Shipping and Returns
1. SHIPPING
Delivery Times
Delivery times depend on the availability of products in stock.
You can find the estimated delivery time for Mainland Portugal indicated on each product page, to the right of the price.
The usual delivery time for Mainland Portugal is 3 to 5 business days.
Shipments to the Archipelagos of Madeira and the Azores have a variable delivery time of 5 to 15 business days.
An email will be sent with the estimated delivery date.
In the case of an order with multiple items, it is possible that they will be delivered on different days.
Deliveries are made from Monday to Friday, with the exception of local or national holidays.
Notice:
Delivery times are indicative and, therefore, considered valid when there are no impediments such as: incorrect addresses, higher than normal order volume, unforeseen events with the transport company, or others of a similar nature preventing the normal course of delivery.
It is not possible to choose an exact delivery time and we do not offer delivery service to PO Boxes.
Large and/or very heavy products can only be delivered to the door and at ground floor level, as the courier is not obliged to deliver orders of this type inside your home or establishment; the service of climbing stairs and equipment installation is not included. If you require this additional delivery service inside your home or establishment, please consult our customer support department (service valid only for Mainland Portugal).
Delivery Times:
Deliveries are made to an address of your choice. Simply provide us with an address where it is possible to receive the order between 9:00 AM and 6:00 PM (Monday to Friday, with the exception of local or national holidays).
Providing an incorrect or incomplete delivery address may result in its return to BioFeet®, implying additional costs for the customer; therefore, we recommend that the customer always ensures the delivery address provided at the time of order registration is indeed correct and complete. Once the order has been processed, it is not possible to change the delivery address or the billing details provided.
If you are not present, the courier will leave a delivery notice.
Shipping Costs:
Delivery is free to mainland Portugal for orders over €29 (including VAT). If the order is below this amount, a charge of just €3.99 will apply.
For orders under €45 sent to the islands (the Azores and Madeira), the delivery charge will be €6.99.
Delivery to Spain is free for orders over €100 (including VAT). If the order is below this amount, a charge of just €5.99 will apply.
Delivery to Switzerland and the UK is free on orders over €150 (including VAT). If the order is below this amount, a charge of just €13.99 will apply.
Delivery is free to the rest of Europe for orders over €150 (including VAT). If the order is below this amount, a charge of €9.99 will apply.
Delivery to the US and Canada is free on orders over €250 (including VAT). If the order is below this amount, a charge of just €24.90 will apply.
Delivery is free to the rest of the world for orders over €250 (including VAT). If the order is below this amount, a charge of €29.90 will apply.
Alert: Receipt of Goods
– Upon receipt of goods, the customer must always check the number of packages received against the number indicated on the carrier’s Waybill.
– Whenever the following are detected:
– Missing packages,
– Damaged packaging,
– Packages apparently “tampered with”
– Poor condition, etc.
BioFeet® must be notified. Signing a Waybill constitutes acceptance of what is written on it.
THE CARRIER can only be held responsible for damage and missing goods if these are detected at the time of delivery and noted.
What happens if an item in my order arrives damaged?
If you notice from the state of the box that your order may not have been delivered in perfect condition, we advise you to check the ordered product within a maximum of 24 hours and, if it is damaged, report the incident to us so that we can activate the respective transport insurance.
Send us the following details:
– Order number;
– Product reference and name;
– Relevant details;
– A photograph of the damaged area(s) of the product
Collections are free if the reason for the return is the responsibility of BioFeet® (cases of proven product damage or proven failure by the carrier).
Reshipping of Orders:
In the event that the order has been returned to BioFeet® due to the customer’s responsibility, we will only proceed with reshipping it after confirmation of payment of a fee equal to the shipping costs, which must be paid by bank transfer to the BioFeet® account.
2. RETURNS
If the customer wishes to return one or more items, they may do so within 14 days after receiving the order, provided that the products are intact, sealed, without signs of use or damage, complete, and in their original packaging, which must not be damaged, altered, or scratched. Items to be returned must be accompanied by the respective invoice.
Items that have been used cannot be returned.
Returns that do not comply with the conditions mentioned above will not be accepted.
To exercise your right of return, the customer must send us an email to info@biofeet.pt specifying the invoice number, the description or reference of the product(s) they wish to return, and the reason for the return.
The customer must also take note if the product they wish to return was purchased as part of a promotional campaign and if, for that reason, they benefited from a free gift. If this was the case, they must return not only the product in question but also the gift that was assigned with their purchase. Both products must comply with the previously mentioned conditions.
It is only possible to return a pack in its entirety. If the customer wishes to return a product that belongs to a pack, they must return all products that constitute that same pack, which must also comply with the conditions already mentioned.
The customer must send the item(s) to the following address:
FootStudy- Centro de Estudos do Pé
Praça Conde Agrolongo, nº35, 3º Piso
4700-312 Braga
Portugal
The return of incomplete, damaged, or scratched products, as well as products without the original packaging and/or label, or products with signs of having been used, will not be accepted.
If we receive an item in the conditions mentioned above, the customer will lose the right to be reimbursed and will have 10 days to collect the item(s) from our facilities, bearing the collection costs.
3. CANCELLATION OF ORDERS
The customer may only cancel their order if it has not yet been paid for and is not yet in the distribution process.
To proceed with the cancellation of your order, you must send us an email to info@biofeet.pt indicating the order number, which is the only valid means for us to consider the order cancelled.
In the event that the order has already been sent, the customer will be charged for the respective shipping and return costs.
4. EXCHANGES
Product exchanges are not carried out, unless the product is damaged.
5. REFUND METHODS
The refund of the product purchase value will be made within a maximum period of 30 days after a technical evaluation of the returned product by management.
The refund will be made via bank transfer to the account indicated by the customer. The customer will be asked for their bank details (IBAN and the name of the account holder).
Shipping costs will be reimbursed if the reason for the return is the responsibility of BioFeet®; otherwise, a fee of €3.99 will be deducted from the refund amount, referring to the costs inherent to the return of the goods.