Return Policy
RETURN POLICY
This Return Policy was prepared based on current legislation and may be updated without prior notice.
VERY IMPORTANT
The end customer has 48 hours to report possible incidents upon receipt of the item purchased from Acexarme.
POINT 1. AFTER-SALES SERVICE PROTOCOL
How to proceed when receiving an order
All our items leave the warehouse with their packaging in perfect condition.
The first thing you should do is check whether the number of packages received matches those sent.
Second, inspect each package externally very carefully and closely for any signs that it has been impacted or mishandled, such as bumps, dents, holes, boxes in poor condition, postage stamps, or any other sign that might lead you to suspect that the goods may be damaged.
It is mandatory to leave a note and signature on the courier delivery note, whether on paper or digital support (PDA), "PACKAGE VISIBLY DETERIORATED" if these signs are present.
Failure to sign a package as “VISUALLY DETERIORATED” and subsequently presenting images that demonstrate that there was visible damage to it will be grounds for the occurrence to be automatically rejected.
POINT 2. WHAT TO DO IN THE EVENT OF AN INCIDENT WITH AN ORDER?
2.1. Reporting problems and/or incidents with an order
In the event of any anomaly with the order as described in POINT 1, the customer has 48 hours to report the incident by email to envios@acexarme.com in order to present in writing any anomalies or problems with the reception of the article:
- Reason why you are reporting the incident;
- Photos of the packaging or the problem with the item;
- Order No.;
- Other reasons related to delivery
You will need to fill out the return form, click here . The form will ask you for all the important information for the return procedure. You must click “send” at the end to submit the form.
2.2. Always wait for contact from Acexarme before taking any action.
After sending the incident report, you must wait for a response from Acexarme:
- Indicating how to proceed in case of problems with delivery;
- Responding to a potential problem with the article
Only after receiving an email response from Acexarme should you move on to the following points reported here.
“Acexarme” is responsible for return and reshipment costs if the order has been damaged during transport.
The shipping costs paid initially will be included in the amount to be refunded, as provided for in the legislation in force in Decree Law No. 24/2014.
POINT 3. RETURN CONDITIONS
Due to the special characteristics of certain products, the following must be taken into account:
3.1. Returned items must be in the same condition as when you received them, namely with the original labels intact and the items in perfect condition and without signs of use.
3.2. For reasons of health and hygiene protection, we do not accept returns or cancellations of purchases of underwear (individually or in packages), boxers, hair accessories, cosmetics, socks, sunglasses.
3.3. Make-up, perfumery and costume jewellery items (earrings, necklaces, bracelets, rings, etc.) can only be returned through the online store if they have their original label and are presented in their original packaging, unopened and without signs of use.
3.4. Footwear and footwear items can only be returned if they are presented in their original box and properly packaged.
3.5. All products to be returned must retain their original label and must be in the same condition in which they were delivered.
3.6. Failure to comply with the deadline or poor condition of the returned parts will result in the return being non-accepted.
As soon as we receive your order, we will check the condition of the items and refund any returned items.
POINT 4. RETURNS
Returns must be made within 15 days of the date of receipt of the order.
The shipping costs incurred in the return are the responsibility of the customer, if it is a withdrawal and not a complaint due to a defect.
POINT 5. HOW TO PROCEED WITH THE RETURN
In order for the return process to be completed, it will be necessary to include the purchase invoice and the return form .
5.1. Pack the products to be returned securely and include the invoice inside the packaging to be returned.
The order must be prepared in perfect condition, and all defective products must be placed inside one or more cardboard boxes. Please note that the original boxes of the products themselves must arrive intact, without stickers or deterioration.
We would like to emphasize that it is very important that the packaging is reinforced with a cardboard box and that the product's packaging is returned intact.
5.2. “Acexarme” recommends sending the item to be returned by registered mail. The shipping costs for products to be returned are the responsibility of the customer, and under no circumstances will “Acexarme” accept returns with postage paid by the recipient or cash on delivery.
5.3. Delivered to a CTT post office or CTT point at the following address:
Accommodate me
Silvarosa Alley No. 51
3780-134 Sangalhos, Aveiro
Portugal
5.4. Keep the CTT receipt as proof of delivery and shipping.
5.5. The refund will be made after the product(s) have been received at our address and have been duly checked.
POINT 6. DEFECTIVE PRODUCTS
6.1. If you have received a defective product, you must report this by filling out the return form, click here . The form will ask you for all the important information so that we can assess the situation and in the “incident” section, you must select the option “arrived with defect”. You must click “send” at the end to submit the form.
6.2. If the defect is found, you will be refunded in full, including the costs of delivering the product and the shipping costs to return the product to us.
POINT 7. CANCELLATION OF AN ORDER
If you wish to cancel your purchase, before it is shipped, send an email with this information to envios@acexarme.com .
Orders cancelled before shipping are refundable for both the order value and the shipping costs allocated to it, as shipping does not actually take place.
For orders cancelled after shipping, shipping costs are non-refundable.
POINT 8. REIMBURSEMENT
In case of return, “Acexarme” will refund the amounts paid for the products plus shipping costs at the time of purchase, unless at the time of purchase there was a shipping offer applied to the order. In this case, the offer will be cancelled and the shipping cost will be deducted from the amount to be returned.
8.1. The refund will be made using the same payment method used when placing your order, within 5 working days after receipt of the returned products.
8.2. If you made the payment via ATM, you will need to send us your IBAN to the email address: suporte@acexarme.com , so we can proceed with the refund.
8.3. If you have not received your refund within 5 working days, please contact us by email: support@acexarme.com .
POINT 9. EXCHANGES
No exchanges are made in www.acexarme.com . You will have to return the item and then place a new order.
POINT 10. RETURN OF OFFERS
It is currently not possible for a person who has received a product as a gift from another person to return it. In this case, to return the product you must contact the person who purchased it, so that they can return it in accordance with the return conditions.
POINT 11. RIGHT TO FREE TERMINATION OF THE CONTRACT
11.1. The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the product(s)) and without having to state a reason, within 14 (fourteen) days, counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).
Therefore, in the event of exercising the right of free resolution, any purchase made in the store can be returned within a period of 14 days after receipt.
11.2. If the customer wishes to exercise the Right to Free Termination of Contract, he/she must complete the Free Termination Form available here and click on “send” at the end. This procedure must be carried out within the aforementioned period, or explicitly indicate by email to suporte@acexarme.com that he/she wishes to terminate the contract.
Contact made by email must refer to the following data:
- Name and Surname
- Telephone/mobile contact
- Order number
- Order date
- Order receipt date
- Reason for Return
After receiving the request for free termination of the contract, a response will be given as quickly as possible, in order to expedite and schedule the collection of the product(s) purchased.
Returns Policy drawn up on 24 April 2025.