Aviso legal

TERMS OF SALE

 

1. Shipping and Delivery Policy

1.1 Order Acceptance

When placing an order, you are making an offer to purchase.

Mauli Natural Soaps, Unipessoal, Lda., NIPC 519244753, with address at Rua Carmen Miranda, n.º 20, Piso 1B, Torre da Marinha, 2840-424 Seixal, hereinafter, “Mauli Soaps” reserves the right to accept or refuse your order for any reason, at its sole discretion.

Your order will only be accepted after confirmation by Mauli Soaps.

We must receive and process your payment before shipping your order.

Once the order has been processed or shipped, cancellation may no longer be possible.

If we do not accept, modify, or cancel an order, we will attempt to notify you by contacting the email, billing address, and/or phone number provided at the time of purchase.

You represent and warrant that your purchases are for your personal or domestic use and not for commercial resale or export.

If a product is unavailable after an order is placed, the Customer will be informed and offered either a refund or replacement product.

1.2 Order Shipping

To ensure the integrity and timely arrival of our artisanal products, Mauli Soaps partners with premium global and local courier services. 

Once your order is dispatched, you will receive a confirmation including a tracking number to monitor your delivery's journey.

Cash on delivery is not available. Orders are only shipped after payment confirmation.

 

1.3 Order Processing

Orders are prepared Monday through Friday, within a maximum period of 2 to 7 business days after payment confirmation.

Large or customized orders require 1 month for the “Curing Ritual” (for safety and quality).

Due to the customised nature and specific production process of these orders, cancellation will not be possible once production or processing has commenced.

The indicated timeframes are only estimates and may vary due to external factors or unforeseen logistical circumstances.

 

1.4 Order Tracking

After shipment, the Customer should track the delivery using the tracking number provided in the confirmation email.

Once the order has been dispatched, delivery is carried out by the carrier. While Mauli Soaps is not responsible for delays caused by the carrier or circumstances beyond its control, it remains committed to assisting the Customer in resolving any delivery issues.

 

1.5 Delivery Address Errors

To ensure your Mauli Soaps products reach you in perfect condition, please verify that all shipping information is accurate at checkout.

In the event that a delivery is unsuccessful due to incorrect information provided or failure to collect the package, a secondary shipping fee may apply to facilitate a new delivery attempt.

Our customer service team is available at mauli@maulisoaps.com or via WhatsApp through the contact +351 932 346 399 to assist you with any delivery concerns.

If an order is returned due to an error in the address provided by the Customer, it will only be reshipped after:

 

1.6 Delivery Delays

Orders are delivered by the designated carrier.

Although every effort is made to ensure deliveries within the estimated timeframes, Mauli Soaps is not responsible for delays caused by the carrier or circumstances beyond its control, but will assist the Customer in resolving delivery issues.

However, it is committed to assisting the Customer in tracking and resolving any delivery issues.

 

2. Cancellation and Refund Policy

2.1 Order Cancellation

Cancellation at the Customer’s Request

The Customer may request the cancellation of their order within a maximum of 2 hours after placing the purchase, provided that the order has not yet been processed or shipped.

The request can be made:

After the order has been logistically processed, cancellation may no longer be possible.

 

Cancellation by Mauli Soaps’ Decision

Mauli Soaps reserves the right to refuse or cancel orders, including, but not limited to, the following situations:

In such cases, the Customer will be informed and, if payment has already been made, a refund of the amount paid will be issued, where applicable.

 

2.2 Refunds

Due to the artisanal and personal nature of our products, and to guarantee the highest standards of hygiene and safety for all our clients, we are unable to accept returns or exchanges of opened or unsealed hygiene products.

However, your satisfaction is our priority. If you have any concerns regarding your purchase, please contact us within 14 days of receipt so we may provide a personalized solution.

In accordance with EU consumer law, Customers have a statutory right of withdrawal within 14 days of receiving the goods, except for sealed hygiene-sensitive products which are not suitable for return once unsealed.

 

To exercise this right, the Customer has 14 days to contact Mauli Soaps by email, providing:

 

• Full name and contact information;

 

• Order number;

 

• Product(s) to be refunded;

 

• Date of purchase.

 

After receiving and verifying your refund request, a refund will be issued for the amount corresponding to the purchased products, based on the amount actually paid.

The refund includes the price of the products and the standard delivery cost originally paid by the Customer. Any additional costs resulting from the Customer choosing a delivery method other than the least expensive standard delivery offered will not be refunded.

If a promotional code or discount was used, only the amount actually paid by the Customer will be refunded.

The refund will be processed within a maximum of 14 days from the date Mauli Soapsis informed of the withdrawal.

The Customer must return the products within 14 days of communicating the withdrawal. Return shipping costs are borne by the Customer unless the product is defective or incorrect.

 

3. Complaints and Dispute Resolution

If you wish to file a complaint or pursue legal action, you should consult the Terms of Use, available on the Mauli Soaps website.

In case of dispute, the consumer may resort to an Alternative Consumer Dispute Resolution Entity. The list of authorized entities is available at: https://www.consumidor.gov.pt

Consumers may also use the European Online Dispute Resolution platform available at:
https://ec.europa.eu/consumers/odr