Return, Exchange and Warranty Policy
RETURN, EXCHANGE AND WARRANTY POLICY
These conditions are intended to regulate the terms by which the company DRESCH & NUNES LDA , a legal entity with NIF 517854481, with registered office at Rua Da Fonte, Nr 49, Un 3B, 2410-261, Leiria, Portugal, established as an Importer, Distributor and Official Manager of the MADENNA® brand in Portugal , and from now on responsible for the E-commerce portal “ www.madenna.pt ”, now known only as “Madenna.pt”, will be governed by the Terms and Exchange, Return and Guarantee Policy :
General Conditions
At Madenna.pt, we want to guarantee the satisfaction of our customers. Below, we detail the conditions for exchange, return and guarantee, in accordance with the laws applicable in Portugal, especially Decree-Law no. 24/2014 (Regime of Contracts Celebrated at a Distance and Outside the Commercial Establishment) and the Code of the Consumer.
» Do not receive tampered packaging. When receiving your order, always pay attention to the condition of the packaging.
Right to Free Resolution (Return)
• Deadline for Return: The customer has the right to return the product within 14 days, counting from the day he received the order, without the need for justification.
• Conditions for Return: The product must be in the same condition in which it was received, with no signs of use and in original packaging. Personalized or made-to-order items are not eligible for returns.
• Procedure: To exercise the right of return, the customer must communicate to us via email [atendimento@madenna.pt] informing the purchase invoice, proof of payment and the text citing “the intention of free resolution/return of the product".
• Product Conformity: The returned product must be free of dents and scratches; Broken chains, darkened by dirt, worn plating due to improper use or incomplete parts.
• Refund: Upon receipt and verification of product compliance, the refund will be processed within 14 days. The amount will be refunded using the same payment method.
• Shipping fees: The shipping fees paid initially will be included in the amount to be refunded, as provided for in current legislation in Decree Law No. 24/2014. If the customer desires a different collection method than that defined by Madenna.pt, the customer will be responsible for paying the additional shipping costs related to returning the product to the store, whether for return or exchange purposes. We cannot guarantee that items will be returned or arrive in the same condition as when they were shipped.
• International returns: In the case of an order delivered abroad, the return process is carried out based on the conditions mentioned above.
Product Exchange
If the customer does not like or adapt to a piece, they can exchange a MADENNA product under the following conditions:
• Exchange Deadline: Products can be exchanged within 30 days, as long as the product is in perfect condition, in the original packaging and with all accessories included.
• Conditions for Exchange: Exchanges are only accepted for products that show no signs of use and are in perfect condition.
• Product Conformity: The returned product must be free of dents and scratches; Broken chains, darkened by dirt, worn plating due to improper use or incomplete parts.
• Shipping of the new product: After our receipt and verification of compliance of the returned product, shipping of the new product will be processed within 14 days. The difference in values will be adjusted in the same payment method.
• Shipping Costs: The customer is responsible for the shipping cost for exchanges, except in cases where the product has a manufacturing defect.
• If you wish to exchange an item, you must contact us by email at the following address: [atendimento@madenna.pt]
• The customer will receive confirmation of the best address option for shipping the item by email.
Product Manufacturing Guarantee
For exchanges due to factory defects, Madenna.com.br has the following Warranty Policy:
• Warranty Period: All products have a 12-month warranty against manufacturing defects.
• Types of defects covered by warranty:
- Manufacturing defects;
- Bathing defects (total or partial detachment);
- Lock defects (cracks, breaks, spring defects).
• Warranty Coverage: The warranty covers manufacturing defects. It does not cover damage resulting from inappropriate use, natural wear and tear or poor maintenance.
• For exchanges covered by the warranty, it is necessary to present the Warranty Certificate that accompanies the part;
• Madenna.com.br may request photos and videos of the piece to identify defects. Furthermore, it is essential that the piece is delivered to a physical store for complete evaluation.
• After receiving the part, Madenna.com.br has 30 days to evaluate and provide a position on the exchange or repair;
• If the manufacturing defect is proven, Madenna.pt may repair the defect or exchange the part for an identical one;
• If the part in question cannot be repaired or replaced with another equal one, the customer will receive a credit coupon for the value of the part;
• The warranty does not cover parts damaged by misuse. The list below presents defects outside the manufacturing warranty:
- Dents;
- Scratched;
- Broken chains;
- Darkened by dirt;
- Bath worn due to improper use;
- Incomplete parts;
• If you wish to exchange an item under warranty, please contact us by email at the following address: [atendimento@madenna.pt]
• The customer will receive confirmation of the best address option for shipping the item by email.