The customer must take into account whether the product he intends to return was purchased as part of a promotional campaign and if, for this reason, he benefited from any product offered. This being the case, the customer must return not only the product in question but also the offer that was awarded to him with his purchase. Both products must comply with the aforementioned guidelines.
It is only possible to return one pack in its entirety. If the customer intends to return a product that belongs to a pack, he must return all the products that make up that pack. All products must comply with the aforementioned guidelines.
The item(s) must be sent to the following address:
Rua São Sebastião Lote 19
2635-448 Rio de Mouro - PORTUGAL
The return of incomplete, damaged or scratched products, as well as products without the original packaging and/or label, or products with evidence of having been used, will not be accepted. FITBEN thus reserves the right to assess the condition of the packaging of the products, deciding on the possibility of returning or not the respective items if it is concluded that their packaging is not intact.
Refusal of receipt or non-delivery, for reasons not attributable to FITBEN or the carrier, will determine the loss of the right to refund the price paid for them, as well as the costs inherent in the purchase of that segment of products, including costs related to postage shipping costs and/or the cost of shipping packaging.
Warning: The lack of any element that prevents the product from being placed back in stock for sale, namely the respective instruction manual in the original condition of supply, implies its immediate classification as an incomplete product and, as such, the consequent non-acceptance of the devolution.
Each of the items to be returned must, therefore, be shipped under the conditions listed above, and the shipping company's label must be affixed to the original shipping box, or another alternative that guarantees the good conservation of the product, which is destroyed after confirmation of the state of conservation of the returned product(s).
If any of the conditions mentioned above are not met, the customer will lose the right to be reimbursed, in which case they will have 10 days to collect the item(s) in question at the facilities indicated above, bearing the costs of the respective collection.
The collection must be carried out by a freight forwarder hired by the customer as it is not possible for individuals to collect the order in person, even if it is the customer.
If any item is not received under the conditions mentioned above or with the freight forwarder's label attached directly to the packaging, the customer will lose the right to be refunded and will have 10 days to collect the item(s) at the above facilities, supporting the collection costs.
The customer must return the item(s), request a refund and make a new purchase. The entire return process is duly described in the Returns item, which is referred to for the purpose of determining the conditions applicable to the acceptance of the products to be exchanged.
FITBEN will endeavor to refund the customer quickly, safeguarding, however, a maximum period of 15 days from receipt of the order returned in the warehouse indicated above.
If payment was made by credit card, the refund will be made to the card itself and will appear on the following statement.
If payment was made via PayPal, the refund will be credited to the respective PayPal account, and will be available immediately.
If the payment was made by On/Off or Multibanco, the customer will be asked to provide the details of the bank account to which they want the refund amount transferred.
The customer can also choose to be refunded via a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from its creation date. After this period, there will be no refund of any kind.
If FITBEN is notified and confirmed that an error has occurred in the shipped product(s) or a shipment of defective product(s), FITBEN will bear the costs of the return upon collection, at the address of delivery of the product(s) concerned. To this end, an employee from the returns and refunds area of FITBEN's Customer Service will contact the customer to schedule the said collection and to provide any further clarification on this topic.