Refund policy

Warranty Policy

At Orlando, our commitment is to your satisfaction and the quality of the products we deliver. Below, we detail how our warranty works, in accordance with the Consumer Protection Code (CDC).

1. Warranty Periods

We offer a warranty against manufacturing defects on all our products, divided as follows:

Guarantee Policy 2nd Lif€ 🐦‍🔥

1. Scope: All products sold in second-hand condition benefit from a conformity guarantee.
2. Term: By mutual agreement between the parties, under the contractual freedom established at the time of the execution of the purchase and sale agreement, the warranty period granted is 18 (eighteen) months .
3. Counting: The aforementioned period begins on the date the customer receives the product, which must be proven by means of the shipping document or invoice.
4. Exclusions: The warranty does not cover damage resulting from misuse, negligence, normal wear and tear of the product, or unauthorized interventions by third parties.

2. What the Warranty Covers

The warranty is limited to:

• Manufacturing defects: Problems originating in the production process that prevent the proper use of the item.
• Material defects: Components that exhibit premature wear or breakage under normal use.
• Discrepancy in specifications: If the product received is technically different from what was advertised.

3. What the Warranty Does NOT Cover

Our warranty does not apply in cases of:

• Misuse: Damage caused by drops, impacts, exposure to liquids (except for waterproof products) or fire.
• Natural wear and tear: Signs of use, scratches, or fading resulting from age.
• Modifications: Products that have been opened, repaired, or modified by unauthorized third parties.
• Negligence: Failure to maintain the product according to the instructions in the manual.

4. How to Claim the Warranty

If you identify any problems, follow the steps below:

1. Send an email: Contact support at oorlandoo@outlook.co.uk with the subject "Warranty - Request #[Number]".
2. Evidence: Attach photos or a short video demonstrating the defect, along with a copy of the invoice or proof of purchase.
3. Assessment: Our team will review the case within 30 business days .
4. Product Shipment: If the request is approved for physical inspection, we will send you instructions for reverse logistics (the cost of shipping the first repair is covered by us by default).

5. Resolution and Deadlines

Once the product is received and the manufacturing defect is confirmed, Orlando may:

1. Repair the product (returning it in perfect condition);
2. Replace with a new one (identical model);
3. Generate a credit voucher (if the product is out of stock);
4. Refund the amount paid (if repair or replacement is not possible).

According to Article 18 of the Consumer Protection Code (CDC), we have up to 30 days to resolve the problem from the date we receive the item at our distribution center.

6. Contact

Still have questions? Talk to us:

• Email: oorlandoo@outlook.pt
• WhatsApp: +351 928313547
• Business Hours: Monday to Friday, from 9:00 AM to 6:00 PM.

We issue refunds and/or exchanges within the first 30 days of your purchase. If 30 days have passed since the date of your purchase, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

• Your item must be unused and in the same condition that you received it.
• The item must be in its original packaging.
• To complete the return, we require a receipt or proof of purchase.
• We only offer refunds for items sold at the regular price; items on sale cannot be returned.
• If the item in question was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange something for an identical item, please email us at oorlandoo@outlook.pt and send the item to:

Items Not Covered

The following items are not covered by the return policy:

• Gift cards
• Digital Products

Partial refunds are granted (if applicable).

• Any item that is not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Late or lost refunds

• If you haven't received a refund yet, check your bank account first. Then, contact your credit card company; it may take some time for your refund to be officially credited.
• If you have already done all of this and still haven't received your refund, please contact us at oorlandoo@outlook.co.uk

NOTES:

• Please do not send the product back to the manufacturer. It must be sent with prior notice to the following address: Rua da Capela, nº 12, 2º (2705-599) Fontanelas.
• You will be responsible for paying the shipping costs for returning the item.
• Shipping costs are non-refundable! If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your product to reach you may vary.
• Please note that we cannot guarantee that we will receive your returned item.