The www.castelbel.com website, hereinafter referred to as the “Website” or “Castelbel Website”, is domiciled in Portugal and is owned by: Castelbel- Artigos de Beleza, S.A. (Castelbel), Rua Conselheiro Araújo de Barros, nº 209, 4475-178 Castêlo da Maia Portugal, VAT Number – PT 504743422, company registered at the Maia Companies Registry, share capital – 125 000,00€

2.1 – Terms and Conditions

These terms and conditions govern the use and sales on the Castelbel website. When placing an order on the website, you declare that:

– You have read and agree to the terms and conditions presented;

– You are 18 (eighteen) years of age or older;

– You meet the legal requirements to enter into a contract and will use your own payment methods;

– You will not use the website for fraudulent purposes or for purposes contrary to the law or to norms of good behaviour;

– You agree that any consumer dispute will be settled within the scope of Portuguese law, subject to any contrary provision anticipated in a Community Directive or International Treaty;

– And that the goods purchased are not intended for retail or wholesale use.

2.3 – Legal Notice

Castelbel publishes all the information on its website www.castelbel.com in order to provide the best service to its users and constantly updates this information on a permanent basis.

However, we decline all responsibility for any technical inaccuracy(ies) or typographical error(s) that may occasionally arise.

Castelbel reserves the right to make any corrections and changes to its website without the need for any prior notice.

Castelbel guarantees that all the information published on its website is in compliance with the legislation in force in mainland Portugal and the Autonomous Regions of the Azores and Madeira. However, Castelbel cannot guarantee that the same contents are in accordance with the legislation in force in the user’s jurisdiction.

The Castelbel website complies with international internet standards, therefore, so long as it is correctly utilised by users, it is protected against viruses.

Castelbel reserves the right to make changes to the terms and conditions contained in this legal information without the need for any prior notice.

Castelbel does not guarantee that it is possible to use of all the contents presented in its website in other countries, therefore access to such contents from places where they are illegal is therefore expressly prohibited.

2.5 – Privacy

The personal information that you provide to the Castelbel website will be treated with the utmost responsibility, it will only be used in to provide users with the best experience. It will not be used for any other purpose.

Castelbel assures its users that it does not share any personal information with third parties without obtaining the prior consent of its users.

Should you require further information, please refer to our Privacy Policy section on this website.

3.1 – Prices

All the prices on the Castelbel website are marked in EUR €.

For countries within Euro zone: the price shown for each product does not include any transport and shipping costs, however, it includes the VAT rate in force in Portugal.

For non-EU countries: the price shown for each product does not include any transport and shipping costs.

3.3 – Payment methods

Castelbel accepts the following forms of payment:

Mainland Portugal, the Azores & Madeira:
– Visa and Mastercard

– ATM and MB Way

International:
– Visa and Mastercard

Castelbel guarantees that all transactions are encrypted and 100% secure.

Credit card payments

When a customer places an order on the website, its value will be blocked in favour of Castelbel in the user’s respective card account. Regarding the payment, it will be subtracted from the user’s card account at the time of the shipping of the order.

Castelbel ensures that all transactions on its website are forwarded to a secure online banking system provided by EASYPAY, which accepts payments made with Visa and Mastercard, ATM and MB Way.

Castelbel does not store any card numbers or any kind of information obtained and related to payment.

ATM payments

ATM payments can be done through ATM network or through your preferred online banking services.

When choosing the ATM payment method, as soon as the order process is completed, an ATM reference will be generated. The customer will receive this ATM reference in the order confirmation email. It will also be available on the customer’s Castelbel account, under the “Orders” tab.

To do the payment in a ATM, you need to select the option “Payment for Services / Purchases” and enter the entity, reference, and amount information.

WARNING: Since the bank reference generated for payment has an expiration date (48 hours), failure to verify payment within this period will result in the order being canceled. The indicated shipping deadlines will be fulfilled under normal order processing conditions, with the exception of situations of exceptional increase in the volume of orders that may occur during holiday periods or during promotional campaigns, as well as other eventualities that affect regular delivery service.

Paying via MB Way

You can pay for your order via the MB Way payment system. For that, during the order, you should select this payment method and indicate the telephone number to which your account is associated to, access it and follow the purchase confirmation steps indicated on the app.

In case the entered number not corresponding to a number registered on the app, you will see the following message: “Unknow Alias. The identified used Alias was not found”.

As per the information on the MB Way App, the payment should be made within the next five minutes. If you fail to do so, the order will be automatically cancelled.

4.1 – Shipping Costs

Shipping costs may be added to the price of the products ordered under the terms of this website. Customers will be informed of their purchase’s final amount, along with a breakdown of shipping costs, prior to completion of the order.

In the case of non-EU countries, shipping costs only cover export costs (from Portugal to the border of the destination country). If import fees are incurred (for product entry in the country of destination), these are the responsibility of the customer.

4.1.2 – Azores and Madeira

All orders to be delivered in Azores and Madeira will be shipped by DPD and subject to the shipping costs mentioned below.

4.3 – Free shipping

Castelbel sometimes offers free shipping on orders regardless of the place of delivery and the value of the order in question. This applies to the shipping costs at the time of completion of the order.

When one of these campaigns is taking place, it will be clearly announced on the Castelbel website.

4.5 – Delivery deadlines for other countries

*Does not include shipments to the Balearic Islands, Ceuta, Melilla or Canary Islands.
**Does not include shipments to Corsica.

4.7 – Delivery position

All orders are shipped, after confirmation of payment, within a period of 1 to 3 business days after payment and completion of the order. As soon as orders are dispatched, Castelbel will send an email to you with information on the tracking instructions and collection of the order.

Confirmation of shipment of all orders will include the name of the carrier company and information on the shipping number.

4.9 – Shipments and collections

When you register with Castelbel, you will be asked to provide personal data, including the address to which orders are to be delivered.

If you would like Castelbel to send the order to another address, you must provide it at the moment the order is completed.

Due to possible credit card fraud and restrictions imposed by carrier companies, Castelbel does not make deliveries to PO boxes.

Orders are sent through DPD (Mainland Portugal, Azores, Madeira and European Countries) and through TNT (United Kingdom, Switzerland, Norway, USA and Canada).

During the delivery process, we allow you to provide a different delivery address from the one provided upon registering. However, there will be an extra charge if this change is made after the order has left our warehouses.

Since DPD and TNT require a signature upon delivery of orders, you or your representative must be present at the destination address at the respective time of delivery.

4.11 – Successful deliveries of shipments

Please examine the package carefully upon delivery BEFORE signing the delivery document.

All Castelbel packages are duly sealed with customised plastic tape for better protection of the products.

If, at the time of delivery, it appears that the package has been tampered with, you may sign the delivery document with reservations or you may refuse to accept it.

If you accept an order with reservations or refuse to accept it, please submit a complaint to the carrier company immediately and contact Castelbel via email at shoponline@castelbel.com.

4.13 – Insurance

Castelbel takes responsibility for orders during the transport period until the effective delivery to the user.

Upon delivery of the order, users must sign the document as proof of the respective receipt, after which responsibility is transferred to them.

If you appoint a recipient other than yourself to receive the delivery, you agree to accepting the third party’s signature as proof of delivery of the order, fulfilment of Castelbel’s obligations and, transfer of responsibility.

Termination

Users have the right to terminate the contract without the need to provide any justification for doing so, within 14 (fourteen) business days.

The termination period expires in fourteen (14) business days as of the time the user or a third party appointed by him/her takes possession of the product(s), as confirmed by the document signed on receipt thereof.

In order to facilitate the return of the item to be refunded and reimbursement of the amount to the customer, we kindly ask that you send the item in question to our warehouses within a reasonable timeframe in order to facilitate the exercise of your rights and the inspection of the item.

Should users wish to exercise their right to terminate, they must notify Castelbel of the decision to terminate the agreement by making a clear declaration by email to shoponline@castelbel.com.

This declaration must include the order and invoice numbers, as well as the item(s)’s reference(s), that you wish to return.
Upon receiving this declaration, Castelbel will send you an email containing instructions (procedures to follow) on how to return the goods, along with information about the shipping method (carrier services) to be used.

In order to comply with the free termination period, you must communicate the exercise of the right to terminate before the end of the period allowed for the purpose, i.e. fourteen (14) days after reception.

Should users wish to terminate the contract, they will be reimbursed for all payments made, excluding the costs of return, without any excessive delays and, in any case, within a maximum period of thirty (30) days from the day on which the right to terminate was exercised. Castelbel will refund the order via the same form of payment used in the initial transaction; in any event, the refund will not incur any additional costs.

As regards cosmetic products, in accordance with Article 17 (1)(e) of Decree-Law 24/2014 of February 14, as amended by Law 47/2014 of July 28, for health and hygiene reasons, it is not possible to exercise the right to terminate contracts for the supply of products if they are not properly closed and sealed at the time of return. Users are asked to always check the products they have received before opening them.

The conditions for the return and refund of the item(s) are as follows:

– The item must not have been used, tampered with or altered in any way.

– Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

– Returned goods must be packaged in the Castelbel box they arrived in.

– If only part of an order is returned, Castelbel will reimburse the respective portion of the amount paid by the user.

– Users must return the item(s) via the carrier company and in accordance with the instructions stated in the email sent by Castelbel for this process.

– Kindly note that refund processing time may vary depending on the procedures of the credit card company in question.

– With regards to orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

– If the return of the item(s) has not been previously authorised by Castelbel and/or the item(s) has(have) not been sent via the same carrier company as stated in the email with the instructions on returns, Castelbel reserves the right to refusing to accept the item(s).

– If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.

– Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

Alternative Dispute Resolution

Following Law 144/2015, art.º 18º, we inform the costumer, that for the alternative dispute resolution, should contact Castelbel, using the email address shoponline@castelbel.com or the following entity in charge of the Alternative Dispute Resolution (ADR):

Centro de Informação de Consumo e Arbitragem do Porto
Tribunal Arbitral de Consumo
Rua Damião de Góis, n.º 31 – Loja 6
4050-225 Porto
Tel. +351 225 508 349 / +351 225 029 791
Fax. +351 225 026 109
Email: cicap@cicap.pt
www.cicap.pt

For more information please consult the Consumer Protection in https://cec.consumidor.pt/

Exchanges

Castelbel accepts exchanges of items for any other items available on its website.

Should you wish to exchange goods, please use the following procedures:

– Send an email to Castelbel within a maximum period of 30 (thirty) days after receiving the order at shoponline@castelbel.com, providing the order and invoice numbers, the reference number of the item(s) you want to exchange and the item you would like to be sent as a replacement.

– After the receiving of the notification, Castelbel will email you instructions on how to exchange the goods (procedures to follow), together with the information about the carrier company to be used.

– Users must return the item(s) via the carrier company designated and according to the instructions provided in the email sent by Castelbel.

Items purchased in sales, promotions or at reduced prices

Items sold in sales, promotions or sold at reduced prices are considered final.

Castelbel does not exchange items that have been purchased in a sale or promotion or at reduced prices, and the conditions for exchanges do not apply to these items. However, the general conditions for termination of the contract and the return of defective items are applicable.

Promotional codes / vouchers

Castelbel may send users vouchers with a promotional code via a newsletter, social network or website with an authorised commercial promotion.

Users must enter this code when completing their orders.

Each code has an expiry date/expiration date, of which users will be informed.
The use of said code is subject to the expiry date/expiration date, which cannot be extended.

Promotional codes cannot be used in conjunction with other promotions or sales.