Welcome to Lusipine.com

We invite you to read our General Terms and Conditions of Sale carefully before using the Lusipine.com website (hereinafter referred to as the “Website”). These may change to reflect applicable regulations.

Index

    ●     Clause 1: Who are we?

    ●     Clause 2: How to become a member?

    ●     Clause 3: How to order on our Site?

    ●     Clause 4: What prices do we charge?

    ●     Clause 5: How to pay for your order?

    ●     Clause 6: When will your order be delivered to you?

    ●     Clause 7: What to do if you change your mind?

    ●     Clause 8: What guarantees cover your orders?

    ●     Clause 9: What about your data throughout this process?

    ●     Clause 10: What happens if I am not satisfied?

Clause 1 – Who are we?

Our website is operated by Lusipine, with its registered address at Rua Dom Afonso Henriques, 439, H 14, 4435-005, Rio Tinto, Gondomar. For further information, you can contact our Customer Support Service directly via email at comercial@lusipine.com.

Clause 2 – How to become a member?

To become a member and access our sales, you must create a personal account. Your account allows you to, at any time:

    ● Consult, change and update your personal data such as your means of payment;

    ● Track your orders placed;

    ● Subscribe and unsubscribe from the newsletter or the Site by filling out the unsubscribe form available here

You are responsible for maintaining the confidentiality of your account, password, and for controlling access to your computer and other devices. To this end, you acknowledge that you are responsible for all activities arising from your account.

You agree to create and use only one account. Otherwise, in the event that multiple accounts are created and/or used, we reserve the right to close fraudulent accounts and void your ongoing orders.

Account Deletion: You may at any time request the permanent deletion of your account and associated personal data. To make this request, you must send an email to the address comercial@lusipine.com, clearly indicating the intention to delete the account. After the confirmation of the request, Lusipine will delete the data within a maximum period of 30 days, unless the retention of some data is mandatory by law or for the fulfilment of pending contractual obligations.

Clause 3 – How to order on our Site?

To order on our Site:

    ● Access your personal account;

    ● Benefit from our sales by selecting the items of your choice;

    ● Once your purchases have been completed and your cart has been validated, choose the address and delivery method of your order;

    ● Choose your payment method, accept our General Conditions of Sale in full and proceed with the secure payment of your order. Your order is complete! You will then receive an email confirming your order.

Please note that our product offerings are limited to existing stock. In the event that an ordered product is no longer in stock, you will be informed of this by email and you will be refunded the corresponding amount within a maximum period of fourteen (14) days after being informed of the unavailability of the product. The refund will be made by reverse transaction through the payment method used at the time of your initial purchase.

In addition, we reserve the right to cancel your order for a legitimate reason, in particular in the following cases:

    ● When a manifest error occurs in relation to the product and/or price (e.g. when a manifestly derisory price is displayed and/or when there is an error on one of the essential characteristics of the product);

    ● When there is a dispute regarding the payment of your order;

    ● When we find fraudulent use of our benefits;

    ● When we see the creation of several accounts for a single user member (cf. clause 2). We also reserve the right to take all necessary measures to stop such irregularities (e.g. blocking or deletion of the account).

In case of any problem, you should contact us via email comercial@lusipine.com.

Clause 4 – What prices do we charge?

The prices of our products are indicated in euros with taxes included. However, they do not include preparation and shipping costs. This value will be displayed at the time of validating your order. For a delivery to a Member State of the European Union, Value Added Tax (VAT) will be the one in force in the territory where your order is delivered.

Clause 5 – How to pay for your order?

5.1 Payment methods

At Lusipine.com, we offer several forms of payment to ensure the convenience and security of your purchases. You can make the payment through the following options:

· Bank Card (Visa, Mastercard and American Express): After confirming the payment, the amount will be debited from your account within a maximum of 4 days from the date of order.

5.2 Secure Payments

All transactions carried out in our store are protected by the SSL (Secure Socket Layer) security protocol, ensuring that your personal and banking details are transferred securely and confidentially. Lusipine.com uses third-party payment gateways and does not store any sensitive payment information, such as bank card numbers, on its server. Your payment details are processed directly by banks. If you wish, you can save your card information for future purchases by clicking on the “Remember my card” option during the payment process, and this information will be managed in accordance with the security policies of the respective payment partner.

5.3 Retention of Payment Data

If you choose to save your bank card details, you can manage this information directly in your account, in the “Payment Methods” section. To delete a registered card, simply log in to your account and select the card you wish to remove, or contact us via email comercial@lusipine.com.

5.4 Anti-Fraud Policy

Our store adopts security measures to protect customer data and transactions. If suspicious activity is detected, we reserve the right to carry out additional checks, such as the validation of personal and payment information. These measures aim to ensure the security of transactions and protect both the company and our customers. If you have any questions or need more information, please contact our customer service.

5.5 Additional Information on Payments in WooCommerce

WooCommerce allows the integration of various payment gateways, which allows us to offer a flexible and personalized shopping experience. If you have questions about the available payment methods or would like to suggest a new method, we invite you to contact us.

Clause 6 – When will your order be delivered to you?

6.1 Where and how can it be delivered to you?

Lusipine.com undertakes to process and ship orders as soon as possible. The delivery time depends on the shipping method selected and the recipient’s location:

    ● Order Processing: All orders are processed within an estimated time of 1 to 2 business days after payment confirmation. In periods of higher sales volume, this period may be extended.

    ● Delivery Times: Deliveries in mainland Portugal have an estimated time of 2 to 5 working days. For the islands (Azores and Madeira), the deadline may be 5 to 10 working days, depending on the carrier and the shipping method chosen. For international deliveries, the deadlines vary according to the destination and the shipping method, and can range from 7 to 15 business days.

    ● Additional Factors: Delivery may be conditioned by factors such as the recipient’s location (rural or hard-to-reach areas), weather conditions, or other reasons beyond our control. In such cases, Lusipine.com will make every effort to ensure delivery in the shortest possible time and notify you of any delay.

Once the order is shipped, you will receive a confirmation email with the tracking number, so you can track the status of the delivery. If you do not receive your order within the indicated deadlines or need more information, we recommend that you contact our customer service for assistance.

We draw your attention to the following points:

    ● In certain situations, orders may be delivered separately, especially if you have made multiple purchases of products from different suppliers. In these cases, you will always be informed in advance.

    ● Delivery times are indicative and may vary depending on sales volume and external factors. At the time of confirming your order, you will be informed of the estimated delivery times, which will also be remembered in the confirmation email and will be available in your personal area, in the “My Account” and “My Orders” sections.

    ● If the delivery is unsuccessful and the order is returned to our warehouse, you can request a new delivery attempt within a reasonable time. To do so, please send us a formal written request, such as a registered letter with acknowledgment of receipt or any other durable medium, within 96 hours of the return notification. If you do not request a new delivery within this period, the order will be automatically cancelled and the amount paid will be refunded to the payment method used. We will notify you by email in the event of a return and proceed with the cancellation as described.

Please note: You can buy products from different suppliers and put them in the same cart. However, different delivery charges will apply for the products in each of these sales.

6.2 What to do in case of shortage, delay in delivery or non-compliant delivery?

In case of lack or delay in delivery, we invite you to consult our FAQ here as well as our Return and Refund Policy here.

Clause 7 – What to do if I change my mind or if I want to return a product?

In case of regret or if the product does not meet your expectations, we invite you to consult our FAQ here as well as our Return and Refund Policy here.

Clause 8 – What guarantees cover your products?

All products sold are covered by the Guarantee of Conformity, ensuring that the item is delivered without visible defects and in accordance with the description presented on the website. If the product presents any anomaly within 3 years after delivery, the customer has the right to repair or replace it, at no additional cost.

In addition, we offer the Hidden Defects Warranty, which is applicable if the product reveals a non-apparent problem that makes it unsuitable for use. If you discover a hidden defect, you have up to 2 years from the date you identified the problem to contact us and request a solution, which can be repair, replacement or, ultimately, a refund of the amount paid.

For hygiene products and cosmetics, as they are goods for personal use, the return is only possible if the product has not been used and remains intact in its original packaging, except in situations of manufacturing defect or safety problems.

8.2 Commercial Warranty

In some cases, there may be an additional commercial warranty provided by our partners or manufacturers. If it is available for a particular product, this information will be indicated on your invoice or product sheet.

8.3 How to use the Guarantees?

To activate any of the guarantees, send an email to comercial@lusipine.com, indicating your order number, the description of the problem and photos of it.

After we receive your order, we will send you a prepaid return label so that you can return the product to us. Our team will evaluate it and, if the claim is valid, we will proceed with the repair, replacement or refund. If the complaint is unfounded, a processing fee of €10.00 may apply.

8.4 Exclusions

The warranty does not cover defects caused by misuse, natural wear and tear, improper washing, or modifications made to the product. In the case of hygiene products and cosmetics, any return will only be accepted if the product is intact and unused, except in cases of manufacturing defects.

Clause 9 – What about your data in all this process?

During your visit to the Website, your data may be subject to computer processing. We invite you to consult our Privacy and Privacy Protection Policy.

Clause 10 – What happens if I am not satisfied?

If, for any reason, you are not satisfied with your purchase, please contact us so that we can resolve the situation. You can start the return process or file a complaint by filling out the form available in the “Customer Support” section or by sending an email to comercial@lusipine.com with the order number and a description of the problem. After we receive your request, you will be notified of the next steps and the status of the process, from analysis to final resolution. If we do not reach an agreement, we inform you that you can use alternative dispute resolution means, such as the Consumer Dispute Arbitration Centre in your area, or use the European Online Dispute Resolution (ODR) Platform.

Effective Date: This policy is effective as of 01.October.2024