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Refund Policy

1. Right to free termination of the contract 
 

Under the applicable standards, if you are contracting as a consumer, you have the established right to withdraw from the contract within 14 days of its conclusion without giving any reason.

The free withdrawal period shall expire after 14 days from the day on which the customer (or a third party - other than the delivery person - indicated by you) physically purchases several items in a separately delivered order, 14 days from the day on which the customer (or the third party indicated by you) physically purchased the last product. To exercise the right to freely withdraw from the contract, you may contact us by phone 219 257 910, at geral@brasaorosa.pt, communicating your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or by email). The customer may use the attached model withdrawal form. However, the consumer may exercise the right of free withdrawal by any means, it is not mandatory to use any of these means.

To comply with the free contract termination period, you only need to communicate your termination decision before the contract termination period expires.

Effects of contract termination.

If you terminate the Agreement, we will refund to you the amount paid for the products, including the costs of delivery to the original place of delivery (except for any extra costs, which are a consequence of your failure to return the products by any of the free methods referred to in Clause 12.3 et seq, see Terms and Services) without delay, and provided that we do not exceed 14 days from the day on which you were informed of your decision to terminate this Agreement. We will make the refund using the same payment method that you used for the original transaction. In any case, you will not pay any fee arising from the refund. Notwithstanding the above, we may withhold the refund until we receive the products or until you provide evidence that you have returned them.

The deadline is met if the customer returns the products before the 14-day period has expired.

Except when the customer delivers the products to the company's headquarters in Portugal or returns the products via a carrier chosen by us, the customer must bear the return costs.

The customer is only responsible for a possible decrease in the value of the goods as a consequence of delivery, not for assessing the nature, characteristics, and function of the products.

After the order is delivered, if the client chooses to exercise the right to rescind the contract and make the return through a carrier chosen by him/her and not by Brasão Rosa, we cannot assume the risks of returning the package when the causes cannot be imputed to Brasão Rosa.

Likewise, the customer is responsible for the contents of the return package when choosing a return method provided by Brasão Rosa. If there is an error in the contents of the return package that is not the responsibility of Brasão Rosa, we have the right to charge the costs of the return to the client, if applicable.

All rights referred to in the law in force will be safeguarded.

 

2. Contractual right to return products 
 

In addition to the legally recognized right of free termination of the contract for consumers referred to in clause 12.1 above, we will give you a period of 30 days from the date of confirmation of dispatch of the products to return the products (except for those referred to in clause 12.3 below, where the right to return the products is excluded). You will be responsible for the direct costs of returning the goods if you do not return the goods to us at our registered office in Portugal or if you do not return the goods via a carrier of our choice.

The Customer may exercise its right to return the products under the terms provided in clause 12.1 above, which concerns the exercise of the right of free termination of the contract. But the Customer must inform us of his decision to return the products and must deliver the products to us within 30 days from the confirmation of shipment. In case of return of the products by the client, he/she will have to return the items to ensure that they are received by Brasão Rosa within 30 days from the date of shipment confirmation.

 

3. Conditions for exercising the contractual right to return products 
 

The customer does not have the contractual right to return the products provided in clause 1.2 regarding the products below:

  • Customized Articles
  • Sealed products that are not fit to be returned for hygiene reasons and have been opened
     

The contractual right to return products can only be applied to products that can be returned in the same condition as when the customer received them. No refund will be made if the product has been used after simply opening the packaging or if it has been damaged; therefore, the customer must be careful with the products while they are in your possession. Return the item using or including the original packaging. You must also include all product instructions, labels, documents and packaging.

Upon return, the products must be returned as indicated:

  • Returns at the company's headquarters: you can return any product at the company's headquarters in Portugal. In this case, you must present, along with the product, the e-ticket attached in the email with the order confirmation, which can be presented digitally through your mobile device or in printed form.
  • (ii) Returns via carrier: when returning product(s) via a carrier of our choosing, you must contact us at geral@brasaorosa.pt or 219 257 910 to have the product(s) delivered to the original place of delivery.

Neither of the above two options will incur any additional cost.

If you do not want to return the products using the free options available, you will be responsible for the return costs. If you decide to return the items to via cash on delivery, we are authorized to charge you for these costs.

After examining the item, we will inform you whether you are entitled to a refund of the amounts paid. The delivery costs will be refunded when the contractual right to return the goods is exercised within the contractually defined period and all goods are returned. The return will be made as soon as possible and, in any case, within 14 days from the date on which you notified us of your intention to return the products. Notwithstanding the above, we may withhold the return until we receive the products back or until you show proof that you have sent the products. Returns will always be made by the same method of payment that you used to pay for the purchase.

If you have any questions, please contact us via our email geral@brasaorosa.pt or phone 219 257 910.

Notwithstanding the limitations on the contractual right to return goods provided in clause 12.2, this clause shall not apply to the exercise of the consumer's legally granted right to freely withdraw from the contract, in particular with regard to the limitation of the powers of inspection and handling of goods.

 

4. Defective Products 
 

When you consider that, upon delivery, the product does not comply with the provisions of the contract, you must contact us within the legally prescribed period of two months via our contact form, quoting the details of the product as well as the damage suffered, or by calling us on 219 257 910. We will indicate what the customer should do.

You can return the product to the company's headquarters in Portugal. To do this, you must present the order confirmation in digital form on your mobile device or hand in a printout of the order confirmation. Or you can hand the product over to a carrier sent by us to your home, along with a printout of the order confirmation. You will then receive a refund of the corresponding amount.

As legally established, instead of canceling the contract (and subsequent return of the good and refund), you can also opt for product replacement or appropriate price reduction.

Refund of the price, replacement of the product, or appropriate reduction of the price paid for the item must happen as soon as possible and in any case within 30 days.

Amounts paid for products returned for any damage or defects will be refunded in full, including delivery costs incurred in shipping the item and the cost of the return. The return must be made using the same payment method used to pay for the purchase.

All rights recognized by the law in force will be protected.

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