Refund policy

WE – WATER, LDA, with registered office in Maia, legal entity no. 515 991 678, which is also its registration number at the Vila do Conde Commercial Registry Office with share capital of €10,000, owner of the brand “Waterevolution”, under which it is dedicated to the marketing and sales of taps, furniture, hardware and accessories, among others, hereinafter referred to as “Waterevolution”, wants to offer the best purchasing experience to its Customers.

When purchasing an item in our online store, the Customer may, within the following 14 calendar days, return or exchange an item, if it has not met their expectations, except for exceptions described in point 3 (“Items not accepted for Returns/Exchanges”), below.

Before making a purchase, keep in mind that, regarding the Resolution of Contracts (Returns), there are elements in Portuguese Law that differentiate a distance purchase (by telephone or internet, with delivery to the address via courier) from a purchase carried out or picked up directly in a commercial space, for example at Waterevolution warehouse.

1. Returns for distance purchases (WATEREVOLUTION.PT)

For distance purchases (online and to be received at the address via courier), Portuguese Law establishes a period of 14 days for the consumer, commonly known as the “reflection period”, after taking physical possession of the goods, during which they can return the items without the need to indicate a reason.

In cases of free Contract Resolution, shipping and return costs are the responsibility of the consumer, as stipulated in paragraph no. 2 of article 13 of Decree-Law no. 24/2014, of February 14.

The 14-day period mentioned in the previous paragraph starts from the day when the Customer or a third party, indicated by the Customer, except for the carrier indicated by Waterevolution, acquires physical possession of the goods, which will always be determined with the signature, by the Customer or third party, affixed to the order receipt note provided by the carrier.

Note: To collect orders directly from the warehouse resulting from purchases previously made through the online store, the legislation governing the sale of consumer goods and the guarantees relating thereto will be applied – DL nº 67/2003, 08 April, therefore not being considered as a purchase made remotely.

2. Conditions for acceptance of returns/exchanges

Although returns/exchanges of goods supplied in distance purchases are accepted, as described above, returned goods will only be accepted if they strictly and cumulatively comply with the following conditions:

2.2. The Customer returns the item together with its packaging, manuals and accessories in the same condition in which they were sent, without any anomalies;

2.3. The item is returned together with the respective invoice;

2.4. The item is returned within the legal deadline (14 days) after physical possession of the item.

In the event of non-compliance with any of the conditions mentioned above, Waterevolution will not be able to accept the return, refund and/or exchange of the goods supplied.

3. Items not accepted for return or exchange

Unless they have a manufacturing defect, some items, due to their nature, cannot be accepted for return or exchange. Examples of these items are custom-made products and products that Waterevolution does not normally have in stock. Items not accepted for exchange or return are duly identified on the Waterevolution website, with the information “Custom made”.

4. Method of refund and returns

If the customer wishes to receive a refund, it will be made by bank transfer to the IBAN that the customer expressly indicates in writing in the request for return of the goods supplied. Waterevolution will reimburse the amount paid for the good supplied, plus the costs of returning the good, if applicable, within 14 days and as soon as the good is received by Waterevolution, and only after technical verification of the condition of the good, to in addition to complying with the conditions described in the CONDITIONS FOR ACCEPTANCE OF RETURNS/EXCHANGES.

Refund retention is permitted until the goods are received by Waterevolution or until the customer provides proof of return of the goods.

5. Start the return/exchange process

The return process is simple but varies depending on the origin of the order, so the customer must contact Waterevolution in advance through Customer Service. Within the limits established by law, the return and the value of postage/return costs are the responsibility of the customer.

Waterevolution is not obliged to reimburse additional delivery costs when the customer expressly requests a different and more expensive delivery method than the commonly accepted and less expensive method proposed by Waterevolution.

When the good delivered to the consumer's home at the time of concluding a contract firmed outside the commercial establishment, cannot, due to its nature or size, be returned by courier, it is Waterevolution's responsibility to collect the good and bear the respective cost.

6. Waterevolution Recommendations

Waterevolution recommends that its customers comply with the following procedure:

6.1 Before purchasing a product, make sure it meets what you want. Waterevolution is available to answer any questions you may have, by email, telephone or through social media.

6.2 After purchasing the product, always be careful when opening the box/packaging and see how the product, accessories and manuals are arranged inside the packaging. In the event of a return, it is very important that all requirements set out in the CONDITIONS FOR ACCEPTANCE OF RETURNS/EXCHANGES are met, with special emphasis on paragraphs 2.1 and 2.2.