ORDER
To place an order, the Customer must:
- Register by providing the information requested, such as address, telephone contact and e-mail address;
- Complete the information and choose the options available to you during the check-out process (delivery and billing address; shipping method; payment method).
The Customer can send their order through the purchase process called “confirm” on the above website, after having used the online device, by selecting “Add to cart” from the online catalog provided.
The sending of the order by the Customer is tantamount to full and complete acceptance of the prices and description of the products available for sale, as well as the general conditions of sale which will be the only ones applicable to the contract thus concluded.
Estofos Gémeos will honor orders received online only up to the limit of available stocks. If the product is not available, it undertakes to inform the Customer as soon as possible.
Estofos Gémeos is not responsible for any computer problems on the website.
DELIVERY
Orders will be delivered by Estofos Gémeos or by third parties contracted by Estofos Gémeos, with the cost of delivery included in the final price.
The products purchased will be delivered, unless out of stock, within the following deadlines and according to their category:
- Home textiles: between 3 and 10 working days;
- Other items: up to 90 days.
The above-mentioned deadlines begin on the day following the date of receipt of payment.
In the event that the products purchased are no longer manufactured or distributed, Estofos Gémeos will inform the buyer using the contact details provided and will allow them to be exchanged for others of equal value. If the customer does not wish to do so, the amount paid will be refunded.
If the order is not delivered for reasons attributable to the purchaser, Estofos Gémeos reserves the right to charge the full amount of the order and make the product that should have been delivered its own.
To follow up an order in progress, the Customer should send an e-mail to Estofos Gémeos geral@estofosgemeos.pt.
PAYMENT
Estofos Gémeos offers the Customer the following payment methods:
Bank transfer (in this case, the customer must send a copy of the bank transfer to the e-mail address: geral@estofosgemeos.pt with the order number.
The payment to be made by the Customer will consist of the value of the products ordered, plus shipping costs, where applicable.
The products ordered will only be dispatched once payment has been received and duly collected.
Estofos Gémeos will make every effort to guarantee the utmost confidentiality and security of data transmitted via the Internet.
PRICES
Product prices are in euros and include VAT at the prevailing rate, as well as transportation and delivery costs, unless special transportation and delivery requests are made.
Additional transportation, delivery and postal charges, as well as any other costs, which cannot reasonably be calculated prior to the date of conclusion of the contract, may be due.
GUARANTEES
Any product purchased on the www.estofosgemeos.com website is guaranteed, unless otherwise stated, for a period of 2 years, in accordance with Decree-Law no. 67/2003, of April 8.
CANCELLATIONS, EXCHANGES AND RETURNS
The following terms and conditions only apply to purchases made at www.estofosgemeos.com
The Customer may cancel their order at any time up until its delivery, with the right to a refund of all sums paid. Upon receipt of the order by the Customer, he/she may exercise his/her right of withdrawal under the terms legally provided for and indicated below, namely in Decree-Law no. 24/2014, of February 14.
In accordance with the provisions of Decree-Law no. 7/2004 of January 7 (as amended by Decree-Law no. 62/2009 of March 10 and Law no. 46/2012 of August 29) on electronic commerce, Estofos Gémeos reserves the right to unilaterally cancel the order whenever there is a programming error, a malfunction in Estofos Gémeos’ computers or if the contractual proposal arrives at its destination deformed and the error concerns an essential element of the contract.
As part of its Customer Satisfaction Policy, and in accordance with the applicable legislation, Estofos Gémeos makes it possible to exchange or return (terminate the contract) items within 14 days of receipt by the Customer, without payment of compensation and without the need to state the reason.
The Customer has the right to terminate the contract without incurring any costs within 14 (fourteen) days from the day following the day: (i) in which the Customer or a third party indicated by the Customer, other than the carrier, acquires possession of the goods or in the event that (ii) where the Customer or a third party indicated by the Customer, other than the carrier, acquires physical possession of the last good when the consumer has ordered several goods in a single order and they are delivered separately.
In order to exercise their right of withdrawal, the Customer must notify Estofos Gémeos services via the email address geral@estofosgemeos.pt of their decision to withdraw from this contract by means of an unequivocal statement (e.g. letter sent by post, fax or email).
If they so wish, the Customer also has the option of filling in and submitting the model withdrawal form (available on this page). If it makes use of this possibility, Estofos Gémeos will send the Customer an email or letter confirming receipt of the withdrawal request within 24 (twenty-four) hours.
In order for the withdrawal period to be respected, it is sufficient for your communication regarding the exercise of the right of withdrawal to be sent to Estofos Gémeos before the withdrawal period expires.
Unless otherwise indicated by the customer, and in order to speed up the reimbursement process, the amount to be reimbursed will be available in the customer’s account on www.estofosgemeos.com.
If the customer wishes to return the money, if the payment was made by Credit Card, Multibanco with the associated NIB/IBAN or MB WAY with the associated cell phone number, the refund will be made to the same means of payment. In the case of amounts paid by ATM without the associated NIB/IBAN being indicated, the refund will be made by transfer to an IBAN to be indicated by the customer.
If the customer wants another form of reimbursement, they must contact Estofos Gémeos within a maximum of 7 days from the date on which Estofos Gémeos was informed of their decision to terminate the contract.
Estofos Gémeos hereby informs you that it may withhold reimbursement until it has received the returned goods.
The Customer must return the goods without undue delay and within a period of 14 (fourteen) days from the day on which the Customer informed Estofos Gémeos of the free termination of the contract, which shall be deemed to have been complied with if the Customer returns the goods before the end of the 14 (fourteen) day period.
The Customer must bear the full cost of returning the goods in the event of exercising the right to withdraw from the contract. In the case of the return of goods which, due to their nature, cannot normally be returned by post, the Customer must bear the direct costs of said return which are associated with the shipping costs set out in the parcel shipping cost table.
Estofos Gémeos does not accept returns sent postage-paid or cash on delivery.
If you wish to exchange items, please contact Estofos Gémeos at the e-mail address geral@estofosgemeos.pt, or by telephone: +351 255 879 014 who will provide you with all the information about the exchange process. Under no circumstances should the Customer send items to Estofos Gémeos without having made prior contact, as they will not be received.
Although returns/exchanges are accepted within the 14-day cooling-off period (as described above), returned goods will only be accepted if they strictly comply with the following conditions:
- Returns and refunds will only be accepted if the product is undamaged, in its original packaging, sealed (without having been opened or the original seal broken) and shows no signs of use or wear, i.e. in perfect, saleable condition;
- You must return the item with its packaging, manuals and accessories in pristine condition;
- Along with the returned goods, you will need to enclose the invoice for the same item.
Under the terms of article 17 of Decree-Law no. 24/2014, of 14 February, exchanges or returns of items made to the Customer’s specifications or clearly personalized are not accepted;
All material received by carrier must be checked on delivery by the customer, verifying the good condition of the product and confirming the model received. The customer must mention any damage found on the carrier’s receipt and proceed to refuse the order, informing Estofos Gémeos immediately by e-mail. Subsequent claims will not be accepted unless they have been mentioned at the time of receipt.
If you are unable to check the package in the presence of the Driver / Courier, you must put “SUBJECT TO CHECK” in the “SUBJECT TO CHECK” tab!
All items will be checked on arrival at our premises and only those that comply with the return conditions will be accepted for exchange or return.
In the event of a return, if the Customer opts for a refund, Estofos Gémeos informs them that:
Refunds are made by the same means of payment or by digital gift card, according to the Customer’s wishes. If an item paid for with a coupon is returned, the amount will be refunded in a coupon valid for 1 year. In the case of payment by Multibanco, Estofos Gémeos asks the Customer to provide a NIB so that the return can be made more quickly.
In the event that you have received defective items or items with technical problems, Estofos Gémeos will arrange for them to be collected from the location you indicate, in the same area as the original order, at no cost to you.
Refunds will only be made once the condition of the product has been checked, within a maximum of 14 days.
Items sent free of charge in the form of gifts or bonuses will not be refunded.
Estofos Gémeos reserves the right not to accept items that do not meet these conditions.
