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ESTES SAO OS MEUS PRODUTOS

Terms and conditions of use

1 - About us

The www.castelbel.com website, hereinafter referred to as the "Website" or "Castelbel Website", is domiciled in Portugal and is owned by:

Castelbel- Artigos de Beleza, S.A. (Castelbel)
Rua de Santo António, 710, Armazéns B e C
4475-611 Castêlo da Maia
Portugal

VAT Number - PT 504743422
Company registered at the Maia Companies Registry
Share capital - €125,000.00

2.1 - Copyright and trademark

Castelbel is the owner of the Castelbel website and its respective contents, including all the documentation, published images, characters, design used, music, software, as well as all codes and format scripts.

All content included on the Castelbel website has inherent copyright protection.

Its reproduction, alteration, transmission, republishing and/or redistribution to third parties for commercial purposes without the prior consent of Castelbel is strictly prohibited.

The contents of the Castelbel website or trademark may not be used for any purposes other than those mentioned above.

2.3 - Description of items

All products displayed on the Castelbel website will be described as accurately and comprehensively as possible.

Users should pay particular attention to the descriptions of the products. Should you have any questions or need any clarifications, please contact Castelbel at the email address shoponline@castelbel.com.

The type of computer used, colour settings, internet browser and other factors may result in changes in the colours shown in photographs on the Castelbel website, and may, therefore, differ from the actual colours. If there are any differences, these variations do not in any way affect the function or value of the product in question, as the images posted on the website are merely illustrative.

2.4 - Privacy

The personal information that you provide to the Castelbel website will be treated with the utmost responsibility, it will only be used in order to provide the best service to users and will not be used for any other purpose.

Castelbel assures its users that it does not share any personal information with third parties without obtaining the prior consent of its users.

Should you require further information, please refer to our privacy policy on this website.

2 - Terms and Conditions

These terms and conditions govern the use and sales on the Castelbel website. When placing an order on the website, you declare that:

- You have read and agree to the terms and conditions presented;

- You are 18 (eighteen) years of age or older;

- You meet the legal requirements to enter into a contract and will use your own payment methods;

- You will not use the website for fraudulent purposes or for purposes contrary to the law or to norms of good behaviour;

- You agree that any consumer dispute will be settled within the scope of Portuguese law, subject to any contrary provision anticipated in a Community Directive or International Treaty;

- And that the goods purchased are not intended for retail or wholesale use.

2.2 - Legal notice

Castelbel publishes all the information on its website www.castelbel.com in order to provide the best service to its users and constantly updates this information on a permanent basis.

However, it declines all responsibility for any technical inaccuracy(ies) or typographical error(s) that may occasionally arise.

Castelbel reserves the right to make any corrections and changes to its website without the need for any prior notice.

Castelbel guarantees that all the information published on its website is in compliance with the legislation in force in mainland Portugal and the Autonomous Regions of the Azores and Madeira. However, Castelbel cannot guarantee that the same contents are in accordance with the legislation in force in the user's jurisdiction.

The Castelbel website complies with international internet standards, therefore, so long as it is correctly utilised by users, it is protected against viruses.

Castelbel reserves the right to make changes to the terms and conditions contained in this legal information without the need for any prior notice.

Castelbel does not guarantee that it is possible to use of all the contents presented in its website in other countries, therefore access to such contents from places where they are illegal is therefore expressly prohibited.

2.5 - Unavailability of stock

Castelbel will make every effort to ensure the availability of its products. If Castelbel does not have a product in stock, its price will be automatically deducted from the user's order. Users may subsequently place a new order for the product when it becomes available. However, whenever possible, Castelbel will advise you before sending it so that you can change the product in your order if you prefer.

3 - Prices and payment methods

3.1 - Prices

All the prices on the Castelbel website are indicated in EUR €.

The price shown for each product does not include any transport and shipping costs, however, it includes the VAT rate in force in Portugal.

3.3 - Payment methods

Castelbel accepts the following forms of payment:

Domestic (in Portugal and Islands):
- Multibanco - Service Payment Reference;
- Visa and Mastercard;
- MBWAY;
- Bank transfer.

International:
- SEPA direct debit;
- Visa and Mastercard;

Castelbel guarantees that all transactions are encrypted and 100% secure.

When a user places an order on the website, its value will be blocked in favour of Castelbel in the user’s respective card account. Regarding the payment, it will be debited from the user's card account at the time of shipment of the ordered items.

Castelbel ensures that all transactions on its website are forwarded to a secure online banking system provided by EASYPAY, which accepts payments made with Visa and Mastercard.

Castelbel does not store any card numbers or any kind of information obtained and related to payment.

3.2 - Price changes

Castelbel reserves the right to change the prices of the products that are on sale on its website.

However, when a user is placing and respectively confirming an order, product prices will remain unchanged throughout the process.

3.4 - Other forms of payment

Castelbel accepts payment for its orders via PAYPAL accounts.

4 - Shipping and delivery

4.1 - Shipping costs

Shipping costs may be added to the price of the products ordered under the terms of this website. Buyers will be informed of the final price of their purchases, with a breakdown of carriage costs, prior to completion of the order.

All orders to be delivered in mainland Portugal, the Azores and Madeira will be shipped by Chronopost and subject to the shipping costs mentioned below.

4.1.1 - Mainland

- Shipping costs will be free for orders worth €50 (fifty euros) or more;

- For purchases of less than €50 (fifty euros), the shipping costs will be borne by the user at a flat fee of €7.50 (seven euros and fifty cents);

- Upon completion of the purchase process, buyers will be duly informed of the total costs of the purchase, including transport costs.

- Normal shipping time - up to 3 working days (after confirmation of payment for the order).

INSERIR TABELA

Preçário de envios

4.4 - Devilery times

Castelbel, owner of the website www.castelbel.com, operates from Monday to Friday, from 08:00 to 13:00 and 14:00 to 17:00 GMT, except on public holidays.
All orders placed on the Castelbel website will be processed from Monday to Friday, regardless of whether you placed your order on a weekend or public holiday.

The normal delivery times for parcels do not apply during sale periods and public holidays, public holiday periods or periods of an exceptional volume of work, during which delivery times may be slightly longer.

4.6 - Important information

The above delivery times are merely indicative and do not take account of possible delays that may be caused by problems with payment authorisations or due to delays by the carrier.

The transport times indicated correspond to the time between the departure of the order from the warehouse and receipt by the user, i.e., after the order is processed for shipping.
All orders need to be signed at the time of receipt as proof of delivery.

As soon as orders are dispatched, Castelbel is unable to change their delivery address.

4.8 - How to track your order

For orders sent to:

- Mainland Portugal, the Azores and Madeira;

- European countries;

Please check the Chronopost website.
If a shipment is delayed, a new delivery date will be provided. If this new date is not convenient, you may request cancellation of the order and will receive a refund within a maximum period of 10 days.

4.10 - Successful deliveries of shipments

Please examine the package carefully upon delivery of all shipments BEFORE signing the delivery document.

All Castelbel packages are duly sealed with customised plastic tape for better protection of the products.

If, at the time of delivery, it appears that the package has been tampered with, you may sign the delivery document with reservations or you may refuse to accept it.

If you accept an order with reservations or refuse to accept it, please submit a complaint to the carrier immediately and contact Castelbel by email at quality@castelbel.com.

4.12 - Insurance

Castelbel takes responsibility for orders during the transport period until the effective delivery to the user.

Upon delivery of the order, users must sign the document as proof of the respective receipt, after which responsibility is transferred to them.

If you appoint a recipient other than yourself to take delivery, you agree to accept the third party’s signature as proof of delivery of the order, fulfilment of Castelbel’s obligations and transfer of responsibility.

4.1.2 - Islands (Azores and Madeira)

All orders to be delivered in the Azores or Madeira are always subject to shipping costs.

The following is a list of costs and shipping times per archipelago/island:


INSERIR TABELA DESPACHO AÉREO / MARÍTIMO PARA ILHAS

4.3 - Free shipping

Castelbel sometimes offers free shipments regardless of the place of delivery and the value of the order. This applies to the shipping costs at the time of completion of the order.

When one of these campaigns is taking place, it will be clearly announced on the Castelbel website.

4.5 - Delivery deadlines for other countries

INSERIR TABELA COM ESTIMATIVAS DE ENTREGA

*Does not include shipments to the Balearic Islands, Ceuta, Melilla or Canary Islands.
**Does not include shipments to Corsica.

4.7 - Delivery position

All orders are shipped, after confirmation of payment, within a period of 1 to 3 business days after payment and completion of the order. As soon as orders are dispatched, Castelbel will send an email to you with information on the tracking instructions and collection of the order.

Confirmation of shipment of all orders will include the name of the carrier and information on the shipping number.

4.9 - Shipments and collections

When you register with Castelbel, you will be asked to provide personal data, including the address to which orders are to be delivered.

If you would like Castelbel to send the order to an alternative address, you should indicate this at the time the order is completed.

Due to possible credit card fraud and restrictions imposed by carriers, Castelbel does not make deliveries to PO boxes.
Orders will be sent via Chronopost.

During the delivery process, the company allows you to provide a different delivery address from the one used when registering. However, there will be an extra charge if this change is made after the order has left Castelbel.

Since Chronopost requires a signature upon delivery of orders, you or your representative must be present at the destination address at the respective time of delivery.

4.11 - Undelivered orders

Orders that are not delivered due to a fault by the user, including errors in the address provided or any other reasons that make it impossible to deliver the order to the address, will be returned to Castelbel.

The user will be charged for the costs of shipping and returning the order and these amounts will be deducted from any amounts to be refunded.

4.13 - Force majeure

Castelbel's compliance with its obligations may be affected by cases of force majeure. Cases of force majeure include but are not limited to war, civil war, revolution, riot, government measures, strikes, blockades or natural disasters.

In these cases, the contract between the user and Castelbel can be totally or partially terminated by either party, and the user will be refunded all amounts.

5 - Terminations, returns and exchanges

5.1 - Termination

Users have the right to terminate the contract without the need to provide any justification for doing so, within 14 (fourteen) business days.

The termination period expires in fourteen (14) business days as of the time the user or a third party appointed by him/her takes possession of the product(s), as confirmed by the document signed on receipt thereof.

In order to facilitate the return of the item and refund of the amount to users, users are asked to make the item causing termination available to Castelbel within a reasonable period of time in order to facilitate the exercise of its rights and inspect the item.
Should users wish to exercise their right to terminate, they must notify Castelbel of the decision to terminate the agreement by making a clear declaration by email to quality@castelbel.com.

This notification should include the order and invoice numbers and the reference(s) of the item(s) that you wish to return.

Upon receipt of this declaration, Castelbel will send an email containing instructions (procedures to follow) on how to return the goods, together with information about the transport method (carrier) to be used.

In order to respect the free termination period, it is necessary to communicate the exercise of the right to terminate before the end of the period allowed for the purpose, i.e. fourteen (14) days after receipt.

Should users wish to terminate the contract, they will be reimbursed for all payments made, excluding the costs of return, without any excessive delays and, in any case, within a maximum period of thirty (30) days from the day on which the right to terminate was exercised. Castelbel will refund the order via the same form of payment used in the initial transaction; in any event, the refund will not incur any additional costs.

As regards cosmetic products, in accordance with Article 17 (1)(e) of Decree-Law 24/2014 of February 14, as amended by Law 47/2014 of July 28, for health and hygiene reasons, it is not possible to exercise the right to terminate contracts for the supply of products if they are not properly closed and sealed at the time of return.

Users are asked to always check the products they have received before opening them.

The conditions for the return and refund of the item(s) are as follows:

- The item must not have been used or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Returned goods must be packaged in the Castelbel box used for shipping.

- If only part of an order is returned, Castelbel will reimburse the respective portion of the amount paid by the user.

- Users must return the item(s) via the carrier and in accordance with the instructions indicated in the email sent by Castelbel for this process.

- It is noted that refund processing times may vary depending on the procedures of the credit card company.

- As regards orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

- If the return of the item(s) has not been previously authorised and/or the item(s) has(have) not been sent via the same carrier as indicated in the email with the instructions on returns, Castelbel reserves the right to refuse to accept the item(s).

- If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.

- Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

Return of defective products

The Castelbel team makes every effort to scrupulously check all items for possible defects that may exist before proceeding with their shipment.

Castelbel reserves the right to request photographic evidence of defective items or goods sent erroneously before refunding shipping costs and authorising their return.

Items returned due to alleged defects will be inspected at the time of their receipt. Items subject to normal wear and tear will not be considered defective.

Should you wish to return defective item(s), please notify Castelbel to this effect at the email address quality@castelbel.com.

This notification should include the order and invoice numbers and the reference(s) of the item(s) that you wish to return.

After receipt of the notification, Castelbel will email you instructions on how to return the goods (procedures to follow), together with the information about the carrier to be used.

If a defective item is returned, Castelbel will inspect the goods upon receipt and inform the user of the next steps to follow.

Castelbel will replace a product if stock is available. If the item is not in stock, Castelbel will refund the order and transport costs, if any. This refund will be made via the same form of payment used in the initial transaction and will not give rise to any additional costs.

The conditions for the return and refund of defective item(s) are as follows:

- The item must not have been used or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Returned goods must be packaged in the Castelbel box used for shipping.

- If only part of an order is returned, Castelbel will reimburse the respective portion of the amount paid by the user.

- Users must return the item(s) via the carrier and in accordance with the instructions indicated in the email sent by Castelbel for this process.

- Upon receipt of the defective item(s), Castelbel will inspect it to identify the quality problem in question.

- If Castelbel cannot replace the defective item(s), the same amount paid by the user will be refunded via the original payment method used.

- If all or part of the order is returned, Castelbel will refund all or part of the amount paid accordingly by the user.

- The refund processing time may vary depending on the procedures of the credit card company.

- As regards orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

- If the return of the item(s) has not been previously authorised and/or the item(s) has(have) not been sent via the same carrier as indicated in the email with the instructions on returns, Castelbel reserves the right to refuse to accept the item(s).

- If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.

- Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies. These items will be returned to the sender at the original shipping address, at the user's expense.

6 - Exchanges

6.1 - Exchanges

Castelbel accepts exchanges of items for any other items available on its website. In the event of an exchange, the user will have to pay the price difference if the new order is more expensive.

In case of exchange, if a new order is cheaper than the exchanged item, the difference will be refunded to the user.
If you wish to exchange goods, please use the following procedures:

- Send an email to Castelbel within a maximum period of 30 days of receipt of the order at quality@castelbel.com, providing the order and invoice numbers, the reference number of the item(s) you want to exchange and the item you would like to be sent as a replacement.

- After receipt of the notification, Castelbel will email you instructions on how to exchange the goods (procedures to follow), together with the information about the carrier company to be used.

- Users must return the item(s) via the carrier indicated in the email sent by Castelbel. They must then complete the transport form as per the emailed instructions and attach it to the package to be returned.

6.2 - Goods returned for exchange purpose

Goods returned for exchange purposes must reach Castelbel's premises within 20 days of receipt of the email, subject to the following conditions:

- The item must not have been used or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Items for exchange must be packaged in the box that Castelbel used for shipping.

- Users must return the item(s) via the carrier and in accordance with the instructions indicated in the email sent by Castelbel for this process.

- If the exchange of item(s) has not been previously authorised or has not been sent via the carrier indicated in the return instructions email, Castelbel reserves the right to refuse to accept the item(s).

- If an unauthorised return is accepted,
Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.
Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

7 - Items purchased in sales, promotions or at reduced prices

7.1 - Items purchased in sales, promotions or at reduced prices

Sales of items in sales or promotions or sold at reduced prices are considered final.

Castelbel does not exchange items that have been purchased in a sale or promotion or at reduced prices, and the conditions for exchanges do not apply to these items. However, the general conditions for termination of the contract and the return of defective items are applicable.

8 - Promotional codes / vouchers

8.1 - Promotional codes / vouchers

Castelbel may send users vouchers with a promotional code via a newsletter, social network or website with an authorised commercial promotion.
Users must enter this code when completing their orders.

Each code has an expiry date and users will be duly informed thereof. The use of said code is subject to the expiry date, which cannot be extended.

Promotional codes cannot be used with other promotions or sales.