Terms and conditions
1. Company
Joelma Lima, Unipessoal, Lda
PT517583348
Rua José Elias Garcia, n° 59, 1° Esq.
2640-495 Mafra Portugal
+351 913 042 325
( Call to national mobile network)
store@symowa.com
2. How to Order
The order can be made through the online store.
Any online order is subject to availability of the items. In the event of unavailability, stock shortage or unforeseen supply issues, SYMOWA will inform the customer about the availability of alternative products, if desired. At the customer's request, the order may also be cancelled in whole or in part.
If it is not possible to contact the customer, the order will be cancelled.
After confirming the order in the online store, the customer will receive an automatic email confirming the order, along with the order details. Failure to pay for the order within the stipulated maximum period will result in its automatic cancellation. If the order is not paid at the time of placing it, SYMOWA does not guarantee the availability of stock or the delivery date chosen by the customer, which may be subject to change.
After payment validation, SYMOWA will begin preparing and delivering the order.
3. Delivery of the Order
Deliveries of orders placed through the online store are made via a distributor.
3.1 Cost
Shipping to Portugal and Europe
Order up to 500g - €4.8
Order between 500g and 2kg - €8
Order weighing between 2 and 3kg - €18
Order weighing between 3 and 5kg - €22
Shipping to North America
Order up to 500g - €15
Order between 500g and 1kg - €24
Shipping to South America
Order up to 500g - €13
Order between 500g and 1kg - €21.4
CTT can take between two and seven working days to send your order after processing it.
4. Payment Methods
SYMOWA offers customers several options for paying for their order.
SYMOWA uses Shopify Payments to securely process your online payments. You can choose to pay with Multibanco, Visa, MasterCard, among others.
4.1 VISA or MasterCard credit card
The customer can make the payment using a VISA or MasterCard credit card, taking advantage of the liquidity advantages and payment terms offered by their bank.
The platforms use a sophisticated mechanism to detect and prevent actions that indicate fraud. Through this solution, it is possible to verify the authenticity of payments made online, while simultaneously safeguarding the integrity and security of customer data, as well as their identification. This security is made possible by SSL (Secure Sockets Layer) technology, which encrypts communications between the customer's software and our server so that they cannot be intercepted. As such, SYMOWA reserves the right to refuse payment for an order if the transaction in question is considered illegal. Any and all activities considered illegal will be immediately reported to the competent authorities.
4.1.1 3D Secure
3D Secure is a communication protocol developed to improve the security of online payments and enable the authentication of credit card users with the issuing bank. Following the completion of a payment in an online store, a process is triggered to verify whether the card used is valid. If the card is considered valid, the security systems associated with the 3D Secure protocol verify the customer's identity, contacting the credit card issuer in real time, which in turn validates the customer's identity and reports confirmation that the card used is legitimate. This control is intended to protect credit card holders by reducing the likelihood of fraudulent use of their cards, ensuring greater transaction efficiency. This protocol is used by Visa, under the name "Verified By Visa", and by Mastercard, under the name "Secure Code".
4.1.2 How is payment processed by credit card?
After selecting the credit card payment option and selecting "Finalize Order", the customer will be redirected to the SIBS page. On this page, the customer must provide the necessary details of their credit card, namely the number, expiry date and security code. Then, they must click and validate the payment.
If the payment is declined, a message will be displayed to the customer in the shopping cart window indicating the error. If this occurs, we suggest that you attempt to pay again. If the problem persists, we recommend that you contact your bank or credit card issuer for further information.
Once payment has been made, the amount will be debited from the customer's credit card account. If, for any reason, it is necessary to cancel the order in whole or in part, the corresponding amount will be refunded within five business days. The transaction will likely be reflected on the customer's card statement within three business days of the date on which it was made.
4.3 Bank transfer
Bank transfers are not accepted.
4.4 Cash or Check
Checks or cash are not accepted.
5. Exchanges and Returns - RIGHT TO FREE RESOLUTION
If for any reason the order does not meet your expectations, you have the legally enshrined right to terminate the contract within 14 days. To do so, you must deliver your products to our facilities.
The period of free withdrawal expires after 14 days from the date of receipt of the order by the customer or third party (with the exception of the carrier) indicated by the customer. To exercise the right of free withdrawal from the contract, you can contact us via our email address loja@symowa.com or any other means capable of proving your decision to withdraw from this contract by an unequivocal statement.
After contacting us to inform us that you wish to exercise your right to freely terminate the contract, you will be given instructions on how to proceed with the return of the product. Under no circumstances should you send the items without prior contact as they will not be considered for return. After contacting us and being provided with the return details, you must send the item to us, properly packaged and in the conditions referred to below, to our address:
SYMOWA - Joelma Lima
Campolide Street 351, Building 3, 6A.
1070-034 Lisbon, Portugal
According to Decree Law No. 176/2006, of August 30, any return of articles must comply with the following conditions:
a) Return of items in good condition (in saleable condition), with original packaging intact, without damage, without having been tried on and accompanied by the respective invoice. If the packaging is damaged and the items show signs of use, we will not be able to accept the return or credit of the amount.
b) In the case of a promotional pack, both the outer packaging and the products inside must be intact, without having been tried on and accompanied by the corresponding invoice. If the packaging is damaged and the items show obvious signs of use, we will not be able to accept the return or credit of the amount.
When returning an order in full or in part, refunds or credits (for purchases made in the online store) will be made for the value of the products, excluding postage. Shipping costs to our address are the responsibility of the customer, except for customers who have been harmed by transport or a technical problem with the product. In these cases, shipping costs will be covered by SYMOWA. Refunds will only be made after the product has arrived at our facilities and its condition and compliance with the conditions described above have been checked. This check is carried out as soon as the products arrive at our facilities and the amount is refunded within two working days. If the products do not meet the requirements mentioned above for return, the non-conformities detected will be communicated to the customer via email, with photographic support, within two working days of receipt of the product at our facilities.
5.1 Undelivered Order and Return by CTT
If CTT is unable to deliver the order, or it is not collected within the time limit at the respective post office, CTT will return the order to our SYMOWA. As soon as we receive your order, we will issue a refund, excluding shipping, fees and order processing fees by Shopify, banks and SYMOWA.
The refund amount is calculated as follows. Total order value in € - 5% (3.2% Banking Entity Fees + 1.8% Shopify Payment) - €0.60 (refund processing fees) - €1 (SYMOWA service fee) - shipping cost.
If the payment was made by Multibanco, or we are unable to automatically refund the payment method, we will contact you by telephone and ask you to provide an IBAN so that we can make the bank transfer for the refund. If after two attempts, we are unable to speak to the user, or we do not receive any response to our calls, we will then issue a voucher for the value of the products on our website, valid for three months, and in this way, we complete the process of returning and refunding the order.
6. Order Cancellation
The customer may cancel their order up until it has been shipped. To do so, they must contact us using our form on the contact page. If payment has already been made, a refund of the full amount of the order will be automatically processed using the same method used to make the payment. If this is not possible, the customer will need to provide an IBAN so that we can transfer the amount.
7. Order Refund
SYMOWA will do its utmost to refund the customer quickly, but will allow a maximum period of 15 days from receipt of the returned order.
If payment was made by Credit Card, the refund will be made to the card or account itself and will appear on the next statement.
If the payment was made by Multibanco, or we are unable to automatically refund the payment method, we will contact you by telephone and ask you to provide an IBAN so that we can make a bank transfer for the value of the products. If after two attempts, we are unable to speak to the user, or we do not receive any response to our calls, we will then issue a voucher for the value of the products on our website, valid for two months, and in this way, we complete the order return process.
8. Promotional Codes
SYMOWA may make commercial offers by providing promotional codes. A promotional code will entitle the customer to benefit from a promotion relating to the purchase of a specific item or set of items during the period in which the respective promotional campaign is running.
When completing the purchase in the online store, the customer must enter the promotional code relating to the campaign, and this will be immediately reflected in the final amount to be paid.
If the customer is unable to enter codes from different brands in the same purchase, they will not lose access to them. SYMOWA will contact the customer by phone to apply all current promotions.
The use of each code is subject to the specific conditions of the promotional campaign in which it is included, so before making an online purchase, the user must check the conditions of the campaign in force.
The description of the codes can be found in the Promotions, Active Promotions tab.
Last updated on March 16, 2024