Time limit for exercising the right of withdrawal
When you purchase products, the 14-day withdrawal period begins on the day you, or a third party you designate other than the carrier, receive the products.
If a single order includes several products that are delivered separately, the withdrawal period begins on the day the last product is received.
How to exercise your right of withdrawal
You can notify us of your decision by completing the form on this page or by sending a clear statement of your decision to withdraw from the contract by email to info@yntenzo.com or by post to the following address:
NORTEMPRESA, Lda.
Rua Parque Bouça das Mouras, n.º 56
Nogueira, 4715-216 Braga, Portugal
To help us identify your purchase, please provide your order number, your name and the email address you used to place the order. You do not need to give a reason for withdrawing.
You must send your notice of withdrawal before the 14-day period expires.
Submitting a withdrawal request using the form
Identify your order
Enter your name, your order reference and the email address you used to place the order. The field asking for a reason is optional.Confirm your request
Click “Exercise your right of withdrawal” and confirm your decision.Receive confirmation
You will receive an email confirming that we have received your request and explaining how to return the products.Return the products
Send the products back within 14 days of notifying us of your decision.Receive your refund
Your refund will be issued within the time limits and under the conditions set out below.
Returning the products
Please send the products to the NORTEMPRESA, Lda. address shown on this page. Pack them securely to prevent damage in transit.
Where possible, use the original packaging and include a copy of the invoice or your order reference to help us identify your return.
You will meet the return deadline if you send the products back before the 14-day period expires. We recommend keeping your proof of postage.
You are responsible for the direct cost of returning the products unless YNTENZO agrees to cover it or you were not informed of this obligation in advance.
Condition of the products
You may inspect the products with due care to establish their nature, characteristics and functioning.
As provided by law, you may be held liable for any loss in value resulting from handling the products beyond what is necessary for this inspection. Opening the packaging does not in itself cause you to lose your right of withdrawal, subject to the applicable exceptions.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the circumstances provided for by law, including the following:
- Products made to your specifications or clearly personalised.
- Sealed products that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery.
These exceptions apply only to products that meet the relevant legal requirements.
Refunds
If you withdraw from the entire purchase, YNTENZO will refund the payments it has received, including the cost of its standard delivery option. Any additional costs arising from your choice of a more expensive delivery option will not be refunded.
YNTENZO will issue the refund within 14 days of being informed of your decision to withdraw.
Unless YNTENZO offers to collect the products, it may withhold the refund until it receives the products or you provide proof that you have sent them back, whichever occurs first.
YNTENZO will use the same payment method you used for the purchase unless you expressly agree otherwise and incur no fees as a result of the refund. If you agree to a refund by bank transfer, you will be asked to provide your IBAN.
Workshops and gift cards
The instructions for receiving and returning physical products do not apply in the same way to workshop bookings or purchases of gift cards for experiences.
For service contracts, the withdrawal period is generally 14 days from the date the contract is concluded, subject to any applicable legal exceptions. Please read the specific terms for each workshop or gift card before purchasing. These terms do not affect your statutory rights as a consumer.
Exchanges and damaged or faulty products
Requests for exchanges and cases involving products that are faulty or were damaged in transit are handled separately from requests to exercise the right of withdrawal.
Please see the “Shipping and Returns” page or email info@yntenzo.com with your order reference and a description of the issue.
Need help?
Contact our Customer Support team.
Email: info@yntenzo.com
Telephone: +351 253 673 269
Calls are to a Portuguese landline.