18. PRODUCT RETURNS - VOLUNTARY RIGHT OF CANCELLATION
18.1. If for any reason the order does not correspond to your expectations, you have the legally established right to cancel the contract within 14 days. To do this, you must send the products to our facilities.
18.2. The right of voluntary cancellation expires after 14 days from the date of receipt of the order by the customer or a third party (except the shipping company) indicated by the customer. To exercise the right to cancel the contract, you may contact us via our e-mail: ids@ids-indesa.com, via social media services (Facebook or Instagram), or any other means that proves unequivocally your decision to cancel this contract. In order to comply with the period to exercise the right of voluntary cancellation, just send us your notice before the contract cancellation period expires.
18.3. After contacting us to inform us that you wish to exercise your right to cancel the contract, you will be given instructions on how to proceed with the return of the product. Under no circumstances should you send the products without prior contact, as they will not be considered for return. After contacting us and been given the return details, you should send us the product properly packaged and in the conditions mentioned below, to our address: IDS Investigação Desenvolvimento Saúde, Unipessoal, Lda, Rua do Moderno, Lote 1, Casais Quintão, Várzea, 2005-021 Santarém. If you wish to return any of the products, you may also go directly to our facilities, accompanied by the purchase invoice. Any return of articles must respect the following:
a) Return of products in good condition (in saleable condition), with original packaging unopened, undamaged, untried and accompanied by the respective invoice. If the packaging is damaged and the products show obvious signs of use, we will not accept the return nor the refund.
b) In the case of promotional packs, both the outer packaging and the products that are inside must be intact, untouched and accompanied by the respective invoice. If the packaging is damaged and the products show obvious signs of use, we will not accept the return nor the refund.
18.4. When carrying out a refund or a credit of the amount, the refunded amounts or credits (for online shop purchases) will be made for the total value of the order (products plus shipping costs), except international orders, where only the value of the products will be refunded or credited, excluding shipping costs. The costs regarding the shipping to our address are borne by the customer, except if the return is carried out due to transport damage or technical problems of the product. In these cases, shipping costs will be assumed by IDS. The refund will only be made after the product arrives at our facilities and it had been checked for proper condition and compliance with the conditions described above. This check is carried out as soon as the products arrive at our facilities and the amount will be refunded within 48 hours. If the products do not meet the above-mentioned requirements for return, the non-conformities detected will be communicated to the customer via e-mail, with supporting pictures, within 24 hours after the products have been received at our facilities.
18.5. In the case of a partial return (one or more products of an order, but not the whole order), only the amount corresponding to the product(s) to be returned will be refunded. For everything else the above conditions apply.
19. PRODUCT REPLACEMENT
19.1. If for any reason a product does not meet your expectations, you may get a replacement within 14 days after the order has been received by the customer or a third party (except the shipping company) indicated by the customer. To do this, you must send your products to our facilities.
19.2. To get the replacement, you may contact us via our e-mail: ids@ids-indesa.com, via social media services (Facebook or Instagram), or any other means that proves unequivocally your decision. You must also specify the article that you want to replace, as well as the reason for the replacement.
19.3. After contacting us to inform us that you want a replacement of the product, you will be given instructions for the further proceeding. Under no circumstances should you send the products without prior contact as they will not be considered for the replacement. After contacting us and been given the replacement details, you should send us the product properly packaged and in the conditions mentioned below, to our address:
IDS Investigação Desenvolvimento Saúde, Unipessoal, Lda,
Rua do Moderno, Lote 1
Casais Quintão, Várzea,
2005-021 Santarém
If you wish to replace any of your products, you may also go directly to our facilities, accompanied by the purchase invoice. Any replacement of articles must respect the following:
a) Return of products in good condition (in saleable condition), with original packaging unopened, undamaged, untried and accompanied by the respective invoice. If the packaging is damaged and the products show obvious signs of use, we will not accept the replacement of the products.
b) In the case of promotional packs, both the outer packaging and the products that are inside must be intact, untouched and accompanied by the respective invoice. If the packaging is damaged and the products show obvious signs of use, we will not accept the replacement of the products.
19.4. If you wish to replace a product, both the shipping costs to our address and the amount corresponding to the shipping costs of the new product shall be borne by the customer, except if the reason for the replacement is due to transport damage or technical problems of the product(s). In these cases, shipping costs will be assumed by IDS. The replacement will only be carried out after the product has arrived at our facilities and it had been checked for proper conditions and compliance with the conditions described above and the shipping costs for the new product(s) have been paid. This check is carried out as soon as the product has arrived at our facilities. If the product does not meet the above-mentioned requirements for return, the customer will be informed about the non-conformities detected via e-mail, with supporting pictures, within 24 hours after the product has been received at our facilities.
20. CANCELLATION OF ORDERS
20.1. The "Purchaser" may cancel the order before the shipment is carried out. If the "User" places an order and wishes to cancel it, he/she must first check the order status through the "My account" menu, located at the top right of the main page of the website www.ids-indesa.com, then click on "Order history", and if the order status mentions "Pending" or "Paid", the order can still be cancelled. To do so, the “User” may contact our Customer Support Service via our e-mail ids@ids-indesa.com, via social media services (Facebook or Instagram), or any other means that proves unequivocally the user's decision to cancel the order.
20.2. If the cancellation request is successful, the customer will be notified by e-mail of this decision and the cancellation will be processed at no cost to the customer. If the order has already been paid, the refund of the amount paid will be carried out within 48 hours.
20.3. In the case of a partial cancellation (one or more products of an order, but not the totality of the order), and if in the course of this partial cancellation, the total value of the order becomes lower than 39€, the customer will be informed that he/she will have to pay the value of the shipping costs (3.90€). If the customer maintains the interest in sending the order, the shipping costs will be subtracted from the amount to be returned.
20.4. If the request for cancellation is not possible because the order has already been shipped, the products will be sent to the "Purchaser" who, if he maintains his intention to cancel the order, must return these products under the conditions referred to in article 18 of this document.
20.5. Upon confirmation of the return and receipt of the product at the head office of IDS, the cancellation (refund) will be processed within 48 hours.
20.6. If the order is to be picked up at our facilities, it may be cancelled at any time. If the "Customer" has already paid for the products, he can receive the refund at our facilities, or he may keep the amount as a credit for purchases in the online shop, according to the customer’s preference.
21. CONDITIONS APPLICABLE TO PROMOTIONS (DISCOUNT AND/OR VOUCHER CODES)
21.1. When used in accordance with the established rules, a promotion code or discount voucher entitles the user to take advantage of a promotion/discount on the purchase of a specific product or for a set of products, during the period indicated/associated with the promotional code or campaign.
21.2. Promotional codes are personal and non-transferable and can only be used on online purchases carried out on the website. It is not permitted to sell, exchange or donate a promotional code. The customer who holds the promotional code may not upload or make available a promotional code on any website or any other public form related to offers, donations, sales or exchanges. The use of promotional codes for commercial purposes is not permitted.
21.3. The use of a promotional code is limited to one use per product and/or per order. Promotional codes are not combinable with any other promotions or special offers.
21.4. Promotional codes cannot be exchanged for cash and will not be re-issued or refunded.
21.5. Without prejudice to any other rights, IDS reserves the right to immediately invalidate the issued promotional code if IDS suspects that a promotional code is being used improperly, abusing the assumptions mentioned above.
22. VALIDITY PERIOD OF PROMOTION OR COMMERCIAL CAMPAIGNS
22.1. Promotional offers or commercial campaigns that are advertised on the website www.ids-indesa.com are valid only for the period and under the conditions that are mentioned in the datasheet of each article in promotion.
22.2. In the case of returns or replacements of goods which were purchased during commercial campaigns or promotions, you will only be credited or given the amount you effectively spent on the purchase of the product you wish to return or replace.
