Returns Policy

Any customer has a period of 14 (fourteen) calendar days from the date of receipt of the product, according to the Post Office, to withdraw from the purchase made at StivikPro without the need to explain the reasons for such action. This period starts from the date of receipt of the product by the consumer. If the cancellation period expires on a non-business day, it will automatically be extended to the next business day. Before sending the product back to StivikPro at , the customer must contact us. Any parcel sent back without prior notification will automatically be sent to the same address as the sender and the cost of postage will be the responsibility of the consumer. If you withdraw from the purchase, you must inform us by e-mail at encomendas@stivikpro.com. If you do not notify StivikPro within 14 (fourteen) calendar days, your withdrawal will be rejected and the product will be returned to the same address as the sender, with the cost of postage being the responsibility of the consumer. In the event of a return due to cancellation, the product must be in perfect condition and its original packaging must be properly sealed. If there are any faults, damage, scratches or any characteristic that disqualifies it as a new product, the return will be refused.

ATTENTION: Any product that does not fulfil the above conditions will not be accepted as a return and will automatically be sent back to its original address. Under these conditions, StivikPro reserves the right to re-charge the consumer for shipping costs.

Refunds:

– Credit card: The refund may take place within 2 (two) subsequent invoices as determined by the Card Operator.

ATTENTION: Refunds will only be processed once the product(s) have been received and analysed at the StivikPro shop in Terrugem. The product must not have any signs of use.

According to the law, a new product has up to 30 (thirty) calendar days to be replaced, as long as it is presented in the same condition as it was received/purchased (in the original packaging and unused).

If the customer has chosen the product in our WebStore, but upon receiving it is not satisfied and wishes to replace it with another item, the following rules must be observed:

2.1 Return of Goods

– The product must not show any signs of use.

– The product must be returned in its original packaging, accompanied by all accessories and manuals. The goods must be returned by post or courier, with prior notification to encomendas@stivikpro.com, where the order reference, serial number and reason for return must be indicated.

– Through this same e-mail contact, a return number will be assigned which must be duly indicated on the outside of the dispatch package.

– The customer then has a period of 10 (ten) working days to send the product to the following address:

StivikPro Estrada Nacional 247, km 66,25 Terrugem Park – Armazém 1 2705-869 Terrugem – Sintra Portugal

ATTENTION: No product may be returned without the return number assigned by StivikPro.

– If after 10 (ten) working days StivikPro has not received the product, the return will be refused.

– Once the goods have been received, if they are in perfect condition (not unpacked or showing signs of use) and in their original packaging, the amount will be refunded to the same account number from which payment was made. If the material does not arrive in perfect condition, with its original packaging and all its accessories, StivikPro reserves the right to pay a lower amount than that previously charged or to refuse the return.

2.2 Replacement Goods

– The consumer may choose another item according to the stock available in our WebStore.
– Please note that all charges for the attempted exchange will be the customer’s own responsibility. StivikPro reserves the right to charge the requesting consumer for postage and other shipping costs.
– The choice of a new product must be limited to the value of the original goods. If there is a difference, payment must be made according to the options on the website.
– The customer must indicate the new item chosen and the exchange item by e-mail. The new item will be dispatched to the customer’s address, after confirmation of payment of the shipping costs and the charges generated by the difference in values.

StivikPro endeavours to send all orders in perfect condition to its customers. However, if you receive a product with an open or damaged box, please contact StivikPro within 24 hours of receiving the parcel. This will enable us to contact the carrier responsible for the enquiry.

If the outer packaging of the product is open or damaged upon receipt, it is essential that you indicate this on the delivery note that you must sign upon receiving the order.

Any parcel must be checked in its entirety upon receipt, as well as its functioning. If the consumer receives a product that is broken, non-functional or has any damaged parts, they must contact us within 24 hours by telephone on 219 617 468(Calling national landline) or by e-mail on encomendas@stivikpro.com. After this period, the guarantee will only be effective if the product malfunctions due to a manufacturing defect during the period established on the product page and/or on the guarantee certificate.

The product must be sent complete: packaging, accessories, manuals, guarantee certificate and purchase invoice. All products will be assessed and if no defect is identified or they are not complete in accordance with the above conditions, they will be sent back to the customer, with the cost of postage being the responsibility of the consumer. Otherwise, a new product will be sent at no extra cost to the consumer.

Important: StivikPro will only resend another product when the defective one has been returned, so that the necessary technical assessments can be carried out to identify the causes of the defect and/or product malfunction. Once the exchange has been approved, the deadline for sending the new product is 10 (ten) working days after it has been received in the shop.

Products sold by StivikPro come with a one-year (professional) or two-year (private) guarantee against manufacturing faults, except for products where the guarantee is specified in the product description. If the item purchased from our shop proves to be defective after 14 (fourteen) days from the date of receipt – but within the manufacturer’s warranty period, the customer can contact the manufacturer (information about the manufacturer can be found on the product page or also by calling 219617468 (Call for national landline) or by e-mail servicocliente@stivikpro.com). To report the incident and obtain clarification, or to contact one of the manufacturer’s accredited technical assistance centres listed in the manual accompanying the product, the customer should contact the StivikPro shop in Terrugem. If you can’t get in touch with the manufacturer, please let us know via one of the following contacts: by telephone 219617468(Call to national landline) or by e-mail servicocliente@stivikpro.com.

– The contractual guarantee is the sole responsibility of the manufacturer and its term and method of use are mentioned in the Guarantee Term that accompanies the product.

See how to request an assessment of alleged manufacturing faults:

Return of Goods:

– The goods must be returned by post or carrier, with prior notice being given to the StivikPro shop in Terrugem (via e-mail or telephone).
– Return the product in its original packaging.
– The customer must send the original purchase invoice with the product.
– The customer must send a brief written account of the alleged defect to which the complaint refers, clarifying the practice in which the product was used.

ATTENTION: Products sent outside the above specifications will not be accepted for defect analysis and will automatically be returned to the sender.

Analysing product defects:

– The defects assessment will be carried out by our suppliers and then the final analysis of the exchange request will be completed. Average completion time: 10 (ten) working days.

Analysis in favour of exchange:

– The customer will receive the replacement of the same product at their address, free of charge.
– If the same model is not in stock, the customer will be informed and will be able to choose another model to exchange from the options on the site, respecting the credit limit.
– If there is a price difference between the product chosen and the product claimed, the difference must be paid.

Analysis Contrary to exchange:

– The product will be returned without the right of replacement.

Rejected items:

– Absence of a defect (failure to recognise the damage pointed out by the customer).
– Evidence of improper use of the product.
– Evidence of accidental damage.
– Natural wear and tear as a result of use.
– Inappropriate use of the product.

If the customer receives a product that differs from the product purchased, they may choose to exchange the product for another one that is the same as the one described in their order, provided that the guidelines below are followed:
– If the customer detects a discrepancy between the product purchased and the product received, they have 48 (forty-eight) hours to contact the StivikPro shop in Terrugem by telephone or e-mail. Requests after this deadline will not be accepted.
– The exchange will only take place once the returned product(s) have been received and analysed. If any discrepancy is found, such as no difference between the product purchased and the product delivered or signs of misuse, StivikPro is exempt from accepting the return and making the exchange, and may send the product back to the customer without prior consultation.

Return of the product in disagreement:

– The goods must be returned via the post office or carrier, having been notified in advance by e-mail to our StivikPro shop in Terrugem.
– Return the product in question in its original packaging with all the original items included.
– The customer must send the original Purchase Invoice together with the non-compliant product.
– The customer must send a brief written account of the alleged discrepancy to which the complaint relates.

ATTENTION: Products sent outside the above specifications will not be accepted for defect analysis and will automatically be returned to the sender.

– Average completion time: 10 (ten) working days after receipt at the StivikPro distribution centre.
– The customer will receive the replacement product at the address of origin, free of charge.
– If the same model is not in stock, the customer will be notified and will be able to choose another model to exchange from the options on the website, respecting the credit limit.
– If there is a price difference between the product chosen and the product complained of, you must arrange payment or reimbursement.