The right of free resolution shall be exercised by sending the communication referred to in the previous paragraph within a period of 14 days. It is the consumer's sole responsibility to prove that he has exercised the right of free resolution within the statutory time-limit.
The consumer must, within 14 days of the date he has communicated his decision to terminate the contract, return and deliver the goods to the store where they were purchased.
In the event of termination, it is the consumer's sole responsibility to bear the cost of returning the goods.
In the event of termination of the agreement, all payments made (with the exception of additional costs resulting from choice of a method of shipment other than the least costly mode of normal shipment offered by us) shall be reimbursed, in any case, without undue delay.
SEVW BUSINESS, LDAmay withhold the refund while the goods are not received or as long as the consumer does not provide irrefutable proof of the return of the goods.
Without prejudice to the withholding provided for in the previous paragraph, failure to comply with the obligation to reimburse within a period of 14 days from the date of receipt of the resolution, will result in double return, without prejudice to the right of the consumer to compensation for property and non-property damages.
The consumer must keep the goods in order to be able to return them in the proper conditions of use.
The exercise of the right of free resolution shall not prejudice the consumer's right to inspect, with due care, the nature, characteristics and functioning of the goods.
The consumer shall be responsible for the depreciation of the goods if the handling carried out to inspect the nature, characteristics and functioning of the goods exceeds the handling normally accepted in shops.
With the exercise of the right of resolution, the price paid shall be refunded to the consumer minus the amount corresponding to the depreciation.
If the depreciation is total there is no room for any refund.
- provision of sealed goods which can not be returned for reasons of health protection or hygiene when opened after delivery;
- provision of sealed audio or video recordings or sealed software, where the consumer has removed the seal of inviolability after delivery;
- provision of a newspaper, periodical or magazine, with the exception of subscription contracts for the sending of such publications;
Without prejudice to the exercise of the rights deriving from the legal guarantee of consumer goods, the following types of products are excluded from the right of free resolution:
• Cosmetic, beauty and personal care products, underwear, food supplements, vitamins, products for intimate use.
• Audio and video recordings, discs and computer programs to which the consumer has removed the seal of guarantee of inviolability.
In the event of a dispute, the consumer may have recourse to a Consumer Dispute Resolution Entity:
CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Faculdade de Direito da Universidade Nova de Lisboa - Campus de Campolide
CIMAAL - Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve
Edifício Ninho de Empresas - Estrada da Penha
Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra
Av. Fernão Magalhães, n.º 240, 1º
Centro de arbitragem de Conflitos de Consumo de Lisboa
Rua dos Douradores, 116, 2º
Contratos celebrados na Região Autónoma da Madeira
Rua da Figueira Preta, n.º 10, 3.º andar
Centro de Informação de Consumo e Arbitragem do Porto
Rua Damião de Góis, 31 – Loja 6
Centro de Arbitragem de Conflitos de Consumo do Vale do Ave
Rua Capitão Alfredo Guimarães, n.º 1
Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de
BRAGA: Rua D Afonso Henriques, nº 1 (Ed Junta de Freguesia da Sé)
4700 - 030 Braga
VIANA DO CASTELO: Av. Rocha Paris, nº 103 (Edifício Vila Rosa)
4900 - 394 Viana do Castelo
In the case of online consumer litigation, the consumer may use an online dispute resolution (RLL) system, a ODR Platform, which has the power to resolve disputes regarding the resulting contractual obligations of sales contracts or online services.
Access HERE to the Electronic Platform for Alternative Dispute Resolution in contracts of sale or online services.
For Complaints – firstname.lastname@example.org
More information in Portal do Consumidor www.consumidor.pt