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Terms and Conditions of Sale
Terms and Conditions of Sale
General Terms and Conditions
KONTROLSAT UNIPESSOAL, LDA · NPC 509 043 267 · Version 2026
Index
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1.1 — This document establishes the pre-contractual information and the General Terms and Conditions of Sale and Use relating to distance contracts concluded on the online store www.kontrolsat.com , including all its subdomains and sub-websites, in accordance with Article 4 of Decree-Law No. 24/2014, of February 14, and other applicable legislation.
1.2 — The domain www.kontrolsat.com is owned by KONTROLSAT UNIPESSOAL, LDA , headquartered in Vila Nova de Gaia, legal entity no. 509 043 267, also registered under the same number at the Commercial Registry Office of Vila Nova de Gaia.
1.3 — KONTROLSAT reserves the right to freely modify these conditions, adapting them to current legislation, without prior notice. The changes take effect from the date of their publication on the website.
1.4 — Browsing and/or purchasing any product on www.kontrolsat.com implies full acceptance of these General Terms and Conditions.
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| Thirst | Rua das Lages, 792, 4410-272 Canelas, Vila Nova de Gaia |
| NIF | 509 043 267 |
| Telephone | 220 933 165 |
| 917 387 532 | |
| General email | [email protected] |
| Support / Product | [email protected] |
| Warranty / RMA | [email protected] |
| Messenger | facebook.com/kontrolsat.pt |
| Time | Weekdays — 10:00 AM to 1:00 PM and 2:00 PM to 7:00 PM |
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3.1 — The user agrees to use this website in compliance with applicable law, refraining from using it for activities contrary to law, morality, good customs, or that harm the rights and interests of third parties.
3.2 — The website may contain links to third-party websites. These general conditions do not apply to those websites. Whenever the user is redirected to another website, they should consult the respective privacy policy and terms of use.
3.3 — KONTROLSAT is not responsible for the temporary unavailability of the website due to maintenance, technical failure or force majeure.
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4.1 — All content and information contained on www.kontrolsat.com and its subdomains — including logos, texts, images, videos and graphics — are the property of KONTROLSAT or used under license. Their reproduction, copying, adaptation or dissemination by any means requires prior written authorization from KONTROLSAT.
4.2 — The trademarks of the products marketed by KONTROLSAT are the property of their respective manufacturers. KONTROLSAT does not claim any rights over them.
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5.1 — The purchase process follows these steps:
- › Select the product(s) and add them to the shopping cart;
- Review your cart and confirm the items and quantities;
- › Enter shipping details and select payment method;
- Final review of the order, including total price and shipping costs;
- › Order submitted upon confirmation of payment.
5.2 — The purchase and sale agreement is considered concluded at the moment the invoice-receipt is issued, which is sent to the email address indicated by the customer. The invoice-receipt serves simultaneously as order confirmation and proof of payment.
5.3 — KONTROLSAT reserves the right to refuse or cancel any order in case of stock shortage, pricing error as per clause 6.4, or suspicion of fraudulent use. In such cases, the customer will be informed immediately and fully reimbursed.
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6.1 — KONTROLSAT provides information on the essential characteristics of products based on technical descriptions provided by manufacturers and distributors, accompanied by illustrative images.
6.2 — All prices shown are in euros and include VAT at the current legal rate, except for duly registered resale accounts. Shipping costs are added to the total and indicated before order confirmation.
6.3 — KONTROLSAT reserves the right to change prices at any time, undertaking to apply the price in effect at the time the order is placed.
6.4 — In the event of an error that causes a substantial and unforeseen change in price — making it manifestly derisory or exorbitant — the order will be cancelled and the customer will be fully reimbursed.
6.5 — Online prices are the same as those in the physical store, except for exclusive promotions that are clearly identified. Promotions are published on the FLASH SALES page and are subject to stock availability at the time of ordering.
6.6 — Online Stock (Supplier Items)
Items identified as Stock Online are managed directly by the suppliers and are subject to special conditions described below.
For these items, KONTROLSAT is not responsible for:
- Price changes between order placement and shipment that may result in cancellation with a full refund ;
- Unexpected stock shortages on the part of the supplier;
- Delays in shipping times attributable to the supplier.
In any of the above situations, the customer will be informed immediately and fully reimbursed.
6.7 — Descriptions with Artificial Intelligence
Some product descriptions are generated using AI. KONTROLSAT always recommends consulting the official technical data sheets from the manufacturers.
If you find any questionable or incorrect information, please contact [email protected] so we can correct it promptly.
6.8 — VitorIA Virtual Assistant
KONTROLSAT offers an AI-powered virtual assistant called VitorIA , which can help with:
- › Invoice requests and order-related documents;
- General information regarding policies, deadlines, returns, and warranty.
VitorIA does not replace technical consultation regarding product specifications. For issues requiring human intervention, please contact [email protected] or call 220 933 165 .
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Warning: Installation by an uncertified technician automatically voids the equipment warranty.
7.1 — Air conditioning equipment is supplied without installation . Installation is the sole responsibility of the customer and must be carried out by a duly qualified and certified technician, in accordance with current Portuguese legislation (Decree-Law No. 56/2011 and other applicable regulations).
7.2 — Installation by an uncertified technician automatically voids the equipment warranty, releasing KONTROLSAT and the manufacturer from any liability.
7.3 — KONTROLSAT provides, upon request via email, a list of certified installers located in the customer's district of residence, for informational purposes only and without any responsibility for the services provided by these technicians.
7.4 — The customer must keep the installation certificate issued by the certified technician, as it may be requested in case of a warranty claim.
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8.1 — KONTROLSAT offers the following payment methods, with no additional fees for the customer:
| Multibanco Reference | You have 3 hours to make the payment; |
| MB WAY | Immediate payment. (Please check if the minimum daily purchase/transaction amount is higher than the order value) |
| Credit/Debit Card | Immediate payment; |
| Bank Transfer | You must include your order reference in the transfer description; |
| Payment in Store | ATM (ATM) or cash |
| Klarna | 3 monthly installments with no interest - available for any amount - subject to approval. |
| seQura | Up to 12 installments with interest - minimum amount: €50.00 - subject to approval. |
8.2 — Payment must be made at the time of ordering. In the case of Multibanco Reference or Bank Transfer, the order will be reserved for the validity period of the reference, or for 24 hours in the case of a transfer. After this period without confirmation, the order will be automatically cancelled.
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9.1 — Shipping and Delivery Times
9.1.1 — The shipping times shown refer to the time of dispatch, not the actual delivery date. After dispatch, the estimated delivery times are:
- General articles :
- – 24 to 48 business hours after dispatch for mainland Portugal and mainland Spain;
– 5 to 15 business days after dispatch to the Portuguese Islands (Azores & Madeira);
– 5 to 15 business days after dispatch for the rest of Europe; - Large Home Appliances:
The delivery date will be communicated via SMS after shipment confirmation.
– Service provided by a freight forwarder to the islands. Due to limitations in our system, the transport will be properly quoted;
9.1.2 — KONTROLSAT is not responsible for delays attributable to the carrier, force majeure, or strikes.
9.2 — Delivery Destinations
9.2.1 — KONTROLSAT ships to mainland Portugal, the islands (Madeira and Azores), and international destinations.
Shipping costs to the islands are always checked after the order is placed. Due to technical limitations, the value calculated at checkout may not reflect the actual cost — if an adjustment is necessary, the customer will be contacted within 24 hours .
9.2.2 — For logistical security reasons, international shipments are not made to:
- Televisions with screens larger than 32 inches;
- Any large household appliance;
- Products exceeding 150 cm in size or of a fragile nature unsuitable for international transport.
9.2.3 — Customs duties, taxes or charges in the destination country are the sole responsibility of the recipient.
9.3 — Responsibilities at the Reception
The customer is responsible for checking the condition of the packaging and its contents upon receipt, in the presence of the delivery person.
In case of damaged packaging or non-conformity, the customer must:
- Refuse the order; or
- › Write "Subject to verification — packaging in poor condition" on the delivery note before signing and contact KONTROLSAT immediately.
Acceptance without reservation implies the loss of the right to claim for transport damage.
If the customer provides incorrect delivery information, they are responsible for the reshipping costs. The recipient's absence may result in the cost of a new delivery attempt.
9.3.5 — Product Received Damaged
You have 24 hours after receiving the product to notify KONTROLSAT if it is damaged. After this period, KONTROLSAT cannot guarantee that the claim will be accepted by the carrier.
The notification must be sent to [email protected] and must include:
- › Photograph of the outer packaging (all sides);
- › Photograph of the inner packaging (how the product was protected inside the box);
- Photograph of the carrier's label;
- › Photograph(s) of the damage to the product;
- Copy of the purchase invoice.
9.4 — Return Shipping Costs are the Customer's Responsibility
- Large Appliances: €22.99 per return shipping;
- › Other items: original shipping cost of the initial order.
9.5 — Delivery of Large Household Appliances
Services available at checkout:
- › Door-to-door delivery;
- Home delivery ;
- › Home delivery with installation (basic assembly);
- › In-home delivery with used item pickup;
- › In-home delivery with installation and collection of used items.
Installation consists of basic product assembly . It does not include construction work, plumbing, or gas connections. Built-in products and gas appliances are excluded.
Mandatory access conditions (customer responsibility):
- › Suitable parking space for the transport company's van;
- Sufficient space in elevators and/or stairwells for safe passage of the equipment ;
- The carrier does not transport goods above stair railings or above the 4th floor without an elevator.
Conditions for Used Item Collection (mandatory):
- › Same typology as the new article (e.g., washing machine for washing machine);
- Completely uninstalled before the carrier arrived;
- Clean and dry;
- › Outside the area where the new equipment will be installed.
Delivery route: transport of the new item into the home → installation (if contracted) → collection of the used item (if contracted) → delivery of the used item for recycling.
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10.1 — The customer may cancel the order free of charge as long as it has not been shipped. To do so, they must contact KONTROLSAT through the channels indicated in clause 2.
10.2 — If the order has already been shipped, the customer may refuse delivery or return it in accordance with clause 11. In this case, the customer will be charged the actual round-trip shipping costs, which will be deducted from the refund.
10.3 — Cancellation of an order that has already been shipped constitutes termination of the contract in progress. KONTROLSAT reserves the right to retain the amount corresponding to the actual transport costs incurred.
10.4 — The refund of the remaining amount will be made within a maximum of 14 days after the physical return and verification of the product.
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11.1 — General Provisions
The consumer has 14 days to terminate the contract without needing to give any reason, starting from the day they acquire physical possession of the goods.
This right applies to all customers, including those residing outside of Portugal. To exercise it, notify KONTROLSAT through:
- Email : [email protected]
- › Phone: 220 933 165
- WhatsApp : 917 387 532
- RMA Form: kontrolsat.com/rma/avaria
There are product categories that, by their nature, are not eligible for return. See the full terms and conditions on the Exchanges, Returns and Warranty page.
11.2 — Return Conditions
- Returned within 14 days of notification of termination ;
- › In immaculate condition, with original packaging, plastics, warranty seals and accessories;
- › No signs of use, damage, or alterations.
KONTROLSAT may refuse the return if the above conditions are not met.
Product depreciation: In accordance with Article 14 of Decree-Law No. 24/2014, the customer is responsible for any decrease in the value of the goods resulting from handling that exceeds what is necessary to appreciate their characteristics and functioning—that is, beyond what would be permitted in a physical store. If depreciation occurs, KONTROLSAT reserves the right to deduct the corresponding amount from the refund.
11.3 — Products Excluded from Return
Returns or exchanges are not accepted for the following items:
- Electronics with a broken Warranty Seal or Activation/Consumption Expiry Date;
- Hygiene products (earplugs, razors, hair clippers, etc.);
- Mobile phones, memory cards, batteries, external hard drives, CDs, DVDs and software ;
- › Installation/recessed products that are not fully sealed.
11.4 — Return Costs
The return shipping costs are borne by the customer, in accordance with paragraph 2 of article 13 of Decree-Law no. 24/2014. When the product cannot be returned via normal postal services due to its nature or size, KONTROLSAT will collect it from the customer's home at no additional cost.
11.5 — Refund
After receipt and verification, the full refund is processed within a maximum of 14 days , using the same payment method used by the customer in the original order.
In the case of a partial return , the refunded amount will be adjusted according to any quantity discounts or free shipping benefits enjoyed in the original order that no longer apply with the return.
11.6 — Purchases in Physical Stores
The refund is made in the form of a domestic credit , under the following conditions:
- Returns are accepted within 14 days of the purchase date.
- Product in immaculate condition, with original packaging, plastics, seals and accessories;
- Prior notification via email, phone, or store visit.
KONTROLSAT does not provide cash refunds for purchases made in physical stores, except in cases permitted by law.
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12.1 — Legal Scope
Warranty periods starting from the delivery date (Decree-Law No. 84/2021):
- New items: 3 years ;
- › Refurbished goods: 3 years (except consumables — see section 15);
- Used goods: 18 months , unless otherwise indicated on the product sheet.
Contacts for exercising warranty rights: [email protected] · 220 933 165 (option 3) · RMA form at kontrolsat.com/rma/avaria · physical store with product and invoice.
12.2 — Deadlines and Resolution
The repair period should not exceed 30 days . The product can be repaired, replaced with an equivalent or superior product, or the customer can opt for a price reduction or contract termination. For certain brands, the manufacturer provides direct assistance; KONTROLSAT can act as an intermediary via [email protected] .
12.3 — Warranty Exclusions
- Misuse , negligence, or use contrary to the manufacturer's instructions;
- Damage caused by electrical surges, thunderstorms, or voltage fluctuations;
- Physical damage caused by falls, impacts, or moisture ;
- › Incorrect installation or configuration;
- Air conditioning: installation by an uncertified technician automatically voids the warranty;
- › Modifications or interventions not authorized by the manufacturer;
- Normal wear and tear of consumable components.
12.4 — Returns vs. Warranty
Returns are at the customer's discretion. A warranty claim presupposes a product's non-conformity. These are distinct processes with different procedures and timelines.
12.5 — Product DOA (Dead on Arrival)
A product is considered DOA (Dead On Arrival) if it malfunctions upon first use, without any intervention from the customer.
12.5.1 — The customer has 30 days from the date of delivery to report the DOA situation to KONTROLSAT, via [email protected] or the RMA form, accompanied by a description of the defect and proof of purchase.
12.5.2 — Within 30 days, KONTROLSAT will, whenever possible, immediately replace the product with an equivalent in good working order, or provide a full refund, subject to verification.
12.5.3 — After the 30-day period, the situation will be handled under the guarantee policy set out in clauses 12.1 and 12.2.
Products requiring installation (air conditioners, household appliances, large-screen TVs, gas equipment and similar): in case of DOA (Defect on Arrival) or warranty claim, a visit from an authorized service technician is mandatory to validate the defect before any replacement or repair process can be initiated. KONTROLSAT coordinates this visit upon prior contact with the customer.
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13.1 — KONTROLSAT issues invoices in electronic format (PDF via email) and on paper (included with the order). Both formats are fully legally valid.
13.2 — The customer must provide their Tax Identification Number (NIF) when placing the order. After the invoice has been issued, KONTROLSAT cannot guarantee the possibility of changing the billing information.
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14.1 — After the completion of any exchange, warranty or return process, the customer has 30 days to collect the equipment. Failure to collect it after this period is considered abandonment, in accordance with article 1267, paragraph 1, subparagraph a), of the Civil Code.
14.2 — If the equipment is not collected within 90 days of the completion of the intervention and notification to the customer, KONTROLSAT reserves the right to treat the equipment as abandoned, and may donate, sell, or use it in any way it deems most appropriate.
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15.1 — KONTROLSAT sells refurbished products through the following channels:
- › Occasional promotions in physical stores;
- › WhatsApp channel ( 917 387 532 );
- Online store, category Refurbished Laptops .
15.2 — Refurbished products are clearly identified as such and have undergone a review and testing process before being marketed.
15.3 — 3-year warranty from the date of delivery, in accordance with Decree-Law No. 84/2021. Consumables and components subject to natural wear and tear (batteries, power supplies and others) are excluded, and their warranty may be shorter as indicated in the product sheet.
15.4 — The 14-day right of withdrawal applies fully to refurbished products purchased remotely.
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16.1 — KONTROLSAT offers reseller accounts with its own commercial conditions (special prices, invoicing without VAT for eligible intra-community transactions).
16.2 — Special resale conditions apply only to products in stock in our own warehouse. Items in Stock Online can be purchased using a reseller account, but without differentiated conditions — the prices and conditions for the general public apply.
16.3 — To request a reseller account: [email protected] or 220 933 165 .
16.4 — Consumer protection provisions (right of withdrawal, minimum 3-year warranty) do not apply to contracts concluded within the scope of business or professional activity.
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17.1 — KONTROLSAT promotions are published on the FLASH SALES page and are limited to available stock. Stock is accounted for upon issuance of the invoice/receipt; abrupt stockouts may occur without the possibility of restocking at the promotional price. In this case, the order will be cancelled and the full amount refunded.
17.2 — KONTROLSAT is not responsible for typographical errors, image errors, or changes in the technical characteristics of products made by manufacturers, brands, or distributors.
17.3 — KONTROLSAT does not provide software, configurations, or specialized technical support for the use of its products. This knowledge is the responsibility of the customer, who should consult professionals in the field whenever necessary.
17.4 — All products are intended for exclusively legal uses. KONTROLSAT is not responsible for the use that each customer makes of the products and disapproves of any illegal or fraudulent use.
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18.1 — In the event of a dispute, the consumer may resort to Alternative Dispute Resolution (ADR) entities before initiating legal action — a procedure that is generally less expensive, less formal and faster.
| CNIACC — National Center for Information and Arbitration of Consumer Disputes | www.cniacc.pt |
| CICAP — Porto Arbitration Court Rua Damião de Góis, n.º 31, loja 6, 4050-225 Porto | www.cicap.pt |
| CIAB — Consumer Information, Mediation and Arbitration Center | www.ciab.pt |
| CIMPAS — Center for Information, Mediation and Insurance Ombudsman | www.cimpas.pt |
| European Online Dispute Resolution Platform | ec.europa.eu/consumers/odr |
18.2 — Portuguese law is applicable. In the event of a dispute not resolved through alternative means, the court of the district of Vila Nova de Gaia shall have jurisdiction, without prejudice to consumer protection legislation.
Version 2026 · KONTROLSAT UNIPESSOAL, LDA · Tax ID 509 043 267 · Vila Nova de Gaia, Portugal