Information about canceling, returning and refunding orders

  • Order Cancellation

    The customer can freely resolve the related products in the online store You can do this freely and autonomously by the means described below.
    Alternatively you can use the free contract resolution form by downloading here

    You can cancel your order as long as it has not yet been shipped. To do this, simply go to your reserved area and check the order status. If the order status is "Registered" contact the Customer Care through the online chat or through the email so we can cancel the order free of charge.

    If the order has already been shipped, it will suffice that you do not accept it. The order will then return to our warehouse. Upon receipt at the warehouse will begin the refund / refund process.

    The refund will be made through the same medium with which the payment was made and only after receipt of the article (s) and validation of the respective state. Alternatively, you may choose to issue a coupon, valid for 12 months for use in future purchases in ROCKSPRINT. For more information about the refund see "Refunds".

    In cases where cancellation occurs after shipment of the order, we reserve the right to charge you  the respective costs of processing and shipping in the amount of postage and return plus 4Euros (4 euros) related to administrative processing costs and logistics.

  • Returns

    You have  the right to terminate the contract and to return his order within the first 14 calendar days from the date of receipt, fulfilling the following requirements:

    a. refunds will be accepted for product (s) which are not new, ie not properly sealed (according to origin), which have no original label, and which have a risk on the packaging or on the label , which havevisible external damage , which have the transporter label adhered to the product and which have a validity period of less than 30 days.

    b. the item must be accompanied by all items sent in the order including any gift products or products exchanged under the SprintPoints programe

    If you return products that do not comply with the above mentioned requirements, they will not be accepted and you will have 10 days to collect them in the ROCKSPRINT warehouse. The costs of this collection will be borne by the customer.

    After confirming that the product and the order is m agreement with the conditions of return the CLIENT must follow the three of the following steps:

    1. Fill out the return form online
    a) Log in with the registration data in ROCKSPRINT, go to "My orders", select the order to return and click the "Return" button. If guish all the steps that are indicated.
    b) If you are not registered with ROCKSPRINT you must use the link sent in the initial confirmation email of the order.
    c) Never return any order without first doing the online return process or contacting our customer support service . We will not accept returns that have not been previously communicated through these means.

    2. Pack the product
    a .
    You should pack the product s are unique in shipping carton (removing all labels) or in an appropriate shipping carton along with a copy of the bill.
    b . Close the shipping carton with adhesive tape resistant .

    3. Shipping to Rocksprint
    Send the return through a tra ns carrier to:
    Devoluções Online  
    Lugar de Queimadas - Sernada
    3505-330 Viseu

    The reversal will be performed done via the same medium that made the payment , and only after rece p good dog (s) article (s) and validating its status. For more information about the refund see "Refunds" . 

  • Refunds

    We will make refunds / refunds as soon as possible and according to the payment method initially used by the customer.

    In cases where the initial payment of the order was by Paypal the refund / refund will be made directly to the Paypal account of the CLIENT. The availability of the value will be made by Paypal.

    Credit card
    In cases where payment was made by credit card the refund / refund will be made through cancellation of the payment transaction. This cancellation will be visible in the following statement of credit card transactions. In case of doubt, the CUSTOMER may consult the Bank / Issuer of the credit card with which the payment was made.

    Multibanco and Shipping to Billing
    In cases where the initial payment of the order was by Multibanco (entity, reference and value) or "Shipping to Billing" the refund / refund will be made to the IBAN indicated by the CLIENT in the customer area when the return process begins.

    As an alternative to the formats presented above, the CLIENT may choose to issue a coupon, valid for 12 months for use in future purchases in ROCKSPRINT.
    The repayment and chargeback methods presented are not all available for all countries.