When you receive your order, you should always check that the item is in perfect condition, with no manufacturing defects or other anomalies. Do not accept your order if the packaging is visibly damaged or open. If you find that the item is not as expected, you should contact us as soon as possible so that we can exchange the item.
The exchange or return of any item must be made through the same channel as the purchase.
> Returns are accepted within a maximum period of 15 days from the date of delivery.
> The costs of returning the order are always the responsibility of the customer. For this reason, you will have the flexibility to choose the carrier or postal service you want. It is not necessary to send the products by express service.
> Customs clearance costs are the sole responsibility of the customer.
> Only returns of products that:
- have not been used or damaged;
- have the original label;
- are in perfect condition for sale and in their original packaging (if applicable) will be accepted.
To make a return, follow these steps:
Step 1 - Start the process in your Emegastore account (website):
Log in to your account;
Go to the Orders section;
Select the order;
Click on Return and follow the steps indicated.
Step 2 - Prepare the packaging:
Place the product(s) to be returned in a box/carrier bag (if possible, you can use the one we sent you);
Place the Delivery Note we sent with your order in the box/bag;
For international shipments, place the invoice in the box/bag;
Close the box/bag properly (we are not responsible for your shipments).
Step 3 - Send to the Emegastore address:
Vantagem Linear Lda
Rua da Rotunda, No. 220
4480-627 Vila do Conde
Portugal
Customer Support (WhatsApp): +351 966 766 666
Email: info@emegastore.com
Shipping by carrier: Shipping costs and all operations until we receive the item are the responsibility of the customer.
Rejection of returns
The main reasons for rejecting a return are as follows:
- The product was returned more than 15 days after the date of receipt of the order;
- The product was not sent in a secure box and the product is damaged;
- The item was sold as a pack and was not returned in its entirety;
- The product is not in perfect condition, exactly as it was sold. A return will be rejected if the product shows any damage, deterioration or dirt, evidence of use or any type of external or internal damage. Similarly, if the product box/packaging shows any damage (writing, tape or tampering), the return will not be accepted.
- If the product you wish to return was purchased as part of a promotional campaign and, for this reason, you benefited from a free gift, you must return not only the product in question but also the gift that was given to you with your purchase.
Complaints and Guarantees
Shipping Error
In the event of a shipping error caused by Emegastore/the carrier, the customer will be entitled to exchange/return the item and should contact Customer Support so that we can arrange for the item to be collected, with Emegastore assuming all costs for the exchange/return and new shipment.
Complaints due to Defects/Warranty (RMA)
If the product has a manufacturing defect or malfunction, the request must be made using the RMA form available on the website.
👉 RMA = Warranty/Technical Assistance
(Do not use for returns for personal reasons.)
The RMA request must include:
- Order or invoice number
- Description of the problem
- Photographs and/or demonstration video
After initial analysis, we may request that the product be sent for technical evaluation.
Shipping Costs
- If the defect is confirmed:→ Emegastore will cover the costs and send a new product or issue a refund.
- If the product is found to be free of defects after analysis:→ The shipping costs (round trip) and technical verification costs will be the responsibility of the customer.
Resolution Time
The time frame may vary between 30 to 60 days, depending on the technical analysis and the brand.
Warranty Policy:
Items from the brands we represent and partner with will be guaranteed in accordance with the brand's own Warranty Policy, while Emegastore brand products will be guaranteed in accordance with this brand's policy.
Warranty period: 3 years from the date of purchase/receipt of the goods.
Exclusions
Please note that defects or quality issues resulting from the following are excluded from the right to exchange/return or respective refund, whether the items are new or used:
- normal wear and tear;
- intentional damage, abnormal storage or conditions of use, accident, negligence on the part of the Customer or any third party;
- failure to use the products in accordance with the instructions for use;
- failure to wash/maintain the products in accordance with the washing instructions indicated by the brand, both for the product and for any associated customisations;
- any alteration or repair made by the Customer or a third party.
