Política de reembolso
What is your return policy?
To exchange an item, the customer can contact our customer service department using the email address provided in the “Contact us” tab (support@proseedwellness.eu). Shipping costs are the responsibility of the customer (the product travels at their own risk).
The exchange or return of an article must respect the following conditions:
- Not having exceeded 14 days after purchase;
- Presentation of the invoice or purchase receipt;
- The item must not have been used and must be returned in the same conditions in which it was purchased, that is, with the original packaging intact, accompanied by the respective accessories, manuals and offers;
- Refunds are always made using the same payment method used for the purchase.
We do not exchange used or unsealed products, hygiene items, personalized items or items that are in poor condition.
In the event of a defect or non-conformity of a product, the exchange may be subject to prior evaluation and analysis by the brand's official technical assistance.
When returning products, please include your order number, full name and reason for return.
Please wrap your product in its original packaging and securely to avoid damage in transit back to us. Please note we cannot accept an item for a refund if it has been damaged in transit to us. We advise you to obtain proof of posting certificate if using the Post Office.
Please return your parcel to:
Kaptan Lda.,
Roa do Fontão, Nº 63
4710-087
Gualtar, Braga/Portugal
In any event, damaged or used items will not be exchanged nor will a refund be made.
If returning items in an order where the initial order qualified for a free gift the free gift must be returned in an unused condition too. Any items returned without the qualifying free gift will not be refunded.
What should I do if I don't receive what I ordered?
We apologize for the inconvenience. Please contact us at support@proseedwellness.eu. Please indicate the name/email address under which you placed the order and the respective number in the subject of the email. We will help you as soon as possible!
I sent an email and haven't received a response yet. Why?
KAPTAN Lda. is based in Portugal and our opening hours are Monday to Friday, 9:00am to 5:00pm GMT. We aim to respond to all enquiries within 48 hours of receiving them, so please bear with us and we will get back to you as soon as possible.
I received damaged products, what should I do?
If there is a problem with an item, please let our customer service team know as soon as possible by emailing support@proseedwellness.eu. We will resolve the issue as quickly as possible - we just ask that you include as many details as possible, including photos.
How can I return or exchange an item?
If you are dissatisfied with a product, please send an email to support@proseedwellness.eu with "RETURN" in the subject line. In the email, please include a photo of the product you wish to return and why. If such a return is possible and accepted by our returns department, you are hereby notified that, upon sending the return, it will be at your own expense.
My return was incorrectly refunded. What should I do?
We are sorry if we made a mistake when processing your return. If you were expecting a refund and you have not received the full amount, it may be because we do not refund delivery, shipping and handling costs. Please contact us via email (support@proseedwellness.eu) and explain the situation.
Can I update my order after it has been submitted?
Unfortunately, we cannot make changes once an order has been placed, but please feel free to email us at support@proseedwellness.eu so we can do our best to accommodate you!
How long does it take to process a return?
Once received by us, your return request is generally processed within 2-5 business days.