EXCHANGES AND RETURNS

PUREWATER, LDA works daily to provide excellent service to its customers. This premise obviously includes our demanding and rigorous service policy, where all efforts are channeled into responding to customer requirements.

When purchasing equipment from our online store at https://www.purewater.pt or from our physical store, the customer is automatically covered by the satisfaction guarantee, which allows them to return or exchange equipment within the first 30 days (except for exceptions described in item b).

We remind you that, with regard to the resolution of contracts (commonly called returns), there are elements in Brazilian legislation that differentiate online purchases (remotely with shipping via carrier) from purchases made or collected directly in a physical store.

Returns of purchases made in the online store

For purchases made in an online store and subsequent delivery via carrier, Portuguese Law determines a period of 30 days, after physical receipt of the items, during which it is possible to return them without the need to indicate a reason to the seller. In these cases of free termination of the contract, the postage and fees arising from this return will be borne by the consumer, as stipulated in § 2 of article 13 of Decree-Law no. 24/2014, of February 14.

Returns of purchases made in physical stores

For purchases made in a physical commercial space, Portuguese Legislation does not establish the obligation of the selling entity (in this case PUREWATER, LDA) to accept the termination of the contract (commonly known as a return), if the respective article is in compliance.

In these cases, although Portuguese legislation does not oblige the selling entity to accept the return of the item purchased by the consumer, PUREWATER, LDA, as a courtesy to the customer, may, after rigorous analysis, accept this return within the first 14 days after purchase.

However, if PUREWATER, LDA accepts the same return, the refund can only be made through a credit note. This credit note can be partially or fully discounted on new purchases at PUREWATER, LDA, either in the online store at https://www.purewater.pt or in our physical store. These credit notes resulting from contractual resolutions are valid for 1 year from the date of issue.

We would like to draw your attention to the fact that in cases of online purchases, where the customer chooses to collect their order in person at our physical store, they will be subject to the legislation that regulates purchases made directly in a physical commercial space and not to the legislation that governs purchases. carried out online.

A) Conditions for accepting Returns and Exchanges

Although PUREWATER, LDA accepts returns and/or exchanges within the first 14 days of purchases made in the online store, as mentioned above, returned equipment will only be accepted if it scrupulously complies with the following conditions:

A.1. – The returned item must be completely intact and without any signs of use and/or damage;

A.2. – The item must be returned together with its original packaging, manuals and accessories included;

A.3. – The item must be returned together with the original purchase invoice, which includes the same item. We will not accept returns, exchanges or refunds that violate one or more of the points described above.

B) Items not covered for Returns and Exchanges

There are items that, given their nature or typology and for reasons of hygiene, health, risk of contamination, manufacturer’s recommendations, etc., cannot be accepted for return or exchange, except those that have technical anomalies or manufacturing defects.

B. 1 – Exchanges or returns of items with damaged packaging will not be accepted.

Refund Methods for Returns

If the customer wishes to receive a refund, this will be done via bank transfer to the IBAN indicated along with the refund request.

PUREWATER, LDA will refund the amount paid for the item as soon as the technical condition of the product has been verified, as well as full compliance with the conditions described above (in paragraph A). PUREWATER, LDA will not be held responsible for errors or mistakes in the IBAN indicated with the return request.

How to make a Return/Exchange

To start a return and/or exchange process, simply go to the PUREWATER, LDA physical store with the item and the respective purchase invoice. If you are unable to go to our store, you will have to start the process online here, filling in all the fields and information requested. After completing the online form, you must send the item to us via courier to the address shown on our contact page.

PUREWATER, LDA warns that if the item is in compliance, that is, if there is no justified reason for return, the cost of return postage will always be borne by the consumer.

Advice and Tips

PUREWATER, LDA understands and respects the purpose of the legislation that allows the customer to enjoy the so-called “reflection period”. However, this does not mean that the customer cannot carry out intensive research and be adequately informed before making an online purchase. It is very important to make sure that the item you are purchasing meets all your expectations and that it will solve your problem or satisfy your needs.

This is why we seek to provide as much information and clarification as possible on the respective pages of each item available in our store. Furthermore, the Internet is nowadays a powerful tool for information and clarifying doubts.

Unfortunately, many online purchase return processes are the result of some customers being hasty, processes that end up incurring high associated costs and requiring the allocation of staff and resources to deal with them. These are all expenses that could be avoided and whose financial margin could be applied to even more advantageous prices for our customers.

For this reason, PUREWATER, LDA recommends the following measures before making any purchase:

E. 1 – Always contact our services, we will be happy to clarify any questions you may have.

E.2 – If you go to our physical store, ask all your questions to our employee.

E. 3 – Make sure that the item you are purchasing actually meets what you want.

E. 4 – Do research on search engines and watch videos of this product on YouTube.

E. 5 – Look for friends, colleagues or relatives who may have the same item.

E. 6 – After purchasing, open the packaging carefully, as this is essential if you need to return it.

E. 7 – Always confirm the condition of the equipment, accessories and manuals inside the packaging.

Points E. 6 and E. 7 are extremely important in cases of returns and/or exchanges, since the more you respect these conditions, the easier the resolution will be for all parties involved (not applicable to the items mentioned in points B . 1 and B. 2).