Returns policy
Physical store
RETURNS
Chatron, Lda will only accept returns when expressly confirmed by its Logistics Department, in which case the goods to be returned must be sent free of charge, received in perfect condition, with the original packaging, complete and in good condition, including all accessories and manuals inherent to the equipment and be accompanied by the respective Return Note, indicating the number of the invoice(s) to which it refers.
CLAIMS
Any and all claims relating to the cargo must be made at the time of delivery and in the presence of the driver. We emphasize that it is the responsibility of the recipient to carry out a careful and conscientious check of the condition of the cargo, in order to determine if it is in compliance and free from any damage or non-compliance. If this verification is not carried out and the Customer does not submit his claim upon delivery, it must be assumed, under the terms of the applicable legislation, that the cargo received is in compliance with the shipping declaration.
If any damage to the goods or a defect in the packaging is identified - if we are faced with apparent damage - it is up to the recipient to formulate, at the time of delivery, the appropriate reservations.
These reservations must be duly recorded on the delivery document, in sufficient detail.
Please note that missing goods will always be considered apparent damage.
Reservations on the delivery document will only be accepted if they have the following characteristics:
- Identification of the reference and quantity of each damaged and/or missing goods;
- Apparent state or condition of the goods.
It is important to remember that incompletely or generically registered reservations will not be considered valid when they only mention:
- Indication of subject to verification and/or control;
In the event that the aforementioned damages are not apparent, the recipient has 8 (eight) days from the date of acceptance of the goods to formulate duly substantiated written reservations and to communicate them.
Complaints must always be addressed in writing, preferably by email, and addressed to geral@chatron.pt
Only complaints addressed in writing will be accepted and considered in compliance for the purposes of applying the rules relating to complaints, especially the legal deadlines stipulated for the presentation, form and content of written complaints.
The claim must contain a succinct, albeit detailed, statement of the events and reasons for its existence, as well as, if possible, photos of the damaged goods and photos from all angles of the packaging upon delivery of the goods.
ONLINE STORE
Returns
In the case of purchase through the online store: The deadline for requesting a return is 14 days from the date of receipt of the product at the place of delivery.
The deadline for requesting a return/cancellation is 14 days from the date of receipt of the product at the place of delivery.
Any and all requests for return/cancellation of purchases made online must be made through our customer support service, via phone or email.
You will then be informed on how to send the product to our distribution center.
Any exchange or return of products purchased in the online store can also be made in our store as long as you inform us in advance of your intention through our customer service. In the event of an exchange, if the desired product is not available at the time of request, we will cancel the order, with a refund/refund of payment.
Before any procedure, the exchange or return of any product must be informed to our Customer Support Service, via phone or email.
Exchanges and returns are only allowed for products purchased in the online store www.chatron.pt, therefore, the exchange of products purchased in physical stores is not allowed.
All shipping costs for exchanges or returns of the item are the responsibility of the customer.
All expenses related to customs fees or customs taxes are the sole responsibility of the customer. We are not responsible for any customs or other expenses not directly attributable that may arise in the event of exchanges or returns from customers residing in countries outside the EU.
Customer services
Telephone: (+351) 256472888
Email: geral@chatron.pt