SHOP POLICY
CITRODORA strives to create an offering that respects both our skin and our planet. We believe that nature’s technology holds the secret to timeless beauty and that self-care rituals have an impact beyond the physical body. This page outlines our sales policies, providing transparency and trust. Here, you will find essential information about payments, shipping, returns, and consumer rights, so you can choose CITRODORA with confidence.
To ensure a secure and reliable shopping experience, our store offers multiple internationally recognized payment options, all processed through Wix Payments, which adheres to strict security and privacy standards.
Digital Payments
We accept Google Pay, Apple Pay, PayPal, and MB Way, providing convenient and secure payment alternatives.
Credit and Debit Cards
We accept Mastercard, Visa, American Express, and Maestro, ensuring flexibility and confidence in every transaction.
Security and Privacy
Wix Payments complies with the Payment Card Industry Data Security Standards (PCI DSS), guaranteeing the protection of customer information throughout the entire payment process.
Order Processing
To ensure a pleasant shopping experience, all orders are processed as quickly as possible, typically on the same day or, in rare cases, within a maximum of 36 hours. If the selected product is out of stock, the customer will be contacted immediately to arrange a refund.
Shipping Options and Estimated Delivery Time
Orders are shipped via CTT (Portuguese Postal Service), with multiple shipping options available: Standard Mail, Registered Mail, and Express Mail for domestic orders. For international shipping, Standard Mail and Registered Mail are available.
If you choose Standard Mail, which does not include a tracking number, CITRODORA UNIPESSOAL LDA. is not responsible for lost packages, and liability remains with the customer.
Delivery times are estimated by CTT and generally follow these reference timelines:
Domestic (Portugal): 3 business days
International (EU): 5 to 7 business days
International (Rest of the World): 7 business days
CITRODORA UNIPESSOAL LDA. is not responsible for delivery time variations.
Shipping Costs
Shipping costs vary depending on the weight of the order and are calculated at checkout.
Tracking Information
If you selected Registered Mail or Express Mail, you will receive a tracking number on the day your order is shipped, allowing you to monitor your package’s journey.
We strive to deliver your products safely and efficiently, ensuring a seamless experience from checkout to delivery.
Returns
We value your satisfaction and are committed to providing a clear and efficient Returns Process.
If you wish to return a product, the first step is to contact us via email at (citrodora.shop@gmail.com) within 30 days of receiving your order. We will provide you with detailed instructions on how to proceed.
When requesting a return via email, you may include your phone number if you prefer to handle the process over a call.
Returns made without prior email communication will not be accepted.
For a product to be eligible for return, it must be in perfect condition, unused, in its original packaging, and accompanied by the original receipt or invoice.
If the packaging is damaged or the product shows signs of use, returns and refunds will not be processed.
Once you have contacted us and expressed your intention to return a product, it must be properly shipped to the address provided, following the conditions outlined.
Refunds & Exchanges
If you choose a refund or exchange, it will be processed according to your preference and in compliance with our policy.
Refunds
Please, be aware that for online purchases, only the product value will be refunded. Original shipping cost is non-refundable. The return shipping cost is the customer's responsability. When applicable, collection costs are covered by us.
A refund will only be issued after verifying that the product meets the return policy conditions.
We are available to assist you at every step, ensuring a fair and trustworthy experience.
Product Guarantee
At CITRODORA, we carefully select the ingredients in our formulations to create holistic products. We uphold a conscious approach to the Earth's natural resources.
With a strong commitment to customer satisfaction and environmental responsibility, our products seamlessly blend efficacy with ethical integrity.
We take great pride in every creation. If a product does not meet your expectations, you may contact us for Support, Returns, or Exchanges within the defined period, because trust matters.
Our formulations reflect dedication and transparency, prioritizing your skin’s well-being. Each product is crafted in small batches and properly stored to preserve potency, purity, and freshness.
Beyond skincare, we embrace ethical and sustainable values, favoring plant-based ingredients, responsible sourcing, and environmentally conscious production methods.
With every product, we choose quality, care, and a deep connection to nature. This is the heart of our philosophy:
Nature’s Technology, Timeless Beauty.
Privacy Policy & Data Protection
At CITRODORA, we respect your privacy and are committed to protecting your personal data. We comply with the General Data Protection Regulation (GDPR) and adhere to Wix.com’s Privacy and Security Policies, ensuring that your information is handled with transparency, security, and care.
We only access and store the information voluntarily provided by our customers in the following cases: when making a purchase, when creating an account or when subscribing to our newsletter, which includes promotions, articles, and other updates about CITRODORA.
Your Rights
By sharing your information with us, you have the right to: access and review your personal data, modify or update your information at any time, request the deletion of your personal data and unsubscribe from emails whenever you choose.
Data Processing
The information you accept to share with us is used exclusively to enhance your shopping experience, facilitate order processing, and provide customer support.
Security & Protection
CITRODORA UNIPESSOAL, LDA. does not sell or trade your data. Information is only shared when necessary with trusted third parties for payment processing and secure order delivery. Apart from both mentioned exceptions, we do not share your data with thrid parties.
All transactions and personal data are securely encrypted and processed via Wix.com’s payment system, ensuring confidentiality and protection against unauthorized access.
If you have any questions or wish to manage your information, please contact us at our e-mail (citrodora.shop@gmail.com).
Your trust is our priority.
1. Legal Notice – Limitation of Liability
General Statement:
At CITRODORA, we strive to ensure that the information provided on our website is accurate and up-to-date. However, we cannot guarantee that all content is free from errors, omissions, or inaccuracies. We appreciate your understanding and encourage you to contact us if you identify any from the mentioned issues.
Limitation of Liability
CITRODORA UNIPESSOAL LDA. cannot be held liable for any indirect, incidental, special, or consequential damages resulting from:
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The use or inability to use the website or products.
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Errors or delays in order processing or product availability.
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Issues related to third-party payment providers (e.g.: Wix Payments, PayPal, Google Pay, Apple Pay).
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Skin reactions or allergies to the products. Customers are responsible for checking product ingredients before use.
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External Links: The website may contain links to third-party websites. CITRODORA does not control these websites and is not responsible for their content, security, or policies.
2. Acceptable Use of the Website & Purchase Eligibility
Website Use
Users agree to use the website in a legal and responsible manner.
The following activities are strictly prohibited:
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Conducting fraudulent transactions or unauthorized access to website data.
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Uploading or distributing malicious software, viruses, or harmful code.
- Reproducing, modifying, or distributing website content without prior written authorization.
Purchase Eligibility
Customers must be at least 18 years old or have legal consent from a parent/guardian to purchase a product on our website. Orders must be placed using accurate and truthful personal information.
CITRODORA UNIPESSOAL LDA. reserves the right to refuse or cancel orders if fraudulent activity is detecte.
3. Intellectual Property Rights
Ownership & Copyright
All content available on this website, including texts, images, videos, product descriptions, and branding materials, is the exclusive property of CITRODORA UNIPESSOAL LDA. and is protected by national and international intellectual property laws.
Exception: Photographs and videos provided by the Wix.com platform are not owned by CITRODORA UNIPESSOAL LDA. and are used in accordance with their licensing terms.
Any use, reproduction, modification, or distribution of this website’s content without prior written authorization is strictly prohibited and may result in legal action.
Protection of Products & Branding
The name CITRODORA, the logo, and product packaging labels are registered trademarks. Any unauthorized use may result in legal action. Users are not allowed to create derivative products, alter, or resell products under a different brand name.
Photography & Multimedia Rights
All photographs published on the website are intended for the promotion of CITRODORA.
The authors of the images have given explicit permission for their publication.
Unauthorized use, reproduction, or commercial distribution of these images without prior approval is not permitted.
We are committed to providing you with fast and transparent support for any questions, concerns, or complaints.
If you need assistance, our team is available to help through the following contact channels:
Phone: +351 933 028 805
Email: citrodora.shop@gmail.com
Availability: Monday to Friday, 9 AM – 6 PM (GMT)
Complaint Management
Once a complaint is received, we will send a confirmation
within 48 hours.
We strive to resolve most issues within 5 business days. If more time is needed, we will keep the customer informed with regular updates.
If the resolution is unsatisfactory, customers may turn to Alternative Dispute Resolution (ADR) entities, as required by European Union consumer protection laws.
Trust & Compliance
We follow European Union regulations, ensuring that all concerns are handled fairly and transparently. Customer trust is essential to us, and we are committed to delivering professional and reliable service.
At CITRODORA, we believe in responsible beauty:
a commitment to sustainability, ethical ingredient sourcing,
and eco-friendly practices.
Commitment to Sustainability
Glass Packaging: We prioritize glass bottles because glass is infinitely recyclable and helps preserve the properties of our products.
Recyclable Paper: Whenever possible, we use recyclable and biodegradable materials to minimize environmental impact.
Local Suppliers: We prefer local partners whenever feasible, reducing carbon emissions from transportation and supporting the local economy.
Ethical Sourcing of Ingredients
We prioritize biologically sourced ingredients, ensuring that our formulations are free from unnecessary pesticides and harmful compounds.
We work exclusively with trusted suppliers who follow sustainable and cruelty-free practices.
Our commitment to ethical sourcing is the foundation of our ability to offer authentic, effective products suitable for all skin types, including the most sensitive, while respecting biodiversity and the environment.
At CITRODORA, we are dedicated to creating self-care rituals that transform your day. Our natural and sustainable products honor both your skin and the planet.