TERMS AND CONDITIONS

1 - ABOUT US

The website www.manulena.com, hereinafter referred to as "Website" or "Manulena Website", is domiciled in Portugal and is owned by Manulena - Fabricação de Ceras e Velas, Lda., Rua Luís Camões 268, Apartado 62, 2485-901 Mira de Aire - Portugal, with the VAT number and registration number in the Commercial Registry Office of Porto de Mós of 502306424.

We recommend that you read this document carefully, as well as the Privacy and Quality Policies, before using the website. 

These documents may be changed from time to time, so it is your responsibility to read them periodically.

E-mail address: info@manulena.com
Telephone: 244 447 320 Call to national landline network

2 - TERMS AND CONDITIONS

2.1 - Terms and Conditions

The present terms and conditions regulate the use of and sales on the Manulena website. By placing an order on the website, you declare that:

• You are 18 (eighteen) years old or older;
  You have read and agree to the terms and conditions presented;
  You meet the legal requirements to contract and will use your own means of payment;
  You will not make fraudulent use of the website, contrary to law or good customs;
  You accept that the resolution of any dispute with the consumer will be done under Portuguese law, notwithstanding any provision to the contrary set forth in any EU Directive or international treaty.
  The goods acquired are not intended for trade or resale.

2.2 - Disclaimer

All information published on the Manulena website aims to provide the best service to its users, and this information is updated on a regular basis.

Manulena guarantees that all information is in conformity with the legislation in force in Continental Portugal and the Autonomous Regions of the Azores and Madeira. However, we cannot guarantee that this same content complies with the legislation in force in your jurisdiction.

We decline any kind of responsibility for any technical inaccuracies or typographical errors that may occasionally arise.

Manulena reserves the right to make any corrections and changes to the Manulena website, as well as to make modifications to the terms and conditions contained in this legal information, without the need for any prior notice.

The Manulena website is in accordance with international Internet standards and, therefore, if used correctly by the user, is protected against the existence of viruses.

Manulena does not ensure the possibility of use in other countries of all the contents that are presented in its website, thus it is expressly forbidden to access these contents from places where they are illegal.

2.3 - Description of Items

All the items presented in the Manulena website have descriptions and characteristics (such as dimension or weight),so that the user has a better perception of them.

The images included on the Manulena website are merely illustrative. The colours shown in the photographs may differ from the actual product, depending on the type of computer used, the colour settings, internet browser or other factors. However, these differences in no way affect the function or value of the product in question.

Should users require any further clarification about the characteristics of the products, they can contact us through the means shown on the contact page or through the pages on social networks.

2.4 - Privacy

All personal information provided by the user to the Manulena website will be processed with full responsibility and used only for the purpose of providing the best service to its users, and will not be used for any other purpose.

Manulena assures the website’s users that it does not share any personal information with third parties without the prior consent of said users.

For more information about privacy, please see our Privacy Policy.

2.5 - Unavailability of Stock

Manulena will do everything possible to ensure the availability of its products. If any product is not available at the moment, the website will provide this information to the user.

3 - PRICES AND METHODS OF PAYMENT 

3.1 - Prices

Manulena presents all prices on its website in euros (€),with the VAT rate in force in Portugal already included. However, the price shown does not include possible transport and shipping costs.

3.2 - Price Changes

Manulena reserves the right to make changes to the prices of products that are on sale on the Manulena website.

However, during the process of placing an order and its confirmation, the prices of the products will remain unchanged throughout the process.

3.3 - Means of Payment

On the Manulena website you can make payments in the following ways:

MB reference, MBway, Visa and Mastercard.

Manulena ensures that all transactions are encrypted and 100% secure and will be routed to protected online banking systems provided by EASYPAY (for payments made by Multibanco ATMs and MBway) and STRIPE (which accepts payments made by Visa and Mastercard).

Manulena will not store any card numbers or any kind of information obtained and related to the act of payment.

4 - NOTICES AND DELIVERIES

4.1 - Shipping Costs and Delivery Times

The shipping cost may be added to the value of the products ordered, under the terms regulated on this website. The consumer will be informed of the final price of their purchase, specifying the amount of the transport costs, at a moment prior to the conclusion of the order.

All orders placed on the Manulena website will be shipped through GLS and are subject to shipping costs mentioned in the purchase process. Orders will only be processed by the services from Monday to Friday, regardless of whether the user placed their order over the weekend or on a public holiday. Normal shipping time is 2-7 working days (following order payment confirmation). During the months of November and December, normal shipping time is 10 working days (following order payment confirmation).

Normal order delivery times may be subject to change during abnormal periods, such as sales and public holidays, holiday periods or periods of exceptional workload, during which delivery times may be slightly longer.

All orders need to be signed for on delivery by the person taking said delivery, in order to generate a "proof of delivery".

From the moment orders are shipped, Manulena cannot change their delivery address.

Continental Portugal

• Shipping costs are free for orders over €25 (twenty-five euros);
  For purchases under or equal to €25 (twenty-five euros),shipping costs will be borne by the user at a flat rate of €5 (five euros);
  Normal delivery time - 5 working days (following payment confirmation).

Azores and Madeira

• Shipping costs are free for orders over €25 (twenty-five euros);
  For purchases under or equal to €25 (twenty-five euros),shipping costs will be borne by the user at a flat rate of €5 (five euros);
  Normal delivery time - 2 to 7 working days (following payment confirmation).

4.2 - Free Shipping

There may sometimes be certain campaigns in which shipping costs are free, regardless of the place of delivery and the value of the order, this offer being applied upon completion of the order.

When any such campaign occurs, it will be clearly announced on the Manulena website.

4.3 - Important information

The abovementioned delivery times are indicative only, and do not consider any delays that may be caused by problems with payment authorisations or due to delays on the carrier´s part.

The transit times identified correspond to the time between the order leaving the warehouse and being received by the user, i.e., after processing the order for shipping.

4.4 - Tracking the shipping status of the order

Following confirmation of payment, all orders are shipped within 1 to 3 working days following payment and completion of the order. As soon as your order is shipped out, you will receive an e-mail from Manulena with tracking instructions and instructions on how to collect your order.

The shipment confirmation will include, in all orders, the indication of the carrier and the shipping number information.

With that information, you will be able to track the status of your order on the carrier's website.

In the event that the shipment suffers any delay, a new delivery date will be proposed. Should this new date not be convenient for you, you may request the cancellation of your order and you will be refunded for the amount spent within a maximum of 10 days.

4.5 - Shipments and collections

When registering on the website, you will have to indicate your personal details, including the address to which the order should be delivered. If you would like your order to be sent to an alternative address, please indicate this when completing your order. If you indicate this change after the order has left our premises, this will be subject to a charge.

Orders will be sent via GLS. Upon shipment, a bar code with a unique identification number is generated, allowing the order to be tracked using the Track & Trace service.

As GLS requires signing upon delivery of orders, you or your representative must be present at the delivery address upon delivery.

4.6 - Successful delivery of shipments

We request that, upon delivery of any and all shipments and BEFORE signing the delivery document, you inspect the box carefully.

If, upon delivery, the packaging appears to be tampered with, please sign the delivery document with reservations or else refuse delivery.

If you accept delivery of your order with reservations, or if you refuse it, you must immediately make a complaint to the carrier and contact Manulena via the e-mail info@manulena.com

4.7 - Undelivered Orders

Orders that are not delivered through fault of the user, including errors in the indication of the address or any other causes that make it impossible to deliver the order to the indicated address, will be returned to Manulena.

The costs of shipping and returning the order will be charged to the user, which will be deducted from any potential amounts to be refunded.

4.8 - Insurance

Manulena is responsible for the order during the transit period until the effective moment of delivery to the user.

Upon delivery of the order, the user must sign the document confirming receipt of said delivery, at which point responsibility is transferred to the user.

If, for delivery purposes, the user designates a recipient other than themselves, they will accept the signature of that third party as proof of delivery of the order and fulfilment of Manulena's obligations, as well as the transfer of responsibility.

4.9 - Force majeure

Manulena's compliance with its obligations may be affected in the event of force majeure. Cases of force majeure are, among others, situations of war, civil war, revolution, riot, government measures, strikes, blockades or natural disasters.

In such cases, the contract between the user and Manulena may be completely or partially terminated by either party, the user being refunded for all amounts.

5 - WITHDRAWAL AND RETURN 

a) Withdrawal

The user has the right to withdraw from the contract without justification within 14 (fourteen) working days.

This reconsideration period will begin on the day following receipt of the product(s) by the user or a representative appointed by them, in accordance with the document signed upon receipt of said product(s).

In order to facilitate the procedures for the return and refund of the amount to the user, the user is requested to make the material that is the object of withdrawal available to Manulena within a reasonable period of time, so as to facilitate the exercise of their rights and proceed with the material’s verification.

In order for the user to exercise their right of withdrawal, they must notify Manulena of the decision to withdraw from the contract in a clear statement by e-mail to info@manulena.com In this statement, you should mention the order and invoice number and the reference(s) of the item(s) you wish to return.

Upon receipt of this statement, Manulena will send the return instructions (procedures to be followed) by e-mail, together with information about the means of transport (carrier company) to be used.

In order for the period of free withdrawal to be upheld, it is necessary that the communication concerning the exercise of the right of withdrawal be sent before the end of the period granted for that purpose: that is, 14 (fourteen) days following receipt.

If you wish to withdraw from the contract, you will be refunded for all payments made, excluding return costs, without undue delay and, in any case, no later than 30 (thirty) days from the day on which the right of withdrawal was exercised. Manulena will refund the order through the same method of payment used in the initial transaction; in any case, the refund will not give rise to any additional costs.

b) Return of defective products

The Manulena team makes every effort to scrupulously check all items in order to detect any defects that may exist in them before proceeding with any shipment.

Manulena reserves the right to request photographic evidence in relation to defective items or goods that have been wrongly sent, for the purpose of refunding transport costs before authorising the return.

In the case of the return of items found to be defective, an inspection will be made upon receipt. Items subject to what is considered normal wear and tear will not be considered as defective. In order for the user to return defective item(s),they must notify Manulena by sending an e-mail to info@manulena.com

This statement should include the order and invoice number and the reference(s) of the item(s) you wish to return.

Upon receipt of this statement, Manulena will send the return instructions (procedures to be followed) by e-mail, together with information about the carrier company to be used.

If it is the case of a return of a defective item, Manulena, after receiving the product(s),will proceed to analyse said product(s) and inform the user of the procedures to follow. Manulena will replace the product, if there is available stock. If no stock is available, we will refund the order and shipping costs, if there were any. This refund of the order will be made through the same method of payment used in the initial transaction; in any case, the refund will not give rise to any additional costs.

c) Conditions for the return of item(s) due to contract withdrawal or for quality reasons (defective product(s)) and corresponding refund:

• The item should not have been used or altered in any way.
  When returning items, all original labels must be included, as well as packaging and other accessories, and these must be sent together with the order.
  Returns should be packed in the Manulena box used for shipping.
  If only part of the order is returned, Manulena will refund the amount paid by the user in due proportion.
  The user must return the item(s) through the carrier indicated in the e-mail sent by Manulena, and following the instructions indicated for that process.
  In the case of returns due to quality reasons, Manulena, after receiving the defective item(s),will proceed to analyse said item(s) to verify the quality problem in question.
  If Manulena is unable to replace the defective item(s),a refund will be made of the amount paid, in the same amount as that paid by the user, using the method of payment used originally.
  Should the order be totally or partially returned, Manulena will refund the amount paid by the user in due proportion.
  Please note that there may be variations in the refund processing time according to the credit card company.
  In the case of items whose return has not been previously authorised and/or have not been sent by the same carrier, as was indicated in the e-mail sent with the return instructions, Manulena reserves the right to refuse to receive the items.
  Should an unauthorised return be accepted, Manulena will deduct 10% of the item(s)’s value for the purposes of administrative costs.
  The return of items that do not comply with the procedures in the terms and conditions of the return policies will not be accepted by Manulena. These items will be returned to the sender to the original shipping address at the expense of the user.

5.1 - Alternative Dispute Resolution

In the case of a consumer dispute, the consumer can either use the European Online Dispute Resolution Platform, available at https://ec.europa.eu/consumers/odr, or contact Manulena at info@manulena.com, or the following competent Alternative Dispute Resolution (ADR) body:

Alternative Dispute Resolution (ADR):
Centro de Arbitragem de Conflitos de Consumo da Região de Coimbra (Coimbra District Consumer Conflict Arbitration Centre - CACRC)
Address: Avenida Fernão Magalhães, N.º 240, 1º, 3000-172 Coimbra
Tel.: +351 239 821 690
E-mail: geral@centrodearbitragemdecoimbra.com
Link: geral@ciab.pt | Web: https://www.centrodearbitragemdecoimbra.com
Link: https://www.ciab.pt | For more information, please visit the Portuguese Consumer Portal at https://cec.consumidor.pt/