Exchanges and returns for Online Store

Guaranteed Satisfaction

The guarantee is provided under the terms and conditions established by the manufacturer of the equipment and articles in question.

After the warranty period has elapsed, as well as in those situations in which the warranty is withdrawn due to the verification of a reason for its exclusion, the costs inherent to any technical repairs will be at the expense of the customer.

To enjoy the guarantee of the products purchased, you must keep the invoice delivered at the time of reception of your order.

 

Items for sale in our stores, including online, are guaranteed by important trademarks. Offering the highest quality and the best guarantee is our commitment to the customer.

 

If you are not satisfied when you receive your order, you have a period of 14 (fourteen) days from the date of receipt to exercise your right to exchange or return.

 

To make a return, contact us by email to: lojaonline.apoiocliente@pollux.pt 

 

You will be informed how to proceed. Do not send us your product for exchange or return without prior contact as it will be refused and returned to the sender. If Pollux assumes the exchange or return, the transport costs and responsibility will be your responsibility; otherwise, and if the return or exchange is solely at the customer's discretion, the cost and responsibility of transport will be at your own risk.

 

b) Terms of exchange and return:

To make an exchange or return, the product must be in perfect condition, in its original packaging and with the manuals, accessories or promotional offers included, and must be accompanied by proof of purchase.

 

Once the goods have been received in our warehouses and after checking their condition, the amount will be returned in accordance with the payment method made by the customer. In case of return of an item accepted by Pollux, if the purchase was made with a card, then the return to the customer will also be made on the card.

 

According to the procedures of Unicre and the different banking institutions, returns may take time to be credited to the account, in case of national cards, 2 to 7 days and in case of international cards, this period can go up to 14 days. Pollux is completely unrelated to this delay as it will make the return immediately, for which it cannot be held responsible.

 

In any case, defective products and wrongful shipments may be returned, and Pollux is responsible for the costs of shipping and collection, provided that the client reports this within 14 (fourteen) days from the date of receipt of the shipment, and the actual defect or mis-shipment is proven.

 

Pollux assumes responsibility for defects in origin or raw material of the purchased product and will repair, exchange or return the product at no cost to the client.

 

We do not accept the return of the product after it has been used. If the product has been altered or modified, Pollux shall not be liable for defects resulting from misuse, negligence, knocks, or force majeure, nor for components subject to wear and tear from normal use of the product.

 

The following products cannot be returned unless they are in their original sealed packaging, are defective, or were shipped incorrectly: pillows, items sold by the meter, covers and comforters, custom products, mattresses and mattress protectors.

 

To request an exchange, return or any additional clarification please contact us by sending an e-mail to: lojaonline.apoiocliente@pollux.pt 

 

You will be informed of how to proceed. Do not send us your product for exchange or return without prior contact as it will be refused and returned to sender. If Pollux accepts the exchange or return, you will be responsible for the shipping costs and liability; otherwise, and if the return or exchange is solely at your own risk, you will be responsible for the shipping costs and liability.

 

The request for exchange or return of a product must be communicated to Pollux SA preferably by email to lojaonline.apoiocliente@pollux.pt within 14 days and will only be accepted if the product is returned within 30 days from the date of receipt of the order and provided that the product is in proper and exact sales condition, with original packaging in perfect condition.

 

c) Complaints:

Our customer service will provide you with full assistance in possible complaints, within a maximum of 30 days. We will be brief in our analysis to resolve your complaint as quickly as possible.