Frequently Asked Questions
Purchases
How can I order online and receive my order at home?
It’s very easy. Simply register or log in (if you are already registered) on our website, add the desired item(s) to the shopping cart and complete your order. You must also define the delivery address and the desired payment method. Alternatively, you can choose to make your purchases without registering on the website, simply selecting the “Finalize order as a guest” option.
Do the prices of products found in the online store already include VAT?
VAT at the legal Portuguese rate in force is included in the prices mentioned.
Do I need to indicate the VAT number to place an order?
Yes, to place an order online, the introduction of a valid tax number is mandatory.
How do I know if a product I want to buy is in stock?
Through our website, you have access to all this information. Our website always tells you in real time whether the product is
available for immediate delivery (“Available”) or whether it is produced to order (“Upon request”). Our website automatically synchronizes all stock with the management system, keeping the information always up to date.
Is it possible to request a custom price?
Customers who wish to purchase a product under special conditions can request a quote directly on the website, clicking on “Contact”.
After analysing the request, Waterevolution will establish contact with the customer to clarify any doubts and prepare a commercial proposal, when appliable.
How can I know if my order was completed successfully?
When you successfully place an order, you will immediately and automatically receive a confirmation email. If you do not receive this email, it may mean that, for whatever reason, you have not completed your order.
You can also confirm this situation directly on the website, accessing your customer area.
How can I change or cancel an order?
If you want to change the shipping or billing address, add, remove/exchange an item, or even cancel an order, you can do so while the order is in the logistics process. However, if your order has already been shipped, none of this data can be changed.
To request changes or cancel an order, you must contact us via email at info@waterevolution.pt and indicate the order number.
Will Waterevolution send an invoice for my order?
Yes, we always send the invoice for your order. The invoice is placed on the outside of your order box, inside a transparent plastic envelope.
Before opening your order box, remove the invoice and keep it. It may be necessary for warranty purposes.
Payments and Pick-Ups
What payment methods are available at Waterevolution online store?
When making a purchase in our online store, you can pay by Credit Card, ATM Reference and Paypal.
For more information, see the “Payment Methods” page.
Can I pick up an order directly at Waterevolution warehouse?
Yes, you can pick up your order at the Waterevolution warehouse. Simply choose the option “Collection at the Waterevolution warehouse
(Zona Industrial Maia I)” in the Shipping Method.
I placed an order online and asked to pick it from Waterevolution warehouse. Within how many days I must collect it?
When your order is ready for collection, Waterevolution will send you a confirmation email. The Customer has 60 days to pick up their order, at no additional cost.
After this period, Waterevolution will store the product and charge the Customer the corresponding storage costs (0.35% of the order value x number of days overdue), payment for which must be settled when picking up the order.
If the order is not picked up within 365 days after the first pickup confirmation date, Waterevolution reserves the right to retain the ordered products and charge the Customer for the respective storage costs.
Shipping and Delivery
How long do orders take to reach their destination?
Orders for products available for immediate delivery, with confirmed payment, will be sent within a maximum period of 72 hours.
The delivery time varies according to the destination, customs and carrier conditions. For more information, see the “Shipping” page.
If I make an online purchase, do I pay shipping costs? If yes, what is the amount?
The shipping cost is calculated based on the weight of the order and the delivery address. To find out the shipping costs to be paid on your order, simply register or log in (if you are already registered) on our website and add the desired item(s) to the shopping cart. You must also inform the delivery address.
Before finalizing the order, our website will show you the total value with shipping costs applied and VAT, when due. For more information, see our “Shipping” page.
Can I request a specific time to receive my order?
Unfortunately, this is not possible. The courier company delivers the order depending on the type of service it provides in the delivery area in question and their availability.
What if I am not at home to receive the order?
If the Customer is not present when the order is delivered, the courier and/or Waterevolution will contact you to reschedule a
second delivery attempt, or collection at the office closest to the Customer's address.
Does Waterevolution send orders to countries other than Portugal?
For international orders, please contact us at info@waterevolution.pt.
After Sales
If I receive an item that is damaged or has problems, what should I do?
If this happens, you should immediately contact our Customer Care, rpvode image explaining what happened and follow the procedures indicated.
More information is available on the “Conditions of Sale” and “Warranty” pages.
How can I return a product for warranty?
See more details on the “Warranty” page and contact our Customer Care, available at info@waterevolution.pt.
I sent a product for warranty. How long will I be without it?
It depends on the stock availability of the product that will be sent for replacement. Our team will provide you with more information.
Does Waterevolution install items purchased online?
We do not have an installation service available.
I need a replacement part. Can Waterevolution help?
Please contact our Customer Care, available at info@waterevolution.pt, indicating the product reference, problem encountered and replacement part required.
What maintenance care should I take with the products?
Further instructions on cleaning, maintenance and care recommendations are described on the “Warranty” page.
If you have any questions, please contact our Customer Care, available at info@waterevolution.pt.