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Exchanges or Returns
1 - Returns (Resolution of contracts in the distance orders) and Exchanges
For distance purchases (made online and received by forwarder), Portuguese law establishes a 14-day period for the consumer (known as the reflection period) after the invoice date, during which you can return the item(s) without the need to indicate any reason.
1.1 - Returns
In cases of Contract Resolution, the return shipping costs are paid by the client, as written in no. 2 of article 13 of Decree-Law no. 24/2014, of 14 February, and the amount of shipping paid on the order (if exists) is credited.
For the purchases made directly in our stores, contrary to what happens on the distance shopping (online), the Portuguese Law does not establish the obligation for the selling company to accept the Contract Resolution (return) if the item is in conformity. This means that if the product is purchased directly in our store or purchased online and picked up on the store, NEXT Audiocom only accept any returns/changes if the items have any manufacturing defect.
Even if we accept returns/changes in the first 14 days in the purchases by distances (as described above), the returned goods will only be accepted if they respect the following conditions:
- The returned items must be in perfect shape without any signs of use/defect;
- The items must be returned with its original box, manuals and any accessories, all in perfect shape and without any signs of use/defect,
- The purchase invoice for that item has to be sent along with the item itself;
- The RMA (here) has to be sent along with the item itself;
-The forwarder label must be attached to the original shipping box, or another alternative that guarantees the good preservation of the product and its box.
In the event any of the above points are not followed, we might not accept the return (and consequent reimbursement). In this case, the customer will lose the right to be refunded and will have 10 days to collect the item at the NEXT Audiocom facilities, at their own expenses.
Except for manufacturing defects, there are articles that by their nature cannot be accepted for returns/exchanges such as headphones and installed articles.
For returns, the items should be sent or delivered at the following address:
CVA Electrónica – Centro Logístico
Avenida Dom Miguel, 344 4435-678 Baguim do Monte, Portugal
1.2 - Reimbursing the Returns:
If you want the refund on Online purchases, the same will be done through the same way of the initial payment. NEXT Audiocom will refund the amount paid for the article as soon as the technical verification of the condition of the product and verification of compliance with the conditions described above is carried out.
1.3 - Exchanges
In order to obtain the exchange of the products, the customer shall return the items, request a refund and make a new purchase. The entire return procedure is properly described in the item 1.1- Returns.
2 - Warranty
NEXT Audiocom ensure, for a period of 24 months from the date of purchase, the quality of its products by offering customers, where legitimate, one of the below stated solutions, in accordance to the following order:
- repair of the damaged good, ensuring proper functioning and / or the final quality;
- exchange the product;
- cancel the contract and consequent reimbursement if none of the above options is possible.
To exercise the customer's right to the warranty, the customer must check point 2.3 – Warranty Process.
2.1 - Exclusions from Warranty
The customer must keep the original packaging, and the packing material provided, for a minimum period of two years (or for the term equivalent to the duration of the warranty extension, if any).
After receiving the product under warranty, the Customer Support service will analyze it, in order to confirm the effective right to the warranty by the customer, excluding all proven situations:
- abuse;
- intentional damage;
- negligent damage by the customer;
- normal wear and tear of the product, as long as it is within the expected levels;
- inability to prove the fault or defect indicated by the customer;
- removal of stickers with serial number;
- humidity in the product;
- all situations that are detected as fraud attempts.
In all these cases, the RMA is immediately refused, leading to the return of the product with expenses paid by the customer, or alternatively, the collection at the address mentioned below.
If the warranty is valid, the product will be repaired, replaced or refunded in the shortest possible time, up to a maximum of 30 days from the notification to be sent by email to the customer.
2.2 – Warranty Refund
The refund of any amount paid will be made using the same payment method used to purchase the product, unless otherwise agreed with the customer.
2.3 – Warranty Process
The warranty process should always start filling the RMA (here) and wait till the contact from the Customer Support who will tell the customer how to proceed.
The products must be sent, or delivered to the following address:
CVA Electrónica - Logistics Center
Avenida Dom Miguel, 344 4435-678 Baguim do Monte, Portugal
The customer must prepare the packaging of the product, either in terms of sealing, or in terms of insulation from other contact surfaces and / or humidity on the transport, using the original packaging, ensuring a proper packaging, packing the product with the original packaging in a second transport package.
The Customer Support department will always be available to provide any clarification and / or packaging suggestion prior to the shipment or collection of the products.
2.4 - Sending Repairs
After finishing the warranty process, the customer will be notified that the products are ready to be shipped or picked up.
Shipping costs for NEXT Audiocom repairs will be paid by NEXT Audiocom if the reported defect has been effectively detected. The customer can also pick up the products at the address mentioned above instead using a forwarder.
If the reported defect is not detected, or the RMA is refused for any of the reasons mentioned above, the shipping costs will be charged to the customer who must settle them before the product leaves the logistics center, or alternatively proceed to pick up the products at above mentioned address.
The deadline for picking up the repaired equipment (or with refused RMA) is 30 days.
If the survey does not take place within 30 days after informing the customer, the products will be considered abandoned under the terms of article 1267 / 1a of C.Civil, so NEXT Audiocom is no longer responsible for the integrity of the equipment. From the moment that it is considered abandoned, the holder is obliged to pay as a penalty clause the amount of 2.5€ per day of delay. After 3 years from the date, under the article 1299 of the C .Civil, the goods will become property of NEXT Audiocom. In case of debt, NEXT Audiocom has the right to retain all goods in its facilities until it is fully paid off.
