Return Policy

Our customer may freely solve matters related to products purchased online at www.cacia.eu. The customer may do it autonomously through the following methods:

Order cancelation

The customer can cancel his order as long as it has not been shipped yet. To do so, access the customer area and check the status of your order. If the order has already been registered, please contact our customer support via web@cacia.eu or geral@cacia.eu so we can cancel the order free of charge.

If the order has already been shipped, simply don’t accept it. The package will then return to our warehouse. Upon receipt at our warehouse, we will begin our refund process.

The refund will be processed by the same mean as the payment and only after reception and verification of the good state of the product. Alternatively, the customer can choose to issue a voucher, valid for 12 months, for use in future purchases at CACIA. For more information, read Refunds. If the order is canceled after it has been shipped, we reserve the right to hold the customer responsible for the respective processing and expedition costs, in the amount of the shipping fees plus 5€ for the administrative and logistic processes.

Returns

The customer has the right to terminate the contract and return his order within the first 14 calendar days after its reception, complying with the following requirements:

Product(s) that aren’t as new won’t be accepted, which encompass: products not properly closed or sealed (depending on its origin), products that don’t have the original tag, that have scratches on the packaging or label, that have visible exterior damage, that have the carrier’s label attached to the product or that have an expiration date inferior to 30 days.

If the customer returns products that don’t meet the above-mentioned requirements, they will not be accepted, and the customer will have ten days to retrieve them at the CACIA warehouse. The costs of the retrievement will the borne by the customer. After checking that the products and packaging meet the return requirements, the customer should follow the next three steps:

1. The customer should pack the products in the original shipping box (removing all labels) or in a suitable shipping box, along with a copy of the invoice.
2. Seal the shipping box with heavy-duty industrial adhesive tape.
3. Send it to CACIA’s address.

The refund will be processed by the same mean as the payment and only after reception and verification of the good state of the product. For more information, read Refunds.

Refunds

Refunds will be made as soon as possible, and according to the payment.

Paypal

If the original payment was made through Paypal, the refund will be processed directly to the customer’s Paypal account. The sum will be made available by Paypal.

Credit Card

If the payment was made with a credit card, the refund is made after the cancelation of the payment transaction. This cancelation will be visible in the customer’s extract. For any doubts, the customer can refer to the bank/ issuing authority of the card with which the payment was made.

ATM (Multibanco)

If the payment was made through an ATM (Multibanco), the refund will be directed to the IBAN provided by the customer.

Besides the above-mentioned means, the customer can choose to issue a voucher, with an expiration date of 12 months, to use in future purchases on our website.

MBWAY

After the verification of the good condition of the products, the MBWAY refund of the original amount will be made within eight business hours.

Alternative Dispute Resolution

The alternative dispute resolution is the possibility that all consumers have to resort to official bodies who can help them solve or guide the resolution of any conflict, before opening any litigation in the courthouses.

By norm, the procedure is as follows: the customer can ask an impartial third party to act as an intermediary between him and the trader who is being targeted. The intermediary can propose a solution for the complaint, impose a solution on both parties, or gather the parties to find a solution.

You may know the alternative dispute resolution by a different name: “mediation”, “arbitration”, or “competent authority for the settlement of consumer disputes”. The alternative dispute resolution is, usually, less expensive, less formal, and faster than the judicial procedures.

Competent Authorities for the altermative dispute resolution:

CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

CIMAAL - Centro de Informação, Mediação e Arbitragem de Conflitos de Consumos do Algarve

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra

Centro de Arbitragem de Conflitos de Consumo de Lisboa

Centro de Informação de Consumo e Arbitragem do Porto

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral