Refund policy

This Policy establishes the conditions applicable to returns, exchanges, and refunds for purchases made in the Halosensation online store.

1. Right of Withdrawal The consumer has 30 days, starting from the receipt of the order, to exercise the right of withdrawal, without the need to provide a reason. To exercise this right, the customer must initiate the request through the customer area, the electronic form available on the website, or by contacting the email conceicao@halosensation.pt, indicating the order number. After submitting the request, the customer will receive confirmation of its receipt and the respective return instructions.

2. Conditions for Return Acceptance For the return to be accepted, the products must:

be in their original condition;
show no signs of use;
keep tamper-evident seals intact, when applicable;
be complete, with accessories, tags, leaflets, and the original packaging whenever possible;
be accompanied by the respective proof of purchase.

Halosensation reserves the right to refuse returns of products that do not meet these conditions.

3. Products Excluded from Return For reasons of health protection, hygiene, and food safety, returns are not accepted for:

supplements or food products whose seal has been opened, damaged, or removed;
cosmetics, hygiene, or personal care products after opening;
personalized or custom-made products;
products which, by their nature, cannot be returned or resold in appropriate conditions after opening.

Products in campaigns, discounts, or promotions maintain the legal right of withdrawal, except when they fall under one of the legal exceptions mentioned above.

4. Return Costs In cases of withdrawal, exchange out of preference, size exchange, product exchange, or return by customer choice, a fixed return fee of €3.99 applies. This fee corresponds to the operational/logistical cost of the return and may be deducted from the amount to be refunded or charged at the time the return label is issued. The customer must properly pack the products to prevent damage during transport.

5. Defective, Damaged, or Incorrect Products If the customer receives a defective product, damaged during transport, or different from the one ordered, they must contact Halosensation as soon as possible via conceicao@halosensation.pt. The request must include:

order number;
description of the problem;
photographs of the product, packaging, and shipping label, when applicable.

To initiate the process, the €3.99 return fee may apply. If, after analysis, a defect, transport damage, or error attributable to Halosensation is confirmed, this amount will be fully refunded along with the remaining amounts owed to the customer. In these cases, the solution may consist of replacement, reshipment, repair when applicable, a full refund, or another solution agreed upon with the customer.

6. Orders Damaged in Transit The customer must check the order at the time of delivery. If the packaging shows obvious signs of damage, tampering, tears, or opening, we recommend that the customer refuses the delivery and immediately contacts Halosensation. If the customer accepts the order and detects damage later, they must contact us with photographs of the product and packaging for analysis with the carrier. The customer must not discard the product, packaging, or shipping materials before contacting us.

7. Return Procedure To initiate a return, the customer must:

access the customer area or contact Halosensation;
select or indicate the order to be returned;
follow the provided instructions;
pack the products adequately;
correctly attach the return label, when provided;
drop off the package at the designated point.

It is recommended that the customer keeps the proof of delivery until Halosensation confirms receipt of the return.

8. Analysis and Refund Upon receipt of the return, the products will be analyzed by the Halosensation team. The customer will be informed by email of the approval or rejection of the refund. When approved, the refund will be issued using the same payment method used for the purchase, unless expressly agreed otherwise. Halosensation may withhold the refund until it has received the returned products or until the customer provides proof of shipment.

9. Exchanges Halosensation does not perform direct exchanges. To obtain another product, the customer must request a return for the initially purchased item and place a new order. When applicable, the customer may request store credit as an alternative to a refund to the original payment method.

10. Cancellations The customer may request the cancellation of the order before dispatch. After dispatch, the customer must follow the return procedure outlined in this Policy.

11. Contact Information For questions related to returns, exchanges, or refunds: