Cancellation, Complaint, and Return Policy (B2B)
1. Scope
This Cancellation, Complaints and Returns Policy applies exclusively to sales made by Mentor Company, Lda to business customers (B2B), including companies, distributors, retailers, resellers, and other commercial operators.
Orders placed through this online store are intended exclusively for business customers and are therefore not subject to the statutory right of withdrawal applicable to consumers.
2. Order Cancellations
Cancellation requests may be submitted by email to encomendas@mentor-company.pt, provided that the order has not yet entered the preparation, production, or shipping process.
Once order processing or shipping has commenced, cancellation may no longer be possible.
All cancellation requests will be assessed by Mentor Company, Lda according to the status of the order at the time the request is received.
3. Returns of Conforming Products
Unless expressly authorised in writing by Mentor Company, Lda, returns of correctly supplied products that are free from defects or non-conformities will not be accepted.
Returns will not be accepted for reasons including, but not limited to:
- Change of mind;
- Ordering errors made by the customer;
- Excess stock;
- Changes in the customer's commercial requirements;
- Preferences regarding colour, size, model, or any other characteristics that correspond to the original order.
Any exception will be assessed on a case-by-case basis and will require prior written approval from Mentor Company, Lda.
4. Inspection of Goods
The customer is responsible for inspecting all products immediately upon delivery.
Whenever possible, any visible damage to the packaging, discrepancies in delivered quantities, or other transport-related issues should be recorded with the carrier at the time of delivery.
5. Transport Damage
Any transport damage, missing items, or delivery discrepancies must be reported in writing to encomendas@mentor-company.pt within 48 hours of receiving the order.
The claim must be accompanied by photographs that clearly document the issue.
Once the claim has been reviewed and approved, Mentor Company, Lda will issue a store credit for the corresponding value to be used in the online store.
6. Defective or Non-Conforming Products
If the customer receives products that are:
- Defective due to manufacturing faults;
- Different from those ordered;
- Delivered in incorrect quantities;
- Not in accordance with the agreed specifications;
the issue must be reported in writing to encomendas@mentor-company.pt.
Visible non-conformities must be reported within 3 business days of receiving the order.
Hidden defects that could not reasonably have been identified upon delivery must be reported as soon as they are discovered.
Mentor Company, Lda may request additional information in order to assess the claim, including:
- Photographs;
- Videos;
- Batch number;
- Labels;
- Product samples;
- Any other information considered relevant.
Once the claim has been validated, Mentor Company, Lda will issue a store credit for the corresponding value to be used in the online store.
7. Faults Reported by End Customers
Whenever an end consumer reports a fault or suspected defect in a product purchased through a professional customer of Mentor Company, Lda, the professional customer must notify encomendas@mentor-company.pt in writing.
To enable the claim to be assessed, the request must include:
- Purchase invoice number;
- Product reference or description;
- A detailed description of the reported fault or issue;
- Clear photographs showing the reported defect;
- A video demonstrating the fault, where applicable;
- The batch number, serial number, or any other product identification, where available.
Mentor Company, Lda may request additional information whenever necessary to properly assess the claim.
Once all the required documentation has been received, the claim will be reviewed by our technical team and, where applicable, by the product manufacturer.
Depending on the outcome of the assessment, one of the following solutions may be offered:
- Product repair, where applicable;
- Product replacement;
- Credit note;
- Refund, where no suitable alternative solution is available.
The assessment process can only begin once all requested information has been received.
8. Return Authorisation
No product may be returned without the prior authorisation of Mentor Company, Lda.
Once a claim has been approved, the customer will receive all necessary instructions regarding the return or collection of the goods.
Returns made without prior authorisation may be refused and returned to the sender, with all associated costs being borne by the customer.
9. Refunds and Credit Notes
Where applicable, refunds or credit notes will only be processed after:
- Receipt of the goods at Mentor Company, Lda's premises (where applicable);
- Inspection and validation of the claim by our team.
Whenever possible, product replacement or the issuance of a credit note will be the preferred solution. Refunds will only be issued where no appropriate alternative solution is available.
10. Limitation of Liability
Mentor Company, Lda's liability shall be limited to the value of the products supplied.
Mentor Company, Lda shall not be liable for any indirect damages, loss of profits, business interruption, commercial losses, or any consequential losses arising from the use, resale, or inability to use the products supplied.
11. Changes to this Policy
Mentor Company, Lda reserves the right to amend this Cancellation, Complaints and Returns Policy at any time.
Any changes shall become effective upon publication on this page.