Refund policy

The following terms and conditions apply only to purchases made on   www.frasastore.com.

Right of Withdrawal

Having purchased an item on frasastore.com, you have a period of 14 days from receipt of the order to return it, in accordance with the right of withdrawal provided for in Decree-Law No. 24/2014 of 14 February. This may be done provided that the following conditions are met:

• Presentation of the purchase invoice.
• The product must be returned in the same condition in which it was sold – without scratches, external damage, or signs of use, in perfect working condition, packed in its original packaging and accompanied by the instruction manual and all accessories.

To do so, the Customer may go to our showroom ( Rua da Regedoura 396,  4415-517 Grijó, VNG – Portugal), or contact FRASA customer support (227 471 550), who will provide all the necessary information regarding the exchange process. Under no circumstances should the Customer send items to FRASA without prior contact, as they will not be accepted.

In order to exercise the right of withdrawal, the Customer must inform our showroom or FRASA customer support, using the contacts indicated above, of their decision to withdraw from this contract by means of an unequivocal statement (for example, a letter sent by post, fax, or email).

In the event of exercising the right of withdrawal, the Customer shall bear the full cost of returning the goods, except for those that cannot be returned by normal post. In the case of goods that, by their nature, cannot normally be returned by post, the Customer must bear the direct costs of such return, which are associated with the shipping costs shown in the order dispatch cost table.

Return process

The Customer must return the goods without undue delay and no later than 14 (fourteen) days from the day on which they informed FRASA of the withdrawal from the contract. The deadline shall be deemed to have been met if the goods are returned before the expiry of that 14 (fourteen) day period.

After contacting FRASA customer support and receiving the return instructions, the item may be sent properly packed, in its original packaging, to the following address:

FRASA
Rua da Regedoura 396
4415-517 Grijó, VNG – Portugal

All items will be inspected upon arrival at our service department and only those that comply with the return conditions will be accepted for exchange or refund.

Customer-contracted telephone support services are not eligible for reimbursement of the amounts paid.

In the event of a return, if the Customer opts for a refund, FRASA informs that:

Refunds are always made via bank transfer, and therefore the Customer must provide their IBAN so that the refund can be processed more quickly, or via a digital gift card, according to the Customer’s expressed preference. In the case of returning an item paid for with a Gift Card, the amount will be refunded in the form of a digital gift card.

In the event that the Customer has received damaged items or items with technical issues, FRASA will arrange for collection at the location indicated by the Customer, within the same delivery area as the original order, at no cost to the Customer.

FRASA reserves the right not to accept items that do not comply with the return conditions.

Refunds will only be processed after verification of the product’s condition.