Customer Service

Opening Hours

Casa Favais, Lda. has the following opening hours :
Monday to Friday = 9am to 12:30 p.m. and 2:00 p.m. to :00 p.m
Saturday = 9am - 1pm


Casa Favais, Lda. Close on national and bank holiday days.
Payment

Bank transfer
Account holder: Casa Favais, Lda.
IBAN CODE: PT50 0079 0000 4870 5934 1021 2
Adress Bank: Banco BIC
SWIFT: BPNPPTPL

Delivery and Reception of orders

The product is sent, within a maximum period of 48 hours counted from the day following the confirmation of payment of the order.
Orders are not sent on Saturdays, Sundays and Holidays.
The deliveries shall be made by a carrier. The delivery time will depend on the company that performs the service, therefore, we are not responsible for any delay verified.
All products are usually in stock for immediate delivery. If, for any unforeseen reason, the product is not available, Casa Favais will notify and reimburse the Customer of the amounts he may have paid, within a maximum period of 30 days from the date of knowledge of said unavailability.
We alert you to the necessity of strict compliance with the following instructions, failing which you will not accept your complaints due to problems in the delivery of your orders.
On the basis of Decree-Law no. 239/2003 of 4 October 2003, which establishes the legal regime for the national road haulage contract, we inform that the consignee is responsible for making reservations on the carrier's receipt book at the time of delivery and acceptance of the goods, in case of any of the following anomalies:
- Volumes open, ripped or violated;
- Failure to deliver all the volumes indicated on the invoices or invoices;
- Closed volumes with tape other than Casa Favais marking;
- Other anomalies that they deem relevant.
In the absence of reservations, Article 12 (4) of the abovementioned Decree is taken as follows: "If the consignee receives the goods without verifying the status of the goods in contradiction with the carrier, or without formulating the reservations to which the numbers refer above, it shall be presumed, unless proof to the contrary, that the goods were in good condition.
Thus, only the strict compliance with said instructions, with the reservation made in the guide and the immediate communication to Casa Favais, Lda., Is that it becomes possible to ascertain responsibilities with the carrier that performed the service.

Shipping costs

All our sales are subject to shipping charges, except under the following conditions:

- Continental Portugal - Free shipping for purchases over € 80.

- Azores and Madeira Islands - Free shipping for purchases over € 200.

- Spain Peninsular - Free shipping for orders over € 110.

In case the freights are free, it is the responsibility of Casa Favais to choose the service and / or carrier.

Correio Verde

Correio Verde is a shipping service of CTT Portugal, not registered, and Casa Favais can not be held liable for lost or lost order.
- Being a typology of shipping cheaper, the standard of delivery to Continental Portugal is from 24 to 48 hours
- We only advise this method of delivery for low value orders.

Devolution

The Customer may terminate the contract without any justification or payment of any compensation within 14 days of receipt of the order. In this case, the Customer must preserve the product or products in order to be able to return them to Casa Favais under proper conditions of use, within 14 days of receipt. It is imperative that you return the product with everything that comes with it, including the invoice and packaging intact.
Casa Favais will reimburse the amounts paid for the ordered products, in the case of exercise of the right of free resolution by the Customer, within 30 days counted from the date of receipt of the return, with no expenses for the latter, except those resulting from the shipping and return of goods that will not be reimbursed by Casa Favais.
The Client may communicate his choice for the exercise of the right of free resolution either through the email address info@casafavais.com or in writing sent by post to the address Avenida Infante D. Henrique, n.º 308, 4480-670 Vila of the Count.
The Client may submit his complaints through the email address info@casafavais.com, or in writing sent by post to the address Avenida Infante D. Henrique, no. 308, 4480-670 Vila do Conde.

Warranty

POST-SALE AND MANUFACTURER'S GUARANTEE ASSISTANCE:
All equipment is covered by the Manufacturer Warranty, 2 Years, guaranteed by the respective brands.
In the case of defective products, you must communicate the same, informing the number of your order and the description of the malfunction:
- by E-mail: info@casafavais.com
- by Post: Casa Favais, Av. Infante D. Henrique, nº 308, 4480-670 Vila do Conde
- by telephone: 252 621 799
Costs for returning or collecting items within the warranty period will be borne by the customer.

Sale to countries outside the European Union
We note that purchases made to countries outside the European Union may be covered by customs duties and expenses to be paid at destination.
 
Conflict management
 

 

 

 

 

Management of Disputes
In the case of online consumer litigation, the consumer may use an online dispute resolution (RLL) system, the online dispute resolution (ODR) Platform, which has the power to resolve disputes regarding the resulting contractual obligations of sales contracts or online services.

Access the Electronic Dispute Resolution Platform in online sales or service contracts.

For Complaints and Complaints - info@casafavais.com

More information on Portal do Consumidor www.consumidor.pt

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