RETURNS AND EXCHANGES
It is our mission and compromise to provide our customers with the best quality products, manufactured with carefully selected materials. We want you to be 100% satisfied and have the best experience.
All products available at Alínea Store are produced immediately after payment confirmation, and individually customized for each customer (size, colour, etc). Therefore, and in compliance with DL no. 24/2014, of February 14, Article 17th, indent C, the order can only be cancelled if its production hasn't been initiated. In case of cancellation, the payment will be refunded with a deduction of 5€ to cover bank and processing fees.
YOU CAN RETURN YOUR PRODUCT IN THESE SITUATIONS:
- If you receive a different product from what you ordered, we will arrange its collection and the delivery of the correct product, free of charge. Please send us an email at email@example.com informing us about the issue. We will arrange the return by scheduling a courier collection, within 7 working days after the day you contacted us. A new product will then be sent after we receive your return at our facilities. The package and products should be in perfect condition along with all its original contents.
- If the parcel is damaged on arrival and you suspect the content was damaged in transit, please inspect the product before you sign. In case of damage, please return the parcel to the courier and send us an email at firstname.lastname@example.org within 48 hours informing us about the issue, including photos. We will then send you another parcel with the exact same product after we receive the damaged item at our facilities.
- The customer has 30 days to return the products from the day they were received, and in their original package. In case of courier collection, the customer will have to agree and accept a specific collection date, within the same period.
- If the parcel is visibly damaged on arrival, please inspect the product before accepting it. In case of damage, please return the parcel to the courier and send us an email at email@example.com within 48 hours informing us about the issue. If you accept the parcel, Alínea Store cannot be responsible since the courier won't assume the costs through the contracted insurance.
- We cannot be responsible if the parcel is handed to someone else at the address provided.
- We don't accept returns of personalized products.
IN CASE THE PARCEL RETURNS TO ALÍNEA STORE
- Failed delivery: If the customer fails to respond to contact attempts from the courier, they will need to pay for a new delivery, according to the table of shipping fees in the Shipping Policy, plus 2€ to cover return costs from the courier (even if the first delivery was free).
- Customer refused the parcel: If the customer refuses an undamaged parcel, they will need to pay for a new delivery, according to the table of shipping fees in the Shipping Policy, plus 2€ to cover return costs from the courier (even if the first delivery was free), since Alínea Store doesn't accept returns of personalized products.
IF THE PRODUCT IS DEFECTIVE
- Contact Alínea Store at firstname.lastname@example.org, including photos of the defective item and the order number.
- We will replace the product in case it is found to be defective (at sole discretion of Alínea Store).
Alínea Store Gift Cards cannot be exchanged, resold, refunded (not even partially), or credited to a bank account/card or another gift card.
- Alínea Store, Alínea Nova, LDA
- Order Number #(your order's number)
- R. dos Sobreiros, Urb. Sra do Pilar, LT17
- 8365-069 Algoz, Portugal