BABYCOOL
EXCHANGES AND RETURNS
03/18/2020
1. RIGHT OF FREE RESOLUTION – RETURN OF ITEMS
Under the terms of Decree-Law no. 24/2014, of February 14, applicable to contracts concluded remotely, we are committed to guaranteeing the right of our customers to freely terminate a new contract (right of free resolution or withdrawal), without indicate reason, within 14 calendar days from the date of execution or the date of receipt. To resolve it, simply let us know your decision. You can do this by letter, telephone or email.
Therefore, if after receiving an item that you ordered on our website, you realize that you don't need it after all, that it is not to your liking or for any other reason, you have 15 days to return it.
2. ARTICLE EXCHANGES
If you simply want to exchange the item you purchased for any other item from our store, without needing to indicate a reason, you have a period of 30 days from the date of receipt.
If you are not interested in making a new purchase at the time of exchange, the value of the item will be included as a credit in your customer file, creating a refund voucher. This credit must be used within 12 months of its issuance.
In cases of exchanges made after 15 days of purchase, they can only be made for items of equal or greater value.
3. CONDITIONS FOR RETURN OR EXCHANGE
- It is not enough to return/send us the products you wish to return or exchange, you must first communicate your intention to us, clearly and unequivocally, via email.
- Products to be returned or exchanged must be sent to us in perfect condition, complete, with all their components, accessories and instruction manual and properly packaged in the original packaging, with the respective warranty seals and/or protective plastic and without signs of use.
- For hygiene and safety reasons, returns of items for personal use (such as breast pumps, breast shells, etc.), underwear, diapers, creams, etc., are not accepted unless they are received by the defective customer.
- Cancellations/refunds do not apply to the supply of goods produced or ordered according to consumer specifications or clearly personalized (in terms of design and/or printing, for example), or which cannot be resent or are likely to deteriorate or perish quickly. All products with a delivery time of 3 weeks or more fall within the previous restriction.
- The transport costs for returning, replacing or exchanging items are the sole responsibility of the customer. It is recommended that the object be sent with registration or acknowledgment of receipt and the possible taking out of insurance with the carrier for the value of the products, to protect against possible loss or damage. When it is not possible to return products by regular mail, BabyCool may inform the consumer of the possibility and respective cost of collecting the goods via courier and organize this transport, provided that the return cost has been previously paid by the consumer.
- We request that items to be returned/exchanged, after notification, be sent to BabyCool indicating the order number and customer name to the following address: R. Tomás da Anunciação, nº 33 B, 1350-322 Lisboa.
- If you understand, you can make the return or exchange directly in our physical store, in which case you must present the respective purchase/offer receipts and bring with you the payment method you used for the purchase for the respective refund in case of return.
4. REFUND
After receiving the items and duly checking their conditions, in accordance with point 3., we will refund the value of the product(s) using the same system you used to pay, issuing a refund voucher (credit in the customer file), valid for 12 months to use on the next purchase you make, or when sending the new item with which you want to replace the previous one in the case of an exchange.
* Although the general policies and guarantees remain the same, the specifics regarding the returns and exchanges process presented here apply to purchases made from our website, and may vary slightly in purchases made in our physical stores.