For all products in our online store, there is a shipping cost, taxed according to geographic areas.
PAYMENT METHODS
In the online store, the payment methods are: MULTIBANCO and MBWAY
As indicated in the payment menu at checkout, no other means of payment are accepted.
The customer must only pay the exact amount specified in the confirmation of each order, and must do so using only the payment methods described above. Otherwise, if the customer tries to use another unforeseen payment method, Henrique Relvas cannot be held responsible for the loss of payment or any other damages that may arise as a result.
ORDER CONFIRMATION OR CANCELLATION
After making your purchase, the Customer will receive an automatic email confirming the transaction, which must be printed or saved for future reference.
Henrique Relvas reserves the right not to confirm and/or deliver the products ordered by the Customer, regardless of the reason and is exempt from liability for any damages or costs, if:
– any unpredictable event or change to current circumstances arises that may affect production, transportation and respective costs, or that causes abnormal increases in the prices of raw materials;
– if, for any reason, it is impossible to properly collect and receive the respective payment;
– if the ordered products are no longer available;
– if the order was placed with errors in the data essential for delivery of the order;
– if the order is flagged by the website’s security systems as an incorrect, irregular order and/or considered fraud.
In any of the aforementioned cases, Henrique Relvas will inform the Customer by email about such a situation where it is impossible to confirm the sale and the consequent cancellation of the order, refunding the amount paid for the items.
DELIVERY
In cases where the Customer opts for the Transport service, it is provided by CTT and the carrier NACEX.
If you wish to submit a complaint related to unloading and/or assembly, it must be sent by email to atencao.cliente@nacex.com and complemented with photographs that prove it. The same happens with CTT, you should contact the support line +351 210471616.
DELIVERY TIMES
Barring any exceptional situation, items will be delivered within a maximum period of 5 to 7 working days after the order is placed. In the event of a delay due to force majeure, Henrique Relvas undertakes to inform the Customer and make its best efforts to quickly resolve the situation.
Exchanges and Returns
RETURNS
The customer has 15 calendar days after receiving their order to return their item, without having to justify the reason.
To make your return, you must contact us by email at geral@henriquerelvas.pt and wait for our instructions.
You should never send your order back to us without our authorization, as we will not be responsible for it not arriving.
Customers are responsible for returning the product(s), transporting them at their own expense. In this case, the return must be made in the same packaging, in the conditions in which it was delivered to you. All returned products must be in the same condition in which they were received. If signs of damage or misuse are detected, Henrique Relvas reserves the right not to issue a refund or exchange.
Henrique Relvas is not responsible for lost orders, so we recommend that you send them via registered mail.
Only the value of the parts is refunded.
EXCHANGES
In the case of an exchange, we recommend that you place a new order and return the original product, as we cannot guarantee that the same product will be available at the time of exchange.
CLAIMS
Under current legislation, in the event of non-compliance with the contract, the consumer has the right to have it replaced free of charge, through repair or replacement, an appropriate price reduction or termination of the contract. The consumer must report the lack of conformity within a maximum period of two months after its detection and may exercise the rights described when the lack of conformity becomes apparent within a period of up to two years after delivery of the good.
Under current legislation, in the event of non-compliance with the contract, the consumer has the right to have it replaced free of charge, through repair or replacement, an appropriate price reduction or termination of the contract. The consumer must report the lack of conformity within a maximum period of two months after its detection and may exercise the rights described when the lack of conformity becomes apparent within a period of up to two years after delivery of the good.
The Customer may freely terminate the purchase and sale contract of the products, without having to pay any compensation and without the need to invoke any reason, within 14 days after physical possession of the goods. You will be reimbursed for the amount paid for the products ordered, and the costs of returning these must be borne by the Customer. You can exercise your right to free termination of the contract by completing the following:
« Free resolution form template
(you should only fill out and return this form if you want to terminate the contract)
— To [insert the professional’s name, geographic address and, if applicable, fax number and email address here]:
— I hereby announce () that I/we have resolved () my/our () purchase and sale contract relating to the following good/for the provision of the following service ()
— Requested in ()/received in ()
— Name of consumer(s)
— Address of the consumer(s)
— Signature of the consumer(s) (only if this form is notified on paper)
(*) Cross out what doesn’t matter »
In any case, returns will only be accepted for items that are without any trace of use/alteration, in perfect original condition and accompanied by all the accessories that make them up. It is the Customer’s responsibility to properly package the items to be returned.