1.1.1
www.letheshome.pt makes every effort within its reach 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
Anomalies may occur in the thousands of products we handle and the many customers we serve on a daily basis. We undertake to resolve them quickly, within the legal framework and our possibilities.

1.1.3
We would like to thank you in advance for your understanding and would like to remind you that for a faster resolution of your case, you should take into account the following simple procedures upon receipt:

1.1.3.1
Check that the outer packaging does not show any anomalies (damaged, wet, torn box, etc.).

1.1.3.2
Open the packaging in the indicated areas (when possible) and keep them 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
Note all complaints in the Reception Report.

1.1.4
The customer may also make a complaint about an anomaly by calling +351 258 350 113 (calling 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 the products purchased 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 14 February), the customer may return the products without having to justify the reason for the return, as long as he/she expresses his/her 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 after 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 ask 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 he/she wishes to return in the conditions in which they were delivered, with the original packaging in a reasonable state of conservation so as to allow their resale.

1.2.4
Returned products must contain all accessories delivered, 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 for the remaining amount to the exchange request or making it when collecting the new order.

Return charges

1.3.1
In the event of a return for which the customer is responsible under point 1.2.1.4, the customer accepts without any restriction that the products supplied in “Kits” 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 with a significant discount. In the event of a return for which the customer is responsible, the customer accepts 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.pt 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 made 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 refund 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, the refund may only be withheld until the items are received or until the consumer presents proof of the 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 www.letheshome.pt's responsibility 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 paragraph 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.