Política de Cancelamento e Devoluções
1. Cancellation of Orders
1.1 At the User's request
The User may cancel their order by requesting it from HXLY via phone or email, stating the order number, which will be accepted as long as it has not yet been processed. After processing, HXLY will proceed with the delivery.
For the purpose of cancellation, the User should provide the following information to HXLY::
i) Order number
ii) Delivery address
iii) The order cannot be personalized
1.2 By decision of HXLY
HXLY reserves the right not to process orders when it detects any inconsistency in the provided personal data or observes misconduct on the part of the buyer. HXLY also reserves the right not to process any order or refund in case errors occur in the values and/or characteristics of the products, when these result from technical issues or errors beyond HXLY's control.
2. Return (Right of Withdrawal)
2.1 The User, in case of being a consumer, can exercise the right of withdrawal (Decree-Law no. 24/2014 of February 14 In Portugal) without being required to pay any compensation, within 14 (fourteen) days in accordance with European legislation from the day the consumer acquires physical possession of the goods.
To exercise this right, the User may use the template provided below, providing all their identification details, the subscribed service they wish to terminate, and the subscription date. The communication should be made by letter or email, by returning the purchased item, or by any other suitable and provable means within the above-defined period.
The consumer must, within 14 (fourteen) days from the date of communication of the resolution, return the goods to HXLY in proper conditions and only for non-personalized items.
The packaging and product must be returned complete, just as it was delivered, and accompanied by all received documentation, including the following documents: sales invoice and the document proving the receipt of the product.
The packaging and the mentioned documents should be sent to the following address:
HXLY
Rua de São Martinho, 279, Porto Salvo, Portugal, 2740-203 Porto Salvo
If the User chooses other return methods, the respective shipping costs will be their responsibility.
2.2 After receiving the return at HXLY and verifying its compliance, the corresponding amount paid for the order (invoice value) will be refunded to the User. If a promotional discount code was used, that value will not be refunded; only the amount actually paid will be refunded.
2.3 The method of refund depends on the payment method used for the respective order. For payments made with credit/debit card, MBWAY, Multibanco, and other similar methods, the refund is credited to the respective accounts. In other cases, where the User provides their bank account information (NIB), the refund is made to the indicated bank account. The refund is processed within 14 days after receiving the notice of withdrawal and the return of the goods.
2.4 If any component of the item sold is missing or if any of them are not in excellent condition, there will be no refund of the price or shipping costs, and the product will be sent back to the original shipping address.
2.5 For hygiene reasons, we cannot accept returns or issue refunds for used, damaged items, or items whose packaging has been opened or damaged, or whose seals have been broken.
Regardless of the reason for the return, all items to be returned must be properly packaged in the original packaging..
If you have any questions or need assistance, please send an email to info@hxlynature.com
3. Manufacturing Defect
3.1 In case of a "manufacturing defect," meaning when anomalies in the product are detected that, in principle, do not fall within the scope of its warranty, the User should return the equipment, along with a copy of the invoice, and send an email with the subject "Equipment Exchange / Return Request" for defect reasons filled in, within a maximum of 14 consecutive days from the invoice date, to the following address:
HXLY
Rua de São Martinho, 279, Porto Salvo, Portugal, 2740-203 Porto Salvo
If the User chooses other return methods, the respective shipping costs will be their responsibility.
3.2 To proceed with the product exchange, please ensure that the item is complete and in excellent condition.
3.3 If any of the aforementioned elements are missing or if any of the components are not in excellent condition, no exchange will be possible, and the product will be returned to the User.
