Conditions of use and conditions of use
Terms and Conditions of Use
These General Terms and Conditions of Sale set out below (hereinafter referred to as "general conditions") determine exclusively the contractual relationships between any customer who uses the www.raqllo.com website www.raqllo.com (hereinafter referred to as "Customer") and Raq-llo-Management and International Trade, Unip., Lda, single-person company by quotas, with share capital of 5,000.00 Euros, which has its registered office at Rua Prof. Egas Moniz, 201 – 3ºesq , 4460-304 Senhora da Hora/Matosinhos (here designated "raqllo.com"), with tax identification number515 313 858 issued by the Portuguese Republic.
The general conditions of sale are the only ones to be applicable and supersede all other conditions, except prior agreement, express and written. The raqllo.com may occasionally modify certain provisions of its general conditions, and for such modification to be effective it must be reread by the Customer at each visit on the raqllo.com website (hereinafter referred to as the "Site").
We consider and are implied that when the order is validated, the customer is automatically accepting these general conditions of sale.
These conditions relate exclusively to Customers who are non-traders.
Using the website, the customer undertakes to comply with the General Conditions as well as the Conditions of Use, which were concluded in compliance with the provisions of Decree-Law No. 143/2001 of April 26, with the changes introduced by Decree-Law No. 317/2009 of 30 October, as well as Decree-Law No. 7/2004 of January 7, with the changes introduced by Decree-Law No. 46/2012 of August 29.
Article 1: Object
The purpose of these conditions is to define the general conditions of sale, established between the raqllo.com and the Customer (user), from the time of the order to the various services provided by the raqllo.com,such as the modes of payment and the conditions of delivery of the goods.
These conditions regulate all the steps necessary to place the order and ensure the follow-up of this transaction between the contracting parties.
Article 2: Order methods
The sale of the products will take over the Internet exclusively, more precisely through the website raqllo.com.
The raqllo.com reserves the right to cancel or refuse the order for a product by a customer with whom there is a dispute regarding the payment of a previous order.
the raqllo.com undertakes to accept the order and sale of the product in accordance with these general conditions of sale.
The customer declares that he has become aware of and accepted these general conditions of sale before completing his order. The completion of an order for a product is presumed to correspond to the acceptance of these General Conditions of Sale.
Unless proven otherwise, the data recorded by raqllo.com constitute proof of all transactions carried out by raqllo.com and its customers.
Article 3: Essential characteristics of products
The products advertised on the website comply with the legislation in force at the date of such disclosure and with applicable regulations.
The raqllo.com will allow photographic images of the products to faithfully represent the items offered on the sale. Each product is accompanied by a detailed and accurate description that allows you to know the main characteristics of the product.
In the event of a manifest error between the characteristics of the product and its representation, the customer shall be able to return it and request reimbursement of the amount paid in accordance with the provisions of the free termination of the contract.
The raqllo.com sends all its products with a transparent protective film on the underside (sole), as well as an inviolable wire, which after removal of any of them, will not be able to exchange or return the product.
Article 4: Prices
The prices of the products disclosed are expressed in euros (€), with taxes and fees included. The price value indicated, however, excludes the amount to be borne by the customer with the shipping costs of the ordered product (delivery fees), the amount of which will be indicated at the time of final validation of the order (see delivery conditions).
Calculations of exchange rate conversion are carried out on the basis of published daily reference rates, so indicative prices are merely informative and do not link to raqllo.com
The company raqllo.com does not sell in detaxe (tax free).
The shipping price and expenses do not include any customs costs in force in the country of destination of the ordered product, which are the sole responsibility of the Customer.
The raqllo.com reserves the right to change the price value of its products at any time, and the products are always invoiced based on the tables in force and available in real time at the time the customer makes the order.
From the completion of the order to the good charge of the price of the ordered product, this is the property of raqllo.com..
Article 5: Availability of products
The products are completely handmade and only upon ordering will they be produced, so it may take 2 to 3 weeks to be available for delivery. The prices corresponding to them are valid as long as they are accessible on the site. Accordingly, information on the availability of the products will be provided in real time at the time of placing the order.
However, there may be exceptionally errors or modifications relating to such information directly from suppliers.
In case of unavailability of the product after the fulfillment of the order, the customer will be informed, by e-mail or telephone, of the delivery of the order or the cancellation of the respective order. In this case, the customer will be reimbursed the amount paid for all or part of the order, within a maximum period of 30 days after the raqllo.com's knowledge of the unavailability. In these situations, the refund will be made depending on the payment methods used by the customer at the time of purchase.
Article 6: Payment
6.1 Payment terms
1. The raqllo.com only accepts the sale on condition of prompt payment.
6.2 Payment method
The payment methods accepted on our website are credit card, bank transfer, ATM, PAYPAL.
The credit cards accepted are: Visa, Maestro and Mastercard.
The amount will be debited from the customer's account at the end of a maximum period of 4 days from the date of the order and will become effective after confirmation of the payment centers agreement.
For security optimization, all your purchase transactions take place in a strict area of confidentiality and coding thanks to the SSL protocol.
During a credit card payment, the transaction is made between you and Stripe (www.stripe.com), an entity recognized for its reliability in internet transactions.
This means that your bank details do not circulate on the Internet and never reach the site raqllo.com
That's why we'll ask you for your credit card number for each new order.
6.3. Secure payment
Payment of purchased products and shipping charges must be made by the customer at the time of transmission of the order confirmation by using one of the available and indicated credit card banners online. the raqllo.com is not responsible for any fraudulent and unlawful use of credit cards that may be made by third parties at the time of paying for the products ordered.
In compliance with our commitments to payment security, we inform you that raqllo.com checks the reliability of the information given at the time of registration of an order.
This initiative is generated by our willingness to fight fraud in the means of payment on the Internet and thus protect all consumers.
Thus, the raqllo.com established a verification procedure in order to prevent all fraudulent use of a member's bank details. In the context of this procedure, raqllo.com reserves the right, in case of doubt, to be able to ask the customer for a two-sided copy of his valid IDENTIFICATION document with address description, to be sent to the following email: info@raqllo.com
In these exceptional circumstances, the order may not be dispatched before receipt and verification of the documents sent. The requested documents must be sent within six working days after being requested.
The raqllo.com reserves the right to cancel the order in question in the event that the documents have not been received or in the case of receipt of non-compliant documents.
6.4 Payment by credit cards is subject to the following conditions:
1. The credit cards accepted are Visa, Maestro and Mastercard;
2. For security validation reasons, the Customer must provide his/her telephone number;
3. The recipient of the order does not necessarily need to be the credit card holder;
4. The products will be sent to the address of the recipient of the order;
5. On invoices will not be considered information concerning deliveries at different addresses;
6. The credit card debit will be made at the exact moment of the purchase validation by the Customer.
6.5 Paypal
PayPal is one of the simplest and fastest ways to make a payment online. With PayPal, you can pay for products with your credit card without exposing your card numbers. You can add your credit card to your PayPal account so you don't have to enter your card number every time you make a purchase. Just log in with PayPal and quickly, in a few clicks, check out.
Through your PayPal account, you can also check the history of your online transactions 24 hours a day.
More information on www.paypal.pt.
6.6 ATM
In at-home payment, the customer will have a 24-hour time limit to make the payment on an ATM platform or on their Homebanking on the Internet.
Until the payment is confirmed, orders placed with this option on the site will be in 'standby' mode and will not appear under the heading"My account/My orders".
If payment is not made within the stipulated time limit, the raqllo.com reserves the right to cancel orders in "Hold".
Due to the management of stocks it will not be possible to activate the ATM payment option on the last day of sales.
Article 7: Delivery
7.1 General aspects
the raqllo.com sends its products to Portugal, Spain (including Balearic and Canary Islands), Belgium, Netherlands, Luxembourg, Germany, France, Austria, Denmark, Ireland, Italy, Poland, United Kingdom, Sweden, Latvia, Bulgaria, Croatia, Slovakia, Slovenia, Estonia, Filândia, Greece, Hungary, Lithuania, Czech Republic, Romania, Andorra, Gibraltar, Liechenstein, Norway, San Marino, Switzerland, Turkey, Monaco, Albania, Armenia, Azerbaijan, Belarus, Bosnia, Kazakhstan, Cyprus, Iceland, Georgia, Moldova, Montenegro, Serbia, Ukraine, Vatican, South Africa, Brazil, Mozambique, Angola, Cape Verde, Sao Tome and Principe, Guinea-Bissáu, United States of America, Mexico, China, Australia and United Arab Emirates, from its website in the Portuguese language version and in the English language version.
The raqllo.com does not deliver to the apartments.
Delivery times depend on the order processing time, for which we must add delivery time, which may vary depending on the distribution network provided by our carriers for each region.
Delivery times vary from one sale to another and are specified immediately in the order validation step. These are recalled in the purchase's summary email, and in the"My Orders" space.
The date indicated for delivery corresponds to a delivery deadline. The exact timing of delivery cannot be contractually provided for since the delivery of orders depends on the transport companies, but this will never take place within thirty days of the date of validation of the order.
Products are sent to the address indicated by the member at the time of purchase. In order to optimize delivery, it is advised that the member indicate an address to which the order can be delivered within working hours.
The raqllo.com reserves the possibility of fractionating the shipment.
Participation in management and delivery costs will be billed in a single shipment.
the raqllo.com assumes no responsibility for the consequences of delays in delivery.
In case of a possible delay in delivery, this information is available under the heading "My account /My orders".
7.2 Delivery modes
The raqllo.com sends its orders to the markets identified in the preceding subparagraph, and shipments are made from Monday to Friday inclusive (except holidays).
You are sent a confirmation email at the time of shipment of your order.
For each order is assigned a number that is available in your personal space"My account/ My orders". In this way, you can check the status of your order by connecting the chosen carrier, using the number associated with your order.
the raqllo.com sends its orders through its partners CTT - Correios de Portugal S.A., MRW - Lda Urgent Transport Service and TNT Holdings B.V.
7.3 Delivery times
Being a fully handmade product, the same is produced in the reservation of the order, so the delivery will be made in 2 to 3 weeks plus the time required of shipment by the carriers.
7.4 Delivery problems
In case of delay or non-receipt of the order, the customer can go to our Customer Service on the raqllo.comwebsiteby sending an e-mail in the area of "Contact us/Customer service/contact us".
In case of return of the order to our premises after an impossibility of delivery of the same, (e.g. address of the incorrect recipient), the customer is automatically alerted by e-mail. In the event that the customer does not respond, within 48 hours of receiving the aforementioned e-mail, the raqllo.com reserves the right to cancel the order, and the expenses related to the reimbursed postage are not.
The customer has the right, upon receipt of his order, to open the package to verify that the product is in accordance with what was requested and that it does not have external defects.
Once the package has been delivered by the carrier, the raqllo.com shall not be liable for any problems arising from the transport.
Please note that raqllo.com will be obliged to refuse any refund or replacement request (right of withdrawal) for products that have external defects that have been accepted by our customers at the time of delivery. The right of withdrawal remains valid for cases of technical problems that are detected by the customer after delivery and in accordance with the terms provided by law. What to do at the time of delivery:
1. Check that the package is in perfect condition.
2. Check that the product complies with the request made and that it does not have visible defects. In case everything is compliant, accept thedelivery.
3. In the event of any non-conformity, i.e. an error in the requested product, or a visible defect, you must refuse delivery and fill out the form intended for these cases, pointing out the problem.
4. Return the packaging and all its contents to the courier (carrier).
Article 8: Special operations
the raqllo.com reserves the right to offer the postage charges associated with the orders.
In the specific scope of an exemption from postage, the customer fully enjoys this reduction and will be informed of its verification at the time of purchase.
In case of reduction on the delivery, the raqllo.com will consider the gratuity during the fulfillment of the order.
Any misuse and non-compliance by the customer with the obligations subscribed through these General Conditions of Sale may lead to the suspension or termination of the customer's account depending on the degree of severity of the behaviors adopted.
Article 9: Withdrawal period
9.1 Application
As provided for by Portuguese law and community directive, as a consumer customer, you have a period of 14 days to exercise your right of legal withdrawal.
In the case of an order for products, the deadline is discounted from the date of receipt of the products. In the case of an order for services, the period begins from the acceptance of the offer. You do not need to provide any reason to exercise your right of withdrawal. You won't be penalized.
To exercise this faculty of withdrawal, you can access:
• To the online form on the raqllo.com through your customer account, click on "My account" then on "My orders" and the "Order Description"
• By phone: +(351) 91 616 98 42 (Monday to Friday from 10am to 6pm).
9.2 Exceptions
As provided for by Portuguese law and community directive, the following products are not part of the article of this law and, by their nature, cannot be returned. Therefore, no purchase of this type of products can be cancelled after order confirmation, and cannot be returned upon receipt. However, the site raqllo.com accepts cancellations of these orders while the sale is still ongoing:
• products made to the consumer's specifications or manifestly customized;
• products which have been opened by the consumer after delivery and which cannot be returned for hygiene or health protection reasons;
• Products which, after they have been delivered and by their nature, are inseparable from other articles;
9.3 Methods of returning products:
The customer benefits from a 14-day right of withdrawal to return to us a product with which he is not satisfied, in accordance with the provisions of Article 10 of Decree-Law No. 24/2014 of February 14. This period begins from the date of delivery of the order.
If for any reason you are not satisfied with a product you have ordered, you can return it to our services thanks to our "Satisfied or Refunded" warranty.
In case of non-conformity or exercise of the right of withdrawal, you may return the Products after receipt in accordance with the following arrangements:
1. You may not wish to return if there is clear evidence that the products were used;
2. The products must be returned properly protected, in their original packaging, in a perfect state of resale (not damaged, dirty or with traces of use by the customer), and accompanied by any accessories;
3. Likewise, for hygiene reasons, and due to their nature, all products may not be returned unless they have never been removed from the packaging and/or used, as well as removing the tamper-proof thread or protective pelicula from the sole to allow for further marketing;
4. Packages that do not allow identification of the consignor (name, surname, address, order number) will also not be accepted.
Return charges are the responsibility of the customer. To simplify and facilitate the treatment of the return of the products, the customer should edit a return document, with legible letter and that should be glued to the part outside the packaging.
Attention:. Shipping charges will be the responsibility of the customer.
The exercise of the right of withdrawal will result in the refund of the items (within a maximum period of 30 days from the date of return) The refund will be made by bank transfer, refund to the account of the payment credit card, Paypal and/or in discount voucher depending on the payment method used at the time of purchase.
Please keep the purchase renter of your return shipment, i.e. a written declaration from a carrier or postal service indicating the sender and recipient of your return, and justifying the actual shipment of the goods. In case of non-receipt of your return in our warehouses, we may ask you for your purchase of shipment.
9.4 Refund
From the date of receipt of your item and for 14 days, this guarantee allows you to be reimbursed the full amount of the it.
By exercising this right of withdrawal, the raqllo.com undertakes to refund the total amount of your order within a maximum of 5 days. The return expenses are borne by the customer.
The return of the totality of the ordered products or services will process in a refund equivalent to the entire amount paid by the customer at the time of purchase, i.e. the purchase amount of the ordered items and the initial shipping costs.
In the case of reimbursement of payments made with the ATM, this period can be extended further considering that the reimbursement is not dependent on the treatment of raqllo.com but on a partner bank of the company.
Only items returned within the time limits, in perfect condition and within their original packaging (with their accessories, manual...) may be refunded (products damaged, dirty and showing traces of use will not be accepted), this to allow resale by raqllo.com
No orders may be returned for which no element can identify the sender (first name, surname, address, order number).
The return of all the products or services ordered will result in a refund equal to all amounts paid by the customer. A confirmation email will be sent to you as soon as we register your return.
Any return made in accordance with the above conditions will result in a refund within 5 working days upon re-creditof your bank transaction.
In the case of reimbursement of payments made with the ATM, the refund will be made by bank transfer, through the customer's IBAN and BIC/SWIFT. The refund period depends on the customer's bank branch. A confirmation email will be sent to you as soon as the refund is made.
We also inform you that the average return time of the package to our services is 15 days.
Please note, however, that banking legislation does not allow us to make a refund to a credit card whose expiration date has been reached. Also in this case, our Customer Service will contact you to ask you for any other element that will allow you to reimburse you within the best time limits.
Items returned incomplete, damaged or dirty by the customer will not be accepted.
It is advisable to add to the returns a return document duly completed and signed. You must return your products to the address indicated on the return document. Returns can be made through the carrier you want. However, it is recommended to send in registered letter or with notice of receipt of the post office and the subscription, if necessary, of insurance with the carrier in the value of the products in order to avoid any loss or damage.
For all returns you can contact Customer Service by e-mail, where we will provide you with all the information necessary for the proper conduct of the procedure.
Article 10 :Guarantees
The raqllo.com assumes before its members the legal guarantee of conformity mentioned in the articles of the Consumer Code and the guarantee regarding defects in products sold within the conditions provided for in the articles of the Civil Code.
All items benefit from a contractual guarantee, without prejudice to the legal guarantee.
10.1 Legal guarantees
The legal guarantee also applies to non-conformity resulting from packaging, assembly instructions or installation (provided that it is carried out in compliance with the assembly instructions).
AFTER-SALES SERVICE AND MANUFACTURER WARRANTY: All equipment is covered by the Manufacturer's Warranty. The warranty period is counted from the date of delivery of the product.
In the case of defective or defective products, you must communicate the same, informing the number of your order and the description of the malfunction, using our contacts.
The costs of returning or collecting items within the Warranty period will be borne by raqllo.com
In the case of equipment outside the warranty period, the raqllo.com also provides technical assistance, so it may inform and send the defective or defective items to the raqllo.com. The articles will be analyzed by the After-Sales User service of the raqllo.com which will issue a technical opinion and its repair budget, if that is the case. Repairs are only initiated after acceptance of the budget by the User.
10.2 Commercial Warranty
The commercial guarantee translates into a trader's contractual commitment to the consumer, for the reimbursement of the purchase price, replacement or repair of the property, in addition to his legal obligations to ensure compliance of the same.
Products are subject to a commercial warranty from the supplier. In such cases, it shall be specified in the product sheet concerned.
AFTER-SALES SERVICE AND MANUFACTURER WARRANTY: The equipment is covered by the 2-Year Manufacturer's Warranty, provided by the respective brands. In accordance with the legal provision, the manufacturer may limit the warranty to only 1 year warranty against defects in workmanship or defects in the materials used.
In the case of defective or defective products, you must communicate the same, informing the number of your order and the description of the malfunction.
The warranty does not cover wear and tear, improper care, abuse of the use of the products and/or negligence, or the use of the products for purposes not indicated.
The activation of the warranty presupposes the presentation of the product (including its packaging) together with the purchase bead in the same conditions in which it was sold.
The costs of returning or collecting items within the Warranty period will be borne by raqllo.com
For more information about your product's commercial warranty, you can contact Customer Service.
Article 11: Protection of personal data
The customer has a right of access, rectification and opposition to the data concerning him or her with the raqllo.com;
Registration on the site raqllo.com implies acceptance of these general conditions of sale, so the user agrees to receive the daily offers of the site through his e-mail.
All emails sent to raqllo.com have a unsubscribe link below the mail, through which you can easily click and unsubscribe. If you want to change your preferences, depending on your needs, you can manage the subscription from your account under the heading "Managing my subscriptions"
The raqllo.com may be required to communicate nominative information to its business partners, so you may receive commercial offers from third parties. In this regard, it is indicated that, except expressly disclaimed by the aware, the data may be communicated to the business partners of the raqllo.com
Personal data (address, email and telephone) can be transmitted to third parties in order to ensure a good delivery of the order.
However, as regards the e-mail address, it can only be communicated to those partners with the express consent of the customer. Subsequently, the customer retains the possibility of refusing access to such data, expressing his refusal by e-mail to the following address: info@raqllo.com
Article 12: Conflict Resolution Centre
Suppliers of goods or service providers established in national territory shall inform consumers of available or aDR entities linked by accession or legal imposition resulting from necessary arbitration, and shall also inform which website they are on:
CNIACC, New Year
Rua D. Afonso Henriques, nº1
4700-030 Braga
www.cniacc.pt
Article 13: Applicable law and jurisdiction.
For the resolution of any dispute arising from the interpretation or execution of these General Conditions shall have jurisdiction the court of the place of the customer's domicile. In the case of an action to be brought by the client, the client may choose between the court of his domicile and the Courts of the domicile of the headquarters of Raq-llo, Gestão e Comércio Internacional, Unip., Lda
the raqllo.com shall not be liable for delays or non-compliance with the contract for reasons of force majeure, disturbance, total or partial strike, postal services and means of transport or communication, flood, fire or war. the raqllo.com shall not be liable for any indirect damage, loss of exploitation, loss of benefit, loss of opportunity, damage or fees that may arise from the fact of the purchase of any product presented on the website.
Although our products have performances compatible with professional uses, the raqllo.com is not directed to a professional audience. The raqllo.com will then not be able to see its liability compromised for any loss that is the result of a professional activity.
The www.raqllo.com website is managed by Raq-llo-Gestão e Comércio Internacional, Unip., Lda., with the legal nature of a limited liability company, which has its registered office at Rua Dr. Egas Moniz, 201 – 3esq. 4460/304 Senhora da Hora / Matosinhos, Portugal (here so-called "raqllo.com"), with tax identification number515 313 858 issued by the Portuguese Republic.
STORE INFORMATION
RAQ-LLORua Dr. Egas Moniz, 201, 3rd esq.4460-304 Sra. da HoraPortugal
+351 916 169 842
info@raqllo.com
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