How to return?
a. Right of Resolution
The customer may return his/her order within 14 days from the date of receiving the product (The Contract’s Right of Resolution pursuant to Decree-Law 143/2001 of April 26). With regard to services, because of their ephemeral nature, the return is accepted until 24 hours after the order if in that period the service hasn’t been provided.
No refunds will be accepted for ticketing products or members.
b. Return Policy
Items purchased in the Online Store can only be returned upon presentation of the proof of purchase within 30 days and featuring the original conditions. With the exception of customized items, which are not returnable.
c. Ticket Refund Policy
If the date and/or location of the event is changed, the costumer may request the purchased tickets’ refund up to 10 working days after the official announcement of the date/place alteration, or until the new date/location of the event takes place (whichever date comes first);
In case the event is canceled, the consumer may request the purchased tickets’ refund within 10 working days after the cancellation’s official announcement.
d. Refund Policy of Returned Orders
If, for whatever reason, an order in the online store has not been received by the customer at the address indicated, an email will be sent to the customer as soon as the return arrives at our facilities. This announcement provides the customer with a new way of receiving or cancelling the order (except for customized items, which are not returnable). If the client does not respond the announcement within 14 days, the returnable items will be canceled and the respective amounts will be refunded;
If your order was paid by Credit Card, the items’ amount shall be refunded directly into the card’s bank account. If the order was paid by ATM, the NIB will be asked to proceed to a bank transfer;
In no situation shall the order’s shipping costs be refunded;
e. Exchange of Items
The returns (exchange of items) are allowed for items of equal or greater value than the item originally ordered. Should the desired item, in different size/color, be suspended by the supplier and there is no stock replacement, we guarantee the refunding of that value.
No exchanges of ticketing or membership products are accepted.
f. Costs of Return
If you are returning an item due to an error by the Online Store, the redelivery costs shall be equally borne by us.
For reasons other than those mentioned above, should the customer wish to exchange one item for another, the additional costs will be borne by both parties. For example, if you want to exchange one item for another of different size and price, you will have to bear the redelivery costs and the price difference between the items, while the costs of return will be borne by the Online Store.
g. Return process
- i. The order must arrive duly wrapped and accompanied by the proof of purchase, reason for return, and must have all labels, guarantees, boxes (e.g. clock) and accessories.
- ii. Once the return is received an email will be sent to inform the user of the process.
- iii. In case of refund, it will be made by bank transfer, being necessary to provide your BIN (Bank Identification Number).
- iV. Any package received without identification of the sender or sent to the collection will not be accepted.