Return policy

Returns Policy

1. Overview
This returns policy has been prepared based on current legislation, specifically Decree-Law No. 24/2014, and may be updated without prior notice.

2. Right of Withdrawal and Returns
The customer has the right to terminate the contract without incurring any costs (apart from the cost of returning the product(s)) and without needing to provide a reason, within 14 (fourteen) days from the day the customer or a third party designated by the customer (excluding the carrier) gains physical possession of the product(s).

Therefore, in the event of exercising the right of withdrawal, any purchase made in the store can be returned within 14 days of receiving the product(s). After this period, it will no longer be possible to offer a refund or exchange for the item(s).

To exercise the right of withdrawal, the customer must submit a clear and unequivocal statement of their decision to terminate the contract. This can be done by contacting the store to request the withdrawal form or by sending an email to geral@pvstore.pt, clearly stating their intention to terminate the contract.

The email must include the following information:

• Name of the recipient;
• Contact phone number;
• Order number;
• Order date;
• Date of receipt of the order;
• Number of products and/or services purchased.

Once the request is received, PVStore will respond as soon as possible and organise the collection of the returned product(s).

3. Return Conditions
To be eligible for a return, the purchased items must be in the same condition as delivered. Furthermore, products must be returned in their original packaging, without signs of improper use or mishandling.

Exclusions from returns:

• Perishable items such as food, flowers, newspapers, and magazines;
• Personal hygiene or intimate products;
• Electronic items that have been opened or used.

Returns must be made directly to PVStore and not to the supplier of the product(s).

4. Required Documentation
To complete the return process, the following documents are required:

• Purchase invoice;
• Proof of payment;
• Completed return form.

5. Refunds
The refund of the product(s) value, as well as the delivery costs, will be made within 14 days from the date on which PVStore is informed of the decision to withdraw.

However, PVStore is not obliged to refund additional costs resulting from more expensive return methods chosen by the customer. If the collection of the product(s) is arranged by PVStore, the refund will be initiated after receiving and inspecting the product(s). The customer will be notified via email about the progress of the process.

The refund will be processed using the same payment method used for the purchase, unless otherwise agreed.

If the customer does not receive the refund within the indicated timeframe, they should:

• Double-check their bank account;
• Contact their bank manager;
• Contact their bank directly.

If the issue persists, the customer can contact PVStore directly at (+351) 928210505.

6. Exchanges
Exchanges will only be accepted under the following circumstances:

• The order was delivered with defects;
• The order was incomplete or incorrect;
• Visible damage occurred during delivery.

To request an exchange, the customer must contact PVStore via email at geral@pvstore.pt. The item must be sent to the following address:
Estr. de Pinheiros 480
2415-776 Leiria

7. Gifts
If the item was purchased as a gift, an exchange will only be processed upon presentation of the corresponding gift receipt.

8. Shipping Costs
Initial shipping costs will be included in the refund value, as stated in Decree-Law No. 24/2014.

However, if the customer opts for a return method different from the one suggested by PVStore, the customer will bear the additional costs. PVStore cannot guarantee the return of the item in the same condition as the initial shipment.

9. International Returns
For orders delivered abroad, the return process follows the same conditions mentioned above, except for logistical or legal exceptions specific to the delivery country. For example, the return of products may be subject to additional transport costs and transit times.