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This Policy applies to all CATLIKE brand products purchased remotely by consumers through this website. A consumer is an individual who purchases the product exclusively for personal use from a professional seller.
Right of Withdrawal
What is the right of withdrawal?
Under Decree-Law No. 24/2014, dated February 14, which regulates contracts concluded remotely and outside of commercial establishments, the consumer has the right to withdraw from the contract within 14 days from the date they (or a third party indicated by them, who is not the carrier) take physical possession of the goods, without having to give any reason.
This means that, for online purchases, consumers have the right to return the product they purchased within 14 days from the date they received it, without needing to justify their decision. This is referred to as the “right of withdrawal” – the right of the consumer to “regret” a distance purchase, i.e., without having had any physical contact with the product.
If multiple products were purchased in the same order, the right of withdrawal can be exercised for all or only part of the purchased products.
How to exercise the right of withdrawal?
To exercise the right of withdrawal, the consumer must clearly and unequivocally communicate their decision to withdraw from the contract.
They can do this by filling out the Contact Form available for this purpose on the CATLIKE website. Alternatively, they can send an email to catlike@catlike.com, indicating in the subject line that it concerns the right of withdrawal. This withdrawal communication must be sent within the 14-day period to take effect. The following elements must be included: order confirmation number and copy of the invoice.
CATLIKE will acknowledge receipt of the withdrawal declaration within two business days and, after verifying the invoice and purchase date of the product, will confirm whether the consumer is entitled to exercise this right.
What are the effects of exercising the right of withdrawal?
Once CATLIKE has confirmed the withdrawal, the consumer must return the product without undue delay, within a further 14-day period starting from the day they notified CATLIKE of their decision to withdraw from the contract.
The product must be returned in the same condition as received, with the original packaging, all labels, and all components/accessories. The product must not have been used or damaged by the consumer, and tags must not have been removed or cut. The packaging should also remain undamaged.
To return the product, the consumer should fill out the form provided by the carrier, included with the order, and deliver it to the nearest pickup point (the consumer should check available pickup points on the DPD carrier’s website). The consumer will not pay the return costs but must ensure the original packaging is intact to protect it during return shipping.
After receiving the returned product, CATLIKE will inspect it and accept the return only if the product is in the exact condition in which it was shipped as specified here. If not, CATLIKE will inform the consumer, and the refund will not be issued. The consumer can request the reshipment of the unaccepted returned product, assuming the associated shipping costs.
If the return is accepted, the consumer will be refunded the amount corresponding to the price paid for the product within 14 days from the date they informed CATLIKE of their decision to withdraw from the contract.
CATLIKE will issue the refund via the same payment method the consumer used for the purchase and will send an email once the refund has been processed. If the consumer paid by Multibanco, they should provide their bank details to CATLIKE for the refund to be processed by bank transfer.
CATLIKE reserves the right to withhold the refund until the returned product is received or the consumer provides proof of shipping, whichever comes first.
In summary, the right of withdrawal entitles the consumer to a 14-day period to exercise this right of withdrawal, notifying CATLIKE of their decision to terminate the contract. From that notification date, they have a further 14-day period to return the product in its original condition, and, if applicable, the refund of the purchase price will be processed within this period.
Product Compliance Warranty
Consumers have the right to the quality of the products supplied to them, and CATLIKE is committed to selling compliant products.
Therefore, CATLIKE will assume responsibility for any product non-conformities under Decree-Law No. 84/2021, dated October 18, under the conditions and with the effects specified in this Policy.
CATLIKE is responsible for non-conformities that manifest within 3 years from the product’s delivery date (or 2 years if the product was purchased before January 1, 2022). In the third warranty year, however, it is up to the consumer to prove that the non-conformity existed at the time of delivery.
The consumer should report any non-conformity by filling out the Contact Form available on the CATLIKE website or emailing catlike@catlike.com
In the communication, the consumer should detail the non-conformity and, if possible, attach photos of the defective product. A copy of the invoice must be attached to confirm the purchase date; otherwise, the claim may be rejected.
CATLIKE will review the information sent by the consumer to determine the existence of the claimed non-conformity. If a closer inspection is needed, CATLIKE will arrange with the consumer a convenient time and place for product collection.
If a non-conformity or defect is confirmed, CATLIKE will issue a full refund of the product’s purchase price.
The refund will be made using the same payment method the consumer used for the purchase within 14 days from the notification of the non-conformity, except when the product was collected for further inspection, in which case the period begins from the date the non-conformity is confirmed.
If the consumer paid by Multibanco, they should provide their bank details to CATLIKE for the refund to be processed by bank transfer.
If the technical inspection reveals signs of misuse, unauthorized repairs, product tampering, normal wear and tear, or any other reason not attributable to CATLIKE that may have caused the malfunction or damage, including if installation and use instructions were not followed, the warranty will not be applicable, and the consumer will be notified accordingly. The replacement of paddings and retention systems in helmets and buttons and studs in shoes with original CATLIKE parts is excluded from unauthorized repairs.