RESOLUTION, REFUNDS AND EXCHANGES
If for any reason you are not satisfied with the order, you may exchange the goods within 15 days of receipt of the order, except for products manufactured by order and / or custom made. (unless there are defects or non-conformities with the features ordered) and products purchased through commercial campaigns, promotions or sales.
LUIS ONOFRE will not charge additional costs for shipping the new article. To make the exchange of goods, the User must access the order in his personal area of the website www.luisonofre.com and follow the instructions to make the request for exchange. This request should be made as soon as possible so that you can try to secure a reservation for another size or color.
Articles may be exchanged when an article of the same reference is available in another size or color. Exchange for articles from another reference is not currently available.
As soon as the articles to be exchanged are received and checked, the new article will be shipped immediately.
As with the exercise of the right of withdrawal, any Customs Duties, taxes or additional costs that you may incur will not be refunded by LUIS ONOFRE in the event of exchange of articles.
To exchange your item, follow the following steps:
1- Send and email to email@example.com to request exchange within 14 days of receiving your order.
2- Go to the CTT point near you and send the product to:
Avenida da Liberdade 247,
1250-149 Lisbon, Portugal.
1- Send an email to firstname.lastname@example.org to request the return or the exchange within 14 days of receiving your order. Luis Onofre also reserves the right to charge any costs of recovery of the goods received after 14 days.
2 – Book your free collection with our shipping partner by phone: +44 (0)844 248 0844 or you may visit www.dhl.com and select your country to find the contact details of your local DHL branch.
3 – Complete and sign the returns pro forma invoice that you received with your order (and fill in the DHL air waybill if applicable). We ask that you do not seal your parcel as the driver will be required to check the contents.
4- You will be notified by email once your return has been received and processed.
To ensure that your return is processed as quickly as possible, send all the items you wish to return from one order in one parcel along with your returns pro former.
If for some reason you are not satisfied with the order, you may terminate the contract within 15 days of receipt of the order, and you will be refunded of all amounts paid in the meantime. .
Custom-made and / or custom-made products may not be returned unless they are defective or non-conforming to the ordering characteristics.
The return is free. However, any customs duties, taxes or additional charges that you may have incurred will not be refunded by LUIS ONOFRE.
In order to exercise the right to terminate the contract, the User may, by any means, communicate this intention to LUIS ONOFRE, namely:
- a) By telephone on +351 256 661 220, stating that intention;
- b) By email to email@example.com, informing you of your intention to terminate the contract, indicating the order number provided with the order confirmation. If you do not wish to terminate the contract for all items in the order, you must also list the references of the items covered by the termination of the contract;
- c) By accessing your reserved area on the website www.luisonofre.com, access the “order” area and follow the instructions given to you.
E.3. PRODUCT RETURN INSTRUCTIONS
Upon receiving the request for termination of the contract, LUIS ONOFRE will confirm to the User the resolution and send the return coordinates, making it possible to return the item.
The product to be returned must be in the same condition as it was shipped and without signs of use.
Items must be returned with all original tags, packaging and other accessories (protective bags, hangers, etc.) shipped with the order. Footwear and other accessories must be returned in their original boxes, which may not be damaged and / or altered, nor be used as an outer box for shipment.
The User must return the article within 14 days of receiving this email, otherwise LUIS ONOFRE will not accept the termination of the contract.
If the goods are not received by LUIS ONOFRE within this 15-day period, the User will be contacted by email in order to demonstrate within 72 hours that he / she has returned the goods within the indicated period. If the User does not documently demonstrate that he / she has returned the goods, LUIS ONOFRE reserves the right not to accept the termination of the contract.
At the time of return, the User must clearly identify the order with the customs authorities and all shipping forms as “RETURNED GOODS” and should also write this expression on the outside of the box, in a well-placed place. visible.
You must send your order in registered mail with postage payable at the destination to the address sent by LUIS ONOFRE for this purpose. If the User chooses to ship via a different means of transport, MODA CAFÉ is not responsible for any loss of that order.
If LUIS ONOFRE chooses to use another carrier, it will receive the appropriate information by e-mail. In this situation, the carrier may need to check the items to be returned, so the box should be kept open until you arrive.
Refunds will be processed within 15 days of receipt by LUIS ONOFRE of the returned items and their control quality.
LUIS ONOFRE reserves the right to refuse to receive items whose return has not been previously authorized and / or which have not been sent through the same carrier, as indicated in the email sent with the return instructions. If an unauthorized return is accepted, LUIS ONOFRE will deduct 10% of the value of the items for administrative / storage costs.
LUIS ONOFRE will not accept the return of articles that do not respect the procedures of the terms and conditions of the return policies. Such items will be returned to the sender to the original shipping address at the user’s expense.
For orders paid by credit card, the refunded amount will be available in the customer’s card account on time. The refund processing time may vary depending on the credit card company.
Orders paid through Paypal will be refunded to the original account.
In the case of orders paid through ATM, the User must inform LUIS ONOFRE by email from IBAN of his bank account, so that he can transfer the amount to be refunded.
E.5. – DAMAGE CAUSED IN TRANSPORT / DEFECTIVE ARTICLES Returning
defective items will only be accepted if the items are already defective at the time of delivery to the User. The LUIS ONOFRE team makes a great effort to carefully check all items for defects before shipping.
LUIS ONOFRE reserves the right to request photographic support for defective items or wrongly shipped goods, before authorizing return, for reimbursement of transportation costs.
All items returned as defective will be properly inspected upon receipt and all items subject to normal wear will not be considered defective.
Defective items will be exchanged for identical items in the same color and size, subject to availability. If the User does not wish to be sent a replacement item, and chooses to reimburse the amounts paid, he / she should make such request when accessing his personal account, at www.luisonofre.com about the request for devolution.
Refunds for defective items will be made within 30 days of receipt of the returned items.
If LUIS ONOFRE cannot replace the defective item, it will refund the amount paid through the payment method originally used, in the same amount paid by the User.
If you are for whatever reason not happy with the products you ordered, you may return the products delivered to you within 14 calendar days after delivery, as long as:
- the products are unwashed and not used in any way.
- the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
- the product is complete: e.g. both items of a pair must be returned.