Returns, sealed cosmetics and complaints
NEUZA RODRIGUES UNIPESSOAL LDA · PureBela Cosméticos · NIPC 515308340 · Rua Plácido de Abreu 15B, 2775-172 Parede, Portugal · geral@purebela.pt · +351 920 088 320.
Consumers buying at a distance may notify withdrawal within 14 days of receiving the goods, or the last item in an order delivered separately. Send an unequivocal statement identifying the purchase to our contact above; no specific form or prior authorisation is required. Unless we offer collection, dispatch the return within 14 days of notifying us.
Withdrawal does not apply to goods supplied sealed which, once unsealed by the customer after delivery, are unsuitable for return for health or hygiene reasons, under Article 17(1)(e) of Portuguese Decree-Law 24/2014. This depends on the product and the seal actually broken; opening the shipping box alone is insufficient. We do not offer discretionary exchanges of these opened cosmetics simply because the customer changes their preference. Rights concerning defects, incorrect goods or lack of conformity remain.
For withdrawal, the customer bears direct return costs if informed beforehand. Package the goods securely, include supplied accessories and retain proof of dispatch. Original packaging is requested where available; its absence alone does not remove a legal right. Handling beyond what is necessary to assess the goods may justify a documented deduction for diminished value, within legal limits. No automatic restocking fees or withdrawal penalties apply.
For a full withdrawal, we refund the payments received, including standard delivery, within 14 days of notification. Additional costs of a more expensive delivery method expressly selected by the customer are excluded. Unless we offer collection, we may withhold payment until the goods or evidence of dispatch are received, whichever is earlier. Refunds use the original payment method unless another method is expressly agreed without cost to the customer. Partial returns are calculated for the goods returned, respecting statutory rights and previously disclosed promotional conditions.
For a complaint, identify the purchase, product, batch and problem; available photographs and proof help assessment but must not obstruct statutory rights. If alteration, contamination or a reaction is suspected, stop using the product and retain it, the remaining contents and packaging without mixing or modifying them. We may request the goods for assessment, including by the manufacturer. Receipt for assessment does not automatically approve an exchange or refund and does not extend legal deadlines. Goods with compromised integrity are kept apart from saleable stock.
We are not responsible for problems demonstrably caused after delivery by customer adulteration, improper storage or use contrary to instructions. Mere suspicion is insufficient; statutory rules of evidence remain applicable. Seller-attributable lack of conformity is resolved without costs legally payable by the consumer. New movable goods generally have a three-year statutory conformity period under Decree-Law 84/2021, subject to the nature and durability of the goods; this does not extend a cosmetic's expiry date. Statutory remedies and the right to request replacement or termination for non-conformity appearing within the first 30 days remain.
For purchases genuinely made for resale or professional activity, consumer withdrawal rights do not apply automatically. Discretionary returns require written agreement, without excluding statutory rights for defects or breach. A tax number alone does not determine professional status.
Optional withdrawal form — To the company and address above: I/We notify withdrawal from the purchase of: ____. Ordered on/received on: ____. Consumer name(s): ____. Address(es): ____. Signature(s), only for paper submissions: ____. Date: ____. Delete as appropriate.
