Shipping and Returns Policy

Product collection and dispatch condition

Delivery costs

Shipping costs to mainland Portugal, islands and archipelagos

Shipping costs (STANDARD) to Portugal are free of charge. If the customer wishes to use a different shipping method (STANDARD shipping), the shipping costs will be charged, regardless of the value of the order, and are always payable in each case when the order is placed.

Shipping costs outside Portugal:

For orders with a value of less than €60, postage will be charged. If the customer wishes to use a different shipping method to normal shipping (STANDARD), the shipping costs will be charged, regardless of the value of the order, and will always be due in each case when the order is placed.

 

Delivery deadlines

I. PT-VOLT-E, Lda will endeavour to inform you of the expected delivery dates as soon as the order has been completed, but the maximum delivery time will never exceed 20 days.

II. The delivery period begins on the day the contract is concluded, unless expressly agreed otherwise by the parties.

III. The delivery time will always depend on the type of delivery chosen, Standard delivery, Express delivery or Access point delivery, at the time of placing the order the estimated dates for delivery of the order will be outlined.

 

Delivery conditions

Products are delivered to the location specified at the time the order is placed. Ownership of the goods passes to the Customer on full payment of the price and any other amount. The risk of loss or damage to the goods passes to the Customer at the time of delivery.

The Products will be delivered by the carrier to the address indicated by the Customer. If you choose to place your order in more than one order process, different delivery times may apply.

 

Transfer of Risk, Transport Risk

The risk of accidental loss and accidental deterioration of the item passes to you when the item is handed over to the person responsible for transport or when the goods have left our warehouse for dispatch. The same applies to returns: the risk of accidental loss and accidental deterioration of the item is borne by the customer until it arrives at our warehouse. The previous event is decisive in any case.

 

Reception of items/ Transport damage:

To dispatch your order we use, among other things, parcel transport services, and unfortunately damage can happen during transport. If an item is delivered damaged, we would like to request the following: if possible, please inform the parcel transport service directly and record the degree and extent of the damage. You may refuse to accept damaged items. Your warranty rights are not limited or affected by this.

If an item is damaged or missing from your order, please contact our support by sending an e-mail to support@volt-e.pt as soon as possible, but no later than 3 days after receipt of the order. Indicate the damage(s) to your product(s), add photos showing its condition and photos of the shipping label showing the shipping details.

After we have analysed your case, you will be contacted by our support team and the product will be collected within 14 days from the day you contact us, unless you agree otherwise.

 

RETURN AND REFUND IN THE EU

The Customer has the right to terminate the contract within 14 days from the day on which the Customer or a third party on his behalf acquires physical possession of the goods, or of the last product in the case of several products ordered in a single parcel and delivered separately.

Any case of return and refund must be dealt with by our official customer support following the stipulated procedure and the package returned to the designated address, otherwise the customer may be held responsible for the loss of the returned items. Any return or monitoring that has not been confirmed and followed up by VOLT-E customer support may be lost.

If the product was purchased on a third-party website or through other purchasing channels, you must follow the individual return and exchange policies of each one.

VOLT-E will gladly accept your return of the item(s) under the following circumstances:

• The product has not been opened, has not been powered on and is still in its new condition;
• The product has suffered substantial damage during the transport of the order, provided that VOLT-E is informed of this within 3 days of the delivery of the product (more information under “Receipt of items / transport damage”);
• The product has critical faults, manufacturing defects or any functionality problems;
• The product sent was the wrong one;

If you return a product with a reported problem, the product will be inspected before a refund is made. If it is confirmed that the returned product does not have any of the problems described after the verification tests carried out by VOLT-E, the shipping fee will be charged for each item returned.

NOTE: If the product appears to have a problem, it is advisable for the customer to first contact customer support to try to understand what the problem with the product might be as a first assessment.
Before requesting the return of the item, an initial assessment will be made remotely to understand what type of fault it is, whether it could be a manufacturing defect or a problem that is easy to solve with the help and guidance of our team.

Shipped items must be returned to the designated locations before we can proceed with a refund.

We will deduct the costs related to any missing parts such as accessories, cables or any element that makes up the item from the total refund amount.

If the Customer chooses to exercise the right to return and refund the item, WITHOUT DEFECT, it is up to them to cover the cost of sending the items back, within 14 days of receiving the product.

Unfortunately VOLT-E will not accept returns in any of the following circumstances:

• The return request has exceeded 14 calendar days after receipt of the product.
• The invoice or proof of purchase is not provided or is believed to have been falsified or tampered with;
• Proof of damage during transport of the parcel has not been provided or issued by the carrier;
• The product does not include the accessories, manuals and all components that were sent in the order that are not new or in new condition, without scratches, dents or cracks;
• The product is free from defects after all tests carried out by VOLT-E;
• VOLT-E identifies that the defect(s), through evaluation and testing, are derived from misuse caused by user error, such as falls, supply of wrong voltages, improper installation, water damage, etc.

If the defect has not been proven and the return is not accepted, it is up to the customer to bear the cost of sending back the returned product(s) that have not been accepted.

 

Return process that the customer must follow:

1. Start the returns process by filling in the returns request form, you can go directly to the link to access the returns request form here.
2. Fill in the returns form with all the necessary information and send your request at the end;
3. 1. The support and customer service team will assist and accompany you by passing on all the information and sending you the return label to return the item as soon as a return request is received, according to the collection method selected.
   NOTE: If you decide to return the items yourself, please provide us with a tracking number. We advise you to keep the tracking information, as we are not responsible for packages lost by the carrier.
4. 1. Items must be returned in their original packaging with the protective material you received to ensure proper and safe dispatch of the product. The package must contain all the accessories, manuals and components sent with the product order, as well as a copy of the order invoice. NOTE: If you choose other packaging, you will be responsible for the packaging of the product and for any damage incurred during transport caused by inadequate packaging.
5. Send the packaging;
6. After carrying out the above steps, please send proof of dispatch of the parcel to support@volt-e.pt, whether you used our shipping label or sent it yourself, to prove and guarantee that your parcel was sent to our designated location. In the email you should identify the number of your returns process that you will have received in previous contacts.
7. As soon as VOLT-E receives the package back at the designated locations, the product(s) will be carefully inspected. If the returned product(s) fulfils the above criteria, we will refund the money. VOLT-E reserves the right to withhold the refund until it has received and checked the returned product(s). NOTE: If the returned item has been used, damaged or is missing a part, we may provide a partial refund to compensate for the loss of the item, however a thorough assessment of the product will be made and if this option is justified, we will contact the customer. Otherwise the return and refund will not be made
8. You will receive an email informing you of the result of the evaluation of your returned product(s) and with information about your refund.
9. The refund will be processed within 8 working days of receipt of the return, using the same payment method used in the initial transaction. Please keep in touch with us and check your e-mail from time to time to make sure you have received our reply.

 

Refunds

Refunds are issued if the item(s) fulfil the necessary return requirements. After we issue the refund, it may take up to eight days for it to be reflected in your original form of payment.

The original shipping costs and the tax on the shipping fee will not be refunded.

For partial returns, the original shipping costs cannot be refunded either. In these cases, only the value of the item can be refunded, according to the result of the valuation of the returned item.

Shipping costs for the return of any product will be borne by the customer. VOLTE gives the customer the option of using the Return shipping label provided by us, or the customer can choose to send the item themselves, choosing the most advantageous option for them.

 

Special considerations

Product accessories and packagingo

Please return items with all accessories and packaging sent. Otherwise, we may deny the return.

 

Damaged, defective or incorrect items

If you receive a product that has been damaged in transit, is defective or is not the product you ordered, return it during the returns period and we will arrange for it to be replaced.

If a product shows performance faults after the return period, but during the actual guarantee, you can request our product guarantee service, you can see here, …link, how to proceed in this case.

 

Order cancellation

Esforçamos para processar e entregar os seus pedidos de maneira eficiente e o mais rápido possível para que possa usufruir do seu produto.

We endeavour to process and deliver your orders efficiently and as quickly as possible so that you can enjoy your product.

If you have any requirements regarding the cancellation of an order before dispatch and would like to contact our customer service team, you can do so by emailing support@volt-e.pt, we will do our best to help you.

Remember that items in stock may have already gone through an internal process and can no longer be cancelled.

If it’s too late to cancel an order, don’t worry. You can always return the item.

 

PLEASE CONTACT OUR TEAM IF YOU HAVE ANY QUESTIONS:

If you have any questions that have not been answered in this document, you can contact customer support.

Questions relating to general queries about products, the operation of the online shop, deliveries and parcel dispatches, please email onlinestore@volt-e.pt.

Questions relating to technical support, returns and guarantees please email support@volt-e.pt