Our return policy is part of and must be read in conjunction with our Terms and Conditions of Sale. We reserve the right to change this return policy at any time. This return policy was last updated on 07/09/2018.
CANCELLATION OF ORDERS
The customer can cancel his order only if he/she has not yet been paid and is not yet in process. In this case, simply log in to your account, click on "My Iswari Account" and select the "Orders" option. In the "Order history" column, the customer must select the order he wishes to cancel and in the "Order details" column, click on the "Cancel order" button. Once the order has been cancelled, you will be presented with a confirmation message.
RETURNS / EXCHANGES
If a customer has some questions about returns, they must send us an email for [email protected].
If you wish to return one or more items, it is possible to do so within 15 days from the receipt of the order, provided that the products are intact, sealed, complete and in the original packaging, which must not be damaged, altered or tampered with. The customer must ensure that the returned items arrive at our office within 28 days of delivery, with a copy of the invoice.
To exercise the right of return, the customer must contact our customer service division, specify the order number, the description or the reference of the product/s he/she intends to return and the form of reimbursement he/she wants. The refund can be made via the original payment method or via a coupon, which is valid for 12 months from the date of issue. At the end of this period there will be no further refunds.
The customer must also take into account whether the product he/she intends to return has been acquired as part of some promotional campaigns and if, for this reason, he/she has benefited from some products offered. If this is the case, he/she must return not only the product in question, but also the object of the offer enjoyed with the purchase. Both products must comply with the guidelines above.
It is only possible to return a package in its entirety. If the customer wishes to return a product belonging to a package, he/she must return all the products that make up the same package. All products must comply with the guidelines above.
Returns of incomplete or damaged products, as well as products without the original packaging and/or label, or products with signs of use will not be accepted. In addition, the return of products with an expiry date of less than one month will not be accepted.
If we receive an item in the conditions mentioned above or with the shipping label affixed directly to the package, the customer will lose the right to a refund and will have 10 days to collect the item(s) at our office, claiming the collection costs.
If the reason for not sending the order or return is the responsibility of the forwarder, regardless of the method of payment chosen, the customer must send us a written statement that will be analyzed by the shipper. In the event that the problem with the delivery was caused by an incorrect or incomplete address, we ask the customer to attach the new shipping address to the declaration.
Iswari will do its best to quickly reimburse the customer; however, returns are usually processed within 7 working (business) days of receipt of the cancelled order and not later than 30 days of receipt.
If the payment was made by credit card, the refund will be made on the card and will appear in the next statement.*
If the payment was made through PayPal, the refund will be credited to the respective PayPal account, and made immediately available.*
If the payment was made with ATM, you will be asked to provide us with the account information for which you wish to transfer the refund amount.*
* The payment methods mentioned above are not available for all countries. To find out which payment methods are available for the customer's country, read the information provided in "Payment methods".
The customer can also choose to be reimbursed by a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from the date it was created. After this period, there will be no refund.
SHIPPING COSTS REIMBURSEMENT
If the reason for the return of the order was under the responsibility of Iswari, we will refund the shipping costs (example: defective products or different from the items actually ordered).
However, if in an order of several products there is only one problem, we will not reimburse shipping costs.
ALTERNATIVE DISPUTE RESOLUTION METHOD
In case of a dispute, we inform that the consumer can appeal to one of the Alternative Dispute Resolution bodies listed at the Portal do Consumidor, on the website www.consumidor.pt, or to one of the bodies listed on the European Commission's Online Dispute Resolution website at https://webgate.ec.europa.eu/odr.