Returns and Refunds Policy
Last updated: August 13, 2026
Effective date: August 13, 2026
Version: 4.0 (Release Candidate)
1. Scope
This Returns and Refunds Policy details the exercise of the right of withdrawal and the legal guarantee of conformity, both referred to in the Terms and Conditions, of which this document is an integral part, with respect to products purchased in the Store operated by Zultem (NIF 244007225), hereinafter "Zultem" or "the Operator" — a designation valid regardless of the legal form of the entity at any given time.
This document expressly distinguishes two regimes with distinct grounds, time limits and effects: the right of withdrawal (sections 2 to 6) and the legal guarantee of conformity (sections 7 to 9).
2. Right of Withdrawal — Time Limit
Under Decree-Law No. 24/2014, of 14 February, the Customer acting as a consumer has a period of 14 (fourteen) calendar days to withdraw from the purchase contract without the need to state a reason, counted:
- From the date of receipt of the goods, in the case of an order for a single product;
- From the date of receipt of the last item, in the case of an order for multiple products delivered separately;
- From the date of receipt of the last batch or piece, in the case of goods delivered in batches or multiple pieces.
3. How to Exercise the Right of Withdrawal
The Customer may exercise the right of withdrawal by means of an unequivocal statement addressed to Zultem, through the contacts indicated in the Contact Information, before the time limit indicated in section 2 has expired. For this purpose, the Customer may use the following model form or any other unequivocal statement:
Withdrawal Form
To: Zultem — support@zultem.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [description of the product(s)]
Ordered on: [date] — Received on: [date]
Customer name: [name]
Customer address: [address]
Date: [date]
After notifying the decision to withdraw, the Customer has 14 days to physically return the product(s) to Zultem or to whomever Zultem indicates.
4. Condition of Returned Products
The Customer must return the product without improper use, with all accessories, and, whenever possible, in its original packaging or in packaging providing equivalent protection. Handling of the product to the extent necessary to establish its nature, characteristics and functioning, as would be permitted in a physical store, is permissible — a criterion consistent with that set out in Decree-Law No. 24/2014 for purposes of the right of withdrawal.
The Customer is liable for any diminished value of the goods resulting from handling beyond that necessary for such verification, and such diminished value may be deducted from the amount to be refunded. This diminished value is assessed on the basis of objective criteria — namely the condition of the goods at the date of return, compared with the condition they would be in following normal verification, similar to that which could be carried out in a physical store — and is not applied automatically or as a penalty for the mere exercise of the right of withdrawal.
5. Costs and Risk of Return
Unless otherwise indicated to the Customer at the time of purchase or of withdrawal, the direct costs of returning the product are borne by the Customer. Zultem will inform the Customer, where applicable, of estimated return costs or of the availability of a prepaid return label for certain products or campaigns.
The risk of loss of or damage to the goods during return transport is borne by the Customer until the goods are actually received by Zultem or by whomever Zultem indicates, except where Zultem has specified to the Customer the carrier or shipping method to be used, in which case the risk passes at the moment the goods are handed over to that carrier. To mitigate this risk, the Customer is advised to:
- Package the product appropriately and securely, preferably in its original packaging or in packaging providing equivalent protection, so as to avoid damage during transport;
- Use a shipping service with proof of delivery and, whenever possible, with transport insurance, especially for higher-value goods;
- Keep proof of shipment and the tracking number until Zultem confirms receipt of the goods, since proof of shipment within the applicable time limit may be relevant for the purposes of section 6.
6. Refund under the Right of Withdrawal
Zultem shall refund all amounts paid by the Customer, including the delivery costs initially charged (except for the additional cost arising from the Customer's choice of a delivery method other than the least expensive standard delivery method offered by Zultem), without undue delay and, in any event, within a maximum period of 14 days from the date on which Zultem is informed of the Customer's decision to withdraw.
Zultem may withhold the refund until it has received the returned goods, or until the Customer has supplied evidence of having sent back the goods, whichever is the earlier. The refund is made using the same means of payment used for the original transaction, unless expressly agreed otherwise with the Customer, and without incurring any additional costs for the Customer as a result of the refund itself.
7. Exceptions to the Right of Withdrawal
Under Article 17 of Decree-Law No. 24/2014, the right of withdrawal does not apply, in particular, to the following cases:
- Goods made to the Customer's specifications or clearly personalized;
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, and which were unsealed after delivery (e.g., personal hygiene or cosmetic products with a broken security seal);
- Goods which, after delivery, and due to their nature, have become inseparably mixed with other items;
- Goods which deteriorate or expire rapidly;
- Other situations expressly provided for in Article 17 of the aforementioned law.
The applicability of these exceptions to a specific product is indicated, whenever relevant, on the respective product page.
8. Legal Guarantee of Conformity — General Regime
Regardless of whether or not the right of withdrawal is exercised, the Customer acting as a consumer benefits from the legal guarantee of conformity of the goods, under Decree-Law No. 84/2021, of 18 October. Zultem is liable for any lack of conformity which becomes apparent within 3 (three) years from the date of delivery of the goods, and any lack of conformity which becomes apparent within 2 (two) years from that date is presumed to have already existed at that date, unless proven otherwise or unless this presumption is incompatible with the nature of the goods.
9. Procedure in the Event of a Defective or Non-Conforming Product
- The Customer contacts Zultem through the means indicated in the Contact Information, describing the lack of conformity and, whenever possible, providing photographs.
- Zultem assesses the situation and may request additional information or documentation, including from the product's supplier.
- Once the lack of conformity is confirmed, the Customer is entitled, at their choice, to have conformity restored through repair or replacement of the goods, free of charge and within a reasonable time.
- If repair or replacement is impossible, disproportionate, or is not carried out within a reasonable time or without significant inconvenience to the Customer, the Customer is entitled to an appropriate price reduction or to termination of the contract, with a full refund, unless the lack of conformity is minor.
- None of these rights entails any cost to the Customer, including shipping, labor or material costs necessary to restore the conformity of the goods.
If the reported lack of conformity involves, in addition to a mere conformity defect, a risk to the Customer's safety or health, the product safety regime described in the Terms and Conditions shall additionally apply, including, where applicable, the product withdrawal or recall procedures set out therein.
10. Relationship with the Shipping Policy
Matters relating to the shipping process, carriers and delivery times for replacement products are governed by the Shipping Policy, applicable, with the necessary adaptations, to the shipment of replacements under this Policy.
This document forms an integral part of Zultem's legal document set, which also includes the Privacy Policy, the Terms and Conditions, the Shipping Policy, the Cookie Policy, the Legal Notice and the Contact Information.