Shipping & Returns

ORDER DELIVERY

Orders are sent via NACEX or CTT, which ensure delivery within 1-2 working days to mainland Portugal.

Once the order has been shipped, the customer will not be able to change or cancel it.

Attention:

All of our orders are shipped with the respective invoice for the material. You can find it in the sachet glued to the outside of the packaging. When receiving your order, always check that the packaging is in proper condition, otherwise do not accept the order and immediately report the situation to the courier. This is because by accepting it, without any complaints, it is assumed that it is in compliance.

Luxsmile does not assume any responsibility in the event of delays in the delivery of orders by the carrier.

WARRANTY (defects and breakdowns)

Warranties only cover defects and faults inherent to the manufacture and assembly of the product. Therefore, it does not apply to problems due to external causes (falls, oxidation, among others) or due to use and assembly not in accordance with the manufacturer's instructions (always read the instruction manual), as well as the use of peripherals or accessories unsuitable for the article in question. cause. Any fault will always be analyzed by Luxsmile, Lda. before activating the warranty. If the defect reported by the customer is not verified or there are traces of intervention by someone not authorized by Luxsmile, Lda, the guarantee becomes void and the product is sent to the customer at the customer's expense.

All non-consumable goods sold by LuxSmile are covered by the warranty required by law, in this case, 2 (two) years from the date on which the invoice is issued.

Situations in which the purchaser, legal or natural person, is a professional user, that is, intends the goods for professional use, the guarantee is 6 (six) months, counting from the date on which the invoice is issued.

DOA's (Dead on Arrival) – These are items that have manufacturing defects detected immediately upon first use. After receiving the order, the customer must immediately check whether the product is in proper condition. You have three working days to inform Luxsmile of any irregular situation (malfunction or manufacturing defect). These products are evaluated and if the defect reported by the customer is found, the item is exchanged for an identical one (unless stock runs out). If there is no stock of that product, the customer will be informed of the delivery time or will be able to exchange it for a similar item.

Repairs – Repairs carried out outside the scope of the warranty have a warranty period of 90 days, and in no case will they be extended beyond this period. If the repair involves the replacement of parts, the parts warranty is 2 years for, and only for, the parts replaced. Parts reconditioned by manufacturers that only have a 90-day warranty are not considered new parts.

How to claim the warranty:

Before activating the warranty, make sure you have followed all the manufacturer's instructions (read the instruction manual carefully).

FILLING OUT THE RMA (Return Material Authorization) FORM

In a constant search for improvement, Luxsmile provides customers with an easy after-sales service. Therefore, to return the product, it is necessary to fill out the RMA Form, in order to facilitate the entire process of controlling the material that is sent by you to Luxsmile (You can access the form by clicking the button below).

SHIPPING OF MATERIAL (via CTT or NACEX)

CTT: The customer goes to a CTT post and sends it by registered mail.

NACEX: Luxsmile offers the customer a collection service, with a price starting at €8.49 (value calculated depending on the weight and volume of the package). If you wish to take advantage of this service, please mention this situation when you contact us and indicate the address where the material should be collected. You will be sent the Luxsmile IBAN with the respective value. The collection request is made after payment confirmation, and you will receive an email indicating the collection day.

Luxsmile, Lda does not accept products covered by warranty or for repair upon collection, with shipping costs being borne by the customer.

Luxsmile, Lda is not responsible for any damage or loss.

EXCHANGES AND RETURNS

Application of the right to repentance:

E-commerce (contracts concluded remotely) - The customer has a maximum period of fifteen days after the date of acquisition of non-consumable goods outside the commercial establishment (e-commerce) to exercise the right of free resolution under the terms of article 10 of Decree-Law No. 24/2014. To do this, you must contact us and send the items to the address indicated. After receiving the items and checking the item's conformity, we will proceed in two different ways according to your preference:

1 - You can keep the amount in credit to use against future purchases. To do this, a voucher will be issued for the value of the return to be discounted on your next purchase. We will send an email to the customer with this code. In the process of completing a new purchase, with a value equal to or greater than that of the returned item, you must enter the respective code in the "Discount voucher" field, which will deduct the value in question. Return and resend costs for the product will be borne by the customer.

2 – You can request a refund of the amount (the refund is made by bank transfer to the account indicated by the customer, excluding shipping costs).

Return and resend costs for the product will be borne by the customer if they exceed the purchase regret period (15 days).

Only products that are in perfect condition, properly packaged and labeled will be accepted. If the label has been cut, please insert it together with the product, inside the packaging.

Products that are incomplete, damaged or have signs of improper use by the customer will not be accepted.

If we receive returns of this type, the customer will not be entitled to a refund, and will be offered to send these items together with the next order or, if they wish, the item will be returned to them, with shipping costs being borne by the client.

We do not provide cash refunds.