Refund policy
Return Policy - Filamentos Pro
Context
This return policy was prepared in accordance with current legislation and may be updated without prior notice.
Right of Withdrawal and Returns
The customer has the right to withdraw from the contract without incurring any costs (except for the cost of returning the product(s)) and without needing to provide any reason, within 14 (fourteen) days, starting from the day the customer or a third party indicated by the customer (excluding the carrier) acquires physical possession of the product(s).
Thus, in the case of exercising the right of withdrawal, purchases made in the store can be returned within 14 days after receipt. After this period, it will not be possible to offer a refund or exchange of the item(s). For personalized items, the right of withdrawal can only be exercised for defective or incorrect items.
If the customer wishes to exercise the right of withdrawal, they must fill out and submit any unambiguous statement of withdrawal from the contract. They can contact the store within the period mentioned above to request the withdrawal form or explicitly indicate, via email at geral@filamentospro.pt, that they intend to withdraw from the contract.
The email must include the following details:
• Receiver’s name
• Contact phone/mobile number
• Order number
• Order date
• Order receipt date
• Number of products and/or services purchased
Upon receiving the request for withdrawal, we will respond as quickly as possible to streamline and schedule the collection of the purchased product(s).
Conditions for Returns
For a purchase to be eligible for a return, the purchased items must be in the same condition as they were delivered. It is also necessary for them to be returned in their original packaging, without signs of misuse or mishandling.
Documentation
To complete the return process, it is necessary to include the purchase invoice, proof of payment, and the return form.
Refunds
The refund of the product(s) value will be processed within 14 days from the date we are informed of the withdrawal decision.
Filamentospro.pt is not obligated to reimburse additional return costs incurred due to a collection method different and more expensive than the one we provide. If the product(s) are collected by Filamentospro.pt, the refund process will begin after we have received the product(s). The customer will be notified at geral@filamentospro.pt regarding this process.
Refunds will be made using the same payment method the customer used for the initial payment, unless expressly agreed otherwise, and provided the customer does not incur any additional costs as a result of the refund.
If the refund is not received within the specified timeframe, the customer should check their bank account again. If the amount is still not reflected, they should contact their bank manager. If there is still no feedback, they can contact the bank. After completing these steps, the customer may contact us at 910102036.
Exchanges
Exchanges are only accepted if the order is defective, incomplete, incorrect, or damaged during delivery. If the customer wishes to exchange an item, they must contact us via email at geral@filamentospro.pt.
The item should be sent to the following address:
Filamentos Pro
Rua Comandante Amorim 96 R/C, 3700-423
Arrifana, Portugal
Gifts
If the item was received as a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.
Shipping Costs
The initial shipping costs paid by the customer will be included in the refunded amount, as provided by the legislation under Decree-Law No. 24/2014.
If the customer opts for a collection method different from the one defined by Filamentospro.pt, the customer will be responsible for paying any additional shipping costs related to returning the product to the store, whether for a refund or an exchange.
We cannot guarantee that returned items will arrive in the same condition as when they were sent.
International Returns
For orders delivered abroad, the return process follows the conditions outlined above.