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General Terms and Conditions of Sale and Use

GENERAL TERMS AND CONDITIONS OF SALE AND USE CELICERCA ONLINE STORE

These Terms and Conditions govern the use of the Celicerca online store and purchases made through the website, in accordance with applicable Portuguese legislation, namely Decree-Law No. 24/2014, Decree-Law No. 84/2021, Law No. 24/96, Law No. 144/2015 and the General Data Protection Regulation (GDPR).

I. Deliveries and Returns

  1. Orders are dispatched and delivered, as a rule, within an estimated period of 8 to 12 working days, counted from payment confirmation, without prejudice to possible delays attributable to the carrier or due to force majeure.
  2. Shipping costs are always the responsibility of the customer, unless expressly stated otherwise or under a promotional campaign announced by the company.
  3. Whenever the customer places several separate orders, even if made on the same day, shipping costs will be charged individually for each order, as they constitute independent shipments.

II. Shipping Costs and Methods

  1. The company uses specialized and reputable carriers to ensure that orders are delivered safely and with quality standards.
  2. All shipments are accompanied by a tracking number, which will be sent to the customer by email after the order has been dispatched.
  3. Large or heavy items may be shipped on pallets and transported by heavy goods vehicles (semi-trailers). In such cases, the customer must ensure that the delivery location has adequate conditions for unloading the goods, including the necessary technical and human resources when required. Failure to provide such conditions may result in additional costs or the need to reschedule delivery, which shall be borne by the customer.
  4. The shipping cost will be automatically calculated at checkout based on the destination and weight of the products.

III. Order Processing

1. Orders are processed only on working days.

2. Orders confirmed by 3:00 PM are generally processed on the same working day. Orders placed after that time, as well as on weekends or public holidays, will be processed on the following working day.

3. If the postal code of the delivery address is not covered by the distribution area, the customer must contact customer support by telephone at 249 095 284 or by email at geral@celicerca.com to assess the feasibility and conditions of delivery.

IV. Right of Withdrawal (Returns)

1. Under the terms of Decree-Law No. 24/2014 of 14 February, the consumer has a period of 14 days from the date of receipt of the order to exercise the right of withdrawal from the contract without having to provide any reason.

2. A return request may be submitted through the website or by contacting customer support.

3. After receiving and verifying the condition of the returned item, the customer may choose one of the following refund methods:

  1. Refund of the amount paid, by bank transfer, for which the relevant IBAN must be provided;
  2. Issue of a shopping voucher equivalent to the refund amount, redeemable in CELICERCA physical stores or in the online store, valid for 6 months from the date of issue.

6. The returned item must be in the same condition in which it was received, without signs of use beyond those necessary to verify its nature, characteristics and functioning. Whenever possible, it should be returned in its original packaging and accompanied by all accessories and documentation.

7. If the right of withdrawal is exercised in accordance with legal requirements, the refund will be made within a maximum period of 14 days after receipt of the withdrawal notice. Under the law, the refund may be withheld until the returned goods are received or proof of return shipment is provided, whichever occurs first. Direct return shipping costs shall be borne by the consumer unless CELICERCA expressly agrees to bear such costs or the item presents a defect or lack of conformity attributable to the seller.

V. Complaints Book

The Complaints Book available to our customers can be found at our store located at Zona Industrial de Vilar dos Prazeres, Rua da Indústria, Caneiro, 2490-742 Ourém, or through the Online Complaints Book portal.

VI. Payments

1. Celicerca provides secure and reliable payment methods, ensuring a simple, fast and protected shopping experience.

  1. Bank Transfer.

3. Celicerca adopts appropriate technical and organizational measures to ensure the security of transactions carried out through the online store.

4. No banking data or information relating to payment methods is stored in our systems, and such data is processed securely and in compliance with applicable legislation.

VII. Invoicing

1. After payment confirmation, the corresponding invoice will be automatically issued and sent to the email address provided by the customer.

2. If the customer wishes the invoice to include a Tax Identification Number (TIN), it must be correctly entered during the purchase process. Once the invoice has been issued, amendments may only be made where legally permitted.

3. Orders paid by bank transfer will remain reserved for a maximum period of 48 hours after the order is completed.

4. If payment is not received or confirmed within this period, the order will be automatically cancelled without prior notice.

5. For any additional clarification regarding payments or invoicing, the customer may contact Celicerca through the contact form available on the website or by email at geral@celicerca.com.

VIII. Terms and Conditions of Use

1. These Terms and Conditions govern access to, navigation of and use of the Online Store www.celicerca.pt, as well as the purchase of products sold therein.

2. The Online Store is owned by Celicerca, headquartered at Zona Industrial de Vilar dos Prazeres, Rua da Indústria, Caneiro, 2490-742 Ourém, legal entity number 510 045 774, registered at the Commercial Registry Office of Ourém.

3. By accessing, browsing or making purchases through the Online Store, the user declares that they have read, understood and fully accepted these Terms and Conditions, as well as the Privacy Policy and the Cookies Policy.

4. Use of the Online Store grants the user the status of Customer and implies full and unconditional acceptance of these Terms and Conditions, as well as the Privacy Policy and other applicable policies, in force at the time of use.

5. If the user does not agree, wholly or partially, with any of the provisions herein, they must refrain from using the Online Store or placing any order.

6. Celicerca reserves the right to amend, update or modify these Terms and Conditions at any time and without prior notice. Changes will be published on the website and shall take effect from the date of publication.

7. It is the Customer's responsibility to periodically review the Terms and Conditions in force.

8. The Customer undertakes to provide complete, truthful, accurate and up-to-date information during the registration or ordering process.

9. The Customer is solely responsible for any false, inaccurate or outdated information provided, as well as for any damages arising therefrom to Celicerca or third parties.

10. Whenever changes occur to the information provided, the Customer undertakes to update it accordingly.

11. Celicerca acts as the data controller of its Customers' personal data, processing it in accordance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation - GDPR), Law No. 58/2019 of 8 August, and other applicable national and European legislation.

12. Personal data is processed solely for the purposes set out in the Privacy Policy, namely for order management, execution of purchase agreements, compliance with legal obligations and customer support.

13. For more information about the processing of personal data, the Customer should consult the Privacy Policy available on the website.

14. Celicerca implements appropriate technical and organizational measures to protect the security, confidentiality and integrity of processed data.

15. However, given the nature of the Internet and public communication networks, Celicerca cannot guarantee that electronic data transmissions are completely immune to failures, interruptions, unauthorized access or other situations beyond its reasonable control.

16. Therefore, Celicerca shall not be liable for damages resulting from technical failures, cyberattacks, viruses, service interruptions or other events not directly attributable to it.

17. Use of the Online Store must comply with applicable legislation, these Terms and Conditions and the principles of good faith.

18. The Customer is expressly prohibited from:

  • using the Online Store for illegal or fraudulent purposes;
  • introducing viruses, malware or any other malicious code;
  • attempting to gain unauthorized access to Celicerca's information systems;
  • carrying out any actions that may compromise the operation, availability or security of the Online Store.

19. In the event of non-compliance with these Terms and Conditions, Celicerca reserves the right to immediately suspend or cancel the Customer's access to the Online Store, without prejudice to exercising any other rights and legal actions available under applicable law.

20. The conclusion of contracts through the Online Store is exclusively intended for persons with legal capacity to enter into contracts.

21. By placing an order, the Customer declares and guarantees that:

  • they are 18 years of age or older, or otherwise have sufficient legal capacity to enter into contracts;
  • they are acting on their own behalf or have the necessary authority to validly represent the entity on whose behalf they are contracting;
  • all information provided is true and complete.

22. Celicerca reserves the right to refuse or cancel orders where there is evidence of fraudulent use of the Online Store, provision of false information, or non-compliance with these Terms and Conditions.

IX - Online Purchase Procedure

IX - Online Purchase Procedure

1. The Customer may select the products they wish to purchase by adding them to the shopping cart.

2. All prices displayed are expressed in euros (€) and include VAT at the legal rate in force, unless expressly stated otherwise.

3. The Customer acknowledges and accepts that:

  1. The photographs and images of the products available in the Online Store are for illustrative purposes only and are intended solely to facilitate product identification. Minor differences may exist between the images and the product actually delivered.
  2. Before placing an order, the Customer should carefully review the description and essential characteristics of each product. In case of doubt, the Customer may contact Customer Support for additional clarification.
  3. Celicerca shall make all reasonable efforts to ensure that the information provided on the website is accurate, up to date and complete, without prejudice to the occurrence of typographical or technical errors, which may be corrected at any time.
  4. The price indicated for each product corresponds to the total amount payable by the Customer, without prejudice to any applicable transport costs, which will be presented before the order is confirmed.

8. To complete the purchase, the Customer must provide the information necessary for order processing, namely:

  1. Full name or company name;
  2. Tax Identification Number (TIN/VAT Number);
  3. Billing address;
  4. Delivery address (if different);
  5. Email address;
  6. Telephone number.

15. The Customer is responsible for the accuracy and updating of the information provided.

16. Before final submission of the order, the Customer will be presented with a summary including, namely:

  1. The selected products;
  2. The respective quantities;
  3. The total order price;
  4. Transport costs, where applicable;
  5. Billing and delivery details;
  6. The chosen payment method.

23. The Customer should carefully review all information contained in the order summary and may correct any errors before confirming the order.

24. Upon completion of the order, Celicerca will send an acknowledgement of receipt to the email address provided by the Customer.

25. Receipt of this communication does not in itself constitute final acceptance of the order, which shall only be deemed completed after confirmation of product availability and subsequent dispatch or collection availability.

26. Where advance payment is not required, payment shall be made at the time of delivery or collection using the payment methods made available by Celicerca.

27. The invoice shall be issued in accordance with applicable tax legislation and delivered in physical or electronic format.

28. The Customer may choose to collect the order free of charge from Celicerca's premises located at: Rua da Indústria, Zona Industrial de Vilar dos Prazeres, 2490-742 Ourém.

29. Upon delivery, the Customer must verify the quantity, integrity and apparent condition of the products.

30. Any anomalies, damage or non-conformities detected must be reported immediately to Celicerca.

31. Celicerca delivers to countries within the European Union, in areas covered by its transport services.

32. Delivery times indicated are estimates only and may be subject to change for reasons beyond Celicerca's control, namely logistical reasons or force majeure.

33. Should any product become unavailable after the order has been placed, Celicerca will inform the Customer as soon as possible and, in any event, within a maximum period of 30 days, and may:

  • propose a new delivery date;
  • propose an equivalent product, subject to the Customer's agreement;
  • provide a full refund of the amounts paid if the order cannot be fulfilled.

34. The Customer undertakes to ensure the presence of a person authorized to receive the order at the indicated address.

35. Whenever delivery cannot be completed for reasons attributable to the Customer, the costs of a new delivery attempt may be charged.

36. Upon receipt of the order, whether collected in-store or delivered to the Customer's address, the Customer shall verify:

  • the quantity of items;
  • the condition of the packaging;
  • the existence of visible damage;
  • the conformity of the products with the order placed.

37. Any irregularity should be reported to Celicerca as soon as possible, preferably on the day of delivery, through Customer Support:

Telephone: +351 249 095 284
Opening Hours: Monday to Friday, from 08:30 to 12:30 and from 14:00 to 18:00.

38. Under the terms of Decree-Law No. 24/2014 of 14 February, as amended, the consumer has the right to withdraw from the contract without giving any reason within a period of 14 days from the date of receipt of the products.

39. To exercise this right, the Customer must communicate their decision through an unequivocal statement addressed to Celicerca.

40. The products must be returned within a maximum period of 14 days after communicating the withdrawal.

41. Unless the return results from a Celicerca error or a lack of product conformity, the direct costs of returning the goods shall be borne by the Customer, in accordance with the law.

42. The refund shall be made within the legal period of 14 days, although Celicerca may withhold the refund until the goods have been received back or proof of their return shipment has been provided, whichever occurs first.

43. Without prejudice to the right of withdrawal and the rights granted under the legal conformity warranty, the Customer may request an exchange or return of products in the situations provided for by law.

44. Where the return results from a defect, lack of conformity or an error attributable to Celicerca, all transport costs shall be borne by Celicerca.

45. In all other cases, return costs shall be borne by the Customer.

46. Any complaint may be submitted through Customer Support, in writing or through the contact channels provided on the website.

47. Celicerca also provides an Electronic Complaints Book, accessible through the official portal: https://www.livroreclamacoes.pt

48. These Terms and Conditions shall be governed by Portuguese law.

49. In the event of a consumer dispute, the Customer may resort to an Alternative Consumer Dispute Resolution Entity (ADR).