1.1 Right of free termination of contract
According to the applicable standards, if hiring as a consumer, you are legally entitled to terminate the contract, up to 14 days upon its entering without submitting any reason.
The period of free termination will expire after 14 days from the day on which you (or a third party - other than the deliverer - indicated by you) physically purchase several items in a separately delivered order, 14 days from the day on which you (or this third party indicated by you) physically purchased the last product.
In order to exercise the right of free termination of contract, you may contact us on the telephone number 253 839 320, to the email apoioaocliente@ferrache.pt, of your decision to terminate the present contract by an unambiguous statement (example: a letter sent by mail or email).
You may use the standard termination form as set out in the Annex.
However, the consumer may exercise the right of free termination by any means and it shall not be compulsory to use any of those means. In order to comply with the termination period, it is sufficient to send the communication concerning the exercise of the right of termination before the expiration of the termination period. Effects of termination of the contract
If you terminate the Contract, we shall reimburse the amount paid for the products, including the costs of delivery to the original place of delivery (with the exception of the additional costs arising from you not making the return through any of the free methods mentioned in Clause 14.3 and following) without undue delay and provided that it does not exceed 14 days from the day you were informed of your decision to terminate this contract.
We will make the reimbursement through the same payment method that the client used for the original transaction.
In any case, you will not pay any fee arising from such reimbursement. Notwithstanding the above, we may withhold a refund until we receive the products back, or until you demonstrate evidence that you have returned them.
You can send the items for return with the printout of the Return Guide (To make a return from your home, you can make the return request through our email apoioaocliente@ferrache.pt. After we verify all the data, we will send a return guide for the delivery of the order to a pick-up point or CTT station) or deliver them to any FERRACHE store in Portugal, not exceeding 14 days from the date you informed us of the termination of the contract.
The final deadline is met if you return the products before the 14-day period has expired. Unless you deliver the products to any FERRACHE store in Portugal or return the products via a carrier determined by us, you must bear the expenses of return. You are only responsible for a possible decrease in the value of the goods resulting from the delivery, and not for what is necessary to establish the nature, characteristics and operation of the products.
Please note that, after delivery of the order, if you exercise your right to terminate the contract and make the return through a carrier chosen by you and not by FERRACHE, we cannot assume the risk in the return packaging when referring to causes not attributable to FERRACHE.
Similarly, you are responsible for the content of the return packaging when choosing one of the return methods offered by FERRACHE. In the event of an error in the contents of the return packaging not allocated to FERRACHE, we are entitled to charge the costs associated with the corresponding return to you, if applicable. All rights recognised by the law in force will be safeguarded.
1.2 Contractual right to return products
In addition to the legally recognized right of free termination of the contract by consumers, mentioned in clause 14.1 above, we grant you a period of 15 days from the date of confirmation of delivery of the products to make your return (except those mentioned in clause 1.3 below, for which the right to return the products is excluded). You will be responsible for the direct costs of returning the product if you do not make the return in a FERRACHE store in Portugal or do not return the products by a carrier determined by us.
You may exercise your right to return the products in accordance with the terms set out in clause 1.1 above for the exercise of the right of free termination of the contract. However, you must inform us of your intention to return the products and deliver them to us within 15 days from the confirmation of shipment.
1.3 Conditions for the exercise of the contractual right to return products
You do not have the contractual right to return the products, provided for in clause 14.2 for the following products:
- Customized items
- Music CDs and DVDs without the original packaging
- Sealed products which are not suitable for return for hygiene reasons and which have been opened after delivery.
The contractual right to return products shall apply only to those products which can be returned under the same conditions as those under which you received them.
No refund will be made if the product has been used beyond the simple opening of its packaging or if it has suffered damage; therefore, you must be careful with the products while they are in your possession.
Please return the item, using or including the original packaging.
It should also include all instructions, labels, documents and packaging of the products.
Upon return, the respective products must be returned as indicated:
- Returns at FERRACHE stores: you can return any product at any FERRACHE store in Portugal that has the same section of the products you wish to return. In this case, you should go to any of these FERRACHE stores and present, together with the product, the invoice sent with the product.
- Returns by carrier: When returning the product(s) by a carrier determined by us, you should contact us via email apoioaocliente@ferrache.pt or by telephone number 253 839 320, so that the product is delivered to the place of original delivery. You should send the product in the same packaging you received, with a printout of the shipping note sent to your email.
Neither of the two options above will incur any additional cost to you.
If you do not wish to return the products through the free options available, you will be responsible for the return costs. Please note that if you decide to return the items to us for collection we will be entitled to charge you for any expenses we may incur. After examining the item, we will inform you whether you are entitled to a refund of the amounts paid.
Delivery costs will be refunded when the contractual right to return the goods has been exercised within the contractually defined period for all goods concerned to be returned. The return will be made as soon as possible and in any case within 14 days from the date you notified us of your intention to return the products.
Notwithstanding the above, we may withhold the return until we receive the products back or until you show evidence of what products you have sent. The return will always be made by bank transfer; only in case of payment by PayPal, the amount is returned by the same form of payment.
If you have any questions, please contact us through our email - apoioaocliente@ferrache.pt or by phone at 253839320.
Notwithstanding the limitations on the contractual right to return the goods, provided for in clause 1.2, this Clause shall not apply to the exercise of the right of free termination of the contract legally granted to the consumer, particularly with regard to the limitation of the powers of inspection and handling of goods.
1.4 Defective products
In cases where you consider that, at the time of delivery, the product is not in accordance with the provisions of the contract, you must contact us within the two-month period legally established through our contact form, indicating the details of the product as well as the damage suffered, or contact us on 253 839 320 and we will indicate what to do.
You can return the product to any FERRACHE store in Portugal, by presenting the invoice sent with your order, or by delivering your order to a collection point of the carrier, being later refunded the corresponding amount.
As legally established, instead of cancelling the contract (and consequent return of the good and refund), you can also opt for the replacement of the product, or for the appropriate reduction of the price. The reimbursement of the price, the replacement of the product or the appropriate reduction of the price paid for the article should occur as soon as possible and, in any case, within 30 days.
The amounts paid for returned products for any damage or defects will be refunded in full, including delivery costs incurred in shipping the item and the costs of returning it.
The return will always be made by bank transfer; only in case of payment by PayPal, the amount is returned by the same form of payment.
All rights recognised by the law in force will be safeguarded.
1.5 Size change
If the item purchased by you does not correspond to the appropriate size, you have the possibility to request the change of size, without having to pay for any additional service of delivery of the new item, as long as you return the original item.
This possibility is independent from the right of termination, which continues to exist, both from a legal and contractual point of view.
You can request the change of size via email to apoioaocliente@ferrache.pt.
Once the size change has been requested and the return method selected, you will have to deliver the original article to a FERRACHE store in Portuguese territory or through delivery to a carrier point in Portugal.
The original item must be returned without any delay, and never after 14 calendar days since the size change request. None of the return method options will incur an additional cost.
If you choose to deliver to a FERRACHE store in Portuguese territory, you must present the original item accompanied by the receipt that was made available to you on the respective delivery. If you choose to deliver it to the distribution company, you must return the original item in the package in which you received it and follow the instructions of this website’s Returns. Please note that if after 14 calendar days from the date of the order for size change you have not delivered the original item, we reserve the right to charge you the costs corresponding to the new order generated in accordance with these terms and conditions.
1.6 Variations which are not to be considered as defects
The products we sell, especially those handmade, often have the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, texture knots and colours, may not be considered as defects or damage. On the contrary, you should count on their presence and appreciate them. We only select products of the highest quality, but the characteristics are unavoidable and must be accepted as part of the individual appearance of the product.
1.7 Right of termination and return of orders from abroad
If you have ordered items from another EU Member State outside of Portugal via this website, clauses 1.1, 1.2, 1.3 and 1.5 apply with the restriction that carriage determined by us may only be to the original delivery address within Portugal.
Please be further advised that we are under no circumstances (with the exception of clause 14.4 to which this clause 1.7 does not apply) required to pay shipping costs to other addresses than the original delivery address, nor the costs of returning destinations outside Portugal. The provisions of this clause shall not affect your rights as a consumer and user, nor your right to terminate the contract.
