Return Policy
RETURN POLICY
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.
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 labels 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 purchases of underwear (individually or in packages), boxers, hair accessories, cosmetics, socks, sunglasses.
1.3. Perfumery and costume jewellery items (earrings, necklaces, bracelets, rings, etc.) can only be returned through the online store if they have their original labelling and are presented in their original packaging and show no signs of use.
1.4. If possible, they should 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 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 2. DOCUMENTATION
In order for the return process to be completed, it will be necessary to include the purchase invoice and the return form.
POINT 3. RETURN IN PORTUGAL AND THE MADEIRA AND AZORES ISLANDS
3.1. 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.
3.2. Pack the products to be returned securely and include the invoice inside the packaging to be returned.
3.3. “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.
3.4. Delivered to a CTT post office or CTT point to the following address:
Access me
Sergeant Barbosa Street No. 214 - 1st H
4410-270 Canelas, Vila Nova Gaia
Portugal
3.5. Keep the CTT receipt as proof of delivery and shipping.
3.6. The refund will be made after the product(s) have been received at our address and have been duly checked.
POINT 4. RETURNS EUROPE
Returns must be made within 15 days of the date of receipt of the order.
All European Countries
4.1. 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.
4.2. Pack the products to be returned securely and include the invoice inside the packaging to be returned.
4.3. To proceed with the return, the user must deliver the product(s) to the following address by their own means:
Accommodate me
Sergeant Barbosa Street No. 214 - 1st H
4410-270 Canelas, Vila Nova Gaia
Portugal
4.4. Alternatively, you can send an email requesting your return to envios@acexarme.com indicating:
- Name and Surname
- Telephone/mobile contact
- Order number
- Order date
- Order receipt date
- Reason for Return
Once we receive your email, we will respond as quickly as possible on how to handle your return in the most practical way.
POINT 5. CANCELLATION OF AN ORDER
If you wish to cancel your purchase, before shipping, 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 6. 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.
6.1. 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.
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 within 5 working days, please contact us by 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 . 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.
7.2. 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 8. DAMAGE IN TRANSPORTATION
Upon delivery of the order, the customer must inspect the packaging 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 return and reshipment costs if the order has been damaged during transport.
POINT 9. EXCHANGES
Exchanges are not accepted at 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. SHIPPING COSTS
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 12. RIGHT TO FREE TERMINATION OF THE CONTRACT
12.1. 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.
12.2. 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.