Right to Cancel:

Our Return Policy is part and should be read in conjunction with the Terms and Conditions of Sale.

Please take the time to read them, as they explain your rights as well as your obligations as a customer.

The user can and has the right to cancel an order (if it has not yet been shipped) as well as to return any item purchased online without having to justify.

You have the right to cancel this contract within 14 days without giving a reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post).

Please ensure that the items are in good condition, with no signs of use, with the respective labels and accompanied by the purchase invoice (original or copy).

All products will be checked as soon as they arrive at our services, and only those who respect the required conditions will be accepted for return.

Modalities of return:

If you decide to return the items to our facilities by post:

. The product must be accompanied by a signed document stating your name, address and your express wish to terminate the contractual terms (ex. “I hereby express my wish to cancel the contract with ...);

. You must also send a copy or original of the invoice;

. To the following address - Motivo Genial Lda, Estrada do Taveiro, Nº 24 B, 2475-041 Benedita.

In this modality of free contract termination, the customer will have to bear the costs of returning the goods in full;

If you decide to exchange the products on one of our physical stores, there will be no additional cost:

. Carpel in Rua Heróis da Grande Guerra, store nº 28, 2500-216 Caldas da Rainha;

. Carpel in Rua dos Machados, 2R/C loja B, 2475-118 Benedita

Please note that in our physical stores we do not accept the return of online purchased items, we only accept their exchange.

If you still have questions, contact us at our Customer Support.

Reimbursement:

When a reimburse is due, Carpelshoponline will proceed as follows:

The stipulated deadline for the reimbursement is 14 days, after receiving the product at our facilities and confirming its conformity. The payment method used will be the same as the used in the initial transaction.

Reimbursements will be made according to the amount paid by the customer (for example, in the case of the purchase of an item at sales, or a sporadic promotion and at a reduced price, the customer will be reimbursed for the amount charged at the time of purchase).

And if I don’t receive my order:

If after 5 days on the confirmation of the shipment you didn’t receive your product, we are very sorry and we want to solve your situation as soon as possible.

Please inform our Customer Support that you did not receive the ordered item, so that we can solve the anomaly.

In which situations the return is free of charge:

Upon receiving your order, you must check the products and their conformity.

If your product has any defect or anomaly, has been damaged in transport, does not correspond to what you ordered, or if there is any type of error on our part, you should contact our (Customer Service), preferably within 24 hours of receiving the order.

After checking the situation, you will be given clarifications on how to proceed, and the return will be made covering all transport costs.

Complaints:

If you are not satisfied with the way we handled your situation, we want you to know that we are sorry and we aim is to solve any problem that you may have in an easy, fast and efficient way.

Because we believe there is always room for improvement, let us know!!