Condições Gerais de Venda

 

1. Processo de Encomenda e Compra

1.1 Payment Period and Methods: After completing the order process in your personal account, you will have a period, indicated in the chosen payment method, to make the payment. After this period, the order will be canceled.

1.2 Payment Methods offered by Eixo Lifestyle in the online store:

The customer can choose to pay via Multibanco Reference (only available in Portugal), MBWay (only available in Portugal), Credit Card (Visa, MasterCard), and Apple Pay.

The customer will have a period of 3 calendar days, starting from the date the order was placed, to make the payment. The order will not be considered accepted until payment is effectively confirmed as received. If, after the indicated period, Eixo Lifestyle has not received the corresponding amount, the order will be canceled.

1.3 Delivery Process

After payment confirmation, you will receive an order confirmation email with the respective order note. Deliveries are made Monday through Friday, excluding local or national holidays, to the address you provide during the order process.

You can receive the order anywhere (except P.O. boxes) Monday through Friday, between 9 AM and 7 PM. A shipping carrier courier will attempt delivery. Please note that it is not possible to choose a specific delivery time, as this depends on the route defined by the carrier on the day of delivery.

It is important to provide a correct and complete delivery address, as an incorrect or incomplete address may result in the order being returned to Eixo Lifestyle, with additional shipping costs if you request a new shipment. After the order is processed, it is not possible to change the delivery address or billing information.

Orders are shipped via CTT, CTT Expresso, or DPD Carrier services. In case of absence, the courier will leave a notification so you can pick up the order at your local post office or a DPD pickup point. The deadline to pick up the order is 5 business days from the date of the delivery attempt. If the order is not picked up within 5 business days, it will be returned to Eixo Lifestyle.

Shipping Costs: Shipping costs are automatically calculated by our system and updated as you add items to your shopping cart.

Shipping Cost Refund: If the reason for the return is Eixo Lifestyle’s responsibility, we will refund the shipping costs, for example, if there are defective products or items different from those ordered. To receive the refund, you will need to provide your bank details. The refund can be made by bank transfer or through a refund voucher valid for 12 months.

If delivery is unsuccessful due to issues with the shipping carrier and is not Eixo Lifestyle’s responsibility, you should contact us to resolve the situation with the carrier.

Order Cancellation: You can only cancel an order if it is not yet being processed. In this case, please contact our Customer Support by sending an email to [email protected]. Order cancellation is only possible through this process. Requests made otherwise cannot be fulfilled.

1.4 Returns and Exchanges

Returns: If you wish to return one or more products, you may do so within 15 days of receiving the order, provided the following conditions are met:

• Os produtos devem ser devolvidos com etiquetas e nas mesmas condições em que foram recebidos;
• Os produtos não podem ter odor, sinais de uso ou qualquer alteração em relação ao momento da receção, incluindo lavagem por parte do cliente.

To exercise your right of return, please contact our Customer Support by email at [email protected], providing the order number and the description or reference of the products you wish to return. The refund can be made by bank transfer or through a refund voucher valid for 12 months from the date of issue.

If the product you wish to return was purchased as part of a promotional campaign that included a free product, you must return both the product and the free gift received with your purchase. Both products must comply with the guidelines mentioned above.

If we receive a product that does not meet the above conditions, you will lose the right to a refund and will have to request a new shipment, bearing all shipping costs.

Exchanges: To make an exchange, please send an email to [email protected] with your order details and the reference of the item to be exchanged.

The exchange and return process is detailed on the “Shipping, Exchanges, and Returns” page.

Refund Methods: Eixo Lifestyle will endeavor to refund you as quickly as possible, with a maximum period of 15 days from the receipt of the return in our warehouses. The refund will be credited to the same payment method used for the initial purchase or through a discount voucher valid for 12 months from the date of issue.

Return Costs: If Eixo Lifestyle is notified of an error in the shipment of products or if defective products are shipped, Eixo Lifestyle will bear the return costs, and the item will be collected at the delivery address. In case of returns for other reasons not attributable to Eixo Lifestyle, the return costs will be borne by the customer.

2. Informação sobre os Produtos e Preços

2.1 Products: We make every effort to ensure that all details, descriptions, and prices of the products displayed on our website are correct. However, there may be situations where product information, including prices and promotions, is not correctly published. In such cases, we reserve the right not to process orders for these products. If you place an order for such products, our Customer Support team will contact you to inform you of the impossibility of processing the order.

Additionally, orders may not be shipped for other reasons, such as out-of-stock products, inability to obtain payment authorization, or an order deemed fraudulent. All products, campaigns, promotions, and offers are subject to available stock and the units stipulated for the campaign.

Regardless of the payment method, if the order contains a product that is out of stock, the product will be removed from the order, and the remaining products will be shipped after confirmation with the customer.

2.2 Prices: Eixo Lifestyle reserves the right to modify prices without prior notice. Payments are always made in euros, even when prices are displayed in other currencies. Some banks may charge exchange fees, for which Eixo Lifestyle is not responsible.

2.3 Promotional Codes: Available promotional codes cannot be combined with other promotional codes. Promotional codes automatically sent by email cannot be combined with products on sale, other promotional codes, or free shipping offers on orders over €100. During major discount campaigns, promotional codes may not be valid.

3. Sugestões e Reclamações

Our customers’ feedback is very important to us, as it helps us improve our services. If you are not satisfied with our services for any reason or have any suggestions, we ask that you take a few minutes to report the situation, preferably through our Customer Support service, by sending an email to [email protected]

If the complaint is related to a specific order, you have 30 days from the receipt of the order to contact our Customer Support and report the detected problem. If you received a defective, damaged, or different product from what you ordered, you will need to provide photos that clearly show the problem and the condition of the delivery box. Additionally, keep the defective product and the delivery box until you receive instructions from our Customer Support.

Sincerely,

Eixo Lifestyle

Last updated: [07/11/24]