GENERAL INFORMATION
The deadline for requesting an exchange or return is 14 days, from the date of receipt of the product at the delivery location.
Requests for exchange or return of purchases made online, in the event of not choosing a shipping method that contains a return label, must be communicated to our Customer Service Department by email at online@grupojorgeoculista.pt.
You will then be informed of how to proceed with sending the product to our Distribution Center.
Any exchange or return of products purchased in the online store can also be made in any of the INDI stores as long as you inform us in advance of your intention through our Customer Service .
In case of exchange, if the desired product is not available at the time of your request, we will cancel the order and refund the payment.
Exchanges and returns are only permitted for products purchased from the online store indiforkids.pt , and therefore, exchanges of products purchased in physical stores are not permitted.
Shipping costs for exchanges or returns of the item are FREE to Portugal, for purchases over €100. However, for international sales, shipping and return costs are the responsibility of the customer, so shipping costs will not be considered in the refund.
All expenses relating to customs fees or customs taxes are the sole responsibility of the customer.
INDI is not responsible for any customs or other expenses not directly attributable that may arise in the event of exchanges or returns from customers residing in countries outside the EU.
* Customer Service
- Telephone: (+351) 913481220
- Email: info@indiforkids.pt
- Chat
IMPORTANT TIPS
- The customer must pay attention to the product description and technical specifications;
- It is important to keep the invoice/receipt received at the time of delivery of the purchased items and the transactional emails of the purchase as a guarantee;
- The original packaging of the purchased product, as well as the warranty and accessories that accompany it must be kept in good condition. In case of exchange or return, these items will be evaluated;
- Whoever receives the purchase must always check the items in the order and on the invoice/receipt upon delivery;
- There must be someone at the delivery location. If the buyer is not available, they must inform the person responsible how to proceed. Delivery may be made to third parties, such as doormen or relatives;
- After the positive check, the signature in full of the person responsible for receipt and ID number will be required on the receipt stub;
- indiforkids.pt is responsible for the quality of the products throughout the entire journey, while transported to their destination;
- Once the delivery has been recorded, responsibility for the integrity of the product immediately passes to the person who received it.
RETURN DUE TO REGRET
To make a return in case of regret or withdrawal, the customer has 14 days (calendar) after receiving the product at the delivery location to do so by giving prior notice through our Customer Service .
The returned product must be in its original packaging and accessories, in perfect condition and presented together with the purchase invoice. We reserve the right to refuse the return and return the product to the customer if any of the items do not meet the standards stated.
If the product is in perfect condition, the amount will be fully refunded after receipt and analysis of the product at our Distribution Center.
Shipping costs are FREE to Portugal for purchases over €100. For sales outside the country, shipping costs are the responsibility of the customer.
All expenses relating to customs fees or customs taxes are the sole responsibility of the customer.
INDI is not responsible for any customs or other expenses not directly attributable that may arise in the event of exchanges or returns from customers residing in countries outside the EU.
DEFECTIVE PRODUCT
All our products have a 2-year warranty against manufacturing defects, in accordance with the Consumer Protection Code, upon presentation of the purchase document, and the product being in its original packaging and without signs of misuse.
The returned product will undergo an analysis and, if a manufacturing defect is found, a new product, identical or similar to the one purchased, will be sent to the customer. In this case, the shipping cost will be our responsibility.
We reserve the right to refuse the return and return the product to the customer if any of the items do not meet the standards stated. In this case, the shipping cost will be the customer's responsibility.
PRODUCT ASSISTANCE
Any and all assistance for products purchased at indiforkids.pt can be provided at any of the INDI stores.
If you are unable to visit one of our physical stores, you can request product assistance through our Customer Service Department . You will then be informed of how to proceed with the product delivery.
EXCHANGE FOR SIZE OR COLOR OF THE SAME PRODUCT
To exchange a product for another color or size, please contact our Customer Service . The deadline for sending the new product is up to 14 business days after the item has been received and analyzed by our logistics department, upon receipt of the original purchase document, provided that the product and packaging are in perfect condition.
All shipping costs for exchanges or returns of the item are FREE to Portugal, for purchases over €100. For sales outside the country, shipping costs are the responsibility of the customer.
EXCHANGE FOR ANOTHER PRODUCT
To exchange a product for another color or size, contact our Customer Service within a maximum period of 14 calendar days after receiving the product.
If there is a difference in value between the product received and the new product, the return procedure will be opened, and after the product is returned and the analysis is approved by our logistics department, the difference will be refunded.
The previous product must be sent, upon presentation of the original document and be, as well as its packaging, in perfect condition. After the product has been analyzed at our Distribution Center, the refund procedure will begin.
We reserve the right to refuse the return and return the product to the customer if any of the items do not meet the standards stated. In this case, shipping costs will be borne by the customer.
All shipping costs for exchanges or returns of the item are FREE for Portugal on purchases over €100. For sales outside the country, shipping costs are the responsibility of the customer.
All expenses relating to customs fees or customs taxes are the sole responsibility of the customer.
