At IVI Store, we aim to provide a transparent and secure shopping experience. This policy explains the conditions for returns, cancellations, and refunds for orders placed through our online store, in accordance with applicable consumer protection laws.
1. Right of Withdrawal — 14 Days
Consumers have the right to withdraw from a purchase within 14 calendar days without providing a reason, except where legal exemptions apply.
The withdrawal period begins on the day after the consumer, or a third party designated by the consumer other than the carrier, receives the product. If items from the same order are delivered separately, the period begins after receipt of the final item.
To exercise this right, customers must notify us of their decision by sending a clear statement to hello@ivistore.pt before the 14-day period expires.
After notifying us of the withdrawal, customers have 14 days to return the products.
2. Return Conditions
Products should be returned unused, in their original packaging, together with all accessories and items included in the order. For hygiene and safety reasons, products supplied with protective hygiene seals must remain sealed where the statutory hygiene exemption applies.
Consumers may be responsible for any reduction in the value of products resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
These conditions do not affect statutory consumer rights.
3. Cosmetics and Hygiene Products
For health protection and hygiene reasons, the statutory right of withdrawal does not apply to sealed goods that, by their nature, are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
This exemption may apply to certain cosmetic and personal hygiene products where the legal requirements are met.
Opening the outer packaging alone does not necessarily remove the right of withdrawal. Eligibility depends on the nature of the product and whether a protective hygiene seal has been removed.
These restrictions do not affect statutory rights relating to defective, damaged, or non-conforming products.
4. How to Request a Return
To request a return, please contact hello@ivistore.pt and provide:
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Order number;
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Name associated with the order;
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Product you wish to return;
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A statement that you wish to exercise your right of withdrawal, or a description of the issue where applicable.
Once we receive your request, we will provide return instructions and the return shipping address.
We recommend contacting our team before sending any product to help ensure that your return is processed correctly.
5. Return Shipping Costs
Customers are responsible for the direct cost of returning products when exercising their right of withdrawal, unless otherwise required by applicable law.
We recommend using a tracked shipping service and retaining proof of postage.
If a return is due to a defective, damaged, incorrect, or non-conforming product, IVI Store will cover the necessary costs of resolving the issue in accordance with applicable law.
6. Refunds
For a valid exercise of the statutory right of withdrawal, refunds will be issued within 14 days of receiving the customer's withdrawal notification.
IVI Store may withhold the refund until the returned products have been received or the customer provides evidence of having sent them back, whichever occurs first.
Refunds will include eligible payments received, including the cost of the standard delivery option initially offered. Additional costs for premium or express delivery options will not be refunded.
Refunds will be made using the original payment method unless expressly agreed otherwise, without additional charges to the consumer.
Where legally permitted, a deduction may be made for any reduction in product value caused by excessive handling.
7. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact hello@ivistore.pt, preferably as soon as possible after delivery.
To help us assess the issue, we recommend providing your order number, a description of the problem, and photographs where possible.
All statutory rights relating to defective or non-conforming goods remain fully applicable.
8. Order Cancellations
Customers may request cancellation before their order has been dispatched by contacting hello@ivistore.pt.
If the order has already been dispatched, customers may exercise their statutory right of withdrawal under the conditions outlined in this policy, where applicable.
9. Exchanges
For information about product exchanges, please contact hello@ivistore.pt.
Voluntary exchanges are subject to product availability and the conditions communicated by our team, without affecting statutory consumer rights.
10. Contact Information
IVI Store
Email: hello@ivistore.pt
Website: https://ivistore.pt
11. Consumer Rights
Nothing in this policy limits or excludes consumer rights under applicable law, including the statutory right of withdrawal for distance contracts and legal rights relating to the conformity of goods.