At ALICOURO we want to guarantee our customers’ satisfaction. If you are not completely satisfied with your purchase, you can request an exchange or return under the conditions indicated below.
Legal right of return
Under the terms of Portuguese legislation applicable to e-commerce, the consumer has 14 days after receiving the order to exercise the right to freely withdraw from the contract, without having to give any reason.
In addition, ALICOURO offers its customers an extended period of 30 days for exchanges or returns, under the conditions indicated on this page.
Conditions for returns
For the return to be accepted, the items must meet the following conditions:
- be in the same condition as when received
- show no signs of use
- include original packaging
- include any accessories or documents supplied with the product
The consumer is responsible for any devaluation of the product resulting from handling that goes beyond what is necessary to verify its nature, characteristics and functioning.
ALICOURO does not accept returns of personalized or custom-made items, except in the case of a manufacturing defect.
Return costs
The direct return costs are borne by the customer. If you wish to use the facilitated return via BATCH, the shipping costs will be deducted (base value mainland Portugal).
For customers in mainland Portugal, ALICOURO offers an optional returns service, as described below.
The shipping costs of the returned order are non-refundable.
For orders that have received free shipping, the actual cost of the initial shipment may be deducted from the amount to be refunded.
The refund will be made within a maximum of 14 days of receipt and verification of the returned item, preferably using the same payment method used for the purchase.
Product exchange
The customer may request the exchange of a product within 30 days of receiving the order.
To start the exchange process, you must fill in the exchange form at the top of this page.
The exchange is valid for mainland Portugal, in other cases you will have to return the product and place a new order.
Returns service made easy
To facilitate the exchange or return process, ALICOURO offers an additional easy return service via the Batch platform.
This service is not a compulsory method of return, but merely an additional option available to the customer.
After requesting a return or exchange, you will receive a return link from Batch, usually within 24-48 hours, which will allow you to prepare and generate a simplified shipping code for the item, which must be delivered to a CTT office.
If the deadline for using this service is exceeded, the customer can send the item directly to our facilities.
Returns address
ALICOURO
Tâmega Business Institute
Mercúrio Building – Fraction AC, Box E12
4600-758 Amarante
Portugal
We recommend that you send your order by registered mail or carrier with a tracking code, to guarantee the security of the shipment.
Defective items or incorrect shipment
If you receive an item that is defective or different from the one you ordered, you should contact our customer service department by email:
After analyzing the situation, we will replace, repair or reimburse you, as applicable.
Customer support
If you have any questions about exchanges or returns, please contact us:
Email: [email protected]
