Terms of service

Terms of Service (General Terms and Conditions of Sale) – NATURA BY HELENA

1. Seller identification

NATURA BY HELENA is a brand of BORBOLETA PRISMÁTICA, UNIPESSOAL, LDA, with a share capital of €5,000, whose registered office is at Rua Nunes Azevedo, 74 – 1.º Dto, 4870-461 Arcos de Valdevez, Portugal, company number and registration 519025270 (Commercial Registry), VAT no. PT519025270. Contact: geral@naturabyhelena.com | +33 6 86 36 94 67.

2. Scope

These terms govern distance sales concluded through www.naturabyhelena.com between the seller and consumers. Placing an order implies their acceptance. The applicable version is the one published at the time of the order.

3. Products

Products are presented with descriptions and photographs as faithful as possible; slight colour variations may result from screen calibration and, for artisanal and natural products (honeys, soaps), from the character of each batch, without this constituting a lack of conformity when within the characteristics described.

4. Prices

Prices are indicated in euros, including VAT at the legal rate in force, excluding shipping costs, which are displayed before the order is finalised. The applicable price is the one displayed at the time of the order. In the event of a manifest pricing error, we will contact the customer before any dispatch to confirm or cancel (with a full refund) the order.

5. Order and pre-order

The order is confirmed by e-mail after payment validation. Items identified as "Pre-order" are dispatched from 1 September 2026, information indicated on each product page and before payment. Unless a different date is indicated, delivery takes place within a maximum of 30 days from that dispatch start date. If this deadline is not met, the consumer may set us an appropriate additional period and, if delivery still does not take place, terminate the contract with a full refund within 14 days.

6. Payment

Payments are processed securely by the providers available at checkout (bank card and other means indicated). The order is only dispatched after effective collection.

7. Delivery and risk

We deliver to the countries indicated in the Shipping Policy. The risk of loss or damage to the goods passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. In the event of visibly damaged packaging, it is recommended to note reservations with the carrier and to contact us.

8. Right of withdrawal

The consumer has 14 days to withdraw without giving any reason, under the terms and with the exceptions described in the Return and Refund Policy, which forms an integral part of these terms.

9. Legal guarantees

All goods benefit from the legal guarantee of conformity (Portuguese Decree-Law 84/2021 of 18 October): 3 years from delivery for consumers in Portugal, or the mandatory period provided by the law of the consumer's EU country of residence (minimum 2 years). In the event of a lack of conformity: repair or replacement free of charge and, where applicable, price reduction or termination of the contract. These terms do not affect any other mandatory consumer rights.

10. Liability

Nothing in these terms excludes or limits our liability for damage caused by wilful misconduct or gross negligence, for harm to life, health or physical integrity, or any liability that cannot be excluded by law. Outside these cases, we are not liable for losses that do not result from a breach on our part, nor for delays or failures caused by unforeseeable circumstances or force majeure.

11. Intellectual property

All site content (trademarks, texts, photographs, logos, graphics) belongs to BORBOLETA PRISMÁTICA, UNIPESSOAL, LDA or its licensors. Reproduction or use without prior written authorisation is prohibited, without prejudice to free uses provided by law.

12. Personal data

The processing of personal data is described in the Privacy Policy, available on the site.

13. Complaints and alternative dispute resolution

You may send us any complaint at geral@naturabyhelena.com — we reply within a maximum of 15 working days. We provide the Portuguese Electronic Complaints Book (Livro de Reclamações Eletrónico), accessible at www.livroreclamacoes.pt. In the event of a consumer dispute, the consumer may resort to an alternative dispute resolution (ADR) entity, in particular CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt) or the territorially competent ADR entity; the full list is available at www.consumidor.gov.pt. Consumers residing in another Member State may resort to the out-of-court resolution entities of their country of residence.

14. Applicable law and jurisdiction

These terms are governed by Portuguese law, without prejudice to the mandatory consumer-protection provisions of the law of the consumer's habitual country of residence in the EU. The consumer may always bring proceedings before the courts of their own domicile.

15. Changes

We may update these terms at any time; changes apply only to orders placed after their publication.

For deliveries outside the European Union (including Switzerland), the prices and shipping costs displayed do not include import duties, local VAT or customs clearance fees. These charges are payable by the customer directly to the carrier or the customs authorities upon delivery (Delivered Duty Unpaid).