According to the applicable rules regarding the consumer's right of free termination of the contract, you have the legal right, as a customer, to terminate the contract within 14 days of its conclusion, without giving any reason for doing so.
The cancellation period will expire 14 days after the day you (or a third party – other than the carrier – designated by you) physically acquire the ordered items
To exercise your right to freely terminate the contract, you must contact us via email at geral@3vicentes.pt or geral@to-bcustom.com ( www.to-bcustom.com ), or through our contact form. Any other form of contact (examples: social networks such as Instagram and/or Facebook) will not be viable methods of contact, under penalty of not being able to exercise your right of contract termination, since, due to the high volume of messages and notifications received daily, we are unable to respond within the indicated timeframe for termination purposes.
To comply with the contract cancellation period, simply send your communication regarding your exercise of the right of cancellation before the contract cancellation period expires.
Exceptions to exercising the right to terminate the contract.
The following situations are not covered by the consumer's right to freely terminate the contract:
- If the purchased product was made according to the consumer's specifications (customized), in accordance with Decree-Law No. 24/2014 of February 14, cancellations, returns or exchanges are not permitted.
Effects of contract termination
By exercising your right to freely terminate the contract, we will reimburse the amount paid for the items, including only the delivery costs from our premises to the indicated address, without undue delay and provided that it does not exceed 14 days from the day you received your order. The delivery costs from the indicated address to our premises will be the responsibility of the customer, and 3 Vicentes, lda (www.to-bcustom.com) will not be liable for the payment of any amount beyond those indicated above (returned products and shipping costs from our premises to the indicated address).
We will process the refund using the original payment method, except for payments made via bank slip (boleto bancário), in which case the refund will be made via bank transfer. If any of the original payment methods are unable to process the refund, we reserve the right to proceed with the refund through another payment method, such as bank transfer. Under no circumstances will you be charged any fees related to the aforementioned refund.
The return
The return of items must be made through a carrier that must be previously approved by 3 Vicentes, lda (www.to-bcustom.com)
After delivery of your order, if you have chosen to return it via a carrier of your choice and not via 3 Vicentes, lda (www.to-bcustom.com), we cannot assume responsibility for the return packaging when it relates to causes that are not the responsibility of 3 Vicentes, lda (www.to-bcustom.com).
Similarly, as a customer, you are responsible for the contents of the return package when choosing one of the return methods offered by 3 Vicentes, lda (www.to-bcustom.com). In the event of an error in the contents of the return package not attributable to 3 Vicentes, lda (www.to-bcustom.com) (e.g., missing items), we reserve the right to charge the customer for the associated return costs, if applicable.
If you have any questions, please contact us through our form or our email: geral@3vicentes.pt or geral@to-bcustom.com (www.to-bcustom.com).
Exchanges and returns of defective items
If you find any defects in the item, it is important that you contact us before making any returns. We will ensure the product is collected and a replacement is sent at no additional cost to you.
We do not accept returns of items that have been used.
We do not accept returns of items damaged due to misuse.
In cases where the customer considers that, at the time of delivery, the ordered item does not conform to the provisions of the contract, the customer must contact us within the legally established maximum period of 14 days via email at geral@3vicentes.pt or geral@to-bcustom.com (www.to-bcustom.com), or through our contact form, indicating the details of the item as well as the damage suffered. After this contact, we will indicate what the customer should do.
The customer may return the item by handing it over to a carrier that must always be approved by 3 Vicentes, Lda (www.to-bcustom.com). Amounts paid for products returned due to any damage or defects will be fully refunded, including delivery costs for sending the item and the costs incurred by the customer in returning it.
According to the established law, instead of canceling the contract (and consequently returning the item and receiving a refund), the customer may also choose to replace the item (subject to stock availability).
After the defective item arrives at our facilities, the refund will be processed within a maximum of 3 business days after we receive the item(s) in our showroom.
The refund will be made using the same payment method used for the purchase, except for payments made via bank slip, in which case the refund will be made via bank transfer. If any impediment to the refund through the original payment methods is encountered, we reserve the right to proceed with the refund through another payment method, such as bank transfer. Under no circumstances will the customer pay any fees related to the aforementioned refund.
If you have received any incorrect or defective items due to an error on our part, please contact us via email at geral@3vicentes.pt or geral@to-bcustom.com (www.to-bcustom.com).
Variations from the norm that should not be considered defects.
The colors shown may vary slightly in tone, and these variations are not considered defects. 3 Vicentes, Lda (www.to-bcustom.com) selects only quality materials, but these characteristics are unavoidable and should be accepted as part of the individual appearance of the item in question.