Returns & Exchanges

Returns

In addition to the conditions specifically mentioned in the preceding paragraph, the customer should also consider the fact that, if the product to be returned has been purchased as part of a promotional campaign and, therefore, has benefited from a product offer, both items must be returned. For that reason, all the products must comply with the abovementioned return conditions.
As per products set in packs, only the return of the full pack will be accepted. If a product that belongs to a pack is to be returned, all the products belonging to the same pack must be returned. All products must comply with the abovementioned return conditions.
The item(s) must be sent to the following address:
PROZIS – Centro Logístico 
Rua do Cais n.º 198, Fontarcada, 4830-345 Póvoa de Lanhoso, Portugal
Incomplete, damaged, or scratched products, products without their original packaging and/or label, or products with evidence of use, will not be accepted. The following will not be accepted either: the return of product offers or of products that have been obtained through ProzisPoints; the return of products with a shelf-life of less than one month; the return of underwear, swimwear, personal care products and any other articles whose use implies coming or which come into direct contact with the skin. Due to their nature, the return of Prozis Gift Cards will not be accepted either.
Thus, PROZIS reserves the right to assess the condition of the packaging of the products, deciding whether or not to accept the return of the items if it is found that their respective packaging is not intact.
Please note: the lack of any of the requirements deemed necessary for the product to be returned to stock for sale, namely a respective instruction manual, in its original condition, will entail the immediate classification of the product as incomplete and, consequently, non-returnable.
 

Every single product to be returned must, for that reason, be shipped according to the abovementioned conditions—the carrier's label must be attached to the original transport packaging box or an alternative box chosen by the customer, which must ensure proper product packaging conditions. In this case, the alternative box will be destroyed as soon as the product is confirmed to be intact and complete.
If any of the previous conditions are not met, the customer will lose the right to be refunded and will have 10 days to collect the item(s) at the said facilities at their own expense. Collection must be carried out by a carrier appointed by the customer as the collection by individuals, even the customer, is not permitted.

If any item is not received under the abovementioned conditions or with a shipping label attached directly to the packaging, the customer will lose the right to be refunded and will have 10 days to collect the item(s) at the said facilities, at their own expense.
Collection must be carried out by a carrier appointed by the customer as the collection by individuals, even the customer, is not permitted.

Please note: The customer will be held responsible for any costs arising from failure to respond to any notice, or request for information, by customs, tax agencies, or any other authority, resulting on the return of the order. In such case, Prozis reserves the right to deduct those costs from any amount the customer may be entitled to receive as a refund for the price paid for any product deemed suitable for sale.
 

Exchanges
For the product(s) to be exchanged, the customer must return the item(s), request a refund, and make a new purchase. The entire return procedure is properly described in the item Returns regarding the determination of the conditions necessary for the products to be accepted for exchange.

Warning: PROZIS reserves the right to accept the return of clothing products for a future exchange if the customer, at their own expense, returns the product to the warehouse identified above and it is received according to the terms described in the item Returns above, namely regarding its conservation status. In that case, and if the product is considered suitable for re-entry into stock, a coupon will be issued; said coupon must be applied in a future order and follow the conditions of use of such coupons provided in the Coupons tab. If the returned product doesn't comply with the conditions described above, the customer will be sent a message stating the non-acceptance of the return with an indication of the period made available for the warehouse collection of the product originally sent.
 

Refund Methods

PROZIS will endeavor to reimburse the customer promptly even though it has 15 days to do so from the receipt, in the warehouse above indicated, of the returned order.
If payment has been made by credit card, the refund will be made to the credit card and should be featured on the following bank statement.
The customer may also choose to be refunded through a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from its creation date. After that date, no refund will be possible.
 

Returning Costs
Upon notification for that purpose and the confirmation that an error has occurred or that defective products have been sent to the customer, PROZIS will bear the returning costs of the said items and will collect them at their delivery address. Customer Service will contact the customer to arrange this collection and for any required clarification.