Right to terminate the contract
The customer is entitled to terminate the contract without indicating any reason within 14 days after the day when the client or a third person designated by them (not the carrier) was in physical possession of the goods (or the last good, in case the customer ordered several items in a single order, that were separately delivered).
The customer may exercise his right to terminate the contract through any unequivocal termination declaration, communicated through any means with evidential value.
In order to do so, the customer must communicate his decision to terminate the contract through a clear statement, in their own words, in a letter sent through registered postal mail or in an e-mail, sent to one of the following addresses: Rua Nova do Desterro, n.º 21, 1150-241 Lisboa or email@example.com
We note that the right to terminate the contract is considered to be exerted within the lawful date when the termination declaration is sent before the end of the above-mentioned deadline.
Exceptions to the right to terminate the contract
The right to terminate the contract can not be exercised for the following products:
- Items manufactured according to customer specifications or clearly personalized;
- Items whose nature prevents them from being reshipped or makes them susceptible to deterioration or going beyond their expiration date;
- Sealed goods not susceptible of being returned for health or hygiene reasons if they were opened after delivery;
- Items that, upon delivery and due to their nature, become inseparably mixed with other items;
- Alcoholic beverages whose price was agreed upon the signing of the contract, whose delivery can only be completed after a 30-day period, and whose real worth depends on market fluctuations beyond the seller's control;
- Sealed audio or video recordings or computer programs whose warranty seal has been broken by the customer after delivery;
- Delivery of a newspaper, a journal or a magazine, with the exception of the subscription contracts for sending these publications.
Effects of contract termination
If the contract is terminated, the customer will be reimbursed for all payments made, including shipping costs (except added costs resulting from the customer having chosen a shipping option with higher costs than the cheaper regular delivery option offered by us), with no undue delay, and, in every case, no later than 14 days from the date when we were informed of the client's decision to terminate the contract. The reimbursement will be made through the same method of payment used by the customer in the initial transaction, except if there is an explicit agreement to do otherwise; in any case, the customer is not to bear any costs for the reimbursement.
The goods should be returned or delivered to Passos em Volta, Unipessoal Lda., Rua Nova do Desterro, 21 - 1150-241 Lisboa, with no unjustified delays, no later than 14 days after the day the customer informed us of the contract termination. This deadline is considered to have been kept if the items are returned before the end of the 14-day period. The direct costs of the return of the goods must be born by the customer. We may withhold the reimbursement until we received the returned items, or until proof of the items' shipment is presented, whatever happens first.
The customer will be held responsible for the depreciation of items resulting from excessive handling beyond that required to verify the nature, features and proper working of the items.
According to the decree nr. 67/2003, from April 8, modified by the decree nr. 84/2008, from May 21, if the item is not according to the contract within two years of the delivery date, the customer may request its reparation or replacement (substitution), or an adequate price reduction, or the contract termination (return). The costs will be paid by the seller.
In order to exercise their rights, the customer must inform the seller about the item's lack of conformity within two months after discovering it.
Alternative resolution of consumer disputes
In case of a dispute, you may resort to an Alternative Consumer Dispute Resolution Entity.
Some of those entities include:
CNIACC – National Information and Arbitration Centre for Consumer Disputes
CICAP – Porto Consumer Court of Arbitration
CIMAAL – Algarve Consumer Court of Arbitration
CACCDC – Coimbra District Consumer Dispute Arbitration Centre
CACCL – Lisbon Consumer Dispute Arbitration Centre
CACCRAM – Madeira Region Consumer Dispute Arbitration Centre
CACCVA – Vale do Ave Consumer Dispute Arbitration Centre
CIAB – Braga Consumer Court of Arbitration