Returns and order issues

3 Eli, Sociedade Unipessoal Lda supplies branded oral-care products to business customers: importers, wholesalers, distributors, retailers, pharmacies, dental and medical practices and other trade buyers. Every order follows a quotation that we prepare for you and that you accept. This page explains what to do if something is wrong with an order. It does not replace the terms in your accepted quotation, and it does not limit any right that the law does not allow to be limited.

1. Reporting incorrect, damaged or missing goods

Please check each delivery as soon as you receive it, before goods are resold, relabelled or mixed with other stock. If anything is wrong, contact us promptly at sales@3eli.com, or through the messages in your customer account if you have one. Reporting early lets us raise the matter with the carrier or supplier while the evidence is still available. Any time limits that apply to your order are those stated in your accepted quotation and those set by applicable law.

Examples of issues to report:

• a product, variant, size, language version or pack format that differs from the accepted quotation;
• fewer units, cartons or pallets than shown on the delivery documents or the quotation;
• goods or packaging damaged in transit, including crushed cartons, leaks or broken seals;
• products that appear faulty, including powered products that do not work as described.

2. What to include

• your order reference, invoice number or quotation reference;
• your company name and the delivery address;
• the product lines affected and the quantity of each;
• a short description of the problem and when you found it;
• for damaged or incorrect goods, photographs of the outer packaging, the carrier label, the damaged or incorrect items and any batch or lot codes visible on the pack;
• for shortages, a photograph or copy of the signed delivery note, including any reservation you noted with the carrier on delivery.

Please keep the goods and their original packaging, including outer cartons and pallet wrapping, until we have reviewed the issue. The carrier or supplier may need to inspect them.

3. Contact us before sending anything back

Do not send goods back without our written return authorisation. Unauthorised returns can be refused, can be delayed at the receiving location, and may not be traceable to your order. When a return is agreed, we will confirm in writing:

• a return authorisation reference to show on the parcel and documents;
• the exact products and quantities to return;
• the correct return address, which depends on the product and the supply route;
• how the goods should be packed, and who arranges and pays for the transport.

Our registered office in Carnaxide, Oeiras is an office address, not a returns warehouse. Please do not send goods there unless our written return authorisation names it as the destination.

4. How we review an issue

We compare your report with the accepted quotation, the delivery documents and any information from the carrier or supplier. We may ask for more photographs, batch codes or, where needed, an inspection. We will tell you what we find and what we propose.

Where we confirm that goods were incorrect, damaged before delivery or missing, the remedy depends on the circumstances and on availability. It may be a replacement or delivery of the missing goods, a credit note, or a refund of the amounts paid for the affected lines. Where the problem arose in transit, we may first need to make a claim with the carrier, and we will keep you informed.

5. Cancellations and change-of-mind requests

Trade orders are placed on the basis of a quotation that you accept, and we often commit to suppliers on your behalf once you do. A change of mind after acceptance is therefore not an automatic right. If you need to cancel or change an order, contact us as soon as possible. We will tell you whether a cancellation or change can be agreed and on what conditions, for example depending on whether goods have already been ordered from the supplier, dispatched, or sourced specially for you. A cancellation or change applies only once we confirm it in writing.

6. Hygiene-sensitive, opened, electrical and specially sourced products

• Hygiene-sensitive products. Toothbrushes, brush heads, interdental products, tongue cleaners, whitening products and other items that come into contact with the mouth cannot normally be taken back once their seal or individual packaging has been opened, unless they are faulty or were not what you ordered.
• Sealed products. Goods returned under an agreed return must normally be unused, in their original sealed packaging and in resaleable condition, unless the reason for the return is a fault, damage before delivery or an incorrect item.
• Electrical and powered products. For electric toothbrushes, water flossers and similar products, tell us the model, the plug or charger type and a description of the fault. Faults are reviewed against the product documentation and any manufacturer requirements, and we may need to refer the case to the supplier or manufacturer.
• Specially sourced products. Products, pack formats, language versions or quantities that we source specifically for your order, and that are not part of our regular supply, cannot normally be returned for change-of-mind reasons. Any special conditions are stated in the quotation.

7. Your quotation and contract terms

Each order is governed by the quotation you accepted and the terms it refers to, including the delivery terms (who is responsible for transport and when risk passes), the payment terms and any product-specific conditions. If this page and your accepted quotation differ, the accepted quotation applies. Nothing on this page adds charges, fees or commitments that are not in your quotation.

8. Rights that cannot be excluded

This policy is written for business purchases. Consumer rules, such as the 14-day right of withdrawal for distance sales in the European Union, apply to sales to consumers and not to purchases made in the course of a business. Nothing on this page excludes or limits any right or remedy you have under the law that applies to your contract and that cannot lawfully be excluded or limited.

9. Contact

Email sales@3eli.com with your order or quotation reference, or use the messages in your customer account. Company details: 3 Eli, Sociedade Unipessoal Lda, NIF 515657026, VAT PT515657026, registered office Avenida Tomás Ribeiro, Nº 43, Bloco 2, 0-M, Edifício Neopark, 2790-221 Carnaxide, Oeiras, Portugal.

Last updated 1 October 2026.