Shipping & Returns
IT IS OUR PURPOSE TO BE FULLY SATISFIED WITH YOUR PURCHASE. THEREFORE, YOU HAVE THE RIGHT TO RETURN YOUR ORDER MADE IN OUR ONLINE STORE WITHIN 15 DAYS FROM THE DATE OF RECEIPT OF THE SAME. HOWEVER, WHEN PERFORMING A RETURN, YOU MUST ENSURE THAT IT MEETS WITHIN THE RETURN CONDITIONS ESTABLISHED. USING OUR CARRIER.
SHIPPING OF PRODUCTS AND DELIVERIES
Products ordered from the Quadrelli online store will be shipped and delivered on weekdays, Monday through Friday.
We can only guarantee a good delivery of an order if the shipping address of the products is well indicated by the User, and that address is located in a home or an office located in one of the countries mentioned in the list of countries available in the menu “Deliveries to”.
A delivery is considered effected or a product is considered delivered with the signature of the delivery receipt at the agreed address.
RETURN OF DEFECTIVE PRODUCTS
The customer is entitled to a refund if the products supplied are found to have defects or other non-conformities in relation to the products ordered. The return can be made within 2 months after notification of the defect and the product must keep the identification tag and the disposable seal (if applicable). The Quality Department will proceed with the analysis of the returned product and inform the user of the right to the respective refund (if applicable). As a rule, Quadrelli proceeds to a refund within 10 working days and, in any case, within 30 days from the date of confirmation via email of the right to the refund.
If the defect or non-conformity is confirmed as the reason for the return, the entire amount paid, including delivery and return costs, will be refunded. The refund of the amount paid will always be made using the same payment method used for the purchase.
These provisions do not affect your statutory rights.
RETURN FOR WITHDRAWAL
The customer may, if he is not satisfied with the products supplied, return them within 15 calendar days after receipt. However, the right to return only occurs, provided that the products:
- Have not been washed or used (unless the product contains information to the contrary). The customer has the right to try the items to test the size and shape, but cannot use them.
- Maintain the original characteristics and the packaging is not damaged (the carefully opened packaging will not be considered damaged).
- Be complete (eg both items in a pair must be returned)
- Have not been tampered with and keep both the identification tag and the security seal.
CANCELLATION OF ORDERS
Before shipping, the Buyer can cancel the order of products. If the User places an order and wants to cancel it, he can do so by calling our telephone contact (+351 252951696).
If the cancellation request is successful, the cancellation will be processed at no cost to the customer.
If the cancellation request is not possible because the order has already been shipped, the products will be sent to the Buyer who, if he / she maintains his intention to cancel the order, must refuse to receive them.
When the return is confirmed and the order is received, the respective chargeback will be processed, in which case the shipping cost will not be refunded.
Quadrelli reserves the right to refuse returns communicated or sent after the established deadline, or items that are not in the same condition in which they were purchased.
If you want to exchange an item already replaced, you must contact us through Customer Support.
After Quadrelli receives and accepts the return, you will receive an email informing you that the refund will be processed. The time required to process the chargeback will depend on the payment method used:
- Credit Card: the deadline for the chargeback to be credited to your account depends on the policy of the bank issuing the card.
- PayPal: the refund will be credited to your PayPal account and will be immediately visible. The deadline for the chargeback amount to be credited to the card associated with your PayPal account depends on the card policy of the bank issuing your card.
- Bank transfer: the chargeback will be credited to your account within 10 working days after receipt and verification of your return. You must provide us with your account number, which must be from the same country as the order invoicing. Without this information we will not be able to transfer the refund amount.
COST OF SHIPPING AND DELIVERY TIMES
The shipping costs associated with your order will be invoiced per order, that is, if you order more than one item in the same order, you will only pay the shipping costs once.
However, Quadrelli reserves the right to split delivery of the order, for example, if part of the order is delayed or unavailable. In case we proceed with the division of the order, the customer will be notified, by email, of our intention. For this purpose, the email address provided by the customer at the time of purchase will be used.
Deliveries in mainland Portugal - free deliveries for purchases over 50EUR. For purchases below this amount, shipping costs of 4.90EUR will be charged.
Deliveries to Portugal Islands - Shipping to Madeira and the Azores has a shipping cost of 25EUR, which will be added to the order value.
Deliveries outside Portugal - We only ship to Portugal, if you place an order whose shipment is to a country other than Portugal, you will be notified that your order will be canceled and the amount will be refunded immediately with the deductions of fees that correspondents of the same transaction have been applied to us.
ORDER DELIVERY TIMES
After your order is registered, the respective payment is confirmed and all parts of your order are available, Quadrelli commits itself to proceed with the shipment observing the following delivery times:
In mainland Portugal, within a maximum period of 2 working days.
In the Archipelago of Madeira and the Azores, between 2 and 7 working days,
Quadrelli will not be responsible for non-compliance, or delays in the fulfillment, of any shipping obligation that is caused by a force majeure event, that is, an event, act or omission, beyond its reasonable control.
PRODUCT EXCHANGES AND RETURNS
All products are individually identified with a security tag. If you intend to return the purchased product, do not remove the security label or seal on the purchased product.
If you decide to return the purchased products, Quadrelli has the right not to accept the return of products if the returned parts do not have the corresponding security label or seal, or when the labels have been altered from their original state or damaged.
Upon receipt of the order, the Buyer has a period of 15 days to return or exchange his / her item (s), if he / she finds that these have defects or other non-conformities with respect to the ordered products, or by simple withdrawal, without the need to expressly justify the reason.
Quadrelli only allows changes of color and / or size different from the purchased item. If you want to exchange for another item, a voucher will be issued for the exchange value so that you can proceed with the new order.
The costs of a first return or exchange will be borne by Quadrelli. In subsequent returns and exchanges, shipping costs will always be borne by the customer (except for quality reasons).
The exchange or return of orders from the Buyer (a) must be made through the same carrier that delivered the parts to your address, as follows:
- Place the item in a box. You can use the original packaging in which you received the order or another cardboard box, as long as it is not damaged. If you use the original packaging, empty it and place only the item you want to return. Close the box and seal it with tape. If the box has any labels, stickers, or other materials from previous shipments, remove them.
- The collection will be made within a maximum period of 3 working days after making the return request. You will be contacted by customer service to schedule the collection of parts. If you are not at the address indicated at the time of collection, a new collection will be scheduled at a date / time to be agreed between the customer and the transport company.
- Pickups are not made on holidays and weekends.
- After receiving the product in our warehouse, the Quality Department will check if the part is in compliance with our requirements for Exchange or Return. If so, the exchange will be confirmed or the chargeback made.
- For the refund of the amount paid, Quadrelli offers the User two options: issue of a voucher in the value of the parts involved, which can be discounted at any Quadrelli store within a maximum period of 6 months from the date of issue; or the chargeback itself, using the same payment method used for the purchase.
The pick-up appointment with the carrier will be made by Quadrelli within 2 working days, after receiving the confirmation of exchange / return. The collection will be made from Monday to Friday, and it is not possible to schedule a specific time.
After receiving all the products ordered, or only part of them, at our facilities, we will proceed with their treatment within a maximum period of two working days. In case the return is confirmed, the amount will be returned to you using the same payment method. Refunds are only made to the account / card that gave rise to the purchase. In the case of a simple exchange of article, color or size, then, after checking the availability of this product, it is sent to the address you indicate in the exchange process.