Returns
According to the EU law, the consumer has the right to return the product (cancel the contract) 14 days after receiving the product(s).
In order to return the product, the product must not have been used and must be in the same condition as the customer received it. The product must also be in the original packaging without having been used or with signs of use. Example: Opening the original package, opening the package where the order was placed.
To make the return, present the receipt or proof of purchase.
Refunds
Our refund policy is 14 days. After 14 days of delivery of the purchased product, unfortunately it is not possible to request a refund, exchange or return.
The amount for sending the order will not be refunded if the customer has missed the period for collecting the product at the post office. Or that, by other means, it has not been able to pick up or be present to receive the order within the deadlines established by CTT and/or carriers.
In certain cases, only partial refunds will be issued (when applicable):
- Any product that is not in its original condition, damaged or missing parts, not due to any error on our part.
- Any product that is returned more than 14 days after delivery date.
Refunds (where applicable)
Once the return item is received and verified, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed. We will automatically issue the credit to your credit card or payment method for the purchase within a few days or NIB as agreed between the parties.
A RARA purchase will only be refunded after RARA has received the product(s) from the customer. Any order still in transit by courier/carrier to the customer will not be refunded until the customer, once the order has been received, returns the product(s).
Refund is late or not received (where applicable)
- If you still haven’t received a refund, first check your bank account again.
- Then please contact your credit card company as it may take some time for the refund to be released.
- Then contact your bank. There is usually a processing time before posting a refund.
- If you have checked all these steps and have not yet received a refund, please contact us at vendas@rarawater.com.
Exchanges (where applicable)
We only exchange products that are defective or damaged. If you need to exchange it for the same product, send an email to vendas@rarawater.com and send your product to:
Rua Angra do Heroismo, 7 – 1 DTO
2605-711 Casal de Cambra – Sintra
Portugal
Shipping
To return the product, you must send it to:
Rua Angra do Heroismo, 7 – 1 DTO
2605-711 Casal de Cambra – Sintra
Portugal
The Customer is responsible for paying for shipping to return the product. We do not refund the shipping cost. Except if: The refund is given due to our error (Example: Product damaged.)
If you are sending us a product over €75, please consider contracting a shipping service with tracking or shipping insurance.
Conflict Resolution
You can appeal our decision in accordance with the law. To do this, go to the Alternative Consumer Dispute Resolution Entity (RAL) based at:
Rua de Santa Marta, 43-E, 1°C
1150-293 Lisbon – Portugal
Telephone: (+351) 213 177 660
