9. Returns and Resolution Right
9.1. In the terms of the applicable Portuguese legislation (DL n° 24/2014, 14 of February, altered by law 47/2014, 28 of July) the user / client has 14 days (including Saturdays, Sundays, and holidays), starting from the date that the articles are delivered to the indicated address, to resolve the contract, without paying and without indicating a motive.
9.2. The rights referred to in the previous number should be exercised by the user / client by filling out the free resolution form on the website (legally approved model) that can be found below.
9.3. In the case where the user / client exercises their right of resolution, they should, at their own expense, return the product(s) that were delivered in the exact state that they were found upon delivery, accompanied by their respective warranty certificate(s), instruction manuals and any other document(s), packaging, any eventual accessories that may accompany the purchase, the respective receipt of purchase, and return it to ARNEIRO. Any costs associated to the return of products done by exercising the right of free resolution will always be supported by the user / client.
9.4. All elements accompanied by the product (including respective packaging and accessories) are essential for the eventual return or exchange of the product. The warranty certificate and the respective purchase receipt are absolutely necessary for exercising the rights dictated by the legal guarantee or the eventual voluntary guarantee provided by the respective manufacturer (see 10 below).
9.5. In the case where the user / client intends to exercise their right of resolution, in accordance with the terms of 9.1 and 9.2, without returning them to ARNEIRO within the 14-day period from the date that they were received, the resolution communication will not have any effect and the cost paid for the product(s) will not be returned to the user / client. The same will be applied in the case where all elements referred in number 9.3 are not found in perfect condition.
9.6. Once the products have been returned, the service technicians of ARNEIRO will proceed with analyzing them and verifying their state and the return of all elements referred in number 9.3.
9.7. We will not accept returns or exchanges on products that present any signs of wear or misuse (including, and not limited to, scratches, signs of fall, hits or abrasions). In these cases, ARNEIRO will not return the value paid for the products in question and will proceed with returning them to the client, in the state that they were received.
9.8. We will not accept returns or exchanges on personalized products by the client or personalized in accordance with the client’s specifications.
9.9. After being analyzed by the ARNEIRO technicians, if the returned product(s) follow the above conditions, the value paid by the user / client will be returned within a maximum of 14-days from the date that ARNEIRO received the communication referred to in number 2 or the date in which the product was effectively returned to ARNEIRO, in the case where the return has occurred posterior to the communication resolution date.
9.10. The credit will be processed to guarantee an efficient and speedy return for our client’s convenience, and will be returned according to the payment method utilized during the initial purchase:
- Credit card Visa / Mastercard / Paypal / MBWay: The return amount will be credited in the Credit Card or PayPal / MBWay account utilized during the initial order.
- Payment via ATM Reference: Amount credited to the bank account after indication of the clients IBAN used to pay for the order.
- Payment via Bank Transfer: Amount credited to the bank account used for the order.
9.12. You may exchange for any product in store, as long as the value is equal or superior.