# Cancellation, Returns, and Withdrawal from the Contract

> This page sets out general terms. The specific terms of each transaction are set by the offer, the order, the marketplace listing, and the applicable law. Consumer rules do not apply automatically to purchases made for professional purposes.

**In short:** For distance contracts, consumers generally have 14 days to withdraw from the contract (livre resolução), subject to the exceptions set out by law. If a service has been started at the consumer's request within this period, a proportional payment may be due for the work already carried out.

Source: https://axiline.pt/en/cancellation-policy/  
Publisher: AXILINE · Vila Nova de Gaia, Portugal · +351 931 831 229 · axilinegeral@gmail.com

## Services and On-Site Bookings

Cancellations should be reported as early as possible, by email or phone. The offer may provide for costs already incurred — for travel, accommodation, permits, or exclusive time reserved — provided these were disclosed and are legally applicable.

If work has already started at your direct request, payment may be due for the part actually carried out. Fully performed services may be excluded from the right of withdrawal where the legal requirements are met and applicable consent has been given.

## Goods Purchased by Consumers

For distance contracts falling under Decreto-Lei n.º 24/2014, a consumer generally has 14 consecutive calendar days to declare withdrawal from the contract. The length of the period and when it starts depend on the type of contract and delivery.

The goods must be returned within the applicable period, together with any accessories and documentation. The consumer may be held liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Direct return costs may be charged to the consumer if they were informed of this.

## Exceptions and Professional Clients

Personalised goods, certain digital content, and services performed under the conditions set out by law may be excluded from the right of withdrawal. The full list of exceptions depends on the contract and the applicable law.

Purchases made for business or professional activity are not automatically covered by the consumer regime. In such cases, the offer, the agreed terms, the marketplace rules, and the relevant commercial law apply.

## Refunds and Non-Conformity of Goods

Where a right to a refund exists, the refund is made using the applicable method and within the period set by law; in cases permitted by law, the refund may be withheld until the goods are received or proof of dispatch is confirmed.

Rights relating to non-conformity of goods are separate from the right of withdrawal. For consumer movable goods falling under Decreto-Lei n.º 84/2021, liability for non-conformity generally runs for three years from delivery, with its own rules and exceptions under that law. Additional commercial warranties exist only where they have been confirmed.

## How to Notify Us

The terms of eBay or another marketplace may also form part of the transaction. In case of any discrepancy, check against the order and the mandatory provisions of the applicable law.

- Email: axilinegeral@gmail.com.
- Phone: +351 931 831 229.
- State your name, reference, date, the goods or service, and the outcome you want.
- Before returning equipment, ask us for instructions and the receiving address.

## Note on Language Versions

> The Russian version of this page is provided for information only. The Portuguese-language version published on the site is the legally binding one.

## Alternative dispute resolution and the complaints book

Under Portuguese Law no. 144/2015, in the event of a consumer dispute the consumer may turn to an alternative dispute resolution (ADR) body, in particular: CICAP — Porto Consumer Information and Arbitration Centre (www.cicap.pt) or CNIACC — National Centre for Information and Arbitration of Consumer Disputes (www.cniacc.pt). An up-to-date list of ADR bodies is published on the Consumer Portal: www.consumidor.gov.pt.

Electronic complaints book (Livro de Reclamações): www.livroreclamacoes.pt.

## Frequently asked questions

**How many days does a consumer have to withdraw from a distance contract?**

Generally, 14 consecutive calendar days, subject to the exceptions set out by law. The length of the period and when it starts depend on the type of contract and delivery.

**Do consumer rules apply to purchases made for a business?**

Not automatically. Purchases made for business or professional activity are governed by the offer, the agreed terms, the marketplace rules, and the relevant commercial law.

**What should I do before returning equipment?**

Report the cancellation or return by email at axilinegeral@gmail.com or by phone at +351 931 831 229, stating your name, reference, date, the goods or service, and the outcome you want, and ask us for instructions and the receiving address for the equipment.