Terms and Conditions

Last updated: 13 August 2026
Effective date: 13 August 2026
Version: 4.0 (Release Candidate)

1. Identification and Purpose

These Terms and Conditions govern the use of the website zultem.com and the customer account subdomain account.zultem.com (together, "the Store"), as well as the purchase and sale of products made available through the Store, operated by:

Field Value
Name/Trading name Zultem
Tax ID (NIF) 244007225
Registered office Rua João de Ruão, n.º 12, R/C, Torre Arnado – Espaço CoWork, 3000-229 Coimbra, Portugal
Commercial registration Not applicable
Contact email support@zultem.com

Hereinafter referred to as "Zultem" or "the Operator", a designation that remains valid regardless of the entity's legal form at any given time, including in the event of the future incorporation of a company. The counterparty making a purchase in the Store is referred to as "the Customer".

These Terms and Conditions must be read together with the Privacy Policy, the Shipping Policy, the Returns and Refunds Policy, the Cookie Policy and the Legal Notice, which together form the contractual and informational framework applicable to the relationship between Zultem and the Customer.

2. Acceptance

Use of the Store and the placing of an order imply full acceptance of these Terms and Conditions. If the Customer does not agree with any of the terms set out herein, they should not use the Store or complete any order.

Zultem reserves the right to update these Terms and Conditions in accordance with section 21. The version applicable to each order is the one in force at the time it is placed.

3. Eligibility

The Store is intended for end consumers (B2C), natural persons acting for purposes unrelated to their trade or profession. Purchasing from the Store presupposes legal capacity to contract under applicable law. Minors may only place orders with the authorisation and under the supervision of their legal representative.

4. Products and Pre-Contractual Information

Zultem seeks to ensure that the description, images and price of each product presented in the Store are accurate and up to date. However:

  • Product images are illustrative and minor variations in colour or finish may occur due to the characteristics of the device screen used.
  • Product availability is subject to confirmation, as part of the catalogue is supplied by third parties under section 5.
  • Before completing the purchase, the Customer is provided, on the product page and during checkout, with the pre-contractual information required by law, including the essential characteristics of the goods, total price (tax included), applicable shipping costs, payment methods, estimated delivery time and information on the right of withdrawal.
  • Whenever required by law, the identification and safety information referred to in section 11 is also made available on the product page.

5. Supply Model and Dropshipping

Zultem operates under a model in which products may be shipped directly by partner suppliers, mostly located in the European Union, rather than from Zultem's own stock. This model implies, in particular, that:

  • Orders containing multiple products may be shipped in separate deliveries, with different delivery times from one another;
  • The supplier responsible for shipping may vary depending on the product;
  • Contractual liability towards the Customer lies, in any case, with Zultem, as seller, regardless of the entity that physically ships the product.

Additional information on delivery times, costs and shipping methods is set out in the Shipping Policy. This supply model may evolve in the future, namely through the introduction of Zultem's own stock, in whole or in part, or through changes to the network of partner suppliers, without this requiring a revision of the general principles established herein.

6. Ordering Process and Formation of the Contract

This process complies with the specific duties applicable to electronic commerce set out in Decree-Law No. 7/2004, of 7 January, including as regards the possibility of correcting data-entry errors before confirming the order and the electronic acknowledgement of receipt of the order.

  1. The Customer selects the desired products and proceeds to checkout, providing identification details, contact details, delivery address and payment method.
  2. Before final confirmation, the Customer is shown a summary of the order, including total price and applicable conditions, with the possibility of correcting any data-entry errors before submitting it.
  3. Once the order is submitted, Zultem acknowledges receipt electronically, without undue delay.
  4. The sale and purchase contract is deemed concluded at the moment Zultem sends the Customer confirmation of acceptance of the order by email, and not at the moment the Customer merely submits the order nor at the moment of the acknowledgement of receipt referred to in the previous point.
  5. Zultem may refuse or cancel an order, notifying the Customer, in cases of product unavailability, manifest error in price or description, technical error or stock synchronisation error (under section 18.3), or reasonable suspicion of fraud, refunding any amount charged in the meantime.

7. Price and Payment

  • The prices shown include legally applicable taxes, with shipping costs shown separately before completion of the purchase, unless stated otherwise.
  • Payment is processed through external payment service providers integrated into the Store; Zultem does not access or store complete payment card data. Zultem may, in the future, make additional payment methods available beyond those currently offered, without requiring any amendment to these Terms and Conditions.
  • The order is only confirmed once payment has been validated by the payment service provider.
  • In the event of a manifest and objectively identifiable error in the price shown, Zultem reserves the right not to process the order at the incorrect price, informing the Customer and offering the possibility of confirming the purchase at the correct price or cancelling it with a full refund.

8. Delivery

Delivery conditions, including estimated timeframes, costs, carriers and the procedure in the event of delay, loss or damage, are set out in the Shipping Policy, an integral part of these Terms and Conditions.

9. Right of Withdrawal

Under Decree-Law No. 24/2014, of 14 February, transposing Directive 2011/83/EU on consumer rights, a Customer acting as a consumer has a period of 14 (fourteen) calendar days from receipt of the goods to withdraw from the contract without needing to state a reason and without incurring any penalty, except in the cases of exclusion provided for by law.

The procedure for exercising this right, the applicable exceptions, the costs of return and the refund arrangements are detailed in the Returns and Refunds Policy, an integral part of these Terms and Conditions.

10. Statutory Guarantee of Conformity

Regardless of the right of withdrawal provided for in section 9, the Customer benefits from the statutory guarantee of conformity of goods, under Decree-Law No. 84/2021, of 18 October, which grants the consumer a period of 3 (three) years from delivery of the goods to claim for any lack of conformity existing at the time of delivery.

The procedure applicable in the event of a defective or non-conforming product is detailed in the Returns and Refunds Policy.

11. Product Safety

11.1 Safety commitment. Zultem only makes available in the Store products which, according to information provided by their respective manufacturers and suppliers, comply with the safety requirements applicable to consumer products placed on the European Union market, under Regulation (EU) 2023/988 on general product safety ("GPSR").

11.2 Zultem's role as an economic operator. "Economic operator" is, for the purposes of the GPSR, the umbrella term designating any party subject to obligations under this regulation — including the manufacturer, the importer, the distributor or the fulfilment service provider. Zultem's specific classification within this category is not fixed, depending on the origin of each product and the identity of the other parties in the respective supply chain: Zultem generally acts as a distributor (when it makes available on the market a product already placed on the European Union market by a manufacturer or importer established therein) and, only where the supplier of a specific product is established outside the European Union and there is no other economic operator established in the EU responsible for that product, it may assume the position of importer in relation to that specific product. This classification for GPSR purposes is independent of Zultem's status as seller vis-à-vis the Customer for contractual purposes, arising from the sale and purchase relationship governed by these Terms and Conditions, and the two should not be confused. In any applicable case, Zultem acts with the diligence required by the GPSR, including verifying the identification of the manufacturer and, where applicable, of the person responsible established in the European Union, before making a product available in the Store.

11.3 Identification and traceability. Whenever required by law, each product page identifies the manufacturer and, where the manufacturer is not established in the European Union, the responsible economic operator established in the European Union, as well as the references necessary for the identification and traceability of the product, namely type, batch, serial number or model.

11.4 Potentially unsafe products. Where Zultem has reason to believe that a product made available in the Store presents a risk to consumer health or safety, it must, without undue delay: (i) suspend the availability of the product in the Store; (ii) inform the competent authorities of the Member States in which the product has been made available, through the Safety Business Gateway or another applicable channel; and (iii) adopt appropriate corrective measures, including withdrawal of the product from the market or, where necessary, its recall from consumers.

11.5 Product recalls. In the event of a recall, Zultem directly contacts identifiable Customers who have purchased the product in question, using the details associated with their order or customer account, with clear instructions on the risk identified and the solution provided — repair, replacement or refund, as applicable — at no cost to the Customer.

11.6 Customer reporting of incidents. A Customer who becomes aware of an accident or a safety risk associated with a product purchased in the Store must report it to Zultem through the contacts indicated in the Contact Information, as soon as possible.

11.7 Relationship between supplier, seller and economic operator. Under the supply model described in section 5, the manufacturer of the product is, as a rule, a third-party entity distinct from Zultem. Zultem, as seller vis-à-vis the Customer, remains responsible under this document for the contractual conformity of the product, cooperating with the respective manufacturers, importers and distributors to ensure compliance with the safety obligations applicable to each party in the marketing chain.

12. Retention of Title

Ownership of the products purchased is only transferred to the Customer upon full payment of the respective price. This clause is particularly relevant should Zultem make available payment methods with deferred or instalment settlement; for payment methods in which the price is charged in full at the time the order is confirmed, this retention is, in practice, exhausted at that same moment.

This retention of title is autonomous and does not prejudice, nor is it prejudiced by:

  • The transfer of risk of loss or damage to the goods to the Customer, which occurs as set out in the Shipping Policy, regardless of whether ownership has already been transferred;
  • The Customer's right of withdrawal (section 9), which may be exercised regardless of the payment status, with the consequences set out therein regarding the return of the goods and refund of the price;
  • The statutory guarantee of conformity (section 10), which the Customer is entitled to from delivery of the goods, regardless of the transfer of ownership.

This clause applies solely as a guarantee for the fulfilment of the payment obligation and does not constitute grounds for Zultem to refuse or hinder the exercise of any legal right of the Customer as a consumer.

13. Promotions, Coupons and Gift Cards

13.1 Promotions. Zultem may offer one-off promotions, with their own conditions and validity period, indicated at the time they are announced. Unless expressly stated otherwise, promotions may not be combined with each other or with other coupons.

13.2 Discount coupons. Discount coupons are, unless stated otherwise, personal and non-transferable, have no monetary refund value and expire within the period indicated at the time of issue. Zultem reserves the right to invalidate coupons used fraudulently or in breach of their conditions.

13.3 Gift cards. Should Zultem make gift cards available, these will be governed by the specific conditions communicated at the time of their purchase or issue, which will specify, in particular, their validity period, terms of use and the regime applicable to unused balances, always in accordance with applicable law. Gift cards do not constitute a generic means of payment outside the Store and are not refundable in cash, except where required by applicable law.

13.4 Relationship with consumer rights. The conditions set out in this section relate exclusively to the operation of promotions, coupons and gift cards as commercial mechanisms and do not affect, restrict or replace, under any circumstances, the right of withdrawal (section 9) or the statutory guarantee of conformity (section 10) applicable to products purchased using these mechanisms.

14. Product Reviews

14.1 Publication. Zultem may allow Customers who have purchased a product to publish reviews of their experience, with the aim of informing other consumers.

14.2 Content and conduct. Reviews must reflect the genuine experience of their author with the product; the publication of false, misleading, offensive or discriminatory content, or content that infringes third-party rights, is prohibited. Zultem does not write or manipulate the content of reviews submitted by Customers.

14.3 Moderation. Zultem may moderate, refuse or remove reviews that breach the preceding point, that are manifestly fraudulent or that do not correspond to a verified purchase, without prejudice to the author's right to be informed of the reasons, upon request.

14.4 Intellectual property in reviews. The Customer retains copyright over the content of any review they submit, granting Zultem a non-exclusive, royalty-free licence, valid for as long as the review remains published, to reproduce it and communicate it publicly in the Store and in materials associated with the promotion of the products.

14.5 Personal data in reviews. The name or other personal data that may be associated with a review are processed in accordance with the Privacy Policy. The Customer may, at any time, request the removal of the review or of the personal data contained therein, through the rights set out in the Privacy Policy, without affecting the validity of reviews submitted by other Customers.

15. Customer Account

Access to account.zultem.com is optional and allows the Customer to view order history, manage contact details and track the status of deliveries. The Customer is responsible for the confidentiality of their access credentials and for all activity carried out through their account, and must notify Zultem immediately in the event of unauthorised use.

Zultem may suspend or close an account in the event of fraudulent or abusive use, or use in breach of these Terms and Conditions, notifying the Customer whenever feasible.

16. Intellectual Property

All content made available in the Store — including brand, logo, texts, images, design, structure and software — is the property of Zultem or its licensors and is protected by applicable intellectual property legislation. Reproduction, distribution, modification or commercial use of this content without the prior express authorisation of Zultem is prohibited, except for strictly personal, non-commercial use associated with normal use of the Store. Additional rules regarding the protection of this content, including the procedure for reporting infringements and use by automated systems, are set out in the Legal Notice.

17. Customer Obligations and Acceptable Use

The Customer undertakes to:

  • Provide true, accurate and up-to-date information when registering and placing orders;
  • Use the Store lawfully, without interfering with its normal operation or attempting to improperly access third-party systems or data;
  • Not use the Store for fraudulent or unlawful purposes, or purposes that infringe third-party rights.

Breach of these obligations may result in the refusal or cancellation of orders and, where applicable, the suspension of access to the Store, without prejudice to other legally permissible measures.

18. Availability, Maintenance and Changes to the Store

18.1 Availability and technical maintenance. Zultem makes reasonable efforts to keep the Store available and functioning properly, but may temporarily suspend access, in whole or in part, for the purposes of technical maintenance, updates or error correction, seeking to schedule such interruptions so as to minimise the impact on the Customer's experience. These temporary suspensions do not affect orders already confirmed.

18.2 Changes to the catalogue. Zultem may, at any time, add, change or remove products from the Store's catalogue, without this affecting orders already confirmed under section 6.

18.3 Technical, stock and synchronisation errors. Given the supply model described in section 5, the stock information shown in the Store depends on data supplied by Zultem's partners and suppliers, and synchronisation errors may occasionally occur between that information and the actual availability of the product. Should the effective unavailability of a product be found after confirmation of an order, due to a technical or synchronisation error, the cancellation and refund procedure set out in section 6 applies, and the Customer is entitled to a full refund of the amount paid for the product in question.

18.4 Typographical and description errors. In the event of a manifest typographical error in the description, characteristics, images or price of a product — easily identifiable as such by an average, attentive and informed consumer —, Zultem may correct the incorrect information and, if the order has already been placed on the basis of that information, apply the procedure set out in section 7 regarding manifest price errors, with the necessary adaptations.

19. Electronic Communications

By using the Store and placing an order, the Customer agrees to receive electronic communications from Zultem related to the performance of the contract, namely order confirmations, invoices, updates on delivery status and communications relating to the exercise of their rights as a consumer. These communications are contractual in nature and do not constitute direct marketing, and therefore do not depend on the marketing consent set out in the Cookie Policy, which remains separately necessary for sending newsletters and promotional communications, in accordance with the Privacy Policy.

20. Limitation of Liability

Zultem is liable under general legal principles for damages resulting from culpable breach of its contractual obligations. Nothing in these Terms and Conditions limits or excludes Zultem's liability in cases where such limitation or exclusion is not legally permissible, namely in cases of wilful misconduct, gross negligence, or damages resulting from death or personal injury, nor the liability arising under the product liability regime for defective products, under Decree-Law No. 383/89, of 6 November, which cannot be excluded or limited vis-à-vis the injured party.

20.1 Force majeure. Zultem is not liable for the failure to perform, or delay in performing, any obligation arising from a force majeure event, understood as any unforeseeable and unavoidable event, beyond Zultem's will and reasonable control, that objectively renders timely performance of the obligation in question impossible or excessively onerous — including, by way of example, natural disasters, acts of public authority, armed conflicts, general strikes or prolonged and widespread failures of essential third-party infrastructure, namely the technology platform, payment service providers or the logistics partners used by Zultem.

20.2 Effects of force majeure. Should a force majeure event occur, Zultem will inform the Customer as soon as possible, and the affected obligations will be suspended for the period during which the event persists. Should the force majeure event persist for a period that renders performance of no reasonable interest to the Customer, the Customer may terminate the contract with respect to the affected part, with the right to a refund of the amounts already paid for that part.

20.3 Other limitations. Without prejudice to the foregoing:

  • Zultem does not guarantee uninterrupted or error-free availability of the Store, although it makes reasonable efforts to ensure its proper functioning;
  • Zultem's liability for indirect damages or loss of profits arising from use of the Store is excluded to the maximum extent permitted by law, without prejudice to consumers' non-waivable rights.

21. Changes to the Terms and Conditions

Zultem may update these Terms and Conditions to reflect legal, technical, operational or business model changes, including any changes to the Operator's legal structure, the supplier network, payment methods or the markets served. The version applicable to each order is the one published on zultem.com at the time it is placed. Substantial changes will be communicated by appropriate means.

22. Governing Law and Jurisdiction

These Terms and Conditions are governed by Portuguese law. Where the Customer is a consumer habitually resident in another Member State of the European Union, namely Spain, the choice of Portuguese law may not, under any circumstances, deprive the Customer of the protection afforded by the mandatory consumer protection provisions of the law of their country of habitual residence, under Article 6(2) of Regulation (EC) No. 593/2008 (Rome I).

For the resolution of disputes, the courts of the district of the Operator's registered office have jurisdiction, without prejudice to the consumer's right to bring proceedings before the court of their domicile, where the applicable procedural law so provides.

23. Alternative Dispute Resolution

In the event of a consumer dispute that is not resolved directly with Zultem through the contacts indicated in the Contact Information, the Customer may turn to a competent alternative consumer dispute resolution (ADR) entity.

Information note: the European Online Dispute Resolution (ODR) Platform, previously made available by the European Commission under Regulation (EU) No. 524/2013, was discontinued on 20 July 2025, following Regulation (EU) 2024/3228, and is no longer available for submitting complaints.

In Portugal, the Customer may use the Electronic Complaints Book (Livro de Reclamações Eletrónico) (www.livroreclamacoes.pt) and the competent ADR entities, an up-to-date list of which is available at www.consumidor.gov.pt. Customers residing in Spain may turn to the territorially competent Juntas Arbitrales de Consumo (Consumer Arbitration Boards) or the accredited entities indicated by the Spanish consumer authorities.

This document forms an integral part of Zultem's set of legal documents, which also includes the Privacy Policy, the Shipping Policy, the Returns and Refunds Policy, the Cookie Policy, the Legal Notice and the Contact Information.