M-STORE is dedicated to offering the best experience to its Customers. This extends to the assistance policy, where there is an effort to meet any and all customer needs. When purchasing an item in our Online Store (in www.mstore.pt) or in one of our commercial spaces, the consumer is automatically covered by the Satisfaction Guarantee, where for the first 14 days he/she may return or exchange an item (except for exceptions described in point 2) if it has not met his expectations.
Before purchasing a good, keep in mind that when it comes to The Settlement of Contracts (Returns) there are elements in Portuguese Law that differentiate a distance purchase (online and to be received at the address via carrier) of a purchase made / raised directly in commercial space.
Dispute Resolution (Returns) - Distance purchases (made in www.mstore.pt)
For distance purchases (online and to be received at the address via carrier), The Portuguese Law establishes to the consumer a period of 14 days (commonly known as reflection period) after taking physical possession of the goods, during which he can return the article(s) without the need to indicate a reason.
In cases of free Contract Resolution, the return charges are the responsibility of the consumer, as stipulated in article 13(2) of Decree-Law No. 24/2014, of February 14.
1. Conditions of acceptance of Returns/Exchanges
Although returns/exchanges are accepted within the first 14 days of distance purchases (as described above), returned goods will only be accepted if they scrupulously comply with the following conditions:
1.1. The returned item must be intact and without any mark/damage of use.
1.2. You will need to return the item together with its packaging, manuals and immaculate accessories.
1.3. Together with the returned good, you will need to add the invoice with the same item.
1.4. In the case of items with offers included (physical or digital offer), return/exchange will only be accepted within the first 14 days if the offer has not been used or redeemed (in the case of a digital offer).
In the event of a violation of any of these points, we will not be able to accept the return (and the consequent refund) or the exchange.
2. Items not accepted for Returns/Exchanges
Except for a technical anomaly, there are articles that by their nature cannot be accepted for returns/exchanges.
2.1. Exchanges or returns of headsets/headsets, batteries or consumables are not accepted.
2.2. Exchanges or returns of any item having broken brand packaging seals are not accepted.
3. Form of Refund of Returns
If you want a refund, the same will be done via bank transfer to IBAN that you indicate to us at the time of the return request. M-STORE will refund the amount paid for the item as soon as the technical verification of the product status and verification of compliance with the conditions described above is made (see paragraph 1).
Note: No refund is not made the value of the shipping postage of the order.
4. Start the Return/Exchange process
To start the return/exchange process just go to the MSTORE facilities with the item and your invoice, or if you do not have this possibility, you will need to open an RMA order in the area reserved in the M-STORE online store (in www.mstore.pt), mentioning in the cause of the malfunction "Commercial Return". You must then send the item by carrier to the M-STORE address.
Being the article in conformity, the values of the postage of the return are the responsibility of the consumer.