Exchanges and Returns

PUREWATER, LDA works every day to provide its customers with excellent service. This obviously includes our demanding and rigorous service policy, where every effort is made to meet the customer’s requirements.

By purchasing equipment from our online store at https://lisboa.drinkswater.pt or from our physical store, the customer is automatically covered by the satisfaction guarantee, which allows them to return or exchange equipment within the first 30 days (with the exceptions described in point b).

We would remind you that, with regard to the termination of contracts (commonly referred to as returns), there are elements in Portuguese legislation that differentiate online purchases (at a distance with shipment via carrier) from purchases made or picked up directly in a physical store.

Returns for purchases made in an online store

For purchases made in an online store and consequent delivery via courier, Portuguese legislation sets a 30-day period, after physical receipt of the items, during which it is possible to return them without the need to give the seller a reason. In these cases of free termination of contract, the postage and taxes resulting from this return will be borne by the consumer, as stipulated in Article 13(2) of Decree-Law no. 24/2014, of February 14.

Returns for purchases made in a physical store

For purchases made in a physical commercial space, Portuguese legislation does not establish the obligation of the selling entity (in this case PUREWATER, LDA) to accept the termination of the contract (commonly referred to as a return), if the respective item is in conformity.

In these cases, although Portuguese legislation does not oblige the seller to accept the return of the item purchased by the consumer, PUREWATER, LDA, as a courtesy to the customer, may, after rigorous analysis, accept this return within the first 14 days after purchase.

However, if PUREWATER, LDA accepts the return, the refund can only be made via a credit note. This credit note can be discounted in part or in full on new purchases from PUREWATER, LDA, either in the online store at https://lisboa.drinkswater.pt or in our physical store. These credit notes resulting from contractual resolutions are valid for 1 year from the date of issue.

Please note that in the case of online purchases, where the customer chooses to collect the goods by hand from our physical store, they will be subject to the legislation governing purchases made directly in a physical store and not the legislation governing purchases made online.

A) Conditions for accepting returns and exchanges

Although PUREWATER, LDA accepts returns and/or exchanges within the first 14 days for online store purchases, as mentioned above, returned equipment will only be accepted if it scrupulously complies with the following conditions:

A.1. – The returned item must be strictly intact and without any marks of use and/or damage(s);

A.2 – The item must be returned with its original packaging, manuals and accessories included;

A.3. – The item must be returned together with the original purchase invoice for that item. We will not accept returns, exchanges or refunds that violate one or more of the points described above.

B) Items not covered for Returns and Exchanges

There are items which, due to their nature or type and for reasons of hygiene, health, risk of contamination, manufacturer’s recommendations, etc., cannot be accepted for return or exchange, except those which have technical anomalies or manufacturing defects.

B.1 – Exchanges or returns of items with damaged packaging will not be accepted.

Refund methods for returns

If the customer wishes a refund, it will be made via bank transfer to the IBAN indicated with the return request.

PUREWATER, LDA will reimburse the amount paid for the item as soon as the technical condition of the product has been verified, as well as full compliance with the conditions described above (in section A). PUREWATER, LDA will not be held responsible for errors or mistakes in the IBAN indicated with the return request.

How to make a Return/Exchange

To start a return and/or exchange process, simply go to PUREWATER, LDA’s physical store with the item and the respective purchase invoice. If you are unable to visit our store, you can start the process online here, filling in all the fields and information required. Once you have completed the online form, you must send the item to us via courier at the address shown on our contact page.

PUREWATER, LDA would like to point out that if the item is in conformity, i.e. there is no justifiable reason for the return, the cost of the return postage will always be borne by the consumer.

Advice and tips

PUREWATER, LDA understands and respects the purpose of the legislation that allows the customer to take advantage of the so-called “cooling-off period”. However, this does not mean that the customer should carry out intensive research and inform themselves properly before making an online purchase. It is very important to make sure that the item you are buying meets all your expectations and that it will solve your problem or satisfy your needs.

That’s why we try to provide as much information and clarification as possible on the respective pages of each item available in our store. In addition, the Internet is nowadays a powerful tool for providing information and clarifying doubts.

Unfortunately, many of the return processes for online purchases are the result of some hasty action on the part of some customers. These processes end up entailing high associated costs and require the allocation of staff and resources to deal with them. These are all expenses that could be avoided and whose financial margin could be applied to even more advantageous prices for our customers.

For this reason, PUREWATER, LDA recommends the following measures before making any purchase:

E.1 – Always contact our services, we will be happy to help you.

E.2 – If you visit our physical store, ask our staff any questions you may have.

E.3 – Make sure that the item you are buying is exactly what you want.

E.4 – Search on search engines and watch videos of the product on YouTube.

E.5 – Ask friends, colleagues or family members who may have the same item.

E.6 – Open the packaging carefully after purchase, as this is essential if you need to return it.

E.7 – Always check the condition of the equipment, accessories and manuals inside the package.

Points E.6 and E.7 are extremely important in the case of returns and/or exchanges, since the more you respect these conditions, the easier the resolution will be for all parties involved (not applicable to items mentioned in points B.1 and B.2).