1. RMA Returns (Return Material Authorisation)

The RMA – Return Material Authorisation – process allows a product to be returned for inspection, repair, replacement or refund, where applicable.

To initiate a return or exchange under warranty, the Customer must contact Selenterra’s Customer Support, providing:

• Proof of purchase
• A detailed description of the issue

Selenterra will then send the Customer an RMA form, which must be completed and returned to:
support@selenterra.pt

If the legal requirements for a warranty return or exchange are met, all transport costs for sending the item to Selenterra are the Customer’s responsibility.

Incorrect handling of items requiring specific care is entirely at the consumer’s risk. In the event of a fault, products will be forwarded to an external technical service, whose diagnostic report shall be final.

To ensure the RMA process is completed correctly, the Customer must:

1. Carefully package the product, preferably using the original packaging.
2. Clearly label the item with the RMA number provided by Selenterra.
3. Include all original items and accessories supplied with the product.

2. Instructions and Time Limit for Returning Products

Returned products must be sent:

• Properly packaged
• Accompanied by their RMA authorisation
• Within a maximum of 14 working days following the RMA approval
• With the authorised return label included

Failure to return the item within this period will render the RMA process void.

The product must be returned in its original packaging, along with all accessories, manuals and a copy of the invoice, to the following address:

Wsupplies, Lda.
Caminho da Carvalha Gorda, nº 8
3670-057 Cercosa, Campia
Portugal

The parcel must be delivered at a GLS Pickup Point, clearly identifying the sender.

3. Right of Rejection

Selenterra reserves the right to reject:

• Returns that do not comply with the required conditions
• Products damaged due to misuse
• Items not covered by warranty

If a manufacturing defect is confirmed, the Customer is entitled to either a replacement or contract termination, provided the defect is reported within 30 days of delivery.
Selenterra also reserves the right to reject orders on duly justified grounds.

4. Right of Withdrawal (Cooling-off Period)

4.1. Timeframe and General Conditions

Under Article 10 of Portuguese Decree-Law No. 24/2014, relating to distance contracts, the Customer may withdraw from the contract without providing a reason and without incurring any costs, except return shipping costs, within 14 days from the day on which the Customer or a third party (other than the carrier) takes physical possession of the goods.

To exercise this right, the Customer must notify Selenterra at:
support@selenterra.pt

The product must be returned in its original sale condition, unused, in the original packaging, and with all manuals and accessories included.
The Customer must provide the following information:

– Name of the order recipient
– Telephone/mobile number
– Order number
– Order date
– Delivery date
– Number of items purchased
– IBAN for processing any refund

The Customer may alternatively send the model withdrawal form (as set out in the law) via email, without waiting for Selenterra to provide it.
All items included in the original order, including gifts, must be returned in the same condition.

Return address:

Wsupplies, Lda.
Caminho da Carvalha Gorda, nº 8
3670-057 Cercosa, Campia
Portugal

4.2. Distance Withdrawal

The Customer is fully responsible for return delivery costs.
The refund will cover the cost of the product(s) only and will not include shipping charges, as provided by Article 13 of Decree-Law 24/2014.

Refunds will be processed within a maximum of 14 days after Selenterra receives the withdrawal notification, provided the product is returned in accordance with these conditions.

4.3. Refunds

Refunds:

• Will be issued within 14 days from the date Selenterra is notified of the withdrawal
• Will be completed only after the product is received or proof of shipment is provided
• Will be made using the same payment method used in the original purchase, unless otherwise agreed without additional costs to the Customer

Refunds may be withheld until Selenterra receives the returned item(s).
Refunds will be refused if the product is not returned in its original sale condition.

If the Customer does not receive the refund within the expected timeframe, they must:

1. Check their bank account
2. Contact their bank manager
3. Contact their bank branch
4. Only then contact Selenterra at:
support@selenterra.pt

All refunds comply strictly with Portuguese Decree-Law No. 24/2014.

4.4. Legal Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:
– Personalised products
– Sealed goods opened after delivery
– Digital content expressly approved and delivered
– Goods that cannot be returned due to their nature

4.5. Returns & Exchanges Conditions

To be eligible for a return or exchange, products must:
– Be in perfect condition
– Show no signs of misuse
– Be returned in the original packaging
– Include all accessories, manuals and any promotional items
– Be accompanied by the purchase invoice

Required documentation:
– Original invoice
– Proof of payment
– Completed return form Exchanges

Exchanges are permitted for items of equal or higher value, with the applicable price adjustment.
Exchanges are only accepted if the product:
– Is defective
– Is incomplete
– Is incorrect
– Arrived damaged during delivery

Requests must be made to:
support@selenterra.pt

Return address:
Wsupplies, Lda.
Caminho da Carvalha Gorda, nº 8
3670-057 Cercosa, Campia

Gift Items

Gift items may only be exchanged upon presentation of a valid gift receipt and only under the conditions described above.

Shipping Costs

• Initial shipping costs will be refunded where legally applicable (Decree-Law 24/2014).
• If the Customer chooses a different return method from that provided by Selenterra, all additional transport costs will be borne by the Customer.

Selenterra cannot guarantee the condition of products returned without following the established instructions.

International Returns

International returns follow the same rules and timeframes as domestic returns.

5. Exclusions – Products Not Eligible for Return or Exchange

Returns will not be accepted for products that:
– Show signs of use
– Have been activated
– Are damaged
– Have broken or removed seals
– Are not in their original packaging
– Are customised
– Are consumable or special-order items

Examples include, but are not limited to:
1. Perishable items (e.g., food, flowers, newspapers, magazines)
2. Personal-hygiene or intimate products
3. Any item returned to the supplier instead of Selenterra

Any product that fails to meet the conditions listed above will be refused.