FAQ
refunds
In what cases is the product value not refunded at 100%?
- If the product shows clear signs of misuse and unreasonable damage or if it arrives in poor condition;
- If the product is returned with missing parts or accessories, or if the description of the incident is not true - the product will not be refunded.
Very important : There will be no refunds for returned products that do not have defects or whose incident descriptions are not true.
When does the refund take place?
Once we have received the products in our warehouse and verified their condition, we will refund the amount according to the payment method used by the customer, except in the case of cash payment, which will be refunded by bank transfer. Please note that the refund process may take several weeks before the goods received have been verified.
What happens if I don't receive an order?
When you do not receive an order, it is returned to our warehouse. Once we receive it, it will be processed by the Technical Support team and transferred to the Administrative Department to follow up with the refund process.
This process may take up to 4 weeks.
Shipments
What to do in case of an incident?
In the event of an incident, we offer the following guidelines for dealing with the situation:
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Incidents occurring within 24/48 hours of delivery of the order, with signs of damaged packaging:
When a customer detects any damage on delivery, it is essential that he clearly state it on the delivery note of the carrier, indicating, for example, " PACKING VISIBLY DAMAGED ".
If a customer reports an incident within 24 hours of delivery of the order, attaching the scanned delivery note, we can use this document to claim insurance from the carrier and replace the damaged item with a new one, once the incident is resolved.
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Incidents occurring between 48 hours and 14 days after delivery of the order:
If you have received a defective product, damaged packaging or any other problem, it is necessary to document the incident through photographs and contact us as soon as possible, either through our available contacts or via email, so that we can arrange the sending the product to our facilities in order to carry out an in-person evaluation.
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Incorrect product shipment:
We accept replacement of incorrect products. We will assume the shipping costs, provided that the customer has communicated the incident within 24 hours of delivery, unless we decide to refund the value of the product.
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Guarantee - Technical Support after 15 days of order delivery:
All products have a 3-year warranty offered by the manufacturer from the date of delivery, except in cases of perishable products or products related to health and hygiene. Defects caused by negligence, impact, misuse, tampering, incorrect voltage or installation, or natural wear and tear are not covered by the warranty. In the case of computer products, the warranty does not cover virus removal, program restoration or disk reinstallation. If an incident occurs that justifies the use of the warranty, the product will be repaired, replaced, returned or reduced in price, as provided by law.
The guarantee will lose its value if any detail or proof of purchase is modified, altered or replaced, and/or if the identification number of the guaranteed product is tampered with or repaired without the prior authorization of Technical Support.
To take advantage of the guarantee, it is necessary to contact us through the Contact Area, providing the following information:
- order number
- Product Description
- Product problem description
- Attached photographs in case there is visible damage
Each case will be treated individually and you will receive the address of the manufacturer's Technical Support in your country or the place where you should send the product and accessories. It is mandatory to include a copy of the sales invoice in the package, the Technical Support form that we will provide and the description of the problem detected.
For more detailed information please consult our Warranty Terms page.
If you have any questions or need more information about our shipping policy, please contact us at geral@sl-lda.com .
