Valled, Lda. accepts returns under the applicable legal conditions and on the terms described below. This page forms an integral part of the Terms of Sale.

 

1. Right of withdrawal, who has it, and for how long

If you are a consumer (a natural person buying outside their professional activity) you have the right to withdraw from the contract within 14 days, without giving any reason and without paying any penalty, under Articles 10 and following of Decree-Law No. 24/2014.

The period runs from the day on which the consumer, or a third party indicated by them, acquires physical possession of the goods. If the order is delivered in several consignments, it runs from the last one. For services, it runs from the conclusion of the contract.

 

2. How to exercise the right

All you need is to communicate your decision unambiguously before the deadline expires. Write to geral@valled.pt quoting the order number, or use the model below, using the model is not mandatory.

The burden of proving that the right was exercised in time lies with the consumer: keep proof that you sent the notice. Valled acknowledges receipt of the request by email.

 

3. Returning the goods

After communicating your withdrawal, you have 14 days to send the goods back. Goods must be complete (original packaging, manuals and accessories) and in a condition that allows resale.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, the same handling you would do in a physical shop.

The direct cost of returning the goods is borne by the consumer, unless the return results from a defect or from our own error. Being bulky, some items cannot be returned by ordinary post: write to geral@valled.pt and we will indicate the transport solution and an estimate of the cost before you commit to it.

 

4. Refund

Valled refunds all payments received, including delivery costs, within 14 days of being informed of the withdrawal. The refund is made using the same payment method you used for the purchase, at no cost to you.

If you chose a delivery method more expensive than the cheapest one Valled offers, the refund of delivery costs is limited to the cost of that cheapest method.

Valled may withhold the refund until it has received the goods back, or until the consumer supplies evidence of having sent them, whichever comes first.

 

5. Exceptions to the right of withdrawal

Under Article 17 of Decree-Law No. 24/2014 there is no right of withdrawal, among other cases, where the following are involved:

• goods made to the consumer’s specifications or clearly personalised, bespoke VPlus configurations, poles or luminaires with specific colours, power ratings or mountings;
• goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
• sealed goods unsealed after delivery, where the seal protects health or hygiene;
• engineering, design or installation services already fully performed with the consumer’s prior express agreement.

Orders placed in the course of a professional activity (B2B) do not benefit from this right, as there is no consumer. In those cases the cancellation conditions agreed in the proposal apply.

 

6. Faulty or defective products

The right of withdrawal is not the same as the guarantee. If the goods lack conformity, the legal guarantee of Decree-Law No. 84/2021 applies: three years from delivery for movable goods, with a presumption that a lack of conformity appearing in the first two years already existed at the time of delivery.

In these cases bringing the goods into conformity is free of charge, including transport, labour and materials, the customer does not pay the shipping. Contact us at geral@valled.pt or +351 273 979 117 with the order number, a description of the problem and, if possible, photographs.

 

7. If you disagree with our decision

You may turn free of charge to CNIACC (the Portuguese National Centre for Information and Arbitration of Consumer Disputes), at www.cniacc.pt, to the European online dispute resolution platform at ec.europa.eu/consumers/odr, or to the electronic Complaints Book at www.livroreclamacoes.pt.

Last updated: August 2026.