Unless there are extraordinary circumstances, we will send your order as soon as we get the payment confirmation and according to the stated dates on the Delivery Confirmation. If it hasn’t been specified a delivery date, your order will arrive within 30 days from the date of the Order Confirmation. However, delays may occur for any of the following reasons:
• Personalized products;
• Specialized articles;
• Unforeseen circumstances;
• Problems in the delivery area.
If we are unable to comply with the delivery date for reasons beyond our responsibility, we will inform you of this scenario and give you the option to continue with your purchase, establish a new delivery date, or cancel the order with a refund of the paid amount, without prejudice to all other rights which may be accorded under the applicable legislation. In either case, we do not deliver on Saturdays or Sundays. According to these conditions, the delivery process is considered complete when the client or a third party indicated by him is physically in possession of the products, which will be proven by the signature on the receipt of delivery at the indicated address.
2. DELIVERY IMPOSSIBILITY
In case we can’t deliver your order, we will leave a note indicating it’s location and what procedure you must follow to have it delivered again. If you are not home by the time the carrier tries to deliver your order, it may be received by an authorized person who must present his/her identification document, be over 18 years of age and be able to sign the proof of delivery.
If this does not occur, we will make two more delivery attempts and, in case of failure, the product will be returned to the Distribution Centre.
Please note that, in case the product is not delivered within the stipulated deadline, you may be charged with the costs related to the product’s storage and delivery attempts.
3. EXCHANGE POLICY
3.1 Right of free contract termination
According to the applicable rules, if you are contracting as a consumer, the costumer has the legal to cancel the contract up to 14 days after its conclusion, without presenting any reason, as long as the respective product is delivered under the same conditions in which it was sent. The free resolution period expires after 14 days from the day the costumer (or a third party – other than the deliverer- indicated by you) receives the order. To exercise the right of free resolution of the contract, the costumer must contact our team. In order to comply with the deadline for the free termination of the contract, the costumer must simply send us a communication stating the intention of withdrawal before the date of the resolution period expires.
Effects of Contract Cancellation:
If the customer cancels the Contract, the amount paid for the products will be refunded, including delivery costs at the original delivery location (with the exception of the additional costs incurred by the customer if the goods are not returned by any of the methods free of charge referred to in Clause 15.3 and following of our Purchase & Use Conditions) without undue delay and provided that it does not exceed the period of 14 days. We will refund by bank transfer. In any case, the customer will not pay any fee resulting from said refund. Notwithstanding the foregoing, we may retain the refund until we receive the products back, or until the customer demonstrates evidence that he returned them. The customer can send the returned items with the printing of the simplified invoice attached in the Delivery Confirmation. The deadline is fulfilled if the customer returns the products before the expiration of the 14 days period. Unless the customer returns the goods through a carrier determined by us, the customer must bear the cost of return.
3.2 Contractual right to return products
In addition to the legally recognized right of free termination of the contract by consumers mentioned in clause 3.1 above, we grant the customer a period of 30 days from the date of confirmation of the shipment of the products to make the return of the products (except those mentioned in the next clause, in which the right to return the products is excluded). The customer will be responsible for the direct costs of returning the product if he does not return the product at a location indicated by us or does not return the products by a carrier determined by us. The Customer may exercise its right to return the products in accordance with the terms set forth in clause 3.1 above for the exercise of the right of free termination of the contract. However, the customer must inform us of their intention to return the products and deliver them within 30 days from the confirmation of the shipment.
3.3 Conditions for the exercise of the contractual right to return products
The customer does not have the contractual right to return the products, provided in clause 3.2 for the following products:
i. Custom items
ii. Sealed products that are not returnable and have been opened after delivery.
The contractual right to return the products must apply exclusively to products that can be returned under the same conditions the customer received them. No refund will be made if the product has been used other than simply opening the package or if it has been damaged; therefore, the customer should be careful with the products while they are in their possession. Please return the item by using or including the original packaging. It should also include all instructions, labels, documents and packaging of the products. In any case, you must return the filled in receipt received at the time of delivery of the product, herewith the product to be returned. At the time of return, the respective products must be returned as indicated.
Returns by Carrier:
When returning the product (s) by a carrier determined by us, you should contact us through our web form or by calling +351 231 451 218 or other contact stated on our Contact page, so that the product is returned to the place of original delivery. You should ship the product in the same packaging with the simplified invoice attached to the email with the shipping confirmation. Neither of the above options will incur any additional cost. If you do not want to return the products through the free options available, you will be responsible for the return costs. Please note that if you decide to return the items to us by collection, we will be allowed to charge you any expenses we may incur. After examining the article, we will let you know if you are entitled to a refund of the amounts paid. Delivery costs will be refunded when the contractual right to return the products is exercised within the contractually defined period and all products concerned are returned. The return will be made as soon as possible and, in any case, in 14 days from the date the customer has informed us of their intention to return the products.
Notwithstanding the foregoing, we may withhold the return until we receive the goods back or until the customer demonstrates evidence that he shipped the products. The return will always be made by bank transfer. If you have any questions, please contact us through our Contacts page. Nonetheless the limitations to the contractual right to return the products, provided for in clause 3.2, this clause should not apply to the exercise of the right of free termination of the contract legally attributed to the consumer, in particular as regards the limitation of the faculties of inspection and manipulation of goods.
3.4 Defected Products
In cases where you consider that the product does not comply with the provisions of the contract, you should contact us through our contact form, indicating the details of the product as well as the damages suffered, or inform us through our Contacts page, within a period of two months in accordance with article 5, No. 2, DL no. 67/2003, of April 08th.
You may return the product at a location indicated by us or deliver it to a pre-selected carrier, and the corresponding amount will be refunded after verification of the merchandise. As legally established, you may also choose to substitute the product, or to have an appropriate reduction of the price. Reimbursement of the price, replacement of the product, or appropriate reduction of the price paid for the item must occur as soon as possible and in any case within 30 days. Amounts paid for products returned for any damages or defects will be reimbursed in full, including delivery costs incurred in sending the item and the costs of returning them. The return must be made by bank transfer. All rights recognized by the law in force shall be safeguarded.
3.5 Size Exchange
If the item purchased by the customer does not match the appropriate size, the customer has the possibility to request the change of size, without having to pay any additional service of delivery of the new article, provided that it returns the original article. This possibility is independent of the right of withdrawal, which continues to exist, both from a legal and contractual point of view. You can order the size change through our available Returns area in your customer area. You should select the new size of your article and ensure that it is the same article. Once the size change is requested and the return method is selected, you must deliver the original item to a location indicated by us, through a carrier of our choice. The original article will have to be returned without any delay, and never after 14 days since the size change request. None of the return method options will incur an additional cost. After the process to change the size, we will send the new order with the article in the requested size as soon as possible and never beyond the maximum period of 30 days. Please note that if after 14 calendar days from the date of the change of size request, you have not delivered the original article, we reserve the right to charge you the costs corresponding to the new order generated, as provided in these terms and conditions.
3.6 Variations that should not be considered defects
We select only the highest quality products, but the features are inevitable and should be accepted as part of the individual product appearance.
3.7 Right of withdrawal and return of orders from abroad
If you have ordered articles from another EU Member State outside Portugal through this website, clauses 3.1, 3.2, 3.3 and 3.5 apply with the restriction that the transport determined by us, can only be made to the address of original delivery within Portugal. We further inform that we are under no circumstances (with the exception of clause 3.4 to which this clause 3.7 does not apply) required to pay shipping costs to addresses other than the original shipping address, nor the costs of returning to destinations outside of Portugal. The provisions in this clause should not affect your consumer and user rights, nor your right to terminate the contract.