1. Shipping of Products and Deliveries
1.1. Products ordered from the NATUREME online store will be shipped and delivered on weekdays, from Monday to Friday.
1.2. We can only guarantee the good delivery of an order if the shipping address of the products is well indicated by the User, and that address is located in a home or an office located in one of the countries mentioned in the list of countries available in the select field at Checkout.
1.3. A delivery is considered effected or a product is considered delivered with the signature of the delivery receipt at the agreed address.
2. Shipping Cost and Delivery Times
2.1. The shipping costs associated with your order will be invoiced per order, that is, if you order more than one item, you will only pay the shipping costs once. However, BIOMENA reserves the right to split delivery of the order, for example, if part of the order is delayed or unavailable. In case we proceed with the division of the order, the customer will be notified, by email, of our intention. For this purpose, the e-mail address provided by the customer at the time of purchase will be used.
2.2. In mainland Portugal and the Madeira and Azores Archipelago, deliveries will be free for purchases equal to or greater than 50 Eur. For purchases below this amount, shipping costs of 5 Eur will be charged.
2.3. In Spain, deliveries will be free for purchases equal to or greater than 80 Eur. For purchases below this amount, shipping costs of 8 Eur will be charged.
2.4. In all European Union countries (except Portugal and Spain), deliveries will be free for purchases equal to or greater than 100Eur, with the exception of countries with customs and tax policies different from most European Union countries. For purchases below this amount, shipping costs of 10 Eur will be charged.
2.5. In all countries outside the European Union, deliveries will be free for purchases of 150Eur or more. For purchases below this amount, shipping costs of 15 Eur will be charged.
2.6. Orders sent to countries outside the European Union or with customs and tax policies different from most European Union countries, may be subject to taxes, customs duties and fees charged in the country of destination (Import Fees). The recipient of an international transfer may be subject to Import Fees, at the time the transfer arrives in your country. The recipient may incur additional customs clearance charges. NATUREME does not control these charges nor is it able to make an estimate. Customs policies vary widely from country to country, so the customer should contact the local customs office for more information. When customs clearance procedures are necessary, there may be a delay in relation to the estimated shipping time.
2.7. Upon delivery, the Buyer must inspect the packaging and the products shipped in order to ascertain any damage. If it finds that the products are damaged, the customer must not accept delivery of the order, which must be returned immediately through the Return mechanism provided for at www.natureme.pt. BIOMENA will refund the amounts paid for the order and shipping as soon as, at your headquarters, receive and complete the return process.
2.8. The order is considered accepted if, after receiving the order, the Buyer does not return the order within the next 15 days.
3. Delivery Times for Orders
3.1. After your order is registered, the respective payment is confirmed and all parts of your order are available, BIOMENA commits itself to proceed with the shipment observing the following delivery times: – In mainland Portugal, within a maximum period of 2 working days. – In the Archipelago of Madeira and the Azores and in Spain, between 2 and 4 working days, – In the European Union (except Portugal and Spain), between 2 and 4 working days approximately. – In all countries outside the European Union, we will deliver the order within an indicative period of between 6 and 10 working days.
3.2. BIOMENA will not be responsible for non-compliance, or delays in the fulfillment, of any shipping obligation that has as a result of a force majeure event, that is, an event, act or omission, beyond its reasonable control.
4. Product Exchanges and Returns
4.1. All products are individually identified with a security tag. If you intend to return the purchased product, do not remove the security label or seal on the purchased product.
4.2. If BIOMENA decides to return the purchased products, it has the right not to accept the return of products if the returned parts do not have the corresponding security label or seal, or when the labels have been altered from their original state or damaged.
4.3. Upon receipt of the order, the Buyer has a period of 15 days to return or exchange his / her item (s) if he / she finds that they have defects or other non-conformities in relation to the products ordered, or by simple withdrawal, without the need to expressly justify the reason.
4.4. BIOMENA only allows changes of color and / or size different from the purchased item. If you want to exchange for another item, a voucher will be issued for the exchange value so that you can proceed with the new order.
4.5. The costs of a first return or exchange will be borne by BIOMENA. In subsequent returns and exchanges, shipping costs will be borne by the customer (except for quality reasons).
4.6. The exchange or return of orders from the Buyer must be carried out through the same carrier that delivered the purchases to your address, as follows:
- Place the item in a box. You can use the original packaging in which you received the order or another cardboard box, as long as it is not damaged. If you use the original packaging, empty it and place only the item you want to return. Close the box and seal it with tape. If the box has any labels, stickers, or other materials from previous shipments, remove them.
- The collection will be made within a maximum period of 3 working days after making the return request. You will be contacted by customer service to schedule the collection of parts. If you are not at the address indicated at the time of collection, a new collection will be scheduled at a date / time to be agreed between the customer and the shipping company.
- Collections are not made on holidays and weekends.
- After receiving the product in our warehouse, the Quality Department will check if the part is in compliance with our requirements for Exchange or Return. If so, the exchange will be confirmed or the chargeback made.
- For the refund of the amount paid, BIOMENA makes available to the User two options: issue of a voucher in the value of the returned parts, which can be discounted only at the NATUREME online store within a maximum period of 6 months. from the date of issue; or the chargeback itself, using the same payment method used for the purchase.
4.7. The pick-up appointment with the carrier will be made by BIOMENA within 2 working days, after receiving confirmation of exchange / return. The collection will be made from Monday to Friday, not being possible to schedule a specific time.
4.8. After receiving all the products ordered, or only part of them, at our facilities, we will proceed with their treatment within a maximum period of two working days. In case the return is confirmed, the amount will be returned to you using the same payment method. Refunds are only made to the account / card that gave rise to the purchase. In the case of a simple exchange of article, color or size, then, after checking the availability of this product, it is sent to the address you indicate in the exchange process.
5. Cancellation of Orders
5.1 Before shipping, the Buyer may cancel the order of products. If the User places an order and wishes to cancel it, he / she must, at first, check the status of the order through the My Account menu, located in the upper right corner of the main page of the website www.natureme.pt, loading later in Orders and, if the order status mentions Registered, then there is a possibility that it will still be canceled. For this, the User must contact our Customer Service and request the cancellation of their order.
5.2. If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed at no cost to the customer.
5.3. If the cancellation request is not possible because the order has already been shipped, the products will be sent to the Buyer who, if he / she maintains his intention to cancel the order, must refuse to receive them by clicking on the online store NATUREME the return mechanisms.
5.4. Upon confirmation of the return and receipt of the order at BIOMENA, the respective chargeback will be processed.
