Returns Policy - NYASERA

1. Scope

This policy applies to purchases made by consumers on nyasera.com and supplements the Terms and Conditions. It summarises your rights under Decree-Law no. 24/2014 (distance contracts) and Decree-Law no. 84/2021 (legal guarantee), which always prevail over any less favourable provision.

2. Right of Withdrawal (14 Days)

You may withdraw from the contract, without giving any reason, within 14 days from the date on which you receive the goods (or, for orders with several goods delivered separately, the last item). To exercise this right, inform us of your decision by means of an unequivocal statement, by email to [email protected] or by letter, and you may use the model form at the end of this page. It is sufficient to send the communication before the end of the period.

3. Exceptions

Under the law, the right of withdrawal does not apply, among others, to:

• goods made to your specifications or clearly personalised (for example, made-to-measure platforms and duvets);
• sealed goods which are not suitable for return due to health protection or hygiene reasons, if opened after delivery;
• goods which, by their nature, become inseparably mixed with other items after delivery.

We identify these situations on the product page and in the ordering process. The exceptions do not affect the legal guarantee of conformity.

4. Return Conditions

The goods must be returned in good condition, preferably in the original packaging and with their accessories, within 14 days after notification of the withdrawal. You may examine and try the goods as you would in a shop, but you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. For hygiene reasons, we advise using protection (for example, a protective cover) during the trial.

5. Return Costs

Unless otherwise stated before the purchase, the direct costs of returning the goods are borne by you. Where, by their nature, the goods cannot normally be returned by post (bulky products), the estimated cost and the conditions for collection will be indicated before the purchase and confirmed in the notification of withdrawal.

6. How to Proceed

1. Notify the withdrawal by email to [email protected], stating the order number.
2. We will confirm receipt and tell you how and where to return the product, or we will schedule a collection, where applicable.
3. Pack the product carefully and hand it to the carrier or wait for collection.
4. Keep the proof of shipment or collection.

7. Refunds

We refund all payments received, including standard shipping costs (but not the additional costs of more expensive delivery options you may have chosen), within a maximum of 14 days after we are informed of your decision. The refund is made using the same payment method used, at no additional cost to you. We may withhold the refund until we have received the goods or until you provide proof of shipment, whichever occurs first.

8. Defective or Non-Conforming Products

If the product has a lack of conformity, the 3-year legal guarantee applies. Contact us, describing the situation and, if possible, with photographs. You are entitled, free of charge (including transport and labour costs), to have conformity restored by repair or replacement, within a reasonable time and without major inconvenience, or, under the law, to a price reduction or termination of the contract. This guarantee does not depend on the right of withdrawal and applies even to made-to-measure products.

9. Transport Damage

Check the condition of the packaging and the product at the time of delivery. If you detect damage, note a reservation on the carrier’s document and notify us immediately, with photographs, ideally within 48 hours, so that we can activate the insurance and resolve the matter quickly.

10. Cancellation Before Shipment

You may request cancellation of the order before it is shipped by writing to us. We will refund the amount paid. For made-to-measure products already in production, cancellation depends on the manufacturing stage and is assessed case by case, without prejudice to your legal rights.

11. Contacts and Complaints

Customer support: [email protected]. We provide an electronic Complaints Book (Livro de Reclamações) at www.livroreclamacoes.pt. Information on alternative dispute resolution on the Consumer Portal: www.consumidor.gov.pt.

12. Model Withdrawal Form

(Complete and send this form only if you wish to withdraw from the contract.)

• To: Contemporary Constellation - Consultoria e Gestão Unipessoal, Lda., Travessa João Paulo II, 48, 4400-479 Vila Nova de Gaia, Portugal, [email protected]
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:
• (*) Delete as appropriate.