Refunds and Returns

Quick summary

1. Order changes and cancellations

The customer must contact 360 Merchandising as soon as possible if they wish to change or cancel an order.

For non-personalised products, requests for changes or cancellations before dispatch will be analysed according to the status of the order and without prejudice to the right of withdrawal recognized to the consumer in legally applicable cases.

For personalised products, the possibility of change or cancellation depends on the preparation and production status. Once customisation or production to customer specifications begins, it may not be possible to change or cancel the order. This rule does not prejudice rights arising from lack of conformity or non-compliance attributable to the seller.

2. Right of withdrawal on non-personalised products

When the customer is a consumer and purchases goods at a distance that are neither personalised nor covered by another statutory exception, they generally have 14 days to exercise the right of withdrawal without giving a reason.

The period is, as a rule, counted from the date on which the consumer or a third party indicated by the consumer, other than the carrier, acquires physical possession of the good, under the legally applicable terms.

To exercise this right, the consumer must communicate an unequivocal statement to info@360-merchandising.com, identifying the order and the goods covered.

After giving notice of withdrawal, the consumer must return the goods within the applicable legal deadline, following the instructions provided by customer support. The return address will be indicated for the specific case and may be different from the CRIATIVALCANCE, UNIPESSOAL LDA headquarters.

Unless 360 Merchandising agrees to bear them or the law determines otherwise, the direct costs of returning goods under the right of withdrawal are borne by the consumer.

3. Refunds following exercise of the right of withdrawal

The refund will be made within the legal period of 14 days from notification of withdrawal, and may be withheld until receipt of the goods or presentation of proof of return, as permitted by law.

The refund includes payments received and the cost of the least expensive standard delivery method available, not including additional costs resulting from choosing a more expensive delivery method.

The refund is made, as a rule, through the same payment method used in the initial transaction, unless expressly agreed otherwise and provided that the consumer does not incur any costs for this reason.

4. Customised products

Unless otherwise agreed, the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalised.

Therefore, products printed, engraved, embroidered, marked or prepared specifically based on the customer's choices, files, logos, texts, images or other specifications cannot, as a rule, be returned solely due to a change of opinion. The exclusion of the right of withdrawal does not remove the consumer’s rights in the event of a lack of conformity, defect, damage, production error or performance materially different from what was agreed.

5. Conformity, statutory guarantee and complaints

360 Merchandising undertakes to supply products that comply with the contract and with the characteristics presented and approved, taking into account the nature of the product and the customisation.

For sales to consumers, CRIATIVALCANCE, UNIPESSOAL LDA is liable for any lack of conformity under Portuguese Decree-Law No. 84/2021 of 18 October, including the statutory liability period of three years from delivery of the goods, where applicable.

In the event of a lack of conformity, the consumer has the remedies provided by law, namely repair or replacement and, where the statutory conditions are met, a proportionate price reduction or termination of the contract. If the lack of conformity becomes apparent within the first 30 days after delivery, the statutory rights of rejection also apply.

The rules in this section do not apply in the same way to Business customers, whose rights result from civil and commercial legislation, specific agreed conditions and commercial guarantees that may be applicable.

6. Situations attributable to the customer

Without prejudice to mandatory consumer rights, a result arising exclusively from incorrect instructions or materials supplied by the customer does not constitute a lack of conformity attributable to 360 Merchandising, for example:

• spelling, grammatical, numerical or content errors in the approved file or mockup;
• image of insufficient resolution or technically inadequate file whose limitation was communicated or was clearly noticeable in the approval process;
• incorrect selection of product, variant, quantity, colour, technique or location by the customer;
• incorrect or incomplete delivery address provided by the customer;
• damage caused after delivery by use, storage, washing, maintenance or handling contrary to applicable instructions.

7. Returns, replacements, reprints and refunds

When the customer identifies a problem, they must contact customer support via info@360-merchandising.com or +351 913 784 204, indicating the order number and describing the situation.

To enable a rapid analysis, 360 Merchandising may request reasonably necessary elements, such as photographs or video of the product, packaging and shipping label, indication of the number of affected units and, when relevant, elements that allow the defect to be measured or identified.

The presentation of these elements is intended to facilitate diagnosis and does not limit the consumer's rights when the law does not allow their exercise to be conditioned on such formalities.

Once a lack of conformity is confirmed, the means of restoring conformity provided for by law and appropriate to the specific case will be applied. When it is necessary to return the item for repair or replacement within the scope of the consumer's legal guarantee, the costs necessary to restore conformity are borne by the professional in accordance with legal terms.

In case of refund, it will be made using the legally or contractually applicable payment method. 360 Merchandising may limit a reprint, replacement or refund to the units actually affected when this is consistent with the nature of the problem and the customer's rights.

8. How to submit a request

For requests for changes, cancellations, returns, complaints, replacements, reprints or refunds, use the following contact details:

• Email: info@360-merchandising.com
• Telephone: +351 913 784 204
• Entity: CRIATIVALCANCE, UNIPESSOAL LDA
• Address: Avenida Fernão de Magalhães, N.º 481, 2.º Andar - Sala D, 3000-177 Coimbra, Portugal
• Website: 360-merchandising.com

When contacting us, whenever possible indicate the order number and a clear description of the request or problem identified.

Annex I — Model withdrawal form

This form is intended only for consumers and only where the right of withdrawal applies. As a rule, it does not apply to goods made to the consumer’s specifications or clearly personalised.

To CRIATIVALCANCE, UNIPESSOAL LDA / 360 Merchandising Email: info@360-merchandising.com

I hereby give notice that I withdraw from the contract for the purchase of the following goods: ________________________________________________________________________

Order number: _________________________________________________ Order date: ______________________________________________________ Date of receipt: ______________________________________________________ Consumer name: __________________________________________________ Consumer address: ________________________________________________ Email: _____________________________________________________________

Date: __________________________ Signature (only if sent on paper): ______________________________

Note: where the right of withdrawal applies, sending this form does not remove the obligation to return the goods within the applicable statutory period.