Returns

Resolution

The user has the right to terminate the contract without justification, within 14 (fourteen) working days.

This reconsideration period will start on the day following the receipt of the product (s) by the user or by a representative appointed by the user, in accordance with the document signed upon receipt of the same (s).

In order to make the procedures for returning and refunding the amount to the user easier, it is requested that the user make the material under resolution available to IMAGINE within a reasonable period of time and in order to facilitate the exercise of their rights and check the material.

In order for the user to be able to exercise his right of withdrawal, he must notify IMAGINE of the decision to terminate the contract through a clear statement by email to geral@imagine.org.pt. In this declaration, you should mention the order and invoice number and the reference (s) of the item (s) you want to return.

After receiving this declaration, IMAGINE will send the return instructions (procedures to be followed) by email, together with information about the means of transport (transport company) to be used.

For the free resolution period to be respected, it is necessary to transmit the communication regarding the exercise of the right of withdrawal before the end of the period granted for that purpose: that is, 14 (fourteen) days after receipt.

If the user wishes to terminate the contract, he will be reimbursed for all payments made, excluding return costs, without excessive delays and, in any case, within a maximum period of 30 (thirty) days from the day it was exercised the right of withdrawal. IMAGINE will refund the order using the same payment method used in the initial transaction; in any case, the reimbursement will not give rise to any additional costs.

Return of defective products

The IMAGINE team gathers all efforts, scrupulously checking all articles, in order to detect any defects that may exist in them before proceeding with any shipment.

IMAGINE reserves the right to request photographic support for defective items or goods that have been sent in error, for the purpose of reimbursing shipping costs before authorizing the return.

In case of return of items considered to be defective, an inspection will be made upon receipt. Items subject to wear considered normal will not be considered defective. In order for the user to be able to return defective item (s), he must notify IMAGINE of this decision by sending an email to geral@imagine.org.pt

This declaration must contain the order and invoice number and the reference (s) of the item (s) you want to see returned.

Upon receipt of this declaration, IMAGINE will send the return instructions by email (procedures to be followed), together with information about the carrier to be used.

If a defective item is returned, IMAGINE, after receiving the product (s), will carry out its analysis and inform the user of the following procedures. IMAGINE will proceed with the replacement of the product, if stock is available. In case of no stock availability, the order and the shipping costs will be reimbursed, if any. This refund of the order will be made using the same payment method used in the initial transaction; in any case, the reimbursement will not give rise to any additional costs.

Conditions for returning the item (s) due to contract termination or for quality reasons (defective product (s)) and respective refund:

  • The article must not have been used or altered in any way.
  • When returning items, all original labels as well as packaging and other accessories must be included, and must be sent with the order.
  • Returns must be packed in the IMAGINE box used for shipping.
  • Proceeding to return only part of the order, IMAGINE returns, in proportion, the amount paid by the user.
  • The user must return the item (s) through the carrier indicated in the email sent by IMAGINE, and following the instructions indicated for that process.
  • In the case of return for quality reasons, upon receipt of the defective item (s), IMAGINE will proceed with its analysis, to verify the quality problem in question.
  • In the event that IMAGINE cannot replace the defective item (s), the amount paid will be refunded, in the same amount as that paid by the user, using the payment method originally used.
  • Proceeding to return all or part of the order, IMAGINE returns, in proportion, the amount paid by the user.
  • In the case of an item (s) whose return has not been previously authorized and / or which has not been sent via the same carrier, as indicated in the email sent with the return instructions, IMAGINE reserves the right to if the right to refuse to receive the item (s).
  • If an unauthorized return is accepted, IMAGINE will deduct 10% of the value of the item (s) for the purposes of administrative costs.
  • The return of articles that do not respect the procedures of the terms and conditions of the return policies will not be accepted by IMAGINE. These items will be returned to the sender to the address of the original shipment at the user's expense.

Alternative Dispute Resolution

In the event of a consumer dispute, the consumer can use the European Online Dispute Resolution Platform, available at http://ec.europa.eu/consumers/odr, or contact IMAGINE via email geral@imagine.org. pt or the following competent Consumer Dispute Resolution (RAL) entity:

Alternative Resolution of Consumer Disputes (ADR):
Consumer Disputes Arbitration Center of the Coimbra Region (CACRC)
Address: Av. Fernão Magalhães, Nº 240, 1º, 3000-172 Coimbra
Tel .: +351 239 821 690
E-mail: geral@centrodearbitragemdecoimbra.com
Link: geral@ciab.pt | Web: https://www.centrodearbitragemdecoimbra.com
Link: http://www.ciab.pt | For more information see the Consumer Portal at https://cec.consumidor.pt/