Refund Policy
Last Updated: July 4, 20261. Returns
You have 30 calendar days from the date of receiving your order to request a return. To be eligible for a return, the product must be:
- Unused and in the same condition as received
- In its original packaging
- Accompanied by the original order confirmation or proof of purchase
Note: We cannot accept returns for products that have been opened, used, or damaged by the customer.
2. Return Process
Step 1: Contact Us
To initiate a return, please contact our customer support team via email at returns@arthrolix.org with your order details and reason for return.
Step 2: Receive Return Authorization
Our team will review your request and provide you with a Return Authorization Number and return address. Do not send the product back without this authorization, as we will not be able to process the refund.
Step 3: Ship the Product
Carefully package the product and ship it to the address provided. We recommend using a trackable shipping method, as we are not responsible for lost or damaged returns.
Return shipping costs are the responsibility of the customer unless the return is due to a defective product or an error on our part.
3. Refunds
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
3.1 Approved Refunds
If your return is approved, your refund will be processed within 7–10 business days. The refund will be issued using the same payment method as the original purchase. Please note that it may take additional time for the refund to appear in your account depending on your bank or payment provider.
3.2 Partial Refunds
In certain cases, partial refunds may be granted at our discretion, for example:
- Products that show signs of use
- Missing parts or accessories
- Returned products after the 30-day window
3.3 Rejected Refunds
If your return does not meet the eligibility criteria, we will notify you and send the product back to you at your expense.
4. Defective or Incorrect Products
If you receive a product that is defective, damaged in transit, or incorrect, please contact us within 7 days of delivery. We will arrange a full refund or replacement at no additional cost to you. We may request photographic evidence to expedite the process.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please return the original item following the process above and place a new order for the desired product.
6. Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:
- Products that have been opened or used
- Products not in their original packaging
- Any item with a broken or tampered seal
7. Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- First, check your bank account or contact your payment provider, as processing times may vary.
- If you still have not received the refund, please contact us at returns@arthrolix.org with your order details, and we will investigate.
8. Contact Us
If you have any questions about our Refund Policy, please contact us:
- Email: returns@arthrolix.org
- Address: Arthrolix Active, Rua da Prata, 1100-100 Lisboa, Portugal
Effective Date: July 4, 2026