Refund policy

This policy applies to purchases made by consumers from the NortePool online shop, operated by Gotinhas Adoradas, Lda., NIF/NIPC 519029003.

1. Notifying us of a return

You may notify us of your decision to return your purchase within 14 calendar days after receipt, without having to give a reason. If the items in a single order are delivered separately, the period runs from receipt of the last item.

Send a clear statement of your decision to nortepoolloja@gmail.com or by post to the address below. Include your name and order number to help us identify the purchase. You may use the template at the end of this page, but it is not mandatory.

2. Product condition

Keep the product in good condition and avoid any use beyond what is necessary to inspect it. We recommend returning it in the original packaging, with the accessories and manuals received, properly protected for transport.

Opening the packaging or carefully inspecting the product does not, in itself, remove the right to return it. You may be liable for any reduction in the product’s value caused by use or handling beyond what is necessary to check its characteristics and functioning, as provided by law.

3. Sending the product back

After notifying us of your decision, return the product without undue delay and within a maximum of 14 days. Keep proof of dispatch.

Recipient: NortePool
Avenida da Praia, n.º 1325
Lojas A e B
3885-405 Esmoriz
Portugal

This is also the return address for items shipped directly by a supplier. To arrange collection or transport of bulky equipment, contact NortePool. Contact regarding logistics does not replace or make the exercise of your right of withdrawal conditional.

4. Return costs

For returns made at the customer’s decision, the direct costs of return transport are borne by the customer, provided that the customer received this information before purchasing. If the return results from an error by NortePool or delivery of an incorrect or damaged product, the return costs are borne by NortePool.

For bulky equipment that cannot be returned by ordinary post, the transport cost depends on its dimensions, weight and collection address. Contact us before purchasing to obtain an estimate. NortePool’s legal obligations to provide prior information and the consumer’s rights where that information has not been provided remain in force.

5. Refund

In the event of withdrawal, the refund will be made within 14 days after we receive the notification, using the original payment method, unless expressly agreed otherwise without additional costs to the customer. We may wait until we receive the goods or proof that they have been dispatched, whichever occurs first.

When the entire order is returned, the refund includes the shipping costs for the least expensive standard delivery option we offered. Supplements for a more expensive option chosen by the customer are not refunded.

6. Incorrect, damaged or defective product

Contact NortePool at the email address above, identifying the order and describing the problem. Photographs of the product and packaging may help resolve the situation. Statutory rights in the event of lack of conformity remain in force and are not limited to the 14-day period provided for withdrawal.

7. Exchanges

We accept requests to exchange unused items within 14 days after receipt, subject to availability of the desired item. Contact us at the email address above to arrange the exchange. The conditions concerning product condition and return costs set out in this policy apply; any price differences and shipping costs for the new shipment are communicated before the exchange is confirmed. The right to return and receive a refund, as well as rights in the event of a defect, remain in force.

Optional notification template

To: NortePool, Avenida da Praia, n.º 1325, Lojas A e B, 3885-405 Esmoriz, Portugal; nortepoolloja@gmail.com

I hereby notify you that I wish to exercise my right of withdrawal from the purchase of the following goods:
Product(s):
Order number:
Order and receipt dates:
Consumer’s name:
Consumer’s address:
Date:
Signature, only if sent on paper: