General Return Conditions
- The product must be in its original packaging, undamaged (torn, dented, wet, scratched, etc.) and with all the documentation;
- We do not accept exchanges or returns of consumable products, in which the packaging has been opened;
- We do not accept exchanges or returns of hygiene and incontinence products (urinals, bedpans, bath and toilet chairs, toilet raisers, etc.);
- Special orders and made-to-measure items cannot be exchanged or returned;
- We do not accept exchanges or returns of articles that require contact with the user's bare skin (stockings, bras, bathing suits, prostheses, girdles, orthotics, etc.);
- We do not accept exchanges or returns of products already used.
22. Returns and Cancellations (online store*)
22.1 Cancellation of the order before shipment:
22.1.1 You may cancel your order within 12 hours, provided that your goods have not left our warehouses. To do so, you must contact us at firstname.lastname@example.org indicating the order number, the product reference and the reasons for cancellation.
22.1.2 If your order is already in transit (i.e. if the goods have already left our warehouses), the cancellation will be treated as a return and the associated costs will be borne by you. This will be applied in all cases, even for orders placed during the free shipping promotion, and the cost of return will be equivalent to the shipping costs without any applicable discounts or promotions. In any case, after your communication, our services will contact you. The refund will be made using the same method of payment through which you made the purchase (if you pay by ATM reference, you must give your bank details to our customer support when you start the return process).
22.2 Right of Withdrawal (Freely Redeemable):
22.2.1 In accordance with article 10 of DL nº24/2014 of 14 February, if the customer verifies that the product does not meet his/her expectations, he/she may return it within a maximum period of 14 days from its receipt, without the need to state the reason.
22.2.2 However, we do not accept returns of: any product that has been totally or partially assembled, altered and/or used; products with damaged packaging or with traces of manipulation; unsealed packaging; consumable products such as nappies, pads, couch rolls, etc, as well as products intended for medical, hygiene and incontinence care (urinals, bedpans, toilet seats, toilet lifts, secretion aspirators, nebulisers, etc). Also not subject to exchange are custom-made items or special requests from the customer, as well as items that have been used or tried on, such as stockings, bras, bathing suits, girdles, knee pads, among others, that compromise the product's hygiene conditions.
22.2.3 For a Return by Free Resolution, the item must remain in its original packaging, intact, undamaged and retain all accessories and instructions for use attached to the product.
22.2.4 The return can be made through our physical shop (presenting the invoice and an identification document (Citizen Card), or through the online shop (in the tab for that purpose in the Customer Area, contacting us through the contact form on our Website or even through our email email@example.com). It's important to always attach a copy of the invoice and also photos that prove that the article was not assembled and is intact, as well as its packaging. Viver Melhor has 72 hours to acknowledge receipt of the declaration of resolution on a durable medium. Afterwards, our services will contact you to decide on the procedure to terminate the purchase contract.
22.2.5 In this case of free resolution, the costs of return are always borne by the customer (even if the order may have been made during a free shipping promotion period). In other words, the cost of return will be the equivalent of the shipping costs without any applicable discounts or promotions.
22.3.6 In cases where the goods present a manufacturing defect, the cost of the return shipping is covered by Viver Melhor. The refund, when applicable, will be made after validation of the fulfilment of the return conditions described above, with Viver Melhor having a period of up to 14 days to do so, from the moment they receive the returned articles. The reimbursement is made in the same payment method in which the purchase was made (if the client makes the payment by ATM reference it is necessary that he/she gives his/her bank details to our customer support when initiating the return process). Please note that it may take some time before the deposit is visible in your bank account, depending on the payment method.
22.4 Returns/Exchanges for transport damage:
22.4.1 Upon receipt of the product(s), always ensure that the packaging and general condition of the item are in perfect condition. If you notice that the packaging is damaged, you must mandatorily record the evidence found on the transporter's goods receipt document, otherwise Viver Melhor will not accept the complaint a posteriori. It is of utmost importance that you mention any facts in this receipt document, also to safeguard a possible claim, as this is the only way the carrier can activate the transport insurance (CMR).
22.4.2 We emphasize that Viver Melhor and/or partner companies (transporters), do not perform wall fixings/holes, that is, that responsibility is up to the owners of the property or space, as well as the consequences resulting therefrom.
22.4.3 Should you wish to make a claim for damages to the article caused by the transportation, you have a period of 24 hours from the reception date to do so. After this period, Viver Melhor is not responsible for any damage that may have occurred during transportation.
22.4.4 After evaluating the case, our services will contact you to determine whether there will be a replacement, refund or other solution. The refund, when applicable, will be made after validation of compliance with the conditions described above, with Viver Melhor having a period of up to 14 days to do so, from the moment it receives the returned items. The refund will be made using the same payment method used to make the purchase (if the customer pays by ATM reference it is necessary that the customer gives their bank details to our customer support when initiating the return process). Please note that the deposit may take a while to be visible on your bank account, this fact depends on the payment method.
* The exchange and return policy differs from physical shops. In addition to deferring the return period, in physical shops the return amount is credited to the customer's account, which may be used for a future purchase or refunded.