Refund policy
A - Rules applicable to exchanges and returns
1. In accordance with applicable legislation (DL no. 24/2014, of February 14th, amended by Law 47/2014, of July 28th) the User / Customer has a period of 14 days (including Saturdays, Sundays and holidays), from the day on which the items are delivered to the indicated address, to terminate the contract, without paying compensation and without needing to indicate the reason.
2. The right referred to in the previous number must be exercised by the User / Customer by filling out the Free Resolution Form or the Exchange Form (legally approved models) found below on the website.
3. If you exercise the Right of Withdrawal, the User/Customer must deliver, at their own expense, the products delivered to them, in the exact condition they were in at the time of delivery, accompanied by the instructions and other documents that accompany the products, their respective packaging, any accessories that accompany them and the respective purchase invoice.
3.1. The costs of returning products due to the exercise of the right of free resolution will always be borne by the User / Customer.
3.2. The User/Customer must ensure that the returned products are well packed in their delivery box, as they were sent, being responsible for any damage caused to the products resulting from poor accommodation.
4. All elements supplied with the product (including respective packaging and any accessories) are essential for the eventual return or exchange of the product. The respective purchase invoice is absolutely necessary to exercise the rights arising from the legal guarantee (see 10 below).
5. If the User/Customer wishes to exercise the right of withdrawal, under the terms set out in 1. and 2., without the product(s) sent to him/her being returned to Hourzone, within a maximum period of thirty days from the date on which they were received by him/her, the communication of resolution will have no effect and the amount paid for the product(s) will not be refunded to the User/Customer. The same will apply if all the items referred to in 3. are not returned in perfect condition.
6. Once the products have been returned, Hourzone's technical services will analyze them and verify the condition they are in and the effective return of all the elements referred to in 3.
7. Exchanges or returns will not be accepted on products that show signs of use or misuse (including, but not limited to, scratches, signs of falling, knocks or “bumps”). In these cases, Hourzone will not refund the amount paid for the products in question and will refund them to the customer, in the condition in which they were received.
8. Exchanges or returns will not be accepted on items personalized by the customer or customized according to their specifications.
9. After analysis by Hourzone's technical services, and if the returned products meet the conditions referred to above, the amount paid by the User/Customer will be refunded within a maximum period of thirty days from the date on which Hourzone received the communication referred to in 2 or the date on which the product was actually returned to Hourzone, if such return occurs on a date after the resolution communication.
10. The credit will be made in order to guarantee speed in the process and greater convenience for the Customer, and carried out according to the payment method chosen for the initial order within the maximum period referred to in the previous number and in the following way:
- Visa / Mastercard / American Express / Paypal / MBWay credit card: Amount to be refunded credited to the Credit Card or Paypal / MBWay account used for the order.
- Payment by Multibanco reference: Amount credited to the bank account after indication by the customer of the IBAN used to pay for the order.
- Payment by Bank Transfer: Amount credited to the bank account used for the order.
11. At the time of exchange, the customer may exchange it for any other product on the website, as long as it is of equal or greater value.
B - Applicable legislation. Jurisdiction of Portuguese courts
1.1. Portuguese Law is applied to the use of the website, as well as to transactions, contracts and businesses concluded through it, and to the interpretation and application of these general conditions.
1.2. The Portuguese Courts have exclusive jurisdiction to resolve any dispute arising from the use of the website, transactions, contracts and businesses concluded through it or the application of these general conditions.
C - Legal information to be provided to the consumer
1. Information on the Right to Free Resolution (as referred to in paragraph j of paragraph 1 of article 4 of DL no. 24/2014, of 14 February, amended by Law 47/2014, of 28 July)
The consumer has the right to freely terminate this contract within 14 calendar days, without needing to indicate any reason. The period for exercising the right of free resolution expires 14 days from the day following the day on which you acquire or a third party indicated by you, other than the carrier, acquires physical possession of the goods.
In order to exercise your right of free termination, you must communicate to us, using the contact details below, your decision to terminate this contract by means of an unequivocal statement (for example, a letter sent by post, fax or email).
For these purposes, Hourzone's contact details are as follows:
1. Filling out the form electronically - Download PDF
2. Address: Hourzone - Watchmaking, Unipessoal Limitada
“Online” Sales Services
Rua António Cardoso, no. 613, Ap. 201
4150 083 Porto
3. Email address: info@houseoffiligree.com
For the free resolution period to be respected, it is sufficient that your communication regarding the exercise of the right to free resolution is sent before the end of the resolution period.
2. Free Resolution Form and Exchange Form:
Download PDF (Free Resolution Form)
Download PDF (Exchange Form)