Exchange and Return Policy

As a consumer you have a legal right to return or exchange all or part of your contract for sale for any reason at any time up to 14 days after you receive the products you ordered, in the terms of the applicable legislation (DL n° 24/2014, 14 of February, altered by law 47/2014, 28 of July. Your legal right to cancel does not apply to products that have been engraved, personalized, made to order, sealed and whose seal has been broken.

After this period, returns and exchanges will only be allowed in case of a defective product or non-compliance under the terms of no. 1 of Art. 4 of DL n. 67/2003 of 8 April and no. 1 of Art. 17 of DL n.24/2014 of February 14.

When you return items of your order, after received and approved by Torres Joalheiros team, we will refund you the price you paid for the products within a maximum 30 days after of the day on which we receive the products from you. We will refund you on the credit or debit card used by you to pay your order:

1. Visa / Mastercard / American Express / Paypal: Amount to be refunded automatically credited to the credit card or Paypal account used in the order.

2. Payment by ATM Reference, MBWay or Debit Card: bank transfer to IBAN indicated by the customer in the online dispute form.

We are permitted by law to reduce your refund to reflect any reduction in the value of any product caused by excessive handling of the product by you. You will be responsible for paying the cost of returning products to us (except where you return a Product that is faulty or not as described, in which case we will refund to you the cost of return) when your original order totaled less than 500 euros.

Torres Joalheiros also reserves the right to refuse the return if the returned items do not meet the following requirements:

1. Returns and/or exchanges of personalized items or items with a violated protection seal are not accepted.

2. Items purchased at physical stores can only be returned at the respective store.

3. The maximum return/exchange period from the date of receipt of the item in accordance with the legal terms is respected.

4. In order to make the return and exchange effective, the return form that was sent with the completed and signed order must always be presented.

5. In order to effect the exchange or return of the part, all the elements supplied with it (including the respective packaging and any accessories) must be:

6. Each item must be in perfect condition with the protective films, as they were delivered, without any sign of use, in the original packaging and all accessories that delivered it at the time of purchase: Manual, original warranty, bags, brochures, box or any other related certificate/ enclosures.

7. Exchanges or returns of products that show signs of use or misuse (including, without limitation, scratches, signs of falling, blows or “knocking” and signs of moisture in products that are not water resistant) will not be accepted or with the breach of protection seal.

To return or exchange products of your order, you just need to let us know that you have decided as long as the above conditions are respected. The easiest way to do this is to complete the online dispute form and send it to us with a copy of the invoice and your phone contact number to proceed with colleting or delivering the products. For the free resolution period to be respected, it is enough that your communication regarding the exercise of the right of free resolution is sent it to us before the end of the resolution period.

HOW TO RETURN AN ORDER BY POST

For Torres Joalheiros proceed with your return efficiently, please contact us by email or phone (Mon-Fri, 9.30 a.m. to 5.30 p.m) describing which products you want to return, before sending them, as follows:

1. Send us the online dispute form form with the copy of the invoice, phone number to proceed with collecting the products.

2. Torres Joalheiros will handle products collected on the date and time indicated by you. Torres Joalheiros will only support the costs of the first return and purchases that originally were above 500 euros.

3. After analysis by Torres Joalheiros specialists, and in case the returned products fulfill the above conditions, we will proceed the amount refund.

4. Address to return item(s) by you:

Torres Joalheiros – Online Returns
Rua Rosa Araújo, 2 – 8º andar
1250-195 Lisboa
Portugal

Please note that all online returns and exchanges through the e-mail are subject to a quality control inspection before they are accepted. Items should be returned in their original condition and include the original sales receipt, certificates and packaging. Where an item is not returned in its original condition, we are permitted by law to reduce your refund to reflect any reduction in the value of the returned item caused by your excessive handling or use of the item (including, for example, any loss of or damage to the item, its presentation box or any certificate).

You will be responsible for paying the cost of returning products to us (except where you return a product that is faulty or not as described, in which case we will refund to you the cost of return) when original order was less than 500 euros.

In this case, we recommend shipping returned merchandise via insured parcel post for tracking purposes. We also recommend that customers request adequate insurance to cover the purchase price of the shipment as Torres Joalheiros will have no liability to you for items that are lost, stolen or damaged during delivery. Please make sure you include your original sales invoice and all original packaging, certificates and other enclosures.

The online exchange will always involve a return of the product(s) and make a new purchase. Any return that does not respect the terms explained above will be at the sole risk and risk of the client concerned and Torres Joalheiros declines any future indemnity or other liability in the process.

HOW TO RETURN AN ORDER AT TORRES JOALHEIROS STORES

Online orders can be returned or exchanged at any Torres Joalheiros showrooms in Lisbon or Cascais, following the rules below:

1. Provide us original documents: online dispute form completed, original warranty certificate, original sales receipt or invoice, products and package as received in perfect condition as described above.

2. After analysis by Torres Joalheiros specialists, and if the returned products fulfill all the above requirements, we will proceed with the amount refund.

Please note that all online returns and exchanges through the e-mail are subject to a quality control inspection before they are accepted. Items must be returned in their original condition and include the original sales receipt or invoice, certificates and package). Where an item is not returned in its original condition, we are permitted by law to reduce your refund to reflect any reduction in the value of the returned item caused by your excessive handling or use of the item (including, for example, any loss of or damage to the item, its presentation box or any certificate).

In exchange, as long as the Terms and Conditions explained above are fulfilled, you can choose any other product at Torres Joalheiros showrooms as long as it is of equal or greater value or, alternatively, product voucher. Please note that product voucher may only be redeemed at one of our showrooms and may not be used for online purchases, within 12 months.

CONTACT FOR ONLINE SALES

The term for exercising the right of free resolution or any further information about or online purchase, Torres Joalheiros is available through the contacts below:

1. Address:

Torres Joalheiros S.A.
Serviços de Vendas “Online”
Rua Rosa Araújo, 2 – 8º andar
1250-195 Lisboa

2. E-mail: apoiocliente@torres.pt

3. WhatsApp: (+351) 919 867 737 (Monday to Friday from 9.30 am to 5.30 pm)