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Refund policy
Return Policy
Last updated: 30 July 2026
There are three distinct routes to return a product. They are cumulative and you choose whichever is most favourable to you.
| What it is | Period | Condition of product | Who pays return | |
|---|---|---|---|---|
| A | Statutory right of withdrawal | 14 days | Food items: seal intact. Other items: may have been tried | Customer |
| B | Zelthy commercial policy | 30 days | Unused, seal intact, original packaging | Customer |
| C | Faulty or non-conforming product | 3 years | Irrelevant | Zelthy |
Important if you are buying supplements or other food products: these items are supplied sealed. For health protection and hygiene reasons, once the safety seal has been broken the product cannot be returned and the right of withdrawal can no longer be exercised over that unit. See section A.
A. Statutory right of withdrawal: 14 days
If you are a consumer, you have the right to withdraw from the contract within 14 calendar days without giving any reason.
Period
The period runs from the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods. If the order is delivered in several shipments, it runs from receipt of the last item.
How to exercise it
Simply send us, before the period expires, an unequivocal statement that you wish to withdraw. You may do so:
- by e-mail to wecare@zelthynutrition.com;
- by post to Huxia, Lda., Rua dos Ferradores 39 B e C, Zona Industrial de Vilamoura, 8125-498 Quarteira, Portugal;
- using the withdrawal form included at the end of this policy, also available at zelthynutrition.com/pages/formulario-de-livre-resolucao. Its use is optional.
To meet the deadline, it is enough that the communication is sent before the period expires.
Condition of the product
Two different rules apply, depending on the type of product.
Sealed food products: supplements, powders, bars, coffees and drinks
These products are supplied with a safety seal. For health protection and hygiene reasons, once the seal has been broken the product cannot be returned and the right of withdrawal can no longer be exercised over that unit. This is an exception expressly provided for by law, and it exists precisely because an opened food product cannot safely be put back on sale.
While the seal remains intact, you may return the product within 14 days. Opening the shipping box or the outer cardboard packaging does not affect this right. What matters is the safety seal on the product itself.
If you ordered several units and opened only some of them, those that remain sealed can be returned as normal.
All other products: clothing, accessories and equipment
You may open, examine and try the product as you would in a physical shop, in order to establish its nature, characteristics and functioning. It does not need to be unused or in its original packaging, but clothing items must retain their tags.
You are liable for any diminished value resulting from handling beyond what is necessary for that purpose. In that case we will deduct a proportionate amount from the refund and explain it to you.
Returning the goods
After notifying us of your decision, you have 14 days to send the product back.
You bear the direct cost of returning the goods. You may use the carrier of your choice or ask us for a prepaid label, in which case its cost will be deducted from the refund. We recommend using a service with proof of delivery, as the risk of the return shipment is yours.
Refund
We refund all payments received, including the standard delivery costs you paid on purchase, within 14 days of being informed of your decision.
If you chose a delivery method more expensive than our standard option, we refund only the amount corresponding to the standard option.
The refund is made using the same means of payment used for the purchase, unless otherwise agreed, and at no cost to you. We may withhold the refund until we receive the goods or until you supply evidence of having sent them back, whichever is earliest.
Exceptions
The right of withdrawal does not apply to:
- sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. This covers all our food supplements, powders, bars, coffees and drinks whose safety seal has been broken;
- goods liable to deteriorate or expire rapidly;
- goods made to your specifications or clearly personalised;
- goods which, after delivery and by their nature, are inseparably mixed with other items.
Outside these cases the right applies in full, including to products bought in a campaign, promotion or sale, and to food products whose seal remains intact.
B. Zelthy commercial policy: 30 days
In addition to the statutory right above, we offer you 30 days from receipt to return products you are not satisfied with.
This is a commercial goodwill offer and is subject to its own conditions:
- the product must be unused, with the safety seal intact and in its original packaging;
- clothing items must retain their tags;
- return costs are borne by you;
- the refund is made to the original payment method within 14 days of receipt and inspection of the product.
Please contact us at wecare@zelthynutrition.com before sending anything, so we can give you the procedure.
This policy neither limits nor replaces the statutory right of withdrawal described in section A, nor the legal guarantee described in section C. If a request meets the conditions of more than one route, we will apply whichever is most favourable to you.
C. Faulty or non-conforming product: 3-year legal guarantee
Goods carry the legal guarantee of conformity provided for in Portuguese Decree-Law No 84/2021, for three years from delivery, with a presumption of non-conformity during the first two years.
A lack of conformity exists, among other situations, where the product does not match the description given, does not have the qualities usual for goods of the same type, or arrives damaged.
In such cases you are entitled, free of charge, to have the goods brought into conformity by repair or replacement, to a proportionate price reduction, or to termination of the contract, on the terms and in the order provided by law. We bear the return costs.
Neither original packaging nor labels are required to claim under the guarantee.
If the product arrives damaged or you receive an item different from the one ordered, please contact us as soon as possible at wecare@zelthynutrition.com with photographs and your order number, so we can resolve it quickly.
How to start a return
- E-mail wecare@zelthynutrition.com with your order number and the product concerned.
- Tell us which route you wish to use, or describe the situation and we will tell you which is most favourable.
- We will reply with shipping instructions.
For the statutory right of withdrawal (route A), notifying us of your decision is sufficient and takes effect immediately, and does not depend on any approval from us.
Exchanges
We do not process direct exchanges. The quickest route is to return the product and place a new order.
Contact
Huxia, Lda.
Rua dos Ferradores 39 B e C, Zona Industrial de Vilamoura, 8125-498 Quarteira, Portugal
wecare@zelthynutrition.com · +351 289 380 558 (national landline rates apply)
Withdrawal Form
Completing this form is optional. You may withdraw by any unequivocal statement. A simple e-mail is enough. We provide it because the law requires it and because it makes the process simpler.
Complete and send to wecare@zelthynutrition.com or by post to the address below.
To:
Huxia, Lda. (Zelthy Nutrition)
Rua dos Ferradores 39 B e C, Zona Industrial de Vilamoura
8125-498 Quarteira, Portugal
wecare@zelthynutrition.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product(s): ________________________________________
Order number: ______________________________________
Order date: ________________________________________
Date received: _____________________________________
Consumer name: _____________________________________
Consumer address: __________________________________
E-mail: ____________________________________________
Signature (only if sent on paper): ____________________
Date: ______________________________________________
Once we receive this notice we will confirm by e-mail and send return instructions. The refund is processed within a maximum of 14 days of receiving this notice, and may be withheld until we receive the product or until you supply evidence of having sent it back.