Refund Policy

Cancellations, Returns and Refunds

Our Return Policy is part of, and should be read in conjunction with, our Terms and Conditions of Sale.

We reserve the right to change our Return Policy at any time. Return Policy updated on 03/01/2023.

ORDER CANCELLATION

You can request the cancellation of your order by contacting us through the available channels. We will make every effort to fulfill your cancellation request; however, if your order is already being processed or has been shipped, we will not be able to proceed with the cancellation.

Although we make every effort to fulfill your cancellation request, we cannot guarantee that it will be processed in time, so we appreciate your understanding if cancellation is not possible.

If cancellation is not possible, please decline the order. The refund will be processed once your order return is finalized, at no extra cost to the customer.

 ATTENTION: The cancellation request and subsequent return without extra cost (if it is our responsibility) is only valid for shipments within the European Union. If the shipment is outside the European Union (non-EU), you should be aware of the return costs shown in the "Returns (Outside the European Union)" tab.

RETURNS (WITHIN THE EU)

You can return one or more products you received within 14 days of receiving your order, provided the products are intact, sealed, complete, and in their original packaging. The product packaging must not be damaged, altered, or scratched.

To proceed with a return, please contact our Customer Service or via email. customer.service@oxnature.com Please provide your order number, a copy of the invoice, a photograph of the product in question, and a description of the problem. After this contact, we will provide the necessary instructions to proceed with your exchange or return.

IMPORTANT: Under no circumstances should you send the items without prior contact, as they will not be received.

Note 1: Shipping costs to our address are the customer's responsibility, except in cases where the reason for the return or exchange is attributable to us or the carrier.

Note 2 : Exchanges or refunds will only be processed after verification of the product(s) status.

RETURN ADDRESS

Pharmabiz Ltda.

Cristóvão Rodrigues Acenheiro Street, 1st
1300-150 Lisbon
Portugal

PRODUCTS FOR WHICH WE DO NOT ACCEPT RETURNS

  • Products purchased at an outlet cannot be returned.
  • A pack, composed of several products, can only be returned in its entirety.
  • In the case of incomplete or damaged products, products without their original packaging and/or label, or products showing signs of use, returns will not be accepted.
  • If we receive an item in any of the conditions mentioned above, or with the shipping label (transportation document) placed directly on the product packaging, the customer will lose the right to a refund.

NOTE: If you received a product that was the wrong item or defective, Contact us Please contact us immediately so that we can present you with a solution. Please do not throw anything away before contacting us. If you throw the products away, we cannot collect them or offer any refunds.

RETURNS (OUTSIDE THE EU)

The products available on our website are composed of ingredients (as per the formulas presented) that are legal at the time they leave our warehouse; however, these ingredients may not be legal in the chosen destination country for delivery. It is the customer's sole responsibility to verify the legality of these ingredients with the relevant authorities before confirming the order through our website.

OX Nature/Pharmabiz, Inc. is not responsible for any product ordered by the customer and subsequently subjected to any form of legal or tax procedure, restriction, or confiscation by the customs authorities of the destination country.

OX Nature/Pharmabiz, Inc. cannot at all times have full knowledge of the customs laws and regulations in force in all countries around the world due to the ever-changing nature of these laws and regulations. Therefore, any request for payment of additional fees, documentation, or confiscation of the order will always be the responsibility of the customer.

In the case of shipments outside the EU, if your order is returned to us, all delivery and return costs will be borne by the customer. These costs will be deducted from the refund due to the customer (where applicable).

In certain countries, if delivery is not possible due to reasons beyond the control of Pharmabiz, Lda. or the transport service (for example, an incorrect or incomplete address), the order may be destroyed by the transport service, meaning that no refund is applicable.

As soon as a returned order arrives at our facilities, it is inspected to determine if the products were tampered with or damaged during shipping. The customer will be contacted through our Customer Service with important refund information. The refund will correspond to the total order value minus all shipping costs and any return fees that may have been charged by customs authorities. If any of the products have been tampered with or damaged, the costs of those products will also be deducted from the amount to be refunded.

No refunds will be issued for any order returned more than 6 (six) months after the shipping date, regardless of who is responsible for the return (the customer or customs authorities).

If a shipment is confiscated or lost by customs and import services and is not returned to us, OX Nature/Pharmabiz, Lda. will not be able to process a refund. We regret such circumstances, offer our apologies, and hope that more accurate information regarding customs restrictions in the destination country can be obtained.

REFUNDS

OX Nature/Pharmabiz, Inc. will process the refund within a maximum of 5 business days from the day the item arrives at the warehouse.

Refunds will be processed using the same payment method used by the consumer in the initial transaction, unless expressly agreed otherwise and provided the consumer consents. The customer may also choose to receive a refund via a discount coupon, regardless of the initial payment method, and this coupon will be valid for 12 months from the date of processing. After this period, you will not be entitled to any type of refund.

OX Nature/Pharmabiz will not be obligated to reimburse additional delivery costs when the customer/consumer expressly requests a different and more expensive delivery method than the common and least expensive method offered by us.

Except in cases where Pharmabiz offers to collect the goods/products, withholding of the refund is only permitted until the goods are received or until the customer/consumer provides proof of return of the goods/products.

In the event that the ordered products are unavailable, Pharmabiz will inform the customer/consumer of this fact and may provide an alternative product of identical quality and price, provided the customer/consumer expressly consents. If the customer/consumer does not accept the exchange for another identical product, Pharmabiz will refund the amount paid within a maximum period of 30 days from the date of notification of its unavailability.

REFUND METHODS

CREDIT CARD
If the payment was made by credit card, the refund will be issued to the account associated with the credit card that was used for the original payment, and it will appear on the customer's next bank statement.

PAYPAL
If the payment was made via PayPal, the refund will be credited to the corresponding PayPal account and will be available immediately.

BANK TRANSFER
For all other payment methods, the refund will be made via bank transfer, therefore we will request the necessary account details where you wish to receive the refund.

STORE CREDIT
If you prefer, you can also choose to be refunded via store credit, regardless of the original payment method used. This credit will remain in your account indefinitely.

Reimbursement costs within the EU
Bank transfer refunds are free for customers within the European Union with accounts in Euros.

Reimbursement costs outside the EU

REFUND CURRENCY
The refund currency will be Euros (the same currency in which the original payment was made). Therefore, if your local currency is different, there may be exchange rate fluctuations, positive or negative, in relation to the amount you paid at the time. All exchange rate fluctuations will be the sole responsibility of the customer.

OTHER REIMBURSEMENT EXPENSES
In the case of a refund to a non-EU country, or in a currency other than the Euro, all costs arising from the transaction, including bank transfer fees, will be the responsibility of the customer.

Alternative Dispute Resolution

In the event of a consumer dispute, the customer/consumer may always resort to an alternative dispute resolution entity for consumer disputes:

Lisbon Consumer Conflict Arbitration Center

Tel.: 218807030

E-mail: juridico@centroarbitragemlisboa.pt | director@centroarbitragemlisboa.pt | www.centroarbitragemlisboa.pt

In the event of a consumer dispute, the customer/consumer may resort to the European online dispute resolution platform available at: https://webgate.ec.europa.eu/odr

For updates and more information on alternative dispute resolution for registered consumer disputes, please consult the Consumer Portal at: www.consumidor.pt