TERMS AND CONDITIONS

General conditions

Prices are exclusive only for products sold through the Online store. The photos are mostly representative and the real ones will be informed with "Real photo" Payment Methods National or International Bank Transfer Paypal Credit Card (via Paypal) Payment by Multibanco Payment by Credit Card is processed through the secure server from Paypal.

It is not necessary to have a Paypal account to use Credit Card as a payment method.

Expeditions

Items ordered online will be shipped via Nacex and CTT Correios de Portugal .

We ship to Portugal and Spain.

If your country is not on the list of countries that we provide in the form, send us an email to [email protected] .

The total amount to be charged, including postage, is shown in the last step of the ordering process, before completing the purchase. The order will be processed soon after receipt of proof of payment, and sent on the same day if it is confirmed by 12.00. - Deliveries are made on the business day following the pick-up at any point in the Iberian Peninsula.

Nacex Shipping

In the Nacex 19H service, deliveries are made between 9am and 6pm, however we know that 90% of the cargo is delivered by lunchtime. For shipments to the Portuguese Islands, Spanish Islands or International destinations, consult transit times to our email: [email protected] - Nacex does not charge for second deliveries or the respective re-delivery schedules with the recipient.

In the case of absent customers or customers without a form of payment, our drivers schedule a new delivery attempt by phone with the recipient, at no additional cost. Shipping of frozen food and live animals cannot be charged against delivery.

In case of problems with shipments made by Nacex, the shipment complaint must be made within the first 24 hours after delivery. To make a claim in this regard, it is necessary to provide a description of the delivery, and photographs with the damages and one with the Nacex shipping label, contacting us via e-mail: [email protected]. 

General for all carriers

Shipping of frozen food and live animals requires pre-booking of shipping and confirmation of the method for it. It is essential to check the goods upon receipt, with the presence of the employee of the transport company. In case of anomaly, it is necessary to report immediately to the same person who made the delivery, in order to activate the cargo insurance.

AquaOrinoco may choose another delivery method depending on the geographic location of the delivery address. Delivery times Orders are shipped on the same day or on the following business day, unless the item is momentarily out of stock, in which case we will contact the customer and stipulate a date for delivery according to supplier availability and delivery time. same. See the average delivery times for products in the table below.

Portugal (Mainland): 1 to 3 days

Portugal (Islands): 2 to 5 days (needs confirmation)

Europe: 3 to 7 days

Rest of the World: 7 to 14 days

Free shipping

We offer the value of postage for orders whose carrier is Nacex 19h/12h Portugal or Spain, and Nacex Vivos, with a value equal to or greater than €60 according to the following table:

NACEX 19h Portugal

	< 5 kg	> 5Kg	> 10Kg	> 15Kg	> 20Kg	> 25Kg
<60€	€4.90	5.25€	7.10€	8.35€	€10.80	13.85€
>60€	0€	0.36€	2.21€	3.46€	€5.91	8.96€
>120€	0€	0€	€1.85	€3.10	€5.55	8.60€
>180€	0€	0€	0€	€1.25	€3.70	6.75€
>240€	0€	0€	0€	0€	2.45€	€5.50
>300€	0€	0€	0€	0€	0€	€3.05
>360€	0€	0€	0€	0€	0€	0€

NACEX 12h Portugal

	< 5 kg	> 5Kg	> 10Kg	> 15Kg	> 20Kg	>25Kg
<60€	6.67€	7.21€	9.01€	€10.11	13.33€	14.53€
>60€	1.77€	2.31€	4.11€	€5.21	8.43€	9.63€
>120€	1.42€	1.96€	€3.76	4.86€	8.08€	9.28€
>180€	0€	0€	€1.91	€3.01	6.23€	7.43€
>240€	0€	0€	€0.66	€1.76	€4.98	6.18€
>300€	0€	0€	0€	0€	2.53€	€3.73
>360€	0€	0€	0€	0€	0€	€0.68

NACEX 19h Spain

	< 5 kg	> 5Kg	> 10Kg	> 15Kg	> 20Kg	>25Kg
<60€	13.80€	€19.60	€25.03	€31	€37.52	42.50€
>60€	8.90€	14.70€	€20.40	€26.10	€32.62	€37.60
>120€	8.55€	14.30€	€20.05	€25.75	€32.27	€37.20
>180€	6.70€	12.50€	€18.20	€23.90	€30.42	€35.40
>240€	5.45€	11.20€	16.95€	€22.65	€29.17	€34.10
>300€	€3	8.78€	14.50€	€20.20	€26.72	€31.70
>360€	0€	5.73€	11.45€	€17.15	€23.67	€28.60

NACEX 12h Spain

	< 5 kg	> 5Kg	> 10Kg	> 15Kg	> 20Kg	>25Kg
<60€	€19.20	€29.40	€39.07	47.70€	€60.09	€70.01
>60€	14.30€	€24.50	€34.17	€43.80	55.19€	€65.11
>120€	13.90€	€24.20	€33.82	€43.45	54.84€	€64.76
>180€	12.10€	€22.30	€31.97	€41.60	€52.99	€62.91
>240€	€10.80	€21.10	€30.72	€40.35	€51.74	€61.66
>300€	8.36€	€18.60	€28.27	€37.90	€49.29	€59.21
>360€	€5.31	€15.60	€25.22	€34.85	46.24€	56.16€

NACEX PLUS PACK SPAIN

	< 2kg	> 5Kg	> 10Kg	> 15Kg	> 20Kg
<60€	7.39€	€8.99	10.60€	11.27€	€1196
>60€	2.49€	€4.09	5.70€	6.37€	7.06€
>120€	2.14€	€3.74	5.35€	6.02€	6.71€
>180€	€0.29	1.89€	€3.50	4.17€	4.86€
>240€	0€	0.64€	€2.25	€2.92	€3.61
>300€	0€	0€	0€	€0.47	1.16€
>360€	0€	0€	0€	0€	0€

Orders with a value of less than €60 that contain live items will be increased by €4.00 for the packaging of live items.

This offer is only valid for mainland Portugal and Spain. 

Right of return

Return Rights Within the scope of its Customer Satisfaction Policy, and under the applicable legal terms, AquaOrinoco allows the exchange or return (termination of the contract) of the items, within 14 days from the date of receipt by the Customer, without payment and no need to state the reason.

To this end, the Customer must communicate his intention in writing, via email or letter, to customer support. Items must be returned within 14 days after receipt, accompanied by the original invoice (article 6 of DL 143/2001, of 26 April with the wording given by DL 82/2008, of 20 May). THE

Return and exchange of items must comply with the following conditions: Return of items in good condition, with complete original packaging and accompanied by the respective invoice; CDs, DVDs and Software in original cellophane sealed and with the IGAC seal intact;

Exchanges or returns of batteries, batteries are not accepted, except for non-compliance;

Telephone support services;

Maintenance or others contracted by Customers are not subject to reimbursement of amounts paid;

Custom item exchanges are not accepted according to the Customer's specifications;

After contacting customer support, and having given the return instructions, you must send us the item properly packed, with original packaging, to the address indicated by us. All items will be checked upon arrival at our service and will only be accepted for exchange or return those who respect the return conditions.

If you choose to return the amount, we inform you that: The refund is made by the same means of payment or in a shopping voucher, according to the customer's wishes. In the case of payment by bank transfer, we ask that you provide us with a NIB so that we can return it more quickly; Shipping costs to our address are borne by the customer. Shipping costs to our address are borne by the customer. The return will only be made after careful verification of the status of the product;

AquaOrinoco reserves the right not to accept items that do not comply with these conditions. Guarantee of Consumer Goods and After-Sales Assistance in DL 67/2003 of 8 April, with changes introduced by DL 84/2008 of 21 May All equipment is covered by a 2-year compliance guarantee. If the product purchased has a defect or malfunction, it must be communicated to customer support, stating the description of the malfunction.

In all cases, the costs of returning or collecting items and sending them back after repair within or within the Warranty period, will be borne by the customer, who must pay by bank transfer to the NIB listed in the payment methods.

Upon receipt of the item at our facilities, we will carry out the technical verification and, if the technical verification detects signs of misuse, and/or any problem that may have caused the item to malfunction (eg, fall, humidity, etc.) it will be contacted to let us know if you want us to repair the equipment, sending it to the brand's technical assistance.

In the case of goods beyond the warranty period, AquaOrinoco also provides technical assistance, so you can inform and send defective or defective items to customer support. The items will be analyzed by the After-Sales Service, which will issue a technical opinion and respective repair budget. The repair will only start after acceptance of the quote by the Customer.

Claim deadlines

Damaged item - Up to 14 days after receiving the order. Order loss - Up to 14 days after the shipment date. If you have any questions, please don't hesitate to contact us at [email protected].

Promotions

All promotions are valid from the announced date (on our website, newsletter, instant notification, or social media channels) and until out of stock or until the end date when indicated, except for typographical error.