Delivery, Returns and Refunds Policy

This policy regulates the deadlines, shipping conditions, returns and refunds for products purchased in the online store www.purenzia.com , operated by Forwardays, Lda , NIF PT518583945 , with headquarters at Estrada Principal, n.º 6 A, Casa Meada, 3040-589 Coimbra, Portugal .

1. Deliveries

a) Mainland Portugal

  • Estimated delivery time : up to 5 working days after payment confirmation.

  • Shipping costs :

    • Free for orders worth €50 or more.

    • For orders of a lower value, the shipping cost is calculated at checkout.

b) Azores and Madeira

  • Shipping available to all islands.

  • Delivery times vary by location and are indicated at checkout.

  • Applicable shipping costs are automatically calculated prior to payment.

c) International Shipping

  • We ship to several countries in Europe and outside the EU.

  • Delivery times and shipping costs vary depending on the destination.

  • The customer is responsible for any customs charges and import taxes in the destination country.

d) Important Notes

  • The deadlines indicated are estimates and may be subject to change for reasons beyond Purenzia's control (strikes, weather conditions, logistical delays, etc.).

  • A tracking code will be provided whenever possible.

2. Returns and Right of Free Resolution

a) Legal Term

The customer has the right to return the products purchased within 14 consecutive days , counting from the date of receipt of the order, without needing to provide a reason (Right of Free Resolution – DL No. 24/2014).

b) Return Conditions

For the return to be accepted, the products must:

  • Show no signs of use.

  • Keep the original packaging, with all accessories, manuals and seals intact.

  • Must be accompanied by proof of purchase.

Note : Opened, damaged or used products will not be accepted for return, except in cases of manufacturing defects.

c) How to make a return

The client must:

  1. Send an email to info@purenzia.com , indicating your return intention and the order number.

  2. Follow the instructions provided by our team.

  3. Send the product to the address indicated in the email.

d) Return Costs

  • Return costs are the responsibility of the customer, except if the product is defective or the error is attributable to Purenzia.

  • We do not accept returns with postage to be paid at destination (cash on delivery).

e) Refund

  • The refund will be made within a maximum period of 14 days after receipt and inspection of the returned products.

  • The refund will be processed using the same payment method as the original purchase.

3. Products Defective or Damaged in Transit

If you receive a damaged or defective product:

  • You must contact us within 48 hours of receipt, via email info@purenzia.com , with photos of the product and packaging.

  • Purenzia will cover the replacement costs if the situation is confirmed.

4. Exchanges

We currently do not accept direct exchanges. If you wish to exchange a product, you must return it and then place a new order on the website.

5. Exclusions

For hygiene and safety reasons, certain opened or used products (e.g. creams, cosmetics or masks that come into direct contact with the skin) cannot be returned, unless they have a manufacturing defect.