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 03/11/2021.
When the customer receives the product, he or she must check it as soon as possible after receiving it and always before using it. In case of non-conformity or rejection of the product, the customer has a period of 14 days to return it, from the day after receiving the order. Thus, in the first 14 days if the customer wants to return the product, he or she will be reimbursed for the full amount (product + shipping), in accordance with current law.
All products must be returned unused and in the original packaging, as when received by the customer. Please ensure that when you receive a package, the products are intact, sealed, complete and in their original packaging, which must not be damaged, altered or scratched.
To exercise the right of return, the customer must contact our Customer Service, specify the order number, description or reference of the product(s) you wish to return, a copy of the invoice, and please indicate the reason for the return and what form of refund you prefer.
Did you receive the wrong product?
We apologise if you have received the wrong product by mistake. This is an unusual situation and we intend to resolve it as soon as possible. To receive a refund or replacement, we will collect the product in the same condition as you received it for up to 15 days from the day you received it.
Did you receive a damaged or defective product?
Please accept our apologies if you have received a damaged or defective product. We understand how frustrating this can be and want to resolve it as soon as possible. If you believe the product is faulty, please contact us. You will need to tell us exactly what the problem is and we will advise you what to do next. Our policy on returning defective products is in linw with your legal rights.
You did not receive the product?
We apologise if you have not received your order. This is unusual and we will try to resolve it as soon as possible. Our customer service team will have to check the shipping status of your order and whether the problem is due to an error on the part of the carrier or our team. You will be refunded or we will return your order as agreed. You will need to inform us that you have not received your order within 5 days of receiving an email from us confirming that your order has been dispatched.
Return costs
If Iswari is notified and it is confirmed that there has been an error in the product(s) shipped or that the product(s) has been shipped with a defect, Iswari will bear the costs of return (including shipping costs) by collecting the product(s) in question from the delivery address. To this end, an Iswari customer service representative will contact the customer to schedule the collection and provide further clarification.
Except in cases where Iswari offers to collect the goods/products, a refund can only be refused if the goods have not been received or if the consumer has not provided proof that the goods have been returned.
Returns are generally processed between 7 and 30 working days, after requesting cancellation of the order and receipt of the products. We will process the refund using the same method of payment used by the customer. 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.
Items should be sent to the following address:
Iswari Portugal - Alma & Valor, Lda
Estrada de Miraventos, Lote 4B, 2900-501 Setúbal, Portugal
