Refund policy
Returns, Withdrawal and Refunds Policy
This Returns, Withdrawal and Refunds Policy applies to purchases made through FLAMA's online store by consumers, without prejudice to the mandatory rights granted by Portuguese consumer protection legislation.
1. 30-day commercial return policy
FLAMA has a commercial return policy for certain items, within 30 days of receipt, with no return costs for the customer.
For the return to be accepted, the item must be returned:
- in good condition;
- without signs of use incompatible with a normal inspection of the nature, characteristics, and operation of the item;
- with all its components, accessories, and manuals, where applicable;
- in the original packaging;
- accompanied by the receipt, invoice, or other proof of purchase.
This commercial policy is an additional option granted by FLAMA and does not limit or replace the consumer's legal rights.
2. How to request a return
To request a return, you must contact FLAMA via the email address info@flama.pt, or use the form available in the Customer Area.
Returns must be sent to the following address:
3700-727 Cesar - Portugal
Upon receipt of the request, FLAMA will communicate the applicable instructions for the return process, including, where relevant, information about transport, collection, shipping labels, or other logistical procedures.
For operational reasons, we do not accept returns without a prior request made through any legally admissible and provable means.
Returned products will be inspected. If accepted, the refund will be made to the IBAN provided by the customer.
For any further questions, you can contact us via info@flama.pt or by telephone, on 808 250 178.
3. Items not eligible for return
FLAMA does not accept returns of the following items:
- goods made to the consumer's specifications or clearly personalized;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for reasons of health protection or hygiene, when opened after delivery;
- sealed audio or video recordings and sealed computer programs, when opened after delivery;
- newspapers, periodicals or magazines;
- hazardous materials, flammable liquids or gases;
- sale items;
- gift cards.
4. Legal right of withdrawal for online purchases
For contracts concluded at a distance, you have the right to withdraw from the contract freely, without having to give any reason, within 14 days from:
- the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the good; or
- in the case of orders consisting of several goods delivered separately, the day on which you, or a third party indicated by you, acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform FLAMA of your decision by means of an unequivocal statement, namely by using the withdrawal button, the withdrawal form, sending an email to info@flama.pt, or by any other means capable of providing proof.
5. Effects of withdrawal
In the event of a valid exercise of the right of withdrawal:
- must return the goods to FLAMA within a maximum period of 14 days from the date on which they communicated their decision to withdraw;
- FLAMA will refund all payments received, including the initial delivery costs corresponding to the standard delivery method offered;
- the refund will be made using the same payment method used for the initial transaction, unless expressly agreed otherwise and provided that the customer does not incur any costs as a result of the refund.
FLAMA may withhold the refund until it has received the returned goods or until the customer provides proof of dispatch, whichever occurs first.
6. Costs of returning goods in the event of withdrawal
Unless otherwise indicated during the purchase process or in a specific commercial campaign, the direct costs of returning the goods when exercising the right of withdrawal shall be borne by the customer.
7. Conditions for Returning the Goods in the event of withdrawal
7.1. In the event of exercising the right of withdrawal, the goods must be returned within the applicable statutory period and in a condition compatible with handling limited to what is necessary to verify their nature, characteristics, and operation, as would be permitted in a physical retail establishment.
7.2. The customer is responsible for any depreciation of the goods if the handling carried out exceeds what is necessary for the verification referred to in the preceding paragraph.
7.3. For the purpose of processing the withdrawal, sufficient details to identify the purchase must be provided, including the order number, invoice, receipt, or other suitable proof.
7.4. For the purpose of processing the refund, FLAMA may request proof of dispatch or return of the goods, as legally permitted.
7.5. The return must include all components, accessories, instruction manuals, and offers associated with the goods supplied.
7.6. The absence of original packaging, labels, or other accessories does not, in itself, result in the loss of the right of withdrawal, without prejudice to its relevance when assessing any depreciation of the goods or incompleteness of the return.
8. Goods excluded from the right of withdrawal
Under applicable legislation, the right of withdrawal may not apply, in particular, to the following goods:
- goods made to the customer's specifications or clearly personalized;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for reasons of health protection or hygiene, when opened after delivery;
- sealed audio or video recordings and sealed computer programs, when opened after delivery;
- newspapers, periodicals or magazines;
- other cases provided for by law.
The applicability of any exclusion will be assessed in accordance with the law and the specific nature of the product purchased.
9. Defective, damaged or non-conforming items
The customer must check the condition of the order upon receipt and inform FLAMA, without undue delay, of any defect, apparent damage or lack of conformity.
In the event of a lack of conformity that becomes apparent within the legally applicable period from delivery of the goods, the customer benefits from the rights provided for in the applicable legislation, namely repair of the goods, replacement of the goods and termination of the contract.
For defective or faulty products, you must report the problem, indicating the order number and a description of the malfunction.
We recommend consulting the Instruction Manual before contacting support.
When the lack of conformity becomes apparent within the first 30 days after delivery of the goods, the customer may request the immediate replacement of the goods or termination of the contract.
10. Costs in the event of lack of conformity
Whenever the return, collection, repair, replacement or termination of the contract results from a lack of conformity of the goods within the warranty period, the corresponding costs are borne by FLAMA, in accordance with the law, including transport, labour, materials and other expenses necessary to restore conformity.
For equipment outside the warranty period, collection costs are borne by the consumer. The items are assessed by the After-Sales Service, which may provide a repair estimate. Repairs begin only after the estimate has been paid.
You may also visit the Repair Centres.
11. Exchanges
Without prejudice to the consumer’s statutory rights in the event of lack of conformity, exchanges of items may be processed by returning the item originally purchased and making a new purchase, unless FLAMA indicates otherwise.
12. Refunds
Whenever a refund is due, FLAMA will issue it without undue delay and within the legally applicable deadlines.
In the event of withdrawal from a distance contract, the refund will be made within a maximum of 14 days from the date on which FLAMA is informed of the consumer’s decision to terminate the contract, without prejudice to the right to withhold the refund until the returned goods are received or proof of their dispatch is provided.
In the event of termination of the contract due to lack of conformity, the refund will be made under the terms provided for in the applicable legislation and using the same payment method used for the initial transaction, unless expressly agreed otherwise and at no cost to the customer.