Shipment
If the order is not successfully delivered and is returned to us for reasons beyond the control of the carrier and inezita.pt, you may request a second shipment, subject to an added cost*.
The following situations are the responsibility of the customer:
- Order is not accepted or is refused at the address;
- Order is not collected at the pick-up point within the specified timeframe;
- Order contains incorrect data, such as an incomplete address or an invalid postal code.
If you do not wish for a second shipment, only the amount paid will be refunded, excluding the costs* incurred for the return of the order to our facilities, as soon as we receive your order.
*Consult shipping costs here.
Procedure and Deadlines
If the customer wishes to terminate the contract, they must send INEZITA the duly completed Model Free Resolution Form or another unequivocal statement of the intention to terminate the contract, either by electronic means to support@inezita.pt, or by registered mail to: inezita, Rua Azedo Gneco 10, Campo de Ourique 1350-035 – Lisboa, or through any other durable medium susceptible to proof (the burden of proof resting with the customer), up to a maximum period of 60 days counting from the date on which the customer, or a third party indicated by them other than the carrier, acquired physical possession of the goods. For this withdrawal period to be respected, it is sufficient that your communication concerning the exercise of the right of withdrawal is sent before the expiration of the withdrawal period, after which the return may not be accepted.
inezita.pt will acknowledge receipt of the contract termination request within a maximum period of 24 (twenty-four) working hours. From the date of communication of the contract termination, the customer has a maximum of 14 (fourteen) days to deliver all the items they wish to return to inezita’s premises.
Effects
The customer may exercise their right of withdrawal in full or in part and is responsible for the return costs, namely shipping costs, payment method fees (credit card, Multibanco, PayPal, MB WAY, cash on delivery). inezita will reimburse the corresponding monetary amount within a maximum period of 8 (eight) business days counting from the date of receipt of the decision to terminate the contract from the customer.
In the case of a partial return of the order, the customer will be reimbursed the value of the items effectively returned. If they benefited from a discount related to the initial shipping cost, it will be reassessed whether the order is still eligible for the applied discount after the return. In addition to what is mentioned in these Terms and Conditions, the customer will not incur additional fees as a consequence of such reimbursement.
In the case of cancelled or partially fulfilled orders, the refund will be processed within a maximum of 8 business days after confirmation by the support department.
Inspection of Goods
As mentioned in the previous point, inezita.pt reserves the right to withhold the refund until the condition of use of the returned goods is verified, as this is a vital condition for the refund to be processed. In accordance with paragraph 2 of Article 14 of the Decree-Law, any item abusively used and/or manipulated by the customer will be considered non-compliant, following the description in that point, with particular attention to items that have their own packaging, which must also be returned in excellent condition and state of use.
Order Cancellation
inezita.pt may cancel a product order in one of the following situations:
- Item unavailability;
- Lack of payment by the customer for the placed order, with Multibanco references having a validity of 24 hours;
- Incorrect price due to manual or computer error.
Sale Price of Items
The sale price of each item is determined by inezita.pt and can be freely changed at any time. Changes to the item’s sale price do not affect the order whose reception and acceptance have already been confirmed to the customer.
The sale price of the items indicated by inezita.pt includes VAT at the applicable legal rate.
The indicated sale price is subject to additional product delivery charges, where applicable.
The sale prices of the items are those presented, unless an error in their indication, detected by inezita.pt until the delivery of the products to the customer, has occurred. In this case, the customer is immediately contacted via the email provided by them, and the customer can choose to keep their order at the correct price or cancel it.
*Consult all conditions here.