TERMS AND CONDITIONS

VELVET MED HEALTHCARE SOLUTIONS

NIPC: 510686516

These Terms and Conditions define the conditions for customers to access and navigate this site and make purchases in the online shop.

Sales made through the online shop assume the Customer’s acceptance of the General Conditions of Sale , which are established in compliance with the legislation applicable to the e-commerce sector in general, as well as in compliance with specific regulations, namely regarding quality and food and environmental safety.

VELVET MED reserves the right to change these General Conditions of Sale without prior notice, with any changes being published on this website.

 

GENERAL CONDITIONS OF SALE

 

The online purchasing process on www.velvet-med.pt is only active once the customer is logged in. The Customer must create a customer account on first use.

The customer must follow the various order process steps for the purchase to be recorded.

The online store will, from time to time, have special offers and discount codes that will be advertised on the site. Discount codes can be used once per purchase and are not cumulative.

 

Payment

Once the order process is complete, the purchase will be recorded and the customer will have a set amount of time determined by the payment method to make payment. If payment is not made within this time, the order will be cancelled.

All prices shown include VAT. VELVET MED is not responsible for any sales or other taxes levied in the country in which the products are delivered. VELVET MED offers the following payment methods for purchases made in the online shop:

 

  1. MBWAY

After completing the order form, you will be directed to the payment page where you must select this payment method. After this confirmation, the entity, reference and value of your order will be displayed and this information will also be sent to the email address provided during the order process.

Since the bank reference generated for payment is valid for a limited period, failure to verify payment within the deadline will result in the order being cancelled. If the purchase is completed successfully by noon on a weekday, the order will be shipped that same day. Orders received after this time will be shipped the following day.

If you have questions, please contact our Customer Care department at helpdesk@velvet-med.pt. helpdesk@velvet-med.pt.

 

  1. MULTIBANCO (ATM)

After filling out the order form, you will be directed to the payment page, where you should select this payment method. After this confirmation, the entity, reference and amount of your order will be indicated, information that will also be sent to the e-mail address entered in the order process.

Since the bank reference generated for payment has a limited validity period, failure to verify payment within this period will result in the order being cancelled.

The order will, presumably, be dispatched the same day if payment is made by 12h00 on a working day. Orders paid after that time will be shipped on the next working day.

If you have questions, please contact our Customer Care department at helpdesk@velvet-med.pt. helpdesk@velvet-med.pt.

 

  1. VISA, MASTERCARD, MAESTRO

After completing the order form, you will be directed to the payment page where you must select this payment method. Provide your card details and validate your payment to complete your order.

Payments are always made in Euros and VELVET MED accepts no responsibility for any exchange rates charged by the banks.

If you have questions, please contact our Customer Care department at helpdesk@velvet-med.pt. helpdesk@velvet-med.pt.

 

Delivery

The delivery times indicated shall be complied with under normal order processing conditions, except in situations when there is an exceptional increase in the volume of orders, such as during the festive season or during special offers, as well as other events that may interfere with normal delivery services.

The system automatically calculates postage and packaging. Conditions of sale are indicated in the order process. The offer of free shipping with a minimum purchase only applies for addresses in Portugal. The customer will receive a confirmation email once the order has been shipped.

If the order is destined for an address outside Portugal, please contact us via the support email helpdesk@velvet-med.pt.

This email will include the invoice, the delivery number and a link that will allow them to track their parcel on the carrier's website

Normal delivery times are as follows:

– Mainland Portugal CTT: 1-2 working days

– CTT/Rangel Aéreo Ilhas: 2-5 days

– CTT/Rangel Marítimo Ilhas: 6-9 days

Orders will be delivered to the address provided by the customer between Monday and Friday, except on local or national holidays.

 

If there is a temporary shortage of stock of one or more products in the order, the customer will be informed of their availability via their registered email address

 

 

Returns and exchanges

 

The customer has up to 14 days after receiving the order to exchange or return it. The customer will pay the return postage unless the goods were faulty or defective, in which cast VELVET MED will pay the return postage charge.

In addition to the conditions specifically set out above, customers should also consider whether the product they wish to return was purchased as part of a promotion and if, for this reason, they also received a free product. If this is the case, then the customer must also return the free product.

We will not accept returns or exchanges of incomplete, damaged or scratched products, nor products without their original packaging, nor products that have been used. VELVET MED reserves the right to assess the condition of the product packaging, and deciding on the possibility of returning or exchanging the respective products, should the above occur.

The return or exchange of offers or of products purchased with coupons or vouchers, of products within a month of expiry, or products that are designed to be used on the skin, will not be accepted.

Each products to be returned should be sent according to the conditions listed above, and the shipping agent's label should be attached to the original box, or another that will fully protect the product, with the original being destroyed after confirmation of the condition of the returned product(s).

Refusal to accept delivery or failed delivery of orders for reasons not attributable to VELVEL MED or the courier will result in a loss of right to a refund of the amount paid for the order and the costs of postage and packaging.

If the courier is responsible for a failed delivery or return, then, regardless of payment method, the customer must submit a complaint in writing that will be reviewed by the courier. Alternatively, and always subject to the client's prior and express consent, the customer complaint to VELVET MED may be sent to the courier in support for the incidence created on the grounds of non-delivery.

All correspondence should be send to the following address:

VELVET MED HEALTHCARE SOLUTIONS

Quinta dos Militares, Casa Meada, Lote 4, Antanhol

3040-584 Coimbra

 

VELVET MED will refund payments within 30 days of receiving the returned goods at the above address. Refunds of payments made by credit card will be made to the same card. If the payment was made by Multibanco, the customer will be asked to provide details of the bank account into which they would like the refund paid. Whatever the form of payment, the customer can also choose to receive a discount voucher. The voucher will be valid for 12 months from the date of issue. No refunds will be payable beyond this time.

If you have questions, please contact our Customer Care department at helpdesk@velvet-med.pt. helpdesk@velvet-med.pt.

 

Professional Counselling

All the information on our website and any information provided by our employees, by telephone, email, letter or any other form of communication, has the sole objective of informing and helping the customer in their purchase. It does not take the place of professional medical advice.

 

Suggestions and Complaints

Customer opinions are very important to VELVET MED as they enable service improvements. If for any reason the customers are not satisfied with the service or with any goods purchased, VELVET MED would like to hear about their experiences and report any situation within 14 days of the event or receipt of the order by a third party designated by them or to one of the Customer Service contact channels helpdesk@velvet-med.pt. helpdesk@velvet-med.pt.

 

Alternative Dispute Resolution  

In the event of a dispute, the client can turn to the Alternative Dispute Resolution bodies listed on the consumer portal at www.consumidor.pt, or the Online Consumer Dispute Resolution bodies listed at https://webgate.ec.europa.eu/odr.

The existing dispute resolution bodies are:

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo – Competência genérica (National Centre for Information and Arbitration of Consumer Conflicts)

E-mail: geral@cniacc.pt

Web: www.cniacc.pt/pt/

 

Centro de Informação, Mediação e arbitragem de Conflitos de Consumo do Algarve - (Algarve Consumer Conflict Information, Mediation and Arbitration Centre)

Geographical responsibility – contracts concluded in the municipalities of: Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho and Vizela.

E-mail: apoio@consumidoronline.pt

Web: www.consumidoronline.pt/

 

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra - (Coimbra District Consumer Conflict Arbitration Centre)

Geographical responsibility – contracts concluded in the municipalities of: Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miranda do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares.

E-mail: geral@centrodearbitragemdecoimbra.com

Web: www.centrodearbitragemdecoimbra.com

 

Centro de Arbitragem de Conflitos de Consumo de Lisboa - (Lisbon Consumer Conflict Arbitration Centre)

Geographical responsibility – contracts concluded in the Lisbon Metropolitan Area: Lisboa, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra and Vila Franca de Xira.

E-mail: juridico@centroarbitragemlisboa.pt / director@centroarbitragemlisboa.pt

Web: www.centroarbitragemlisboa.pt

 

Centro de Informação de Consumo e Arbitragem do Porto - (Consumer Information and Arbitration Centre of OPorto)

Geographical responsibility – contracts concluded in the Porto Metropolitan Area: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde and Vila Nova de Gaia.

E-mail: cicap@mail.telepac.pt

Web: www.cicap.pt

 

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave / Tribunal Arbitral - (Vale do Ave Arbitration Centre for Consumer Conflicts / Arbitration Court)

Geographical responsibility – contracts concluded in the municipalities of: Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho and Vizela.

E-mail: triave@gmail.com

Web: www.triave.pt

 

CIAB – Centro de Informação, Arbitragem e Conflitos do Consumo - (Information, Arbitration and Consumer Conflict Centre)

Geographical responsibility in Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho and Vila Verde.

Email: geral@ciab.pt

Web: www.ciab.pt

 

Centro de Arbitragem de Conflitos de Consumo da Madeira - (Madeira Consumer Conflict Arbitration Centre)

Email: centroarbitragem.sras@gov-madeira.pt

Web: www.srrh.gov-madeira.pt

 

VELVET MED is registered on the Online Complaints Book Platform that any customer can access by clicking Here or by visiting www.livroreclamacoes.pt.