Open Ear Headphone Cearser InnovaGoods

POINT 1. COUNTRIES WE SHIP TO

We currently only ship to mainland Portugal. Check here the list with prices per kilo in Euros and respective shipping times.

We do not ship to:

Madeira and Azores Islands

POINT 2. SHIPPING METHODS

We ship via SEUR and GLS carriers and the service includes signature upon delivery. 

Your order will be delivered to the address provided in your order.

Preparation times are the days it takes to process the order and last between 2 and 3 business days. The delivery time for the order is usually between 5 and 7 business days. 

POINT 3. SHIPPING COSTS

Shipping costs are calculated when the order is finalized, by our system, and depend on the actual weight or volume of the order, the selected delivery address and the rates of the carrier(s).

Shipment Tracking:

Portugal - We will send you an email to provide the tracking code and the carrier to track your order.

We recommend that you read the shipping policy in full, which you can consult here .

POINT 4. DELIVERY TIMES

The preparation times and delivery deadlines given by us depend on the destination and the chosen transport option and will always be for guidance and information purposes only, and are not binding on “Acexarme”.

“Acexarme” will not be responsible for any delay or non-compliance due to force majeure, that is, the expression of any act, strike, event, omission or accident that is beyond our reasonable control.

POINT 5. HOME DELIVERY

Orders are delivered from Monday to Friday, excluding local or national holidays, to the address indicated by the customer when placing the order. The customer may receive the order wherever they wish (except at PO boxes), from Monday to Friday. To do so, simply provide us with the address where you will be present between 9:00 a.m. and 6:00 p.m.

POINT 6. RECEIPT OF ORDER

We recommend that all delivered orders be subject to verification and control, and that any anomalies with the type, quality or quantity of the item be reported immediately to our email address: envios@acexarme.com .

This claim for non-compliance must be made within a maximum period of 48 hours after delivery of the order.

RETURN POLICY

This Return Policy has been prepared based on current legislation and may be updated without prior notice. To read the full version of this Return Policy, click here .

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 emails@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.

POINT 3. DEFECTIVE PRODUCTS

If you have received a defective product, you must report this by filling out the return form, click here . The form will ask for all the important information so that we can assess the situation and in the “occurrence” section, you must select the option “arrived with defect”. You must click “send” at the end to submit the form.

POINT 4. 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 .

POINT 5. 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.

5.1. 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.

5.2. 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.

POINT 6. EXCHANGES

No exchanges are made in www.acexarme.com . You will have to return the item and then place a new order.

POINT 7. 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.