Refund policy

Return and Refund Policy

At A-Line Wellness, we want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and the procedure for returning products, requesting a refund or reporting damaged, defective or incorrect items.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Right to Cancel and Return an Order

You may notify us that you wish to cancel and return your order within 14 calendar days from the day on which you, or a person designated by you other than the carrier, receives the goods.

You do not need to provide a reason for exercising this right.

To exercise your right to cancel, you must send us a clear statement before the 14-day cancellation period expires. You may contact us through our contact page or by email at:

Email: anamamicline@gmail.com

Please include:

Your full name
Order number
The product or products you wish to return
The date on which the order was received
A clear statement that you wish to cancel the purchase

After notifying us, you must return the goods within 14 calendar days.

For orders containing multiple products delivered separately, the cancellation period begins on the day you receive the final product from the order.

2. Return Conditions

Returned products should be:

In their original condition
Unused, except for handling reasonably necessary to inspect the product
Complete and returned with all accessories, instructions and original packaging, where reasonably possible
Accompanied by proof of purchase or the corresponding order number

You may inspect a product in the same way you would reasonably inspect it in a physical store.

You may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functionality.

The absence of original packaging does not automatically remove your statutory right of withdrawal, although damage caused by inadequate return packaging may reduce the refundable amount.

3. Products Excluded From the Right of Return

The right to cancel does not apply where a legal exception applies, including:

Products made to the customer’s specifications or clearly personalised
Products that are liable to deteriorate or expire rapidly
Sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been removed after delivery
Digital content supplied without a physical medium where delivery began with the customer’s prior express consent and acknowledgment that the cancellation right would be lost
Gift cards or other non-refundable products where permitted by applicable law

For health, cosmetic and personal-care products, the exclusion applies only where the product was delivered sealed and the seal was removed after delivery, making the product unsuitable for return for genuine health-protection or hygiene reasons. The EU consumer-rights framework recognises this specific exception for qualifying sealed goods, not a blanket exclusion of every personal-care product.

Any applicable product-specific exclusion will also be clearly stated on the relevant product page before purchase.

This section does not affect your rights where a product is damaged, defective, unsafe or not as described.

4. Return Shipping Costs

If you return a product because you changed your mind, you are responsible for the direct cost of returning it, unless we expressly agree to cover that cost.

We recommend using a tracked shipping service and retaining proof of postage. You remain responsible for the returned parcel until it reaches us.

If the product is damaged, defective, incorrect or materially different from what was ordered, A-Line Wellness will bear the reasonable return shipping costs and provide appropriate return instructions.

Do not send a return to our fulfilment address without first contacting us and receiving return instructions.

5. Refunds

Once we receive the returned products, we will inspect them and inform you when the return has been processed.

For a valid cancellation, we will refund all eligible payments received from you, including the original delivery cost up to the amount of the least expensive standard delivery method offered for your order.

If you selected a more expensive delivery option, such as express shipping, the additional amount above the least expensive standard delivery option will not be refunded.

Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree to another method. You will not be charged a fee for receiving the refund.

We will process the refund without undue delay and no later than 14 calendar days after being informed of your decision to cancel.

We may withhold the refund until:

We have received the returned goods, or
You provide evidence that the goods have been sent back,

whichever occurs first.

The customer normally bears the direct cost of returning goods after a change-of-mind cancellation, provided the seller disclosed this before purchase. The seller must, however, refund the eligible original standard delivery charge.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

6. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

If you receive a product that is damaged, defective, unsafe, incorrect or materially different from its description, contact us as soon as reasonably possible.

For shipping damage that is visible upon delivery, we recommend contacting us within 48 hours so that we can promptly document the issue with the carrier. Failure to contact us within 48 hours does not automatically remove any statutory rights you may have.

Please provide:

Your order number
A description of the problem
Clear photographs of the product
Photographs of the outer packaging and shipping label, where relevant
Any other information reasonably required to assess the issue

Please retain the product and all original packaging until we provide further instructions.

Where the product is confirmed to be defective, damaged, incorrect or not as described, we will provide an appropriate legal remedy, which may include repair, replacement, a price reduction or a full or partial refund, depending on the circumstances and applicable law.

Eligible remedies will be provided without additional cost to the customer. Under EU rules, faulty goods must generally be repaired or replaced without cost; where that is not possible within a reasonable time and without significant inconvenience, a price reduction or refund may apply.

7. Exchanges

We do not guarantee direct exchanges.

To request an exchange, contact us before returning the product so that we can confirm whether the requested replacement is available.

Where an exchange is accepted, it will be processed after the returned product has been received and inspected.

For voluntary exchanges due to a preference for another product or variant, you may be responsible for the return shipping cost and any new delivery cost.

Where an exchange is required because the original product was damaged, defective or incorrect, A-Line Wellness will cover the reasonable shipping costs.

An exchange procedure does not limit your statutory right to request a refund where applicable.

8. Return Address

Returns must be sent only after you have contacted us and received return authorisation and instructions.

Return address:

A-Line Wellness

Ana Langley

R. Dr Francisco V. Mend. C. Real LT. 2 R/C LJ V, Lagos,

8600-642 Faro, Portugal

Parcels sent to another address, sent without identification or sent cash on delivery may be refused where permitted by law.

Please clearly include your order number inside the parcel.

9. Refused, Unclaimed or Undeliverable Parcels

If an order is returned to us because:

The customer provided an incorrect or incomplete address
The customer refused delivery without exercising a valid cancellation or legal claim
The parcel was not collected within the carrier’s collection period

we may deduct reasonable and actually incurred return or re-shipping costs from any refundable amount, where permitted by applicable law.

This does not apply where the failed delivery was caused by us or the carrier, or where such a deduction would conflict with mandatory consumer law.

10. Orders Outside the European Union

Customers outside the European Union are also offered a voluntary 14-day return period, subject to the conditions and exclusions in this policy.

Mandatory consumer rights may vary depending on the customer’s country or state of residence. Nothing in this policy removes any non-waivable rights available under applicable local law.

Customs duties, import taxes and customs-processing charges paid directly to authorities or third parties are generally not refundable by A-Line Wellness.

The customer is responsible for completing any customs documentation required for a return. Parcels marked incorrectly or returned with unpaid customs charges may be delayed or refused.

For customers in the United States, the published return conditions—including the return period and responsibility for return shipping—should be presented clearly before purchase. FTC consumer guidance specifically advises checking these elements in a retailer’s stated refund policy.

11. Orders That Cannot Be Fulfilled

If we are unable to fulfil or ship an order, we will inform you and issue a refund for the unavailable products.

Where an entire United States order cannot be shipped, the FTC’s mail, internet and telephone order rule requires refunding the amount paid for the unshipped merchandise, including applicable shipping and handling charges.

12. How to Start a Return

To request a return:

Contact us through our contact page or at [CUSTOMER SERVICE EMAIL].
Provide your order number and identify the products concerned.
State whether the request concerns cancellation, damage, a defect, an incorrect product or another issue.
Wait for our return instructions and return address confirmation.
Package the product securely and send it using an appropriate shipping method.
Retain the shipping receipt and tracking information until the return has been completed.

Sending a return request does not remove or reduce any statutory rights.

13. Model Cancellation Form for EU Consumers

You may use the following form, although its use is not mandatory:

To:

A-Line Wellness

Ana Langley

R. Dr Francisco V. Mend. C. Real LT. 2 R/C LJ V, Lagos,

8600-642 Faro, Portugal

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s):
[INSERT PRODUCT NAMES]

Order number:
[INSERT ORDER NUMBER]

Ordered on:
[INSERT DATE]

Received on:
[INSERT DATE]

Customer name:
[INSERT FULL NAME]

Customer address:
[INSERT ADDRESS]

Date:
[INSERT DATE]

Signature:
Only required if this form is submitted on paper.

14. Changes to This Policy

We may update this Return and Refund Policy when necessary to reflect changes to our business practices, products or legal obligations.

The version applicable to your order is normally the version published at the time the order was placed, except where a later change is required by mandatory law or is more favourable to you.

The date of the latest revision will be displayed at the top of this page.

15. Contact Information

For questions concerning returns, refunds, damaged products or this policy, contact:

A-Line Wellness
Legal business name: A-Line Wellness
Registered address: R. Dr Francisco V. Mend. C. Real LT. 2 R/C LJ V, Lagos,8600-642 Faro, Portugal