Returns & Refunds

If you are not satisfied with your purchase, Care Lineage agrees to make exchanges or returns of products. Our main goal is your total satisfaction!

We evaluate each situation individually and can offer a range of resolution options, including refunds (for all products or only partial), discount on a future purchase or reshipment of the product(s).

You may return it at the time you receive your order or up to 14 business days after the date of receipt.

For the return or exchange to be accepted, the product must not have been used or opened and must be shipped in its original packaging, which must be intact, complete and undamaged (including protective cellophane and other labels that may exist). Offers that may have been shipped with the product must also be returned, subject to the original shipping conditions.

Any problems that may arise from the use of products purchased on our website should be reported to the manufacturer.


How to proceed to make a return?

Email us

Before sending the product(s) for return or exchange, you should contact our customer support ( so we can start the process. We need you to provide us with the order number and information about the product(s) you wish to return. Once you have given us these details, we will send you all the instructions and any necessary documents (if any) to return. This is an obligation, so you really need to wait for our confirmation email. Upon receipt of this email, you have a maximum of 7 days to send us the product(s) to our address, along with any other documents provided by us.


Returns from an EU country

For customers in European Union countries, the return of the product(s) must be made through the National Post Office. You should use regular registered mail so that a tracking code exists. When you contact us for a return, we will send you the document you have to print and place outside the box. In this case, we will not be able to tell you the cost of the return shipping, as it will depend on the National Post Office of each country. Usually, the order may take up to 9 business days to arrive at our premises.


Returns from a non-EU country


After receiving the product(s) at our facility, we will review the situation within 5 business days and send you an email with resolution information. In the case of a refund, it may take another 5-10 business days to process.
In the event that return or exchange is required because the product is defective or a product was not shipped according to your order, shipping will be supported by Care Lineage.
We will not refund shipping costs if it is your withdrawal or mistake.


Order Cancellation

If you would like to cancel your order, please contact us at, and provide us with the order number or the email address with which you placed it. We can only guarantee cancellation if your order has not yet been shipped. If it has already been sent, you will have to return the order to us when you receive it, following the instructions above.
If your order can be canceled, we will refund your order within 5-10 business days. You will receive an email later with a refund confirmation.


Undeliverable Orders

If you provide us with an incorrect or incomplete address, your order may be returned to Care Lineage by the carrier. Therefore, we recommend that you always verify that you entered the correct data when placing an order.



Care Lineage only accepts returns of products whose packaging is intact, complete, undamaged and unused, and which are in the original packaging, which must also be intact and complete. Products that do not meet these requirements will not be accepted.

The refund of the amount paid by the customer will only be made after the confirmation of the good condition of the products, and will always be on the same way for which the payment was made. In the case of payment by PayPal or credit card, the refund is credited to your PayPal account or card and is immediately available. If you have paid by Bank Transfer, you will need to contact us by +351 223 172 412 or by e-mail and give us your bank account details (IBAN and BIC / SWIFT) so that we can transfer the amount to be refunded.

The cost of returning the product will be the responsibility of the customer, and will only be refunded if the return is the responsibility of Care Lineage (defective product, for example). In all other cases, we will only refund the entire value of the item, and the shipping costs are not refundable, whether they have been borne by the customer or by Care Lineage.

Care Lineage will attempt to expedite the reimbursement process where applicable. We do, however, have a maximum period of 30 days, from the date of arrival of the product returned to the premises, to regularize the refund.


In the case of return of orders of International Shipping, where the exchange or return is not related to any lapse by Care Lineage, the shipping costs associated with the return/exchange process or any customs fees that may be applied by the governmental entities of the destination country are the responsibility of the customer.


Right of Withdrawal

According to Law no. 24/2014, of February 14, and updated by Law no. 78/2018, of October 15, applicable to distance contracts, you have the right to freely withdraw of your purchase, without indicating a reason, within 14 working days from the date of reception of your order.

If you wish to exercise your right of withdrawal, we need you to inform us by email ( or by registered letter, through an unequivocal statement, to Care Lineage, Av. Combatentes da Grande Guerra, no. 689, 4200-190 Porto, Portugal.

After you have informed us of your intention to exercise the right to withdraw the order, you will have another 14 days to return it. The cost of returning it to Care Lineage is borne by the customer. The product must be returned as delivered, with no indication of use, complete and in the original packaging. Care Lineage reserves the right not to accept its return if it is not in the described conditions. Always attach the invoice you received with your order.

In case of termination of the contract, all payments made, including the initial delivery costs of the order, will be reimbursed to the customer within 14 working days from the date Care Lineage receives the products at its premises. The refund will be made through the same means of payment that the customer used in the initial transaction unless otherwise agreed by you; in any case, the client does not incur any costs as a consequence of such reimbursement.

The cost of returning the order to Care Lineage is borne by the customer. Please do not send orders to pay when collecting, these will not be accepted by Care Lineage.

In the absence of any of the components of the product sold, or if any of them are not in perfect condition, no refund will be made.

You may not exercise the right of withdrawal if you have already used the product, except to the extent necessary to verify its nature, its characteristics and its operation, according to the law.

The customer can not return the products indicated in article 17 of Law no. 24/2014 of February 14, including sealed goods not susceptible to return, for reasons of health protection or hygiene when opened after delivery.




*This establishment has online Complaint Book