Return Policy
RETURNS POLICY
Returns must be made within 15 days of receiving the order.
The costs with the shipping costs originated by the return are borne by the customer.
This Return Policy was prepared based on current legislation and may be updated without prior notice.
POINT 1. RETURN CONDITIONS
1.1. Returned items must be in the same condition as when you received them, namely with the original tags intact and the items in perfect condition and without signs of use.
1.2. For reasons of health and hygiene protection, we do not accept returns or cancellations of the purchase of underwear (individual or in packs), boxers, hair accessories, cosmetics, socks, sunglasses.
1.3. Perfumery and jewelery items (earrings, necklaces, bracelets, rings...) can only be returned through the online store if they have their original labeling and are presented in their original packaging and without signs of use.
1.4. If possible, be returned in the original packaging.
1.5. Footwear and footwear items can only be returned if they are presented in their original box and properly packaged.
1.6. Failure to meet the deadline or poor condition of the returned parts will result in the non-acceptance of the return.
As soon as we receive your order, we will check the status of the items and refund the returned items.
POINT 2. DOCUMENTATION
In order for the return process to be completed, it will be necessary to include the sending of the purchase invoice, and the return form.
POINT 3. RETURNS IN PORTUGAL AND MADEIRA AND AZORES ISLANDS
3.1. You will need to fill in the return form, click here . The form will ask for all the important information for the return procedure. You must click on “send” at the end to submit the form.
3.2. Pack the products to be returned securely and include the invoice inside the package to be returned.
3.3. “Acexarme” recommends sending the item to be returned by registered mail. Shipping costs for products to be returned are the responsibility of the customer, and under no circumstances will “Aexarme” accept returns with postage paid by the recipient or cash on delivery.
3.4. Deliver at a CTT post or CTT point to the following address:
join me
12th Street No. 628
4500-228 Thorn
Portugal
3.5. Keep the CTT receipt as proof of delivery and dispatch.
3.6. The refund will be made upon receipt of the product(s) at our address and after they have been duly verified.
POINT 4. RETURNS EUROPE
Returns must be made within 15 days of receiving the order.
All European Countries
4.1. You will need to fill in the return form, click here . The form will ask for all the important information for the return procedure. You must click on “send” at the end to submit the form.
4.2. Pack the products to be returned securely and include the invoice inside the package to be returned.
4.3. To proceed with the return, the user must send the product(s) to the following address by own means:
join me
12th Street No. 628
4500-228 Thorn
Portugal
4.4. Alternatively, you can send an email requesting your return to envios@acexarme.com indicating:
- Name and Nickname
- Phone/mobile contact
- order number
- order date
- Order receipt date
- Reason for Return
As soon as we receive your email, we will respond as soon as possible on how to handle your return in the most practical way.
POINT 5. CANCELLATION OF AN ORDER
If you wish to withdraw from the purchase, before sending it, send an email with this information to envios@acexarme.com .
Orders canceled before shipping are refundable for both the value of the order and the shipping costs allocated to it once the shipment is not made.
For orders canceled after shipping, postage is not refundable.
POINT 6. REIMBURSEMENT
In the event of a return, “Acexarme” will refund the amounts paid for the products plus shipping costs at the time of purchase, unless there was an offer for shipping costs applied to the order at the time of purchase. In this case, the offer will be canceled and the postage value will be deducted from the amount to be returned.
6.1. The refund will be made using the same payment method used when placing your order, within a period of up to 5 working days after receiving the returned products.
6.2. If you made the payment via ATM, you will need to send us your IBAN to the email: suporte@acexarme.com , so that we can proceed with the refund.
6.3. If you have not received your refund after 5 working days, please contact us via email: suporte@acexarme.com .
POINT 7. DEFECTIVE PRODUCTS
7.1. If you have received a defective product, you must report this by filling out the return form, click here . In the form, you will be asked for all the important information for us to assess the situation and in the “occurrence” part, you must put the option “arrived with a defect”. You must click on “send” at the end to submit the form.
7.2. If the defect is found, you will be refunded in full, including the cost of delivering the product and the shipping costs to return the product to us.
POINT 8. TRANSPORT DAMAGE
Upon delivery of the order, the customer must inspect the packaging to check for any damage. If the packaging is damaged, the customer must not accept the order and must return it immediately through the “returns” process.
“Acexarme” is responsible for the return and reshipment costs if the order is damaged during transport.
POINT 9. EXCHANGE
No exchanges are made at www.acexarme.com . You will have to return 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 someone else to return it. In this case, to proceed with the return, you must contact the person who purchased it, in the sense that he proceeds with the return, in accordance with the return conditions.
POINT 11. SHIPPING COSTS
Shipping costs initially paid will be included in the amount to be refunded, as provided for in the legislation in force in Decree Law n.º 24/2014.
POINT 12. RIGHT TO FREE TERMINATION OF THE CONTRACT
12.1. The customer has the right to terminate the contract without incurring any costs (apart from the cost of returning the product(s)) and without having to indicate the reason, within a period of 14 (fourteen) days, counting from the from the day on which the customer or a third party appointed by the customer (with the exception of the carrier) acquires physical possession of the product(s).
Thus, in the case of exercising the right of free withdrawal, any purchase made in the store can be returned within a period of 14 days after being received.
12.2. If the customer intends to exercise the Right of Free Termination of the Contract, he must fill in the Free Termination Form available here and click on “send” at the end. This procedure within the above-mentioned period, or explicitly indicate, via email, support@acexarme.com , that you intend to terminate the contract.
The contact made by email must refer to the data mentioned below:
- Name and Nickname
- Phone/mobile contact
- order number
- order date
- Order receipt date
- Reason for Return
Upon receipt of the request for free termination of the contract, a response will be given as soon as possible, in order to expedite and schedule the collection of the purchased product(s).