Exchange & Returns and Cancellation Policy

For any purchase made on the site imporfase or imporspeed you have an estimated period of 14 working days to exercise your right of withdrawal/cancellation without giving reasons or paying fines.

The customer has the right to free termination of the contract, which can be exercised within 14 (fourteen) consecutive days after delivery and receipt of the products. This right may be exercised by sending the free resolution form included in these general terms of sale.

The return costs will be borne by the customer.

No returns will be considered in the case of personalised items (example: number plates, made-to-measure bags, made-to-measure carpets…).
The articles must be sent to the address indicated by the Customer Support Service in the case of home delivery (address indicated on the return form attached to the invoice), and in the case of returns of articles picked up at the centre you can go to our company in MAIA at IMPORFASE in Portugal.

You will be refunded immediately by credit note or cash when it is a return of goods at Imporfase.

Items must be returned in their original packaging, in perfect condition, unused and accompanied by all accessories and any warnings, the corresponding invoice(s) and the return record, duly completed, dated and signed. Incomplete, damaged, used or soiled items cannot be accepted for return.

To consider a product return, it must be sent in its original packaging and be in perfect condition, unused and accompanied by all accessories and documents.

The exercise of the right of free resolution does not prejudice the right of the customer to inspect, with due care, the nature, characteristics and operation of the goods. If the handling carried out to perform that inspection of the goods exceeds that which is usually admitted in the commercial establishments of IMPORFASE, the customer will be responsible for the depreciation of the goods. Thus, with the exercise of the right of free resolution, if the total depreciation of the goods is verified, no refund of the price will take place. Returns containing incomplete, damaged, dirty or used articles will not be accepted.

If the customer has fulfilled all the requirements established above, IMPORFASE agrees to refund the customer the price of the product within 15 days from the communication of free termination of the contract. If the customer has opted for cash on delivery at home and later requested the return of the product, requesting the collection of the product at home, the customer must inform IMPORFASE of his bank details, so that IMPORFASE can refund the amount of the order since it meets the return conditions above. In this case, no money reimbursement will be made. The costs associated with cash on delivery expenses will not be refunded.

Under the provisions of Article 17(1) of Decree-Law 24/2014, of 14 February, the customer may not freely terminate the contract in the following circumstances:

  1. When the services have been fully provided after the customer’s prior express consent;
  2. The consumer acknowledges that he loses the right of free withdrawal if the contract has been fully performed by the trader in that case;
  3. Supply of goods or provision of services whose price is dependent on fluctuations in market or financial rates that the supplier of goods or provider of services cannot control and that may occur during the period of free withdrawal;
  4. Supply of goods made to the consumer’s specifications or clearly personalized;
  5. Supply of goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
  6. Supply of sealed goods not returnable for reasons of health protection or hygiene when opened after delivery;
  7. Supply of goods which, after delivery and by their nature, are inseparably mixed with other articles;
  8. Supply of sealed audio or video recordings or sealed computer software which were unsealed by the consumer after delivery;
  9. Supply of digital content not supplied on a tangible medium if:
    1. i) its performance begins with the consumer’s prior express consent;
    2. ii) The consumer acknowledges that his consent implies the loss of the right of free withdrawal;
  10. The supply of repair or maintenance services to be provided at the consumer’s home, at the consumer’s request.