What is our policy regarding cancellations, refunds, exchanges or returns?
Excellent customer support is our priority. Satisfied customers come back, and we want them to come back!
So any problem or question please get in touch with vendas@boow.pt
Situation 1:
If you are not satisfied with a product, you can return it within a maximum period of 14 days*
Just send an email with the order number and photographs of the item. Once you receive our confirmation, please return it carefully packaged in the same condition you received it.
- The article must be in its original packaging, with absolutely no signs of use and with all tags included (if applicable).
- It is advisable to obtain proof of return from the carrier (registration number) and photos of the item before packing in case it is necessary to prove integrity in cases of loss, damage or theft during shipment.
* In accordance with applicable regulations, if you are contracting as a consumer, the customer has the legally enshrined right to terminate the contract within 14 days. Only applied to NON-CUSTOMIZED products . Please note that the items are handmade, and all items are unique, and there may be small differences between the photographed product and the final product. Colors may also vary between monitor and printed result.
**Please note that, as it is not possible for us to guarantee the quality of the images you send us, items with photos and logos sent by the customer are not accepted for return/refund
The refund amount if your order is accepted will only be the value of the item. Postage/cost of return/dispatch or re-shipment will not be refunded.
Situation 2:
Received an incorrect or exchanged item for which Boow is responsible, or if the item was damaged in transit.
– Please send an email with clear photographs, and wait for our contact for the resolution.
Situation 3:
Item not received.
– If the carrier’s website indicates the order has been delivered, but you have not received it, please contact us. We will file a claim with the carrier, just as the customer will have to file a claim with the postal service in their area of residence.
After making the appropriate claim to the postal services, please send a copy of the claim document. A new article will be sent soon.
Situation 4:
Cancel an order.
- If the order is already in the “In process” state, the cancellation process can take up to 48 hours to be resolved.
- If the order is already “In internal processing” it means that Boow has already started the production of your order. Boow reserves the right not to accept the cancellation of the order because it already has production costs associated with it.
Boow does not refund money, the customer will have a voucher for the value of his order that he can use within a period of 6 months from the date of return.
TAKE NOTE:
*Seasonal products (such as Christmas, Valentine’s Day, Easter…) will only be accepted for returns made before the event date
*Because it is a free extra, there are no refunds, exchanges or returns on items sent as a gift.
*Products purchased during a promotional period can be returned, but for a refund in a voucher and never for an exchange of item
**As it is not possible for us to ensure the quality of the images you send us, items with photos and logos sent by the customer are not accepted for return/refund
Dispatch is made to the address indicated at the time of ordering.
– Please make sure it is correct and complete and that the mobile number is Portuguese
Personalization is done according to what you write.
– We always try to correct it when we find an error, but given the high number of orders, we usually use copy/past and do not repair it. So it’s your responsibility to make sure everything is ok. Please make sure everything is correct and without spelling errors
– Regularly check the status of the shipment on the carrier’s website.
– If you are not at the address to receive the order, the carrier may leave a notice in the mailbox or contact you by telephone.
Viadirecta and MRW may leave a notice or contact you. Make sure the contact is correct and in Portuguese. We appreciate your understanding that it is the customer’s responsibility to pick up the order in a timely manner, within the period indicated in the notice.
international shipments
– Any import/export (customs) fees charged in the customer’s country are the sole responsibility of the customer.
PS: If your order is delayed in being delivered, please contact the postal services in your area of residence. Due to reasons beyond our control, delivery may take up to 6 weeks depending on your location/country. There will be no refunds or reshipments before this period has ended.
100% Satisfaction Guarantee
- The customer, upon receiving the order from Boow , if he is not satisfied, we will be happy to exchange it within a maximum period of 14 days from the date of receipt of the order*.
- Before sending the product, you should send an email to vendas@boow.pt to let them know the situation and only then should you send it.
- The postage costs are the responsibility of the customer and shipments will not be accepted for collection, Boow will only be responsible for the postage if the product is defective or if there is any mistake on the part of Boow .
- In order for the return and/or exchange to be accepted, the products must be returned in their original packaging, with the original labels, and must not show signs of use, washing, perfume, stains or damage.
- If Boow verifies any of the situations described above, it will not accept the return and the reshipment of the non-compliant product will only be carried out after payment of the postage cost.
- Personalized orders will not be accepted for return and/or exchange.
- Boow does not refund money, the customer will have a voucher for the value of his order that he can use within a period of 6 months from the date of return.
RETURNS AND WARRANTY
for custom items
In accordance with the applicable rules, if you are contracting as a consumer, the customer has the legally enshrined right to terminate the contract, up to 14 days after its conclusion, without giving any reason. Only applied to NON-CUSTOMIZED products .
Boow works with personalized goods, that is, it makes according to the taste of each individual consumer. The immediate consequence of our specific industry and business model, therefore, is that we have no inventory. I mean, we don’t have ready-made parts. For this reason, we are unable to commit to delivery times for the goods you have purchased. We aim to ship your purchases as quickly as possible, but the truth is that, in certain situations, we may not be able to do this as quickly as we would like. In times of the civil calendar that correspond to major festivities and celebrations and national or international days considered special (for example Easter, Father’s Day, Valentine’s Day, end of the school year) we may not correspond to the speed you were expecting,
Boow sells, for the most part, products produced according to customer requests. As we mentioned above, we do not have products available in inventory, we do everything according to our customers’ order requests, and there are never two identical products. For this reason, we inform you that the consumer cannot freely terminate contracts with Boow as they are contracts for goods made according to the consumer’s specifications or clearly personalized. The lack of right to free termination means that you cannot exercise the right to repentance, however you still have the right to terminate the contract on any other reasonable basis and provided for by law with this legal combination, right to repair and replacement of defective goods.
It is also important to inform you that it is not possible to change parts (acquired goods), information (personalized) or addresses in orders placed without Boow’s written consent. Therefore, it is crucial that you carefully analyze and consider what you intend to purchase and under what conditions, so that you do not regret it.
For non-personalized items
The free withdrawal period will expire after 14 days from the day on which the customer (or a third party – other than the delivery person – indicated by you) physically purchases several non-personalized items, in an order delivered separately, 14 days from the day on which the customer (or this third party indicated by you) physically purchased the last product. To exercise the right to free termination of the contract, the customer can contact us through the email vendas@boow.pt.
In order to respect the period for free termination of the contract, simply send your communication regarding your exercise of the right of withdrawal before the termination period of the contract expires.
Effects of terminating the contract
DEVOLUTION
If you change your mind or are not satisfied with your purchase, you can return it within a period of 14 consecutive days from the date of receipt of the products. For this, we only ask that you notify us in writing via email vendas@boow.pt, indicating the necessary data to identify the purchase. For our part, as soon as we receive the email, we will acknowledge receipt of it by email, indicating the procedure to follow. Only applied to NON-CUSTOMIZED products
In this case, you must send us the products in perfect condition, at the latest within a period of 14 consecutive days after receiving them. In these cases, Boow will reimburse the customer for all purchase expenses. However, the customer will bear the direct cost of returning the products.
Boow will proceed with the refund within 14 consecutive days from the date on which it is informed of the decision to return the purchase, and will do so via bank transfer. Boow reserves the right to withhold refunds until products are received.
WRONG PRODUCT
Additionally, Boow always ensures that the products sent correspond to those ordered. However, if exceptionally you receive a wrong product, you must write to our email, sending us photos of the product received and the delivery note attached to the order, and send it to us within 14 days. Indicate the order number in the subject of the email so that we can manage it and present a solution as soon as possible.
CANCELLATION OF ORDERS
You can cancel your order within 2 hours after payment, but it will have to be analyzed on a case-by-case basis, as it may already have associated production costs.
Boow, however, reserves the right to apply a cancellation fee, referring to the time and material used in the meantime.
WARRANTY
The products we sell, especially those made by hand, often have the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, textures and colors, may not be considered defects or damage. On the contrary, you should count on their presence and appreciate them. We select only the highest quality products, but features are unavoidable and must be accepted as part of the individual product appearance.
In the event that it is objectively not possible to replace the product with another of the same category, Boow will refund the value of the same, in a voucher.
It is important to note that our guarantee does not cover:
- Negligent or violent use of the product.
- Damage resulting from manipulation or intervention of the product.
It is important that you always follow any instructions for use of the products we supply and, in case of doubt, you should contact us by email at vendas@boow.pt to receive advice on the use of the product.
INTELLECTUAL PROPERTY
The customer acknowledges and consents that all copyright, trademark and other intellectual property rights over the materials or contents that are provided as part of the website are, at any time, ours or those of those who granted us the license to its use. The customer will only be able to use this material in a way that is expressly authorized by us or by whoever granted us the license for its use. This does not prevent you from using this website to, as necessary, copy information relating to your order or contract data.
FORCE MAJEURE REASONS
We will not be liable for any breach or delay of any of the obligations assumed by us under a Contract which is caused by events beyond our control (Force Majeure).
The concept of Force Majeure shall include any act, event, failure to exercise, omission or accident that is beyond our control, including, but not limited to, the following:
- General strike, or other forms of protest that significantly affect the country. Pandemics.
- Public nuisance, riot, invasion, terrorist attack or terrorist threat, war (whether declared or not) or threat or preparation for war.
- Fire, explosion, storm, flood, earthquake, landslide, epidemic or any other natural disaster.
- Inability to use trains, boats, aircraft, motor transport or other means of transport, public or private.
- Inability to use public or private telecommunications systems.
- It will be considered that our obligations under the Contracts are suspended during the period in which the Force Majeure Reasons occur and we will benefit from an extension of the period to fulfill such obligations, for a period of time equal to the duration of the Reasons for Force Majeure. We will use all reasonable means to bring the Force Majeure Event to an end or to find a solution that will allow us to perform our obligations under the Contract despite the Force Majeure Event.
APPLICABLE LAW AND JURISDICTION
The use of our website and the purchase contracts made through this page are governed by Portuguese law.
This provision does not affect the other rights recognized to the consumer by the legislation in force.
ALTERNATIVE DISPUTE RESOLUTION
In this sense, if the transaction has been completed through our website, we inform you – in accordance with EU Regulation 524/2013 – that you have the option of trying to resolve any dispute extrajudicially by accessing the electronic platform of online dispute resolution at http://ec.europa.eu/consumers/odr/.
You can consult the updated list of Alternative Dispute Resolution Entities available under article 17 of Law 144/2015, of 8 September, on the Consumer Portal, via the website www.consumidor.pt.