Return/Exchange Conditions

  • Return Conditions

    If the item you received does not correspond to what you want or does not serve, you can return it 30 days after receiving your order. To do this, you will have to respect the following rules:

    - The products must not show signs of having been washed or used beyond proof of size and shape;

    - The products must keep their original characteristics and the packaging must not be damaged, in addition to what is necessary for a careful opening;
    - The products must be complete with all the parts that compose it and even with the respective identification tags.
    - Depending on the country where your order was delivered, the return due to cancellation of purchase may be subject to a return fee.

    Any exchange or return must comply with the remaining stipulations of our terms and conditions.
    We do not accept returns outside the periods mentioned. If you try to make a return after these dates, we may have to send it back to your address and charge the corresponding delivery costs.
    Returned items are the responsibility of the customer until they reach us, so please ensure that they are well packaged, correctly addressed and that they cannot be damaged in transit. We are not responsible for any items that are returned to us in error. If we are able to locate the items (which is not always possible) and you want them returned to you, you will be charged for their delivery cost.
    The refund will only be processed after receipt of the order at the company's headquarters and verification of its compliance.

  • Return Method

    REGISTERED CUSTOMER


    1st STEP: RETURN / EXCHANGE PROCESS


    Choose the item(s) you want to return/exchange.

    The client sends the respective item(s) to our adress, RAMOS & RAMOS LDA, Zona Industrial de Tomar, Rua E, Lote 7D, 2305-418 Madalena, together with a letter identifying the respective order / invoice and clearly explaining the item(s) the customer would like to return / exchange.

    If the value of the exchange items is higher than the value of the returned items, you will receive an email requesting the payment of the difference.


    2nd STEP: PUT THE ITEM IN THE BOX

    You can use the original packaging where you received the order or another cardboard box, as long as it is undamaged.

    If you use the original packaging, empty it and place only the item you want to return. Close the box and seal it with tape.

    If the box has any labels, stickers or other materials from previous shipments, remove them and stick the Return label, which was delivered with the order.


    3rd STEP: COLLECTION OF ARTICLE

    The transport company (CTT in Portugal) will go through the indicated option to make the collection.
    Collections are not made on holidays and weekends.


    4th STEP: REFUND

    After receiving and analyzing the product, SMF will inform the user of the refund to which he is entitled (if applicable). The refund of the amount paid will always be made using the same payment method used in the purchase.



    UNREGISTERED CUSTOMER

    The client sends the respective item(s) to our adress, RAMOS & RAMOS LDA, Zona Industrial de Tomar, Rua E, Lote 7D, 2305-418 Madalena, together with a letter identifying the respective order / invoice and clearly explaining the item(s) the customer would like to return / exchange.

    If the value of the exchange items is higher than the value of the returned items, you will receive an email requesting the payment of the difference.

  • Change by size or other items

    To exchange one item for another or to change the size of an item, please follow the steps in the Return Method.

    An item can only be exchanged for another of equal or greater value.

    In case of exchanging an item for a different one, any campaign/promotion earned in the original purchase will not be kept in the exchange, unless otherwise indicated in the respective promotional campaign.

    In this way, the campaign/promotion only remains in case of a change in the size or color of the article.
    Your products can only be exchanged once. If after the exchange order you are not satisfied, you can only return your order.

  • Return of Offers

    The return of a gift must be made by the person who offered/bought the item, accordingly to our return policy conditions.

    The exchange of a gift can be carried out by the person who received it, accordingly to our exchange policy conditions.