1. How to create an account and become a member?

Q: How can I create an account on the Lusipine website?
A: To become a member, simply create a personal account on our website. From your account, you can manage your personal data, track orders and subscribe to our newsletter.

2. How to place orders?

Q: How do I place an order on the website?
A: Simply log in to your account, select the products, add to cart, choose the payment method and complete the purchase. You will receive a confirmation email.

Q: What happens if a product is not available?
A: You will be informed by email and refunded within 14 days of notification.

3. Prices and Payment

Q: What are the available payment methods?
A: We accept payment by Bank Card (Visa, Mastercard, American Express)

Q: How is the security of my payments guaranteed?
A: All transactions are protected by the SSL protocol and managed by third-party payment partners, with no storage of sensitive information on our server.

4. Shipping and Delivery

Q: How long does it take for my order to be delivered?
A: Orders are processed in 1 to 2 business days and delivered in 2 to 5 business days in mainland Portugal. For islands or international orders, deadlines vary between 5 and 15 working days.

Q: How can I track the delivery?
A: Once the order is shipped, you will receive an email with the tracking number to track the status of the delivery.

Q: What if the order is not delivered or there is a delay?
A: If you do not receive the order within the indicated timeframe, please contact us for assistance via email comercial@lusipine.com.

5. Exchanges and Returns

Q: Can I return a product if I change my mind?
A: Yes, you can return the product. Please refer to our Returns and Refund Policy for details on the applicable terms and conditions.

Q: How can I initiate a return?
A: To request a return or refund, please send an email to comercial@lusipine.com with the title “Return, Refund or Product Exchange” and explain the reason for the return, indicating whether you would like a full refund or exchange.

Q: What is the deadline for returning a product?
A: The deadline for returning a product is 14 days from the date of receipt.

Q: Can I return a product for no reason?
A: Yes, you can return any product purchased within 14 days without the need to justify your decision.

Q: What are the conditions for returning a product?
A: The product must be in the original packaging, with the label intact and without signs of use. If the product is damaged, it is necessary to send photographs of the damage when requesting the return.

Q: Who bears the return costs?
A: Return costs for retraction are the responsibility of the buyer. However, if the return is due to our mistake or a damaged product, Lusipine covers the costs.

Q: What happens if I can’t provide proof of shipment?
A: The refund time may be extended until the day of receipt of your order if you are unable to provide proof of shipment.

Q: Is the refund made to the same payment method?
A: Yes, refunds are processed using the same payment method you used for the purchase.

Q: What should I do if my order does not arrive?
A: You have a period of 30 days from the expected delivery date to inform our customer service about the situation.

Q: Which products cannot be returned?
A: You cannot exercise the right of withdrawal on personalized, perishable products, services provided in full, or products whose seal has been damaged for hygiene reasons.

Q: How should I pack the product for return?
A: The product must be packaged properly, ideally in the original packaging, and must be accompanied by all accessories.

Q: Can I exchange a product?
A: Yes, you can choose to exchange a product instead of requesting a refund. The corresponding amount will be issued as store credit.

Q: What to do if the package is damaged at the time of delivery?
A: If you notice any irregularity in the delivery, please refuse the product and contact us immediately to request an exchange.

6. Warranties

Q: What warranties apply to the products?
A: All products are covered by the Warranty of Conformity (3 years) and Warranty against Hidden Defects (2 years after the problem is discovered). For hygiene and cosmetics, the return is only accepted if the product is intact and unused.

Q: How do I claim a warranty?
A: Please email comercial@lusipine.com with a description of the problem and photos of the product. After review, we will send you a prepaid label for return.

7. Privacy and Data Protection

Q: How is my personal data processed?
A: Please refer to our Privacy Policy for detailed information on the collection, processing and protection of your data.

8. Disputes and Claims

Q: What can I do if I am not satisfied with my purchase?
A: You can file a complaint via email comercial@lusipine.com. If we are unable to resolve the issue, you can use alternative dispute resolution or the European Online Dispute Resolution Platform.

1. What is Personal Data? Personal Data refers to any information that can identify you, directly or indirectly, through the device you use.

2. What personal data is collected? We collect data such as first name, last name, address, date of birth, email address, phone number, order history, and payment information, among others.

3. When is my personal data collected? Your data is collected when you fill in forms on our Website, place an order, communicate with our customer service or while browsing through cookies.

4. For what purpose is my data used? Your data is used to manage orders, provide services, perform analysis and statistics, manage customer relationships, among other purposes.

5. How long is my data kept? Your personal data is kept for a maximum period of 3 years from your last activity on the Site. After this period, the data will be deleted or anonymized.

6. Who has access to my personal data? Your data may be communicated to service providers who help us provide our services, as well as to business partners and legal authorities if necessary.

7. What are my rights in relation to my personal data? You have the right to access, rectify, request deletion, withdraw consent and object to the processing of your personal data.

8. How can I exercise my rights? To exercise your rights, you can send an email to comercial@lusipine.com with your personal information and the subject of your request.

9. How is the security of my data guaranteed? The security of your data is ensured through SSL encryption, identity checks and other anti-fraud measures.

10. What are cookies and how are they used? Cookies are small text files stored on your device that improve the browsing experience. We use functional, personalization, and potentially advertising and analytical cookies.

11. How can I manage my cookie preferences? You can accept or decline non-essential cookies during your registration or through your browser settings.

12. Can the privacy policy be changed? Yes, the Privacy Policy may be changed and the changes will be posted on the Site, with notice to the user.