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TROCAS E DEVOLUÇÕES

Applicable rules to exchanges and returns


These rules specifically and exclusively regulate the transactions and operations carried out through the website, and are not applicable to sales, exchanges or returns made in physical stores Anselmo 1910. 1 - Under the terms of the applicable legislation (DL No. 24/2014, changed by Law 47/2014, of 28 July)
the User has 14 days (including Saturdays, Sundays and holidays), from the day the items are delivered to the address indicated, to terminate the contract, without payment of compensation and without the need to indicate the reason.

1.1- Except for the exchange or return of earrings
For hygiene reasons, they cannot be exchanged or returned, thus being of final sale. This term is a temporary measure (that is, applicable only as long as a Health risk persists, during the COVID-19 outbreak)
2 - The right referred to in item 1. must be exercised by the User by filling in the Free Resolution Form available here on our website (model legally approved).
- In case of doubt the User can contact us through our customer support so that we can send you the respective Free Resolution Form by email.
The User must fill in the Form, confirming the elements contained therein and his intention, and then send it to us by post, or by email to our email address apoiocliente@anselmo1910.com.

3 - To exercise the Right of withdrawal, the User must deliver the product, in the same condition as it was delivered, accompanied by the respective packaging, with the respective warranty certificate, instructions, invoice or any documents provided with the product.
- The User must deliver the product to any Anselmo 1910 store, or return it by CTT, the return costs being always borne by the User.
4 - All the elements supplied with the product (including the respective packaging and accessories) are mandatory for the eventual return or exchange of the product.
- The guarantee certificate, and the respective purchase invoice, are absolutely necessary to exercise the rights of the legal guarantee.
5 - In case the User has exercised the right of withdrawal, under the terms previously described, without the product being returned to Anselmo 1910, within a maximum period of thirty days from the date on which it was received by the User, the right of withdrawal will have no effect and the amount paid for the product will not be refunded to the User.
The same will be applied if all the elements supplied with the product are not returned, or if the product is not in perfect condition.
6 - After receiving the product, the technical services of Anselmo 1910 will proceed to check the condition of the product, as well as the other elements that accompanied the product.
7 - Exchanges or returns of products that show signs of use or misuse will not be accepted (whether they are scratches, signs of falling, blows or "knocking", signs of humidity in products that are not water resistant, among others) or with the security seal breached.
In these cases, Anselmo 1910 will not refund the amount paid for the product in question and will return it to the customer, in the state in which it was received.
8 - Exchanges or returns of products customized by the customer or customized according to their specifications will not be accepted.
9 - For safety, hygiene and health reasons, bracelets that show signs of use will also not be accepted. In this situation, Anselmo 1910 will reduce the selling cost of the respective bracelet to the public, in the amount to be refunded, and this will be returned to the User.
10 - After analysis by the technical services of Anselmo 1910, and if the returned products fulfill the conditions mentioned, the amount paid by the User will be returned to him within a maximum period of thirty days from the date on which Anselmo 1910 received the returned product as well as the respective communication of resolution.
11 - The refund of the amount will be made automatically, in order to guarantee the process speed and greater comfort to the User, according to the payment method that was made in the initial order, within a maximum period of thirty days, in this way: Visa / Mastercard credit card / Bank transfer (refundable amount automatically credited to the Credit Card used in the order).
»If the User prefer, a digital voucher can also be sent to the email address associated with the order, that is registered to your account on our website, and the amount can be used for future purchases on the Anselmo 1910 website.

12 - In case of product exchange, the User may exchange for any other product in store, of equal or higher value.
»If the chosen product is of a lower value, a voucher will be issued in the amount of the difference made, which can be used in future purchases in store within 6 months.
»If the User does not immediately want to exchange for any other product in our stores, a voucher will be issued for the value of the product, and that can be used in future store purchases within 6 months.

13- When the return is processed the User will receive an email with this information. In case of doubt or clarification, you should contact our Customer Support.




I'm not 100% satisfied with the product, how to proceed


- If you are not 100% satisfied with the product purchased from our online store, you can exchange or return it within 14 days after reception.


- In case of returning or exchanging a product, you must promptly inform us by email, to our customer support apoiocliente@anselmo1910.com.


- Exchanges and returns are only valid as long as the product is returned in the same condition as it was delivered, accompanied by their packaging, with the respective warranty certificate, instructions, invoice or any documents provided with the product.


- Exchanges and returns are only valid according to the rules described above in item "Rules applicable to exchanges and returns" - See FAQ.

- see temporary measures (applicable only as long as a health risk persists, during the COVID-19 outbreak)

- The User must deliver the product to any Anselmo 1910 store, or return it by CTT, the return costs are always incurred by the User.


- During Christmas time, the exchange period will be extended until January 31 of the following year (applied to purchases between 1 October to 24 December), excepting purchases made in promotional campaigns.


Exchange
The User may choose to exchange for any other product in the store, provided it is of equal or higher value or, if the chosen product has a lower value, a voucher will be issued with the amount of the difference which can be used in future store purchases within 6 months.


- Alternatively, if the User does not immediately want to exchange for any other product in our stores, a voucher will be issued with the value of the product, which can be used for future purchases in our stores, within 6 months.

Return
After contacting our customer support via email apoiocliente@anselmo1910.com the User will be informed of the return procedures, and must deliver the product properly wrapped, in the original packaging, respective documents and with the inviolate security seal, as described above in the "Rules applicable to exchanges and returns", in any Anselmo 1910 store or sending by CTT to our address, available in our contacts.


- After the reception of the product at our head office, it will be analyzed by our technical assistance service, to check the condition of the product.
- When the return is processed the User will receive an email with this information. In case of doubt or clarification, you should contact our Customer Support.




Incorrect or defective product


- If you receive an incorrect or defective product, you should contact our Customer Support or through our telephone number (+351) 261322125, so that we can follow the returning process, refund or product replacement.
- We only accept the return of the product, if it follows all the conditions described above in the " Rules applicable to exchanges and returns".
- The User must return the product, in the same condition as it was delivered, accompanied by their packaging, with the respective warranty certificate, instructions, invoice or any documents provided with the product.

- In case of return / replacement of a defective product, you must promptly inform us by email, to our technical assistance service sav@anselmo1910.com.
Afterwards, the User must deliver the product to any Anselmo 1910 store, or return it by CTT, within 14 days after receiving it, being the return costs always borne by the User.
- After the reception of the product at our head office, it will be analyzed by our technical assistance service, to check the condition of the product.
You will after be informed of the process to be made.
- In case of sending a new product for replacement, it will be done within 15 to 30 days, after receiving the product at our head office.
There will be no shipping costs, the User will only have the shipping costs to our address, in the return process via CTT.
In case of sending via CTT, the products must be sent to our address:

Anselmo 1910
Rua Serpa Pinto Nº20
2560-363 Torres Vedras
Portugal