1. Cancelling the order before shipment:
a) You may cancel your order within 48 hours, provided your merchandise has not left our warehouses. To do so, you must contact us using the email info@backhome.online stating the order number, the reference of the product and the reasons for the cancellation.
b) If your order is already in transit (in other words, if the merchandise has already left our warehouses), the cancellation will be handled as a return and the user shall have to pay the costs associated to it.
2. Right of withdrawal (Free termination):
a) Pursuant to article 10 of the Portuguese DL nº24/2014, of February 14th, if the user verifies that the product does not correspond to his/her expectations, he/she may return it within a maximum of 14 (fourteen) days from its reception, without needing to give a reason.
b) We do not, however, accept returns of: any product that was completely or partially assembled, altered and/or used;
c) For the return by free resolution, the product must remain in its original packaging and include all the accessories and instructions of use that come with the product.
d) The return may be carried out through the online store, by sending an email to info@backhome.online. It is important to always enclose a copy of the invoice as well as pictures that prove that the article has not been assembled and is intact, as well as its packaging. BACKHOME has up to 24 hours to confirm the reception of the resolution statement in a durable medium. Our services will contact you later to decide on the process of purchase contract termination.
e) In this case of free termination, the return costs are always the responsibility of the user (even if the order was placed during a discount period where shipping was free). In other words, the return cost will be equivalent to the shipping expenses without any type of discounts or sales.
f) The reimbursement, when applicable in case of free termination, will be carried out after the validation of the compliance with the previously described return conditions, BACKHOME having a deadline of up to 14 (fourteen) days to this effect, from the moment it receives the returned articles. The reimbursement is carried out in the same method of payment chosen for the purchase (if the user pays using a “multibanco” reference number, he/she shall have to provide his/her bank data to our customer service upon the opening of the return process). Please take into account that it may take some time before the transfer actually appears on your bank account, this fact depending on the method of payment.
3. Return/exchange due to a manufacturing defect.
a) The user has the right to return the delivered products if he/she verifies that they have defects or other non-conformities compared to the ordered products.
b) Should he/she receive any product with defects, or missing pieces, the user must act in one of the following ways: communicate it to BACKHOME through the contact form available in our online store or by email with confirmation of delivery and reading within 30 (thirty) days from the reception of the order, explaining the occurrence, presenting the invoice and the reference of the product.
c) After being contacted by the user, and if the complaint is justified, BACKHOME will analyse the case and determine whether to carry out a replacement of the product, of the pieces, or any other type of solution.
d) BACKHOME points out that it will not be possible to process the return if the damaged product is totally or partially assembled, altered, and/or used. In that case, we shall only send the missing pieces, or replace the defective pieces.
e) Should BACKHOME authorize the return of the article, it should be returned integrally in its original packaging and with all the existing pieces. If the user uses another type of packaging that does not ensure the perfect condition of the product during transport, our services reserve the right to decline the return.
f) Should the product present a manufacturing defect, the cost of transport associated with the return of the merchandise is the responsibility of BACKHOME. The reimbursement, when applicable will be carried out after the validation of the compliance with the previously described return conditions, BACKHOME having a deadline of up to 14 (fourteen) days to this effect, from the moment it receives the returned articles. The reimbursement is carried out in the same method of payment chosen for the purchase (if the user pays using a “multibanco” reference, he/she shall have to provide his/her bank data to our customer service upon the opening of the return process).
4. Return/Exchange for damages caused by transport:
a) Upon receiving the product(s), the user must always verify if the packaging and the general state of the article are in perfect conditions. Should you notice that something is damaged, you may refuse the delivery or, if you accept it, write imperatively on the merchandise reception document of the courier, all the evidence found, under penalty of the claim being later on declined by BACKHOME. It is of the utmost importance that the user mentions any potential fact in this reception document, to avoid a possible complaint as well, since it is the only way the courier will be able to activate the transport insurance.
b) If the user wants to issue a complaint for damages on the product caused by transport, he/she has 48 hours from the date of its reception to do so. After this period, BACKHOME shall not be liable for any damages that may have occurred during transport.
c) After analysing the case, BACKHOME shall contact the user to determine whether to carry out the replacement of the product, a reimbursement, or another type of solution. The reimbursement, when applicable, will be carried out after the validation of the compliance with the previously described conditions, BACKHOME having a deadline of up to 14 (fourteen) days to this effect, from the moment it receives the returned articles. The reimbursement is carried out in the same method of payment chosen for the purchase (if the user pays using a “multibanco” reference, he/she shall have to provide his/her bank data to our customer service upon the opening of the return process).
