Geographic Scope

• Applicable to Portugal:
  • All conditions below (deadlines, return address, etc.) apply to all customers.
• Rest of the World:
  • Returns or exchanges must be sent exclusively to the address in Amadora, Portugal.

Undelivered Orders

• Cause attributed to the seller (e.g. loss):
  • Full refund of the amount paid or free re-dispatch of the order.
• Cause attributed to the customer:
  • Refund of the amount paid, deducting shipping and return costs.

Cancelled Orders

• Automatic cancellation:
  • Occurs after 2 business days if payment is not completed.
• Cancellation requested by the customer:
  • Contact customer support (contact form, email or WhatsApp), stating:
    • Order/invoice/sale number.
    • Products to return.
    • Reason for cancellation.
• Conditions for free cancellation:
  • Only during order preparation (before dispatch/collection).
  • Full refund via the original payment method.
  • Order status updated to “Cancelled”.

Returns or Exchanges of Orders

Products not accepted for return/exchange (except for Justified Reasons):

• Supplements, food, confectionery.
• Ophthalmic items.
• Personalised items.
• Opened or tampered packaging.
• Temperature-controlled products.
• Products reconstituted for immediate use.
• Items marked as “non-returnable” on the product page.

Procedure for return/exchange:

1. Deadline:
   • Right of Withdrawal: 14 days after receipt (return without justification).
   • The store also accepts return/exchange requests up to 30 days after receipt, under the conditions below.
2. Return Address:
   • All returns to Amadora, Portugal — address provided after first contact with support.
3. Costs:
   • Return costs are the customer’s responsibility, except for Justified Reasons.

Justified Reasons:

• Defective or damaged product.
• Incorrect item received.
• Delivery outside the agreed timeframe.

Damaged Packaging or Items

• Immediate procedure:
  • Contact customer support as soon as possible to resolve the situation (keep photos/invoice).

Neuza Mariano Customer Support Contact

• WhatsApp: +351 963 683 434 (WhatsApp support only, no calls).
• Email: loja@neuzamariano.com.
• Address: Amadora, Portugal.
• Support channel: available via the website form or Support Chat.

Consistent with the Terms and Conditions — updated 30 August 2026.