Terms of Service

Sohzen recommends the reading of the terms of use and the privacy and cookies policies in advance for all users. Browsing any of the pages on this website, as well as placing orders/purchases, implies the acceptance of these conditions and of our privacy policy. We reserve the right to change them without prior notice.

In the event that any of the provisions of the Terms and Conditions are declared invalid or unenforceable, the invalidity or ineffectiveness of said provision will not affect the other provisions. Invalid or unenforceable provisions will be replaced by others that make it possible to achieve, in the best possible way, the goals of the provisions recognized as non-enforceable.

Failure or delay in exercising a right or power conferred by the Terms and Conditions does not imply the waiver of that right, nor the modification of the Terms and Conditions, even if such failure or delay occurs on one or more occasions.

Sohzen aims to provide the best online experience possible. To do so, we need to ensure that our services work with maximum precision. By using our website, the user understands and accepts:

1. not to publish, transmit, redistribute or promote any communication or content that could harm or negatively impact our business, products or services;
2. not to act in a manner, or use any device, that restricts, compromises, interferes or inhibits any other user from accessing the website, or that impacts the security of the latter;
3. not to use any software, tool, script or other device or mechanism (including bots, crawlers or avatars) to browse or search the website or to copy content from it. We reserve the right to immediately terminate the access to our website of any user who violates this or any other provision of these Terms and Conditions.

If you have any questions regarding the conditions or privacy policy, we are available for contact via help@sohzen.com.

This website is run under the name of Sohzen, owned by Sohzen, LDA., headquartered at Rua Alfredo Allen, no. 455 and 461, 4200-135, Paranhos, Porto, Portugal, with NIPC 516635484.

The information and personal data, voluntarily provided by users of this website, will be treated in accordance with the established in the privacy policy. In this way, the customer is consenting to the processing of the provided information and data and declares that these correspond to the truth.

Only individuals aged 18 years or over, who are not under guardianship and/or who do not operate as a company, with an address in Europe, can place orders.

The inclusion of any products or services on sohzen.com, at any given time, does not imply or guarantee that those same products or services will always be available. We reserve the right to discontinue any product at any time.

When using our website and/or placing orders through it, the customer undertakes:

• To make only legally valid orders.
• Not to place any false or fraudulent orders. If, rationally, we can consider that an order of this nature has been placed, there is authorization to cancel it and inform the competent authorities.
• To provide us with your email, address and/or other contact details, in a true and exact manner. You also consent to the use of the information provided for us to contact you when necessary.

Additionally, the Customer Service (CS) provides users with a service to clarify their doubts and resolve any requests or complaints. The CS can be activated through our website form or by sending an email to help@sohzen.com, available in the Contacts section of the website.

After selecting the desired product(s) and respective applicable attributes (sizes, units, among others), the user is directed to a checkout page where information regarding the holder, email, address of shipping/billing, payment method, shipping costs and estimated delivery time is collected.

The price of each Sohzen product will be the one stipulated, at all times, on our website, except in case of obvious error. Although we try to ensure that all prices are correct, mistakes can occur. If we detect an error in the price of any of the items that you have ordered, we will inform you as soon as possible and give you the option to confirm the order again at the correct price or cancel it. If we are unable to contact the customer, the order will be canceled and the amount paid will be refunded in full.

Sohzen is not obligated to supply any product at the incorrect lower price (even if the order confirmation has already been sent by email), if the error in the price is obvious, unambiguous or reasonably recognized by the customer as incorrect.

The pricing of our products include VAT at the portuguese prevailing legal rate, with the exclusion of orders placed in the United Kingdom.

Prices can be changed at any time. Except as set out above, possible changes will not affect purchases for which an order confirmation has already been sent.

The customer will always be informed of the total value of their order, including all taxes and other costs such as delivery charges.

We accept the following payment methods:

• Credit Card (MasterCard; VISA; American Express)

Customers can pay by credit card, taking advantage of the liquidity and payment terms offered by their bank.

Is it safe to make an online payment with my credit card?

All transactions on our website are secure.

We make use of a sophisticated system for detecting and preventing actions that indicate fraud. Through this solution, it is possible to verify the authenticity of payments made online while safeguarding the integrity and security of customer data, as well as their identification. This is made possible by SSL (Secure Sockets Layer) technology, which encrypts the communications exchanged between the client's software and our server, so that they cannot be intercepted. As such, Sohzen reserves the right to refuse payment for an order if the respective transaction is found to be unlawful.

3D Secure

3D Secure is a communication protocol developed to improve the security of online payments and enable credit card user authentication with the issuing bank. After making a payment at an online store, a process is triggered that checks whether the card used is valid. Once the card is considered valid, the security systems associated with the 3D Secure protocol verify the customer's identity using, in real time, the credit card issuer who, in turn, validates the customer's identity and reports the confirmation that the card used is legitimate. This control is intended to protect credit card holders, by reducing the probability of fraudulent use of their cards, ensuring greater efficiency in the transaction. This protocol is used by Visa, under the designation "Verified By Visa", and by Mastercard under the designation "Secure Code".

How are credit card payments processed?

After selecting the credit card payment option and proceeding to checkout, the customer will be redirected to the page of the entity that ensures the payment operation. On this page, you must indicate the necessary details of your credit card, namely its number, expiration date and security code. In this sequence, click on Validate payment.

If a payment is refused, a message will be displayed to the customer in the shopping cart window indicating the verified error. It is suggested, in this situation, to make a new payment attempt. If the problem persists, it is recommended to contact the respective bank or credit card issuer.

Once a successful payment is made, the amount will be debited from the customer's credit card account.

Credit card verification number

To maintain customer security and prevent fraud, you will be asked to enter your card verification number (CVV) when paying by credit card. This 3-digit number is found on the back of the credit card.

• PayPal

PayPal is a secure method, used around the world. For more details on this payment method we recommend visiting www.paypal.com.

PayPal's European operating company is PayPal (Europe) S.à.r.l. & Cie. S.C.A., 22-24 Boulevard Royal, 2449, Luxembourg.

If the data subject chooses PayPal as the payment option during the order process, we automatically transmit the data of the customer to PayPal. By selecting this payment option, the data subject/customer agrees with the transfer of personal data necessary for payment processing.

The personal data transmitted to PayPal is generally the name, surname, address, email address, IP address, telephone number, or other data necessary for payment processing. Processing your purchase also requires these personal data, which are related to the respective order.

Save data for future Paypal transactions

By subscribing to this option, the customer grants authorization for the recording of data associated with their Paypal account. In this sense, you will not need to access the PayPal platform page in a future purchase on our website; the amount of the purchase in question will be automatically debited from the PayPal account used when subscribing to this option.

For information, it is clarified that, at any time, the customer can remove this option in their PayPal account. To do so, they must access the menu relating to their personal profile, select the Payments tab and cancel, from among the pre-approved payments, the one associated with Sohzen.

Note: Sohzen does not store any data existing in the customer's PayPal account.

PayPal will, if necessary, transmit personal data to affiliates and service providers or subcontractors insofar as this is necessary to fulfill contractual obligations or for the data to be processed ​​in your order/purchase.

The data subject has the possibility to revoke the consent for the processing of personal data by PayPal at any time. Revocation will have no effect on the personal data that must be processed, used or transmitted in accordance with the contractual payment processing.

The data protection provisions applicable to PayPal can be found at https://www.paypal.com/us/webapps/mpp/ua/privacy-full.

Sohzen does not accept payment methods other than those specified above. If the customer tries to pay using any other method, we are not responsible for the loss of the amount paid.

All prices charged are presented in the currency of the country/market chosen by the customer. Sohzen offers payments in EUR.

All purchases made through this website are subject to the current Portuguese Value Added Tax (VAT) rate.

All orders are subject to product availability. By default, the user will find the item information of unavailable/out of stock on the product page. However, if any technical issue or lapse occurs when communicating the unavailability of any item in this way, Sohzen will immediately inform the customer by email, and refund any amount that may have already been paid within a maximum period of 14 days.

• The estimated deadlines for delivery of your order are communicated during the purchase procedure, counted in business days. Product deliveries are made from Monday to Friday, from 8:00 am to 10:00 pm.

  Exceptionally, some product deliveries may take place on Saturdays, Sundays and holidays.

• It is essential that, at the requested address, there is a person authorized by the customer, over 18 years old, and carrying an identification document to receive the goods and sign the delivery protocol. Depending on the logistics partner designated for this purpose, it is possible that after a first unsuccessful attempt, a new delivery date will be scheduled directly with the customer, or that the order could be dropped in a picking point for future collection. In this case, the maximum period for collection will be defined and communicated, and the order must be returned to the Distribution Center if it is not collected.

• After finalizing the order, it is not possible to change the payment method and/or delivery address, nor to request an advance or the priority of delivery.

• The delivery period communicated during the product purchase procedure takes into account the stock, geography, the invoice issuing process and the time taken to prepare the order. With every update on the order's delivery status, Sohzen automatically sends an email to the customer. After the order is dispatched, the customer receives an email with the tracking code, so that they can monitor, in real time, the progress from leaving the warehouse to the receiving address indicated by them.

• The indicated shipping deadlines will be complied with under normal conditions for processing orders, so the exceptional increase in the volume of orders that may occur during festive periods or during promotional campaigns, as well as other eventualities that hinder the regular provision of the delivery service.

• The shipping cost is calculated based on the delivery location, weight and dimensions of the product. For more information about the values ​​associated with shipping, we recommend reading our Shipping section at FAQs.

• Sohzen does not authorize the carrier to:

  • Entering the home;
  • Deliver by alternative means;
  • Open the product packaging;
  • Carry out delivery to an address different from the one on the transportation document/invoice.
  • Carry out deliveries to undaraged individuals or without an identification document.

As part of the purchase process, the customer will be informed about the delivery period for the chosen item(s).

In the event of problems with the stock related to the product(s) purchased by the customer or any incident in the shipment of the order, Sohzen will refund the corresponding amount within a maximum period of 14 days.

The products will be delivered to the address indicated by the customer within the deadline communicated during the purchase process and/or in the confirmation email sent by Sohzen.

The delivery times for the products vary depending on their type and characteristics, the selected shipping method (standard or express) and the place where the order is received. When the customer selects a product on the website, they will be provided with a forecast regarding the respective delivery period.

By sending an email to the address provided during the purchase process, Sohzen will inform the customer of the date of departure from the warehouse of the corresponding order, as well as providing the tracking code shared with the carrier responsible for delivering the order. The customer will be able to access up-to-date information on the status of the order in two ways: through the tracking ID in the customer account, on the Sohzen website, in My orders through the tracking code with a link to the carrier's website, which can be found in the email sent by Sohzen when the product or products purchased by the customer leave the warehouse.

Delivery is considered accomplished from the moment the products have been made available to the customer at the address previously indicated.

The consumer has the right of free withdrawal within 14 calendar days.

The period for exercising the right of free resolution expires 14 days from the day following the one on which you acquired physical possession of the assets.

In the case of ordering several goods in a single order and the goods are delivered separately, the previous period is counted from the day on which you acquired physical possession of the last good.

In order to exercise its right of free withdrawal, the customer must communicate this decision via the address help@sohzen.com, by means of an unequivocal statement.

For the period of free resolution to be respected, it is enough that the communication referring to the exercise of the right of free resolution is sent before the expiry of the aforementioned period.

In case of termination, the customer will be reimbursed for the payments made, including delivery costs, no later than 30 days from the date on which we are informed of the decision of right of free resolution.

The refund is made through the same payment method as the initial transaction. Sohzen reserves the right to withhold refunds for up to 14 days after receiving the returned products.

Products must be returned in the original packaging, accompanied by the invoice, warranty (when applicable) and all its components, without any trace of use. A return form and label can be found inside the delivery package, and the customer must use it to return the item(s), affixing the label to the outside of the original package. In the form, which must be sent inside the package, the customer must identify the item(s) to be returned, the reason for return and what to do after receiving the order by Sohzen (refund or item exchange, to which we will provide a store credit).

The customer is responsible for keeping the packaging elements of each product they wish to return in perfect condition. Note: only infusions whose packaging is perfectly sealed and its contents inviolable can be returned.

Upon arrival of the product at the Distribution Center, Sohzen will verify if the above conditions have been met.

The estimated refund deadline is up to 14 business days, for all payment methods.

In cases where the customer considers that, at the time of delivery, the product is not in accordance with the provisions of the contract, they must contact Sohzen, within thirty (30) days, via email help@sohzen.com, indicating the details of the product you deem to be defective, as well as the damage suffered.

As legally established, instead of canceling the contract (and consequent return of the goods and refund), you can also choose to replace the product or receive a new credit to spend at sohzen.com. The resolution of this conflict by Sohzen must take place within a maximum period of 30 days.

Amounts paid for returned products for any damage or defects will be refunded in full, including delivery costs incurred in shipping the item. The refund of the amount will be made using the same payment method used when completing the purchase.

The items we sell, especially those made by hand, often have the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, texture, knots and colors, cannot be considered defects or damage. On the contrary, their presence must be expected and appreciated. The certificate of authenticity contains some of the exclusions and variations that should not be considered defects.

Offers, discounts or campaigns that may, at any given time, take place, can be found on the website's homepage and/or on the pages of the products in question. However, an offer may be withdrawn from the website when these items are no longer in stock.

The customer must carefully read the regulation of each offer, campaign or discount before completing the purchase. In case of doubt, Sohzen is available for contact through Customer Service (help@sohzen.com).

Before purchasing a product, the customer must carefully read the description of use, conservation and handling. In case of doubt, you should contact our Customer Service.

Neither party will be liable to the other for any failure or delay in complying with the obligations contained in these Terms and Conditions, caused by fortuitous events or force majeure. The concept of force majeure must include any event, failure to exercise, omission or accident that is beyond our control.

It will be considered that our obligations are suspended during the period in which the reasons of force majeure occur and we will benefit from an extension of the period to fulfill such obligations, for a period of time equal to the duration of the reasons of force majeure.

Sohzen undertakes to use all reasonable means to put an end to force majeure reasons or to find a solution that allows us to fulfill the obligations arising from the contract entered into with the customer.

By using this website, the customer accepts that most notifications are electronic. We will contact you by email or provide information through messages posted on our website. For contractual purposes, the customer agrees to use this means of communication and acknowledges that all notifications, information and other messages sent electronically satisfy the legal requirement that such communications be made written. This condition does not affect other rights recognized by law.

Any question regarding the interpretation, compliance and/or validity of the Terms and Conditions and/or the particular conditions applicable in each case, which may arise between the customer and Sohzen, will be analyzed in accordance with the same Terms and Conditions, in the first place and, secondly, in accordance with Portuguese legislation that can be applied at any time.

Your feedback is always welcome. Any comment, suggestion or complaint must be sent through our contact channels, by email (help@sohzen.com), or through our social networks, Facebook or Instagram.

Sohzen also has a system of verified reviews, so that our customers can leave their opinion regarding the shopping experience on our website. This request for a review is presented to the customer in the form of a specific email for this purpose, after confirmation of reception of the order.

Likewise, we make available to our customers the link to the European Commission platform, in accordance with EU Regulation No. 524/2013, which provides for the option of trying to resolve any dispute extrajudicially.