Terms and Conditions

Last updated: 30 August 2026

1. About the Store

Welcome! I’m Neuza Mariano and this is my online store for natural Thai products — skincare, health and wellbeing. I now work with a single focus: natural and traditional products from Thailand, carefully curated and chosen as if for myself.

My store runs on the WooCommerce platform and is available at neuzamariano.com.

Important: You must be 18 or older to shop in the store. If you are under 18, you need the authorisation of your parents or legal guardians.

2. How It Works — Order Window

The store works on a monthly order-window model:

The order window is recurring and, as a rule, opens in the first week of each month (currently days 1 to 7), according to the Europe/Lisbon timezone. The window dates and times may be changed by the store and are always shown at the top of the page and in the homepage countdown.

• Orders are only accepted during the ● OPEN window.
• Outside the window (DESCOBRIR), the cart and checkout are hidden and blocked.
• The window applies to all customers, without exception.

3. Products and Origin

The store sells only natural Thai products — skincare, supplements, teas and wellbeing — featuring traditional formulas and selected premium ingredients.

• The products are authentic and come from trusted suppliers and partners in Thailand.
• The available catalogue matches the store’s active selection; products from previous years may be discontinued.
• If a product becomes unavailable after your order, I will contact you to offer alternatives or a refund.

4. Shipping and Delivery

Products are shipped from a warehouse in Thailand, with delivery to Portugal, Europe and other selected destinations.

Mainland Portugal and Europe:

• Shipping cost: €8.90
• Free shipping on orders over €29.90
• Delivery time: 5 to 12 business days (from the warehouse)
• Carrier: NM Express (with prior delivery contact)

Azores and Madeira:

• Shipping cost: €8.90
• Free shipping on orders over €29.90
• Delivery time: 20 to 30 business days
• Final carrier: CTT

Other destinations (Americas, Australia, Rest of the World, etc.):

• Costs and delivery times vary by destination and are shown at checkout and on the Shipping and payment methods page.

Processing and Shipping:

• After payment confirmation, I process your order within 48 to 72 hours, with rare exceptions.
• You will receive an email with the tracking code once the order is dispatched.
• During holidays or promotional campaigns, processing may take a little longer.

Delivery Guarantee

If your order does not arrive, I will refund the full amount paid — no hassle. If the loss is attributable to you, the refund may deduct shipping costs.

5. Returns and Exchanges

Right of Withdrawal (14 days)

You have the right to return products within 14 days of receiving your order, without needing to give a reason.

Conditions for return:

• Products must be unopened, unused and in their original packaging.
• All received documentation (invoice and receipt) must be included.
• The packaging must be complete and in perfect condition.

How to proceed:

1. Contact me via email loja@neuzamariano.com or WhatsApp +351 963 683 434.
2. Provide your order number and the reason for the return.
3. Send the products to the address in Amadora, Portugal (provided after the first contact).

Return costs:

• Return shipping costs are your responsibility.
• Exception: if the product is damaged or there is an error on my part, I will cover the costs.

Refund:

• The refund will be made within 14 days of receiving and verifying the return.
• The amount actually paid will be refunded (after any discounts).
• The refund will be made using the same payment method used for the purchase.

Items not accepted for return

Except for justified reasons (defective, damaged or incorrect product), returns are not accepted for supplements, food, ophthalmic items, personalised items, opened or tampered packaging, temperature-controlled products and items marked as “non-returnable” on the product page.

Manufacturing Defects

If you detect a manufacturing defect within 30 days of receipt:

1. Contact me immediately.
2. Send the product with the invoice and a description of the problem.
3. I will exchange or refund after verification.

6. Cancellations

You may cancel your order as long as it has not been processed, by contacting me via email or WhatsApp. Orders with no completed payment may be cancelled automatically after 2 business days.

I reserve the right not to process orders when:

• There is an inconsistency in the data provided.
• Misconduct is observed.
• Technical errors occur in product values or characteristics.

7. Prices and Payment

• All prices shown include VAT at the current legal rate.
• Prices may change without prior notice; the applicable price is the one in force at checkout.
• Payments are processed in a secure environment with TLS/SSL encryption.
• Payment methods: MB WAY, Multibanco, PayPal and bank transfer. Availability may vary depending on country and currency.

8. Product Information

I do my best to ensure product information is accurate and up to date. However:

• Typographical errors may occur and will be corrected as soon as detected.
• If you receive a product different from the one shown online, you are entitled to a return.
• In rare cases, a product may become unavailable after ordering — in this case, I will contact you to offer alternatives or a refund.

9. Privacy and Data Protection

Your privacy matters to me:

• I guarantee the confidentiality of all data provided.
• Data is used only to process and manage your order.
• I never share data with third parties for commercial purposes.
• You may access, rectify or delete your personal data at any time.
• For more information, see my Privacy Policy.

10. Responsibilities and Limitations

• I am not responsible for delays caused by carriers (CTT, NM Express, etc.).
• I do not guarantee delivery on public holidays.
• In cases of force majeure (natural disasters, strikes, etc.), delivery times may be affected.
• Incorrect data provided by you may delay or prevent delivery.

11. Store Use

You agree to:

• Provide correct and complete personal data.
• Not use false identities.
• Respect imposed order limits.
• Not use the products for commercial resale.

In the event of a breach of these conditions, I reserve the right to cancel orders and block future access.

12. Communications

I will communicate with you via:

• Email (the address provided with your order).
• SMS or phone (when necessary).
• Newsletters (you can unsubscribe at any time).

13. Intellectual Property

All store content (texts, images, design, etc.) is protected by copyright. Reproduction, commercialisation or distribution is not permitted without express authorisation.

14. Complaints

• First, contact me via loja@neuzamariano.com.
• I will reply within a maximum of 30 days.
• You can also submit a complaint through the Portuguese Livro de Reclamações Online.
• You are entitled to use legally established arbitration and mediation mechanisms, including the European online dispute resolution (ODR) platform.

15. Changes to these Terms

I may update these Terms and Conditions from time to time. When that happens:

• I will notify you with 15 days’ notice.
• The last updated date will always be shown at the top of the page.
• Continuing to use the store after the changes means you accept the new terms.

16. Contact

Neuza Mariano
Address: Amadora, Portugal

Email: loja@neuzamariano.com
WhatsApp: +351 963 683 434 (WhatsApp support only, no calls)
Chat: support via the page’s Messenger.

Thank you for your trust! If you have any questions, don’t hesitate to contact me. 💕