Making an exchange/return at BZR is very simple and super-fast.
(If you are making your purchase outside Portugal, exchanges will not be allowed, only returns.)
You can go to one of BZR's stores and make your exchange/return there. If you don't have the availability to do so, just follow the following steps:
1- Log in and access your customer area at My Account > Orders,
2- Select the respective order and click on the Return/Exchange button,
3- Pack the item(s) in a properly closed package (you can use BZR's box) together with the shipping note you received and send it to our address:
Limite Radical, Lda. Rua Frei Leão de São Tomás, nº468 4785-154 Trofa, Portugal
*In BZR, it is only possible to exchange sizes (same reference). To exchange for another item you will have to make a return and a new purchase.
BZR accepts exchanges/returns within a maximum period of 30 days from the date of delivery, provided that the items: have not been used, washed or damaged; are not personalized; have the original label; are in perfect conditions of sale and in the original packaging (if there's any).
Separate returns of the same order are not accepted. When you make an exchange / return, make sure that you don't need to exchange or return any more items of the same order.
Exchanges/returns of personal items (for example: underwear), perfumery and cosmetics with damaged packaging (the packaging must be intact) are not accepted.
It is not possible to exchange/return Petratex individual protection articles or Bon Genie rings.
Exchanges/returns can be made in the store, or sent by mail to our headquarters. The costs of transporting exchanges/returns are borne by the customer. In the case of return, only the value of the item(s) is refunded, thus excluding the value of shipping costs. In case of 2nd shipment, shipping costs are the responsibility of the customer. You can check the prices here.
The customer must always keep proof of shipping, since until we receive the item(s) in our warehouse, the responsibility is the customer's. We are not responsible for lost or delayed items in transport from the customer to our warehouse.
The above conditions must be respected so that BZR can make your exchange or refund the payment.
How to file a complaint about a used product
To file a complaint about a used product, you must contact Customer Support to proceed with the resolution of the process.
After that contact, you must send your article with the respective invoice / purchase order (which you can find in your customer area) and a brief description of your complaint. If you prefer, you can also go to one of our physical stores and file a complaint with one of our employees.
The complaint will be subsequently reported to the brand and the maximum response time to the customer is 30 days.
If the brand accepts the complaint, the item will be replaced by a new one (exactly the same) or by the refund of its value (in case there is no stock of the item in question). If the complaint is not accepted, the brand returns the claimed item to be delivered to the customer.
The return shipping costs are the customer's responsibility. You can always choose to return your order at a BZR's physical store, so you don't have any expenses.
I received a wrong and / or defective item. How should I proceed?
In case you have received a wrong and / or defective item, you must contact our Customer Support within a maximum of 8 days after receiving the order. We will always be willing to listen to you and solve the issue in the best possible way.
Do I have to pay to make a return?
If you live in Portugal and in case the exchange/return is caused by a shipping error from BZR, you must contact Customer Support to arrange for us to collect the item, thus all charges for the exchange/return are assumed by BZR. However, the shipping for the replacement item(s) to the customer follows the normal shipping charges for a normal purchase.
Exchange, return or complaint at a BZR's store
You will be able to make exchanges, returns or complaints at one of BZR's stores, obliging you to accompany the item(s) to be returned and the respective invoice/order note. All our online orders follow in BZR's box with the shipping note without price, which can be used as a gift receipt.
In case of refund, this can be done through a discount voucher (which you can use later at BZR's stores or online store) or you can choose to be refunded by the same method you used for payment.
The refund of the value of the item(s) will be made within a maximum period of 10 working days from the date of receipt. Once this is complete, you'll receive a confirmation email. The date on which the transferred amount will be available in the customer's account depends on the customer's banking institution.