FAQ
Is it safe to buy online?
Once an order has been processed, all purchases from that moment on are done under a secure connection that guarantees the confidentiality of all data.
In accordance with our security and confidentiality guarantee, we at Pollux are committed to offer our clients the highest level of security and protect the confidentiality of their data.
Thus, purchases are made on a secure server and all communications are transmitted under encryption, which guarantees the highest level of protection.
In accordance with our security and confidentiality guarantee, we at Pollux are committed to offer our clients the highest level of security and protect the confidentiality of their data.
Thus, purchases are made on a secure server and all communications are transmitted under encryption, which guarantees the highest level of protection.
Are all the articles on Pollux’s physical stores available online?
The product offer in the online store is independent from the physical stores and therefore does not always coincide. Due to the variety and diversity of products in the physical Pollux stores, we are not yet able to have the same offer in our online store.
In case we do not have available any of the products you have ordered, you will be informed of the cancellation of your order and will be entitled to a refund of all amounts paid.
We work daily to provide correct and updated information about our online product catalog, but we cannot always fully guarantee it. When discrepancies occur between the information presented on the website about a particular product and the actual characteristics of the same, the customer is entitled to terminate the contract with the return of all amounts paid.
In case we do not have available any of the products you have ordered, you will be informed of the cancellation of your order and will be entitled to a refund of all amounts paid.
We work daily to provide correct and updated information about our online product catalog, but we cannot always fully guarantee it. When discrepancies occur between the information presented on the website about a particular product and the actual characteristics of the same, the customer is entitled to terminate the contract with the return of all amounts paid.
Are the prices of articles in Pollux’s physical stores the same as the online store?
That is our goal, however, the prices shown may also be subject to errors, although unwanted and intentional.
If at the time of shipping your order a difference is detected and if it is higher, we offer you the option to accept the new offer or not.
Prices and product specifications are subject to change without notice.
If at the time of shipping your order a difference is detected and if it is higher, we offer you the option to accept the new offer or not.
Prices and product specifications are subject to change without notice.
What means of payment are accepted?
It is possible to pay with:
• Bank transfer through NIB: 0033 0000 0023 4736 412 05
• Credit Card - VISA or MasterCard.
• MBWAY
• ATM reference
• Client Card
• Gift Card
• Credit Note/Voucher
• Bank transfer through NIB: 0033 0000 0023 4736 412 05
• Credit Card - VISA or MasterCard.
• MBWAY
• ATM reference
• Client Card
• Gift Card
• Credit Note/Voucher
Can I pick up my order a tone of Pollux stores?
Yes, when you place your order you can choose to have your order shipped to your nearest Pollux store and then pick it up in one of our physical stores. This option is free of charge but depends on the stock in the store. Therefore, please wait for an email confirmation that your order is available for pickup before you go to the store.
I did not receive my order in the expected time, what should I do?
When you finalize your order, you are given a number that will serve as a reference for any consultation/complaint you may need to make. At the same time, you will also receive a confirmation e-mail with the details of your order.
If you have not received your order within the allotted time, it is possible that it has not been correctly registered (please check that you have received the confirmation e-mail) or that you have given us incorrect address details. In this case we ask you to check the details of your order and to contact us if you notice any inaccuracies.
If you have any questions, please contact us at lojaonline.apoiocliente@pollux.pt.
If you have not received your order within the allotted time, it is possible that it has not been correctly registered (please check that you have received the confirmation e-mail) or that you have given us incorrect address details. In this case we ask you to check the details of your order and to contact us if you notice any inaccuracies.
If you have any questions, please contact us at lojaonline.apoiocliente@pollux.pt.
Do the products have guaranty?
Yes, there is a 3-year warranty for general consumer goods starting from the date of delivery, provided under the terms and conditions established by the manufacturer of the equipment in question and always in accordance with the general legislation in force.
Please take into consideration that:
1. In the first 2 years the burden of proof of conformity lies with the seller.
2. In the 3rd year, it is the buyer who must prove that the non-conformity was not caused by incorrect use.
Deficiencies caused by negligence, improper use or handling, non-compatible voltage, incorrect installation not performed by an authorized Technical Service, or materials subject to wear and tear from normal use are not included in the warranty.
In situations that justify the use of the warranty, it will be opted for the repair, replacement of the item or return under the terms legally established.
The warranty will lose its value:
• If some of the data in it or in the proof of purchase is modified, altered or replaced.
• If the identification number or the device itself under warranty is manipulated or repaired without the knowledge of the technical service.
• If you do not have the stamp or proof of purchase from the sales outlet.
To make use of your warranty, it is essential to present the warranty certificate together with the proof of purchase.
Please take into consideration that:
1. In the first 2 years the burden of proof of conformity lies with the seller.
2. In the 3rd year, it is the buyer who must prove that the non-conformity was not caused by incorrect use.
Deficiencies caused by negligence, improper use or handling, non-compatible voltage, incorrect installation not performed by an authorized Technical Service, or materials subject to wear and tear from normal use are not included in the warranty.
In situations that justify the use of the warranty, it will be opted for the repair, replacement of the item or return under the terms legally established.
The warranty will lose its value:
• If some of the data in it or in the proof of purchase is modified, altered or replaced.
• If the identification number or the device itself under warranty is manipulated or repaired without the knowledge of the technical service.
• If you do not have the stamp or proof of purchase from the sales outlet.
To make use of your warranty, it is essential to present the warranty certificate together with the proof of purchase.
How can I request technical assistance for a product?
To request technical assistance within the warranty period of your equipment, please send us an email to lojaonline.apoiocliente@pollux.pt with the respective purchase invoice.
In the case of out-of-warranty equipment, please go to one of our stores with the equipment in question so that we can send it to the repair center or directly contact the brands' technical assistance centers. See the manufacturer's website for more information.
In the case of out-of-warranty equipment, please go to one of our stores with the equipment in question so that we can send it to the repair center or directly contact the brands' technical assistance centers. See the manufacturer's website for more information.
Can I return products purchased online?
Most products purchased from Pollux can be returned. There are some exceptions to the right of return. Please refer to the question "Which products cannot be returned?".
If upon receipt of your order you are not satisfied, you have a period of 14 days from the date of receipt to execute your right of exchange or return. We emphasize that to make exchanges and returns, the articles must not have been used and must be in perfect commercialization condition, with all its elements and packaging intact.
To do so, send an e-mail to lojaonline.apoiocliente@pollux.pt and you will be informed of the available options. Do not send us your product for exchange or return without prior contact because it will be refused and returned to the sender.
It is considered for return purposes that the good must be in proper conditions of use, showing that it has not been used or its packaging violated or damaged.
The products packaged, sealed or with protective film placed by the manufacturer may be handled in our physical stores only to inspect the nature, characteristics and operation of the good, so the unpacking, violation of sealing or removal of the protective film placed on the product by the manufacturer will imply the responsibility of the customer for the respective price because it is considered that the good is no longer in the proper conditions of use presented by the manufacturer and / or has suffered substantial depreciation that makes it unfeasible to use by exceeding the handling normally allowed in the establishment, putting in question, irreparably, the initial characteristics of the good.
The product to be returned must have all accessories and documentation. In the case of a product with an associated offer, the offer must also be returned.
Failure to comply with any of the conditions will result in the exclusion of the right of free resolution or payment of the price for not being returned in the proper conditions of use or its depreciation.
Make sure, at the time of return, that you do not include any product purchased in another store. We remind you that we will not be responsible for it, and neither the item nor any corresponding amount will be returned.
Note that only Home Delivery orders can be returned from your address, by scheduling the pickup of your purchase through the email lojaonline@apoiocliente@pollux.pt
We will not refund shipping costs when a purchase is returned in whole or in part, unless the entire order has been delivered by mistake or damaged, in which case Pollux will be responsible.
If upon receipt of your order you are not satisfied, you have a period of 14 days from the date of receipt to execute your right of exchange or return. We emphasize that to make exchanges and returns, the articles must not have been used and must be in perfect commercialization condition, with all its elements and packaging intact.
To do so, send an e-mail to lojaonline.apoiocliente@pollux.pt and you will be informed of the available options. Do not send us your product for exchange or return without prior contact because it will be refused and returned to the sender.
It is considered for return purposes that the good must be in proper conditions of use, showing that it has not been used or its packaging violated or damaged.
The products packaged, sealed or with protective film placed by the manufacturer may be handled in our physical stores only to inspect the nature, characteristics and operation of the good, so the unpacking, violation of sealing or removal of the protective film placed on the product by the manufacturer will imply the responsibility of the customer for the respective price because it is considered that the good is no longer in the proper conditions of use presented by the manufacturer and / or has suffered substantial depreciation that makes it unfeasible to use by exceeding the handling normally allowed in the establishment, putting in question, irreparably, the initial characteristics of the good.
The product to be returned must have all accessories and documentation. In the case of a product with an associated offer, the offer must also be returned.
Failure to comply with any of the conditions will result in the exclusion of the right of free resolution or payment of the price for not being returned in the proper conditions of use or its depreciation.
Make sure, at the time of return, that you do not include any product purchased in another store. We remind you that we will not be responsible for it, and neither the item nor any corresponding amount will be returned.
Note that only Home Delivery orders can be returned from your address, by scheduling the pickup of your purchase through the email lojaonline@apoiocliente@pollux.pt
We will not refund shipping costs when a purchase is returned in whole or in part, unless the entire order has been delivered by mistake or damaged, in which case Pollux will be responsible.
What products can’t be returned?
The right of withdrawal does not apply:
- To the provision of services, when the service has already been provided in its entirety or when the provision of the service has already begun, with prior express consent of the consumer and user, and with his full recognition and awareness, that once the contract has been fully provided by the company, he loses the right to withdraw. Examples of this are delivery, assembly, disassembly, installation and home collection of items.
- The supply of goods or services whose price depends on fluctuations in the financial market outside the company's control and which may occur during the withdrawal period.
- The supply of goods created according to the consumer's and user's specifications or clearly personalized.
- the supply of goods which are liable to deteriorate or expire rapidly
- The supply of goods which cannot be returned for reasons of health protection or hygiene, or which have been opened after delivery. It is understood that the above-mentioned exclusion applies to packaged products or products with protective film which are found to have been opened or tampered with
- The purchase of furniture, sofas, bases and shower cabins in case the product has already been assembled or used and is not in its original packaging or in perfect condition, or in the case of products produced by the corresponding supplier, upon confirmation of payment of the order placed (since it is a customized product). It is recommended to check in advance that all accesses have the necessary measures for the delivery of the product. We also inform you that product photos may vary slightly in tone or contrast according to lighting conditions at the time they were captured or by different types of monitors.
- The purchase of mattresses, pillows, protectors and covers, for reasons of hygiene and the nature of the product since it is sealed in the factory. If the plastic wrapping or protective cover of the product is opened, the consumer loses his right to free termination of the supply contract, and the return of the product is no longer accepted.
- To the supply of goods that after their delivery and considering their nature, have been inextricably mixed with other goods.
- Seasonal items. If the client is not satisfied with the article he/she bought, he/she may exchange (and not return) it for another article of the same family, within the same model, or of a different model, as long as the value is equal or higher than the initial article. The exchange will only apply upon presentation of the receipt and the item properly labeled and unused. The exchange of the article will be subject to verification by the central warehouse (in case it is an online exchange) or by one of our stores), once all conditions are met, we will proceed accordingly.
- To the provision of services, when the service has already been provided in its entirety or when the provision of the service has already begun, with prior express consent of the consumer and user, and with his full recognition and awareness, that once the contract has been fully provided by the company, he loses the right to withdraw. Examples of this are delivery, assembly, disassembly, installation and home collection of items.
- The supply of goods or services whose price depends on fluctuations in the financial market outside the company's control and which may occur during the withdrawal period.
- The supply of goods created according to the consumer's and user's specifications or clearly personalized.
- the supply of goods which are liable to deteriorate or expire rapidly
- The supply of goods which cannot be returned for reasons of health protection or hygiene, or which have been opened after delivery. It is understood that the above-mentioned exclusion applies to packaged products or products with protective film which are found to have been opened or tampered with
- The purchase of furniture, sofas, bases and shower cabins in case the product has already been assembled or used and is not in its original packaging or in perfect condition, or in the case of products produced by the corresponding supplier, upon confirmation of payment of the order placed (since it is a customized product). It is recommended to check in advance that all accesses have the necessary measures for the delivery of the product. We also inform you that product photos may vary slightly in tone or contrast according to lighting conditions at the time they were captured or by different types of monitors.
- The purchase of mattresses, pillows, protectors and covers, for reasons of hygiene and the nature of the product since it is sealed in the factory. If the plastic wrapping or protective cover of the product is opened, the consumer loses his right to free termination of the supply contract, and the return of the product is no longer accepted.
- To the supply of goods that after their delivery and considering their nature, have been inextricably mixed with other goods.
- Seasonal items. If the client is not satisfied with the article he/she bought, he/she may exchange (and not return) it for another article of the same family, within the same model, or of a different model, as long as the value is equal or higher than the initial article. The exchange will only apply upon presentation of the receipt and the item properly labeled and unused. The exchange of the article will be subject to verification by the central warehouse (in case it is an online exchange) or by one of our stores), once all conditions are met, we will proceed accordingly.
