Return and Refund Policy

Last updated: 25 May 2026

Thank you for your purchase at www.probitas.biz! This policy describes your rights and the procedure for returns, exchanges and refunds, in accordance with Portuguese Decree-Law No. 24/2014 (distance contracts) and Portuguese Decree-Law No. 84/2021 (warranty of conformity).

1. RIGHT OF WITHDRAWAL (14 DAYS)

As a consumer (natural person), you have the right to withdraw from the contract without giving any reason within 14 days from the date of receipt of the goods (Art. 10 DL 24/2014).

How to exercise: send an email to info@probitas.biz with the subject "Withdrawal" indicating the order number. You may use the model withdrawal form provided in Annex B of DL 24/2014.

Refund: will be made within a maximum of 14 days after receipt of the notice, using the same payment method used for the purchase. We may withhold the refund until receipt of the returned goods.

2. CONDITION OF RETURNED GOODS

The item must be in the same condition in which you received it, without signs of use beyond what is strictly necessary for inspection.
Whenever possible, it should be returned in its original packaging with all accessories and manuals.
If the depreciation of the goods results from handling beyond what is necessary to verify their nature, characteristics and functioning, PROBITAS may deduct the value of the depreciation (Art. 14(2) DL 24/2014).

3. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Pursuant to Art. 17 of DL 24/2014, the right of withdrawal does not apply to:

Goods made to the consumer's specifications or clearly personalised;
Goods which, for health or hygiene reasons, have been opened after delivery (not applicable to most of our products);
Sealed software, audio or video, where the seal has been broken;
Digital content not supplied on a tangible medium where execution has begun with the consumer's prior express consent.

Note: products on promotion and goods sold at a reduced price are NOT excluded from the right of withdrawal — they enjoy the same 14 days as any other product.

4. STATUTORY WARRANTY OF CONFORMITY (3 YEARS)

Goods sold are covered by the statutory warranty of conformity provided for in DL 84/2021:

Consumers (natural persons): 3 years from the date of delivery;
Business customers: 1 year (Portuguese Civil Code).

In the event of non-conformity, you are entitled (in this order) to restoration of conformity through repair or replacement (free of charge, within a reasonable time), to a proportionate price reduction, or to termination of the contract.

5. RETURN PROCEDURE

Email info@probitas.biz stating the reason (withdrawal, defect, exchange);
Wait for the reply with shipping instructions and RMA number;
Send the item, properly packaged, to:

PROBITAS — Comércio de Computadores e Serviços, Lda.
Rua das Fisgas 442 — Parque Cascais Stock — Armazém 6
2645-117 Alcabideche
Portugal

6. RETURN COSTS

Withdrawal (Art. 12 DL 24/2014): direct return costs are borne by the consumer, unless PROBITAS agrees to bear them or has omitted to inform the consumer in advance.
Defect / non-conformity (DL 84/2021): return costs are borne by PROBITAS.
Our error (wrong dispatch, incorrect order): return costs borne by PROBITAS.

7. REFUNDS

The refund is processed using the same payment method used for the purchase, within the legal period of 14 days after receipt of the withdrawal notice (subject to the provisions of section 1 on withholding until receipt of the goods).

If you have not received the refund after this period, first contact your bank/card issuer and, if necessary, contact us at info@probitas.biz.

8. COMPLAINTS AND DISPUTE RESOLUTION

Electronic Complaints Book (DL 74/2017): www.livroreclamacoes.pt

Alternative Dispute Resolution (ADR) — Portuguese Law No. 144/2015:

CNIACC — National Centre for Consumer Conflict Information and Arbitration · www.cniacc.pt
CACCL — Lisbon Centre for Consumer Conflict Arbitration · www.centroarbitragemlisboa.pt

EU ODR Platform (Reg. EU 524/2013): ec.europa.eu/consumers/odr

9. CONTACT

info@probitas.biz · +351 213 624 606 · WhatsApp +351 937 631 958

Refund policy