Updated July 10, 2024

Return and refund policy

Framework

This return policy was developed based on current legislation and may be updated without prior notice.

Free resolution and return period

The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the product(s)) and without the need to indicate the reason, within 14 (fourteen) days, counting from the from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).

Therefore, in the case of exercising the right of free resolution, any purchase made in the store can be returned within 14 days after receipt. After this period, we will not be able to offer a refund or exchange of the item(s).

If the customer wishes to exercise the right of Free Contract Termination, he must complete and deliver any unambiguous declaration of contract termination. You can, by contacting the store, within the above period, request the Free Resolution form or indicate your intent via email at info@neptunpearl.com, stating explicitly that you wish to terminate the contract.

Termination statements made by email must reference the following data:

• Name of the recipient;
• Telephone/cell phone contact;
• Order number;
• Order date;
• Date of receipt of the order;
• Number of products and/or services purchased.

Upon receiving the request for free termination of the contract, we will give a response as soon as possible to speed up and schedule the collection of the product(s) purchased.

Return conditions

For a purchase to be eligible for return, the items purchased must be in the same condition as they were delivered. They must also be returned in the original packaging and without signs of misuse or mishandling.

Products considered perishable cannot be returned. Examples include the following: oysters, algae, marine plants.

Returns made under this policy must be made directly to the merchant and not to the supplier or distributor of the products and/or services.

Documentation

For the return process to be completed, you will need to include the purchase invoice, proof of payment and return form.

Reimbursement

The refund of the value of the product(s), as well as delivery costs, will be full within 14 days from the date on which we are informed of the free resolution decision.

Neptunpearl.com is not obliged to reimburse additional return costs as a different and more expensive collection method for product(s) than the one presented by us. In the event that collection of the product(s) from the customer is requested by Neptunpearl.com, the refund process will be initiated upon due receipt of the product(s). The customer will be notified by info@neptunpearl.com regarding this process.

The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement and in which the customer does not incur any costs as a result of the refund.

If you do not receive your refund within the indicated time frame, please check your bank account again. If you still cannot confirm the deposit of the amount, also try to contact your bank manager. If you still don't have feedback, try contacting the bank. After these steps, you can contact us at info@neptunpearl.com.

Exchanges

An exchange of items is only accepted when the order is defective, incomplete, incorrect or damaged during delivery. If you would like to exchange an item, you must contact us by email at the following address: info@neptunpearl.com.

Offers

If the item was a gift, it will only be accepted for exchange and upon presentation of the respective gift receipt.

Shipping costs

The shipping costs initially paid will be included in the amount to be reimbursed, as provided for in current legislation in Decree-Law No. 24/2014.

If the customer wishes to use a collection method other than that defined by Neptunpearl.com, the customer will be responsible for paying additional shipping costs for returning the product to the store, whether for return or exchange purposes.

We cannot guarantee that items will be returned or arrive in the same condition as when they were shipped.

International returns

In the case of an order delivered abroad, the return process is carried out based on the conditions mentioned above.