Exchanges & Returns

  • CANCELLATIONS, EXCHANGES AND RETURNS
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    With the conditions and exceptions referred to in the current Section, the Client may cancel the order at any moment, until its delivery, being entitled to the refund of all the paid amounts (except transportation costs).

    As from the moment the order is received by the Client, the right to free termination may be exerted under the terms of the applicable law - 14 (fourteen) days. For such purpose, the Client shall communicate the intention in writing, by e-mail or letter to the FRANKA’s Client Support Service. The articles shall be returned within 14 days after their reception, in their original package, under penalty of not being accepted.

    The return and exchange of products shall have to respect the following conditions:

    1. Restitution of the articles in excellent conditions, with the complete original package, together with the correspondent invoice;
    2. Articles that have been used are not accepted for exchange;
    3. Articles that have been personalized according to Client's specifications are not accepted for exchange;
    4. Articles that are identified on the Website as not exchangeable are not accepted for exchange.

    After contacting FRANKA’s Client Support Service and having received the return instructions, you can send us the article, duly packaged, with the original packaging for the following address:

    FRANKA, Rua Silva Carvalho no. 148, 1250-257 Lisbon.

    All articles will be verified when arriving at our services. Only those articles respecting the conditions of exchange or return will be accepted for exchange or return.

    If you chose the return of the value, please note the following:

    1. You will have to send us in writing (fax, e-mail. etc.) the NIB/IBAN corresponding to the bank account of the initial payment, so that we can make the return in a quicker way;
    2. Shipping costs, even if not charged originally by FRANKA decision, will be deducted in the value to be returned to the Client;
    3. In case of return, the Client shall bear the expenses related to such return, being the amount credited related only to the value of the product;
    4. In case of return due to product defect, after verification and confirmation by FRANKA, that value will be returned to the Client together with the value of the product and the transport initially paid, in case this expense has been made by the Client.

    Further to the information provided herein, you may refer to the following legal information on “free termination of the contract and correspondent form”.