Terms of service

Terms and Conditions and Privacy Policy
Frasastore


1. Company Identification

FRASA – Equipamentos de Cozinha & Energia, S.A.
 TIN: 509 655 939
 Head Office: Rua da Regedoura, 396, 4415-517 Grijó, Vila Nova de Gaia – Portugal
 Telephone: 227 471 550 (call to the national fixed network)
 Email: info@frasa.eu
 Website: www.frasastore.com
 Commercial Registration: [insert number, if applicable]
 Customer service hours: Monday to Friday, from 9:00 a.m. to 6:00 p.m.


2. Terms and Conditions of Sale

2.1. Scope and Acceptance

These Terms and Conditions govern the use of the Frasastore online shop and the sales carried out on the website www.frasastore.com , in accordance with applicable Portuguese legislation, namely Decree-Law No. 24/2014 (electronic commerce) and consumer protection regulations.
 By placing an order, the customer declares that they have read, understood, and fully accepted these Terms and Conditions, undertaking to comply with them. Acceptance must be formally completed before the purchase is concluded.

2.2. Definitions

  • Customer: Any individual or legal entity, of legal age and with legal capacity to contract, who places an order on Frasastore.

  • Contract: The purchase and sale agreement concluded after acceptance of the order by Frasastore.

  • Products: Goods marketed in the online shop, as described and illustrated on the website.

2.3. Orders and Availability

Orders on Frasastore are placed exclusively through the online shop available at www.frasastore.com , and are subject to the actual availability of products in stock at the time of order confirmation.

After submitting an order, the customer receives an automatic confirmation email acknowledging receipt, which does not yet constitute definitive acceptance of the contract. This confirmation serves solely as proof that the order was successfully received.

The acceptance of the order and the consequent formation of the purchase and sale contract only occur after validation of the data and confirmation of availability by Frasastore. In the event of product unavailability, errors in description, images, or pricing, Frasastore reserves the right to partially or fully cancel the order, informing the customer as soon as possible and, where applicable, refunding all amounts paid.

For security and fraud prevention purposes, Frasastore may carry out additional checks before accepting an order. We reserve the right to refuse or cancel orders in the event of:

  • Incorrect or incomplete billing details;

  • Suspicion of fraudulent orders;

  • Payment refusal by financial institutions;

  • Behaviour indicating bad faith or system abuse.

Frasastore undertakes to keep the website updated regarding product availability; however, occasional stock synchronisation failures may occur. In such cases, transparent and prompt communication with the customer will be ensured.

2.4. Prices and Payments

The prices displayed include VAT at the applicable legal rate.
 Prices are valid exclusively for online purchases and may change without prior notice; however, the price charged will always be the one indicated at the time of purchase.
 Promotional campaigns have limited stock and are exclusive to the online shop.
 In the event of an obvious pricing error, Frasastore reserves the right to cancel the order.
 Available payment methods:

  • Credit Card (Visa, Mastercard, American Express)

  • PayPal

  • Multibanco Reference

  • Klarna (instalment payment)
    The order is only processed after payment confirmation.

2.5. Order Cancellation

The customer may request cancellation of the order prior to shipment by contacting Frasastore by email (info@frasa.eu) with the order number, preferably within 24 hours of purchase.
 After shipment, cancellation is no longer possible, and the customer may exercise the right of withdrawal under section 2.7.
 Frasastore reserves the right to cancel orders for justified reasons (unavailability, error, suspicion of fraud), informing the customer and issuing a refund, where applicable, within a maximum period of 7 working days.

2.6. Delivery

Deliveries within Mainland Portugal are made within 24 to 48 working hours. Shipping is free for Mainland Portugal.

2.6.1. Shipping Costs for the Archipelagos
 Orders destined for the Azores and Madeira are delivered within 7 to 16 working days and are subject to specific shipping costs, which are displayed in the online shop at the time of purchase. If additional confirmation is required, the customer may be contacted by customer support with detailed transport information, including the shipping method (air or sea).

It is the customer’s responsibility to ensure that the address provided is correct and that someone is available to receive the order. Absence at delivery or an incorrect address may result in additional reshipping costs, which will be borne by the customer.

2.6. Returns and Exchanges

The customer has the right to return or exchange products within 15 days from receipt of the order, in accordance with Decree-Law No. 24/2014.

2.7.1. Right of Withdrawal (Returns)

To exercise this right, the customer must notify their intention to return in writing (email to info@frasa.eu), indicating the order number and following the return instructions. Products must be returned in perfect condition, in their original packaging and with all accessories. Return costs are borne by the customer unless the reason is attributable to Frasastore. Personalised, sealed products or products that cannot be returned for hygiene reasons may not be accepted. The refund will be issued within a maximum of 15 days after receipt and verification of the returned product, using the same payment method originally used.

2.7.2. Exchanges 

Frasastore allows product exchanges within the same 15-day period after receipt, provided that the following conditions are met:

  • The product is in perfect condition, with no signs of use;

  • The original packaging and all accessories are intact;

  • The exchange request is submitted in writing (email to info@frasa.eu), stating the order number and reason for the exchange.

The customer may request an exchange for another product of equal or higher value, in which case they will be responsible for paying the price difference. Shipping costs associated with the exchange are borne by the customer, except where the exchange results from an error attributable to Frasastore. If the desired product is unavailable, the customer may choose another product or a refund, in accordance with the previous conditions.

2.8. Warranty

All products sold are covered by a 3-year warranty, in accordance with applicable legislation, covering manufacturing defects.
 The warranty does not cover damage caused by misuse, accidents, or normal wear and tear.
 To activate the warranty, the customer must present proof of purchase and contact Frasastore via info@frasa.eu.
 Frasastore will repair, replace, or refund the defective product, as appropriate and subject to technical assessment. If the product cannot be repaired, it will be replaced or refunded.

2.9. Customer Obligations and Responsibilities

The customer undertakes to:

  • Provide true, complete, and up-to-date information.

  • Ensure availability to receive the order.

  • Use and maintain products in accordance with the instructions provided.

2.10. Frasastore Liability

Frasastore’s liability is limited to the value of the order with regard to proven direct damages. It is not liable for indirect losses, consequential damages, or delays caused by third parties.

2.11. User Account

The customer is responsible for maintaining the confidentiality of their account credentials and for all activities carried out through the account.
Frasastore reserves the right to suspend or cancel accounts in the event of misuse or suspected misuse.

2.12. Dispute Resolution

Frasastore customers who have reported unlawful or illegal content, violations of these Terms and Conditions, or whose disputes could not be resolved through the complaints management system and in respect of which Frasastore has decided to block, temporarily suspend, or permanently remove access, have the right to resort to the following:

  • Online Dispute Resolution Platform (https://www.consumidor.gov.pt/ral-mapa-e-lista-de-entidades)

  • Electronic Complaints Book available at www.livroreclamacoes.pt

  • Consumer Dispute Arbitration Centre.
    The competent court shall be the Porto Consumer Information and Arbitration Centre (CICAP).

Frasastore may, at any time, initiate civil or criminal legal action against any person who makes improper use of the content displayed on the website or infringes these terms and conditions. Portuguese law shall apply at all times and, in the event of any dispute, the parties submit to the jurisdiction of Porto, Portugal.

2.13. Intellectual and Industrial Property

All website content (texts, images, logos, trademarks, and software) is the property of Frasastore or duly authorised third parties and is protected by intellectual property laws. Unauthorised reproduction or use is prohibited.


3. Privacy Policy

3.1. Data Protection Officer

FRASA – Equipamentos de Cozinha & Energia, S.A.
Email: info@frasa.eu

3.2. Personal Data Collected

The following data is collected:

  • Name, address, email, telephone, TIN

  • Payment data processed by secure platforms

  • Purchase history and customer communications

  • Browsing data, including IP address, cookies, and website behaviour

3.3. Purposes and Legal Basis

Data is processed for the following purposes:

  • Performance of the purchase contract (legal basis: contractual performance)

  • Compliance with legal obligations (e.g. invoicing, warranty)

  • Customer communication for support and information

  • Service improvement (legitimate interest)

  • Marketing, always subject to prior and explicit consent

3.4. Subcontractors and Data Transfers

Data may be shared with partners such as carriers and payment platforms, under strict confidentiality agreements.
 No data is transferred outside the European Economic Area (EEA) without appropriate safeguards.

3.5. Data Retention

Data is retained for the period necessary for the described purposes:

  • Invoicing data: 10 years (as required by law)

  • Account data: while an active account exists

  • Marketing consent: until consent is withdrawn

3.6. Data Subject Rights

The user may exercise their rights of access, rectification, erasure, restriction, objection, portability, and withdrawal of consent at any time by sending a request to info@frasa.eu.
 The user may also lodge a complaint with the Portuguese Data Protection Authority (CNPD) — https://www.cnpd.pt.

3.7. Security Measures

Frasastore adopts technical and organisational measures to ensure the security and confidentiality of data, including:

  • Secure HTTPS connection

  • Encryption of sensitive data

  • Internal access controls


4. Cookie Policy

4.1. What Are Cookies

Cookies are small files stored on the user’s device to improve the website experience, personalise content, and collect statistical data.

4.2. Types of Cookies Used

  • Essential: necessary for basic functionalities (e.g. login, cart)

  • Analytics: for anonymous traffic analysis (e.g. Google Analytics)

  • Functional: to store preferences (e.g. language)

  • Marketing/Advertising: to display relevant advertisements

4.3. Cookie Management and Consent

The website www.frasastore.com uses cookies to ensure the proper functioning of the online shop, improve the user experience, analyse browsing patterns, and personalise content and promotional campaigns.

Cookies are small text files stored on the user’s device when visiting a website. These files allow the device to be recognised on future visits without storing personal data that directly identifies the user.

Types of cookies used:

  • Essential: Required for website operation and basic functionalities, such as account management and checkout.

  • Analytics: Allow the collection of statistical data on website usage, helping to continuously improve performance.

  • Functional: Store user preferences to provide a more personalised browsing experience.

  • Marketing/Advertising: Used to display relevant and targeted advertisements based on previous browsing.

By continuing to use the website, the user consents to the use of these cookies unless this functionality is disabled.

The user may, at any time, configure their device to accept, refuse, or delete cookies through the privacy settings of their browser or system. Restricting cookies may affect the browsing experience or limit certain website functionalities.

For more information about the use of cookies or to change preferences, the user may consult the privacy policy or contact Frasastore via info@frasa.eu.

4.4. Changes to the Cookie Policy

Frasastore reserves the right to update this policy, with changes taking effect on the date of publication on the website.


5. Confio Programme

Frasastore is part of the Confio.pt programme, which ensures:

  • Transparency and legal compliance

  • Clear and accessible consumer information

  • Privacy and security in payments

  • Effective customer support

Swift dispute resolution
More information at https://www.confio.pt