RETURN AND EXCHANGE POLICY

1. Every time an Order is placed, the Buyers are required to read and accept the Cubanas “Shipping, Return and Exchange Policy” and are not allowed to complete and Order without this information being read and accepted.

2. For purposes beyond those set forth in Item 1 above, the Buyers will find in the “Order Area” in the Cubanas website all means required to exercise his/her legal rights, and the Buyer can check, at any time, the status of his/her Orders in real time and, at that moment, choose to exercise his/her “free resolution right” concerning the Product(s) included in such Order, in case the requirements for exercising such right are met.

3. Without prejudice to the information set forth in Decree-Law No. 24/2014 of 14 February, the Buyers (unless upon agreement of the parties) shall not return the Order in the event it is related to (ii) sealed Products that are not meant to be returned, for health protection or sanitation purposes, when opened after delivery; (iv) Products that, after delivery and by nature, become inseparable once mixed with other ceramic goods or Products. The exercise of the “free resolution right” will be as follows:

 

3.1. In case the consumer wishes to return an Order, according to his/her free resolution right, Cubanas will reimburse the Buyers with the same amount paid by them for the product. Under the Law, the Buyers have 14 (fourteen) days from the date the products are received to decide whether or not they like such products, and in case they don’t they can return such products and will be reimbursed through the payment method used to place the order, except bank transfer. The Buyer shall send an email to support@cubanas-shoes.com or use the message box available in the website “Order Area” to express his return intent and reason. The Buyers shall bear the shipping cost associated with returning the product and send the product in a closed package (the original package can be used). Customer service will send the instructions on how to return the order(s) to the supplier(s). Please do not return the order before receiving said instructions;

 

3.2. For more information, you can always contact the Cubanas Online Store via the email address support@cubanas-shoes.com. In case the free resolution right is exercised by the Buyer when returning an order, if the order shows signs of use or inappropriate handling, the returning order will be refused. Customer service will send the instructions on how to return the order(s) to the supplier(s). Please do not return the order before receiving said instructions;

 

3.3. In case the consumer wishes to return an Order due to non-compliance, when comparing the product ordered with the product delivered, defect or damage – all products are covered by the manufacturer or brand warranty – the Buyer shall report it within 48 hours, indicating the Order number and giving a brief description of the non-conformity, defect or damage by email to support@cubanas-shoes.com, or by calling the telephone number 00351 918268549, from Monday to Friday, 9.30 AM to 6.30 PM. The costs associated with the product return or collection within the warranty period will be borne by Cubanas, provided that Cubanas instructions are observed. If the products show visible signs of use or inappropriate handling, the returning product(s) will be refused.

 

3.4. In case the Buyer wishes to exchange the product, he/she must inform that in an email to support@cubanas-shoes.com and explain the reason for such exchange as well as indicate which product he/she wishes to exchange it for and, in this case, he/she must duly pack such product which must be in perfect condition. Customer service will send the instructions on how to return the order(s) to the supplier(s). Please do not return the order before receiving said instructions; 

 

3.5. The Buyer must choose another product. In this case, the Buyers will pay for all shipping costs to return one product and receive the other. Such products shall be returned and delivered by mail. Careful measures shall be taken when returning such product so that they remain in a good condition (selling condition) and it must be returned in the original package. Accordingly, if the package is damaged and the returning product is deemed to have been worn, we will not accept it. All goods shall be reviewed by the supplier and only after that and after meeting the conditions aforementioned the goods may be accepted.