Returns, Exchanges & Warranties

Returns, Exchanges & Warranties

Warranties

The warranty period is 2 years for products purchased until 12.31.2021 and 3 years for products purchased from 01.01.2022 after receipt of the product, in accordance with the Portuguese Decree-Law No. 84/2021.

Warranty activation must be done in writing on the RMA form, which you can find here or in the physical store, with a detailed description of the problem, buyer identification and purchase details.

The presentation of the invoice is essential.

The repair or replacement must be carried out within a maximum period of 30 days, without inconvenience to the buyer.

In case the warranty activation is carried out in the physical store, Kontrolsat makes available its contracted transport methods for the delivery of the product, with associated shipping costs. The costs are free in case the activation was carried out online as long as an anomaly is detected, otherwise shipping costs will be charged.

In the absence of a method of sending the equipment for warranty activation by the customer, we have a collection service upon payment of shipping costs.

In the case of household appliances and televisions, prior contact by e-mail is mandatory.

Order Activation

  1. Fill out the RMA form
  2. Print the proof PDF
  3. Attach the duplicate invoice
  4. Pack the product correctly
  5. Place the document onto the packaging visibly and legibly
  6. Send it to Rua das Lages, 792, 4410-272 Vila Nova de Gaia.

Note: in case the product is not within the 14 days of direct exchange, it must be sent without accessories.

Failure to comply with such procedures will lead to the return of the product at the customer's expense.

Exchanges & Returns

Conditions

It is allowed to exchange or return the product within the first 14 days, with exceptions. For such:

  • Proof of purchase is required.
  • The item must be returned in the original packaging with all components and accessories, undamaged.
  • The article must have no signs of use or alterations.

Kontrolsat undertakes to resolve the case within 14 days.

Purchases made online and sent via carrier have a period of 14 days after receiving the good to make the return. In the case of free termination of the contract, the return shipping costs are borne by the consumer as stipulated in paragraph 2 of article 13 of the Portuguese Decree-Law n.º 24/2014, of 14 February.

For in-person purchases, we accept the return within 14 days, with the refund being made via credit note, which can be deducted from a future purchase of equal or greater value (1 year period).

Exceptions

We do not accept refunds or exchanges for:

  • Electronics with Warranty Seal or Activation/Consumption Expiration Date.
  • Hygiene products.
  • Cell phones, memory cards, batteries, batteries, external disks, CDs, DVDs and Software.

Reimbursement

The online refund will be made by bank transfer to the IBAN indicated by the customer. Email requests must contain the manually entered IBAN.

Partial return

In the case of partial returns, the monetary value returned will depend on the campaigns used at the time of purchase. Ie:

  • Quantity discounts: since the customer has benefited from quantity discounts, the partial return will lead to an adjustment of the cost of the purchase, taking into account the individual price of the product. Ex: in a €15 product where the purchase of 3 units guarantees a cost of €10 per unit thanks to a quantity discount, the return of two of those units will lead to a refund of only €15, since the unit price in force becomes that of the purchase of only one unit.
  • Free shipping: once the customer has benefited from free shipping for having reached a minimum amount for this, the partial return will lead to an adjustment of the cost of the purchase, if the conditions to be a beneficiary of free shipping are no longer met. Ex: if a purchase of €100 is required to enjoy free deliveries, if the customer returns part of that order, failing to reach the minimum €100, the cost of postage relating to the purchase will be applied.

Defects

We repair, exchange or return products with defects of origin or raw material, at no extra cost.

Shipment / Delivery Problems

Kontrolsat undertakes to resolve any errors in the ordering process.

In case you receive the wrong item you must report it immediately and the item must not be used.

Damage in Transport

You must report visible damage at the time of delivery, both to Kontrolsat and to the carrier. You can also refuse the product.

If the damage is not visible at the moment, you have 24 hours to send an email to [email protected] or call (+351) 220 933 165.