Refund policy
30-day returns for unopened products
DRAFT — merchant details remain to be completed before publication.
Last updated: October 1, 2026. These policies apply to orders delivered to Canada.
You may request a voluntary return within 30 days after delivery. The supplement must be unopened, unused, sealed and in its original packaging. Please provide your order number or another proof of purchase. Sale-priced paid products are eligible on the same basis; a promotion does not remove statutory remedies.
30-day satisfaction guarantee for opened products
For your first Glycorae order, you may request a refund of the product price paid under our satisfaction guarantee within 30 days after delivery if you are not satisfied. This voluntary guarantee is limited to one claim per household and applies to the first shipment, rather than subsequent subscription renewals. Opened products do not need to be physically returned under this guarantee.
Never continue taking a product that may be causing an adverse reaction merely to qualify for a refund: stop using it, seek appropriate medical advice and contact us. We may request reasonable information to verify the order; feedback about your experience is optional. This guarantee does not promise a health outcome and does not limit rights relating to unsafe, defective or misdescribed goods.
Order cancellations
Contact ajuda@glycorae.pt as soon as possible if you wish to cancel an order. We can normally accept a voluntary cancellation request within 3 hours of placement, provided fulfilment has not begun. We will confirm whether cancellation is possible. If the order has already been dispatched, voluntary returns remain available after delivery under this policy. This operational window does not restrict any cancellation right provided by law.
Bundles, free gifts and digital extras
For a bundle return, contact us about the items included. Refunds are based on the amount actually paid and the discount allocation for the returned items. A free item cannot generate a cash refund.
A free digital guide or e-book has no separate refundable payment. Its displayed reference value is not a charge and will not be deducted as a new fee from your refund. We will explain any requirement to return a physical promotional item before you send the parcel.
Return delivery costs
For a voluntary change-of-mind return, you pay the reasonable return delivery cost unless we agree otherwise. Any return label charge will be explained before you accept it. Original shipping charges are normally non-refundable for a voluntary return, except where the law or the terms of an accepted guarantee require otherwise.
For a wrong, damaged, unsafe or defective item, we will arrange an appropriate remedy and cover necessary return delivery costs where required. We do not apply a blanket 15% penalty to legally required refunds.
Lost, late or undelivered orders
Contact us with your order number if delivery is overdue or a parcel is missing. We will investigate and arrange the remedy available under applicable law. The voluntary 30-day period does not cut off claims for goods that were never delivered, and you do not have to wait indefinitely for a carrier investigation to exercise statutory cancellation rights.
Damaged, incorrect or defective products
Please contact us promptly with your order number and a description of the problem. Photos of the packaging and item can help, where reasonably available. Do not use a product if its safety seal is broken or the product appears unsafe. An item being opened does not remove a remedy for a defect, safety issue or misdescription.
Payment disputes
You may contact our team first so we can try to resolve a problem quickly. This is not a condition of exercising any right to contact your bank, card issuer or consumer authority. If a payment dispute is already active, we will coordinate the resolution to avoid duplicate refunds without restricting your legal rights.
Subscription shipments
The voluntary satisfaction guarantee applies to the initial shipment only. Later paid shipments may be returned unopened under the 30-day voluntary return conditions. Defects, misdescription, unauthorized charges and other statutory claims remain eligible for the remedies provided by law.
Cancelling a subscription stops future renewals; it does not automatically cancel a charge or parcel already processed. See our Subscription and Cancellation Policy.
Safety and hygiene
Opened supplements cannot be accepted for a routine change-of-mind return for safety and hygiene reasons. The opened-product satisfaction guarantee described above is a separate refund route. Neither rule excludes remedies for unsafe or defective goods. Do not send an opened product back unless we specifically request a safe return.
Exchanges
Contact us before returning an item for exchange. We will explain whether a replacement or return-and-reorder is appropriate. You will not be required to make a second purchase to obtain a replacement where the law requires one.
Canadian statutory rights
Your rights depend on the applicable federal, provincial or territorial law. These may include rights concerning defective goods, misleading descriptions, missing contractual disclosures, late delivery, unauthorized renewals and cancellation of distance contracts. Our voluntary policies are additional to those rights. No clause waives a mandatory warranty, refund, chargeback or right to seek assistance from a consumer authority.
Requesting a return and receiving your refund
Email ajuda@glycorae.pt with your order number, reason for the request and the items concerned. We will provide the correct return address and instructions; the business mailing address is not automatically the return warehouse. Contacting us before sending goods helps prevent routing problems and does not invalidate a statutory cancellation notice.
Approved refunds are issued to the original payment method within 10 business days, or sooner if the law requires. Your bank may take additional time to display the credit. We will confirm the amount and reason for any lawful adjustment. If it has not appeared after 15 business days from approval, contact us.