Deliveries
Security Procedures at the Time of Delivery
1.1.1
Check that the external packaging does not show signs of mistreatment;
1.1.2
Open the packaging in the indicated areas, keeping them in good condition for a period of 48 hours;
1.1.3
Check that the products do not have visible defects from transportation or manufacturing;
1.1.4
The customer has the right to ask the carrier to wait for the goods delivered to be checked;
1.1.5
The documents accompanying the delivery are:
1.1.5.1
Invoice for goods (Original and duplicate for the customer).
Rescheduling Deliveries
1.2.1
You can reschedule your delivery up to 48 hours before the scheduled date by calling +351 258 350 113 (call to the national landline) from Monday to Friday from 9:00 am to 6:00 pm, or by emailing encomendas@letheshome.pt
1.2.2
All our deliveries are prepared at least 48 hours in advance. If you wish to reschedule your delivery after confirmation by our services, www.letheshome.pt does not guarantee stock availability and reserves the right to charge the costs corresponding to the reorganization of the preparation, logistical, and administrative processes indicated in 6.5.1.
Delivery services use standard access points to delivery addresses (e.g., stairs, internal elevators) and existing access points (e.g., doors and stairs). They do not use additional transport or lifting equipment or make any changes to the building's construction.
1.3.1
If delivery services detect a high risk of damage during transport of products to the delivery or assembly location, they may advise against such service. In this case, if the customer wishes to contradict this advice, transportation will be at their own risk and responsibility, and www.letheshome.pt will not accept any costs resulting from any resulting damage.
Delivery Anomalies
1.4.1
Customer responsibility anomalies:
1.4.1.1
If delivery is not possible at the address or date indicated, for reasons beyond your control and without any attempt to reschedule within the timeframes indicated in 6.3.1, the products will be returned to the distribution warehouse under the following conditions:
1.4.1.2.1
You will have eight days to reschedule delivery or assembly, and after this period, www.letheshome.pt will consider that the customer wishes to cancel the delivery.
1.4.1.3
The costs of cancelling or rescheduling delivery will be those arising from stock retention (immobilization of stock at your order for the excess period), transport (return of products to the warehouse and new transfer for delivery), administrative processes (cancellation of transport guides and invoices issued and production of new transport and invoicing documents) and warehouse logistics (unloading of the car, storage in the warehouse, new preparation and new loading), with a minimum of €30.00 less than 30% of the order value.
1.4.2
Anomalies under the responsibility of www.letheshome.pt
1.4.2.1
www.letheshome.co.uk makes every effort to meet the delivery deadlines it agrees with its customers. In the event of unforeseen circumstances that result in failure to deliver the item on the date confirmed by www.letheshome.pt, the customer may choose to reschedule delivery for a new date or, alternatively, terminate the contract at no additional cost, and will be refunded all amounts delivered under the terms set out in 9.4.
1.4.2.2
The customer must check upon receipt whether the products delivered to them comply with their order and the agreed delivery conditions and whether they do not present manufacturing or transportation deficiencies.
1.4.2.2.1
If so, you must immediately make a note on the carrier's guide, in the space reserved for this purpose, or refuse receipt.
Returns and Refunds
1.1.1
www.letheshome.pt makes every effort to ensure that all the services we provide and all the products we sell are in perfect working order and in accordance with the technical characteristics we publish.
1.1.2
Across the thousands of products we handle and the many customers we serve daily, issues can occur. We undertake to resolve them quickly, within the legal framework and within our capabilities.
1.1.3
We thank you in advance for your understanding and remind you that for a faster resolution of your case, you should keep in mind the following simple procedures upon receipt:
1.1.3.1
Check that the external packaging does not present any anomalies (damaged, wet, torn box, etc.).
1.1.3.2
Open the packaging in the indicated areas (when possible) and keep it in good condition for a period of 48 hours.
1.1.3.3
Check that the products do not have visible defects from transportation or manufacturing.
1.1.3.4
Record all complaints in the Receipt Report.
1.1.4
The customer may also make a complaint about an anomaly by calling +351 258 350 113 (call to the national landline network) from Monday to Friday from 9:00 to 18:00, or by email to encomendas@letheshome.pt, or by registered letter to the address Vianatece Artesanato Tecelagem Lda, Zona Industrial do Neiva, 2ª Fase, 4935-232 Neiva, Portugal.
1.1.5
www.letheshome.pt may request that a technician assess the complaint, with the customer being available for this assessment within a reasonably short period of time and always within the warranty period.
Return acceptance conditions
1.2.1
The customer has the right to return purchased products whenever one of the following situations occurs:
1.2.1.1
The products delivered present manufacturing defects detected and communicated within the warranty period (see point 8 of the Terms and Conditions).
1.2.1.2
The products delivered present deficiencies caused by transportation to the assembly site, detected by the customer at the time of receipt or assembly.
1.2.1.3
The products delivered do not comply with the technical specifications indicated on www.letheshome.pt or do not reasonably serve the purposes indicated on www.letheshome.pt, with the customer being able to complain about these anomalies within a maximum period of 14 days from the date of receipt of the item.
1.2.1.4
Under the right of free resolution (article 10, no. 1 of DL 24/2014 of February 14), the customer may return the products without having to justify the reason for the return, as long as they express their intention by registered letter sent to the headquarters of Letheshome (Vianatece Artesanato Tecelagem Lda., Zona Industrial do Neiva, 2ª Fase, 4935-232 Neiva, Portugal) within 14 days of receiving the order. In this case, the return is considered the responsibility of the customer.
1.2.2
Product returns are made under the conditions indicated below:
1.2.2.1
The customer must request www.letheshome.pt to collect the item from the address where it was delivered.
1.2.2.2
In accordance with article 13, no. 2 of DL 24/2014 of 14 February, www.letheshome.pt will charge the cost corresponding to the collection services and possible disassembly of products returned under the conditions indicated in 1.3.
1.2.3
The customer agrees to keep the products they wish to return in the conditions in which they were delivered, with the original packaging in a reasonable state of conservation in order to allow their resale.
1.2.4
Returned products must contain all delivered accessories, including assembly manuals, hardware and tools included in the price.
1.2.5
In the case of an exchange, if the cost of the new order is higher, the user will have to pay the difference, attaching the payment of the remaining amount to the exchange request or doing so when collecting the new order.
Return charges
1.3.1
In the case of a return under the customer's responsibility under point 1.2.1.4, the customer accepts without any restriction that the products supplied in a “Kit” that require assembly, carried out by our technicians or by third parties, undergo wear and tear in this process that alters their initial supply characteristics.
1.3.1.1
These products may only be resold at a significant discount. In the event of a return at the customer's expense, the customer agrees that www.letheshome.pt will deduct from the refund an amount corresponding to the depreciation suffered by the item during the assembly process (25% of its new value).
1.3.2
In the event of a return that is the customer's responsibility, www.letheshome.co.uk will charge the shipping costs.
Refunds
1.4.1
Whenever refunds of amounts paid by the customer are required, www.letheshome.pt undertakes to make every effort to ensure that they are carried out as quickly as possible and within a period that never exceeds 30 days.
1.4.1.1
Within 14 days from the date on which www.letheshome.pt is informed of the decision to terminate the contract, www.letheshome.pt will reimburse the consumer for all payments received, including the costs of delivering the goods under the terms of paragraph 2 of article 13 of Decree-Law 24/2014 of 14 February (amended by Law no. 47/2014 of 28 July).
1.4.1.2
Refunds of payments will be made using the same payment method used by the customer in the initial transaction, unless expressly agreed otherwise and provided that the customer does not incur any costs as a result of the refund.
1.4.1.3
www.letheshome.pt is not obliged to reimburse additional delivery costs when the customer expressly requests a different and more expensive delivery method than the commonly accepted and less expensive method proposed by www.letheshome.pt.
1.4.1.4
Except in cases where www.letheshome.pt offers to collect the goods, withholding of the refund is only permitted until the items are received or until the consumer presents proof of return of the item.
1.4.1.5
When the item delivered to the customer's home at the time of the conclusion of a contract concluded outside the commercial establishment, cannot, due to its nature or size, be returned by post, it is the responsibility of www.letheshome.pt to collect the item and bear the respective cost.
1.4.1.6
Failure to comply with the reimbursement obligation within the period provided for in item 9.4.1.1 obliges www.letheshome.pt to return double, within 15 working days, the amounts paid by the customer, without prejudice to the customer's right to compensation for patrimonial and non-patrimonial damages.
