Refund policy

 

Returns and Exchanges

 

Returns

Under Portuguese law regarding the right of withdrawal, customers have 14 days from the date of receipt of the product to return item(s) and request a refund, provided the return conditions described below are met.

When returning a product, customers must consider, in addition to the general purchase conditions, whether the item was acquired as part of a promotional campaign or included a free gift. In such cases, both the main product and the gift must be returned in accordance with the return conditions. Failure to comply may result in the return being refused, and the customer will be responsible for the costs of reshipping or possible disposal of the product, with no right to a refund.

Products must be sent to the following address:

Warehouse – Optimal 7

Rua Carrazedo 896, ARM 304

4620-471 Ordem, Lousada

Portugal

Returns of incomplete, damaged, scratched products, products without original packaging or labels, or showing signs of use will not be accepted. The following items are also not eligible for return:

 

• Free gifts or products obtained through points;
• Products with less than 30 days remaining before expiry;
• Products that come into direct contact with the skin and are sealed or protected by film;
• Gift cards.

 

Optimal 7 (O7) reserves the right to assess the condition of returned products and refuse returns that are not intact.

If a return does not meet these conditions, the customer will have 10 days to collect the item(s) from our facilities, bearing the associated costs. Collection must be arranged through a courier contracted by the customer. In-person collection is not permitted, even by the customer.

 

Exchanges

As a general rule, O7 does not offer direct exchanges. Customers must return the item(s) and request a refund, and may then place a new order under the current conditions. The return process follows the rules outlined in the Returns section.

Products returned in unsuitable condition will have the return refused, and the customer will be informed of the next steps to retrieve or handle the item.

 

Refund Methods

After receiving and inspecting the returned product, O7 will process the refund within a maximum of 15 days.

• Credit card payments: the refund will be issued directly to the card used.
• Other payment methods: if a refund via the original method is not possible, the customer must provide bank account details for a transfer.
• Alternatively, the customer may choose to receive a discount voucher valid for 12 months from the date of issue. After this period, no refund will be issued.

 

Some payment methods may prevent refunds after several months. In such cases, the customer will be asked to provide bank proof including IBAN, SWIFT, bank name, and account holder details.

 

Return Costs

If the return is due to an error by O7 or a defective product, the return costs will be covered by O7. A member of the customer support team will contact the customer to arrange collection at the delivery address and clarify any questions.