Guarantee Policy

This Policy applies to all CATLIKE brand products purchased by consumers remotely via this website. A consumer is a private individual who uses the product they bought from the professional seller exclusively for their own personal use.

Right of Free Resolution

What is the right of free resolution?

Under the terms of Decree-Law no. 24/2014, of February 14, which regulates distance and off-premises contracts, the consumer has the right to freely terminate the contract within 14-day deadline from the day on which he (or a third party indicated by him, other than the carrier) acquires physical possession of the goods, without having to state the reason.

This means that, when shopping online, consumers have the right to return the product they have bought within 14 days of receiving it, without having to provide a reason. This is what is known as the “right of regret” – the right of the consumer to “regret” a purchase they have made remotely, i.e. without having had face-to-face contact with the product.

If several products have been purchased in the same order, the right of withdrawal can be exercised for all or part of the products purchased.

How to exercise the right of withdrawal?

To exercise the right of withdrawal, the consumer must communicate in a clear and unequivocal its decision to terminate the contract.

To do this, you can fill in the Contact Form available on the CATLIKE website. Alternatively, you can send an e-mail to the following e-mail address catlike@catlike.com, with an indication in the subject line that this is a right of free resolution. This notice of termination of contract must be sent within that 14-day period, and only then will it take effect. The following elements must be attached: order confirmation number and photocopy of the invoice.

CATLIKE will acknowledge receipt of the declaration of withdrawal within a maximum of two working days and will confirm, by checking the invoice and the corresponding date of purchase of the product, whether the consumer can effectively exercise this right.

What are the effects of exercising the right of withdrawal?

After receiving confirmation from CATLIKE, the consumer must return the product without undue delay, within a further period of 14 days from the day on which he informed CATLIKE of his decision to freely withdraw from the contract.

The product must be returned in the same condition in which it was received, together with the original packaging and all labels, as well as all components/accessories. The product must not have been used or damaged for any reason attributable to the consumer, nor must the labels have been removed or cut off. Always make sure that the product is packaged and that the packaging is not damaged.

To return the product, the consumer must fill in the form provided by the carrier, which will be attached to the parcel, and hand it in at the collection point closest to them (the consumer should check the collection points available on the DPD carrier’s website). The consumer will not pay the return costs, but must keep the original packaging in which the product was shipped intact, ensuring that the package is returned in a wrapping that protects the original packaging.

Upon receipt of the returned product, CATLIKE will check it and will only accept the return if the product is in the exact condition in which it was dispatched and which has been mentioned here. If this is not the case, CATLIKE will inform the consumer and the refund will not be made. The consumer may request the return of the unaccepted product, assuming the respective shipping costs.

Once the return has been accepted, the consumer will be refunded the amount corresponding to the price paid for the product, within 14 days of the date on which they informed CATLIKE of their decision to withdraw from the contract.

CATLIKE will make this refund using the same payment method as the consumer used for the purchase and will send you an e-mail as soon as the refund has been made. If the consumer has paid by ATM, they must send CATLIKE their bank details so that the refund can be made by bank transfer.

CATLIKE reserves the right to withhold the refund as long as it has not received the returned product or as long as the consumer has not provided proof that the product has been sent, whichever occurs first.

In a nutshellThe right of withdrawal is as follows: the consumer has 14 days to exercise their right to withdraw by notifying CATLIKE of their decision to withdraw from the contract and, from the day of that notice, they have a further 14 days to return the product in the exact condition in which they received it, at their own expense if applicable, during which time the price paid will be refunded.

Product Conformity Guarantee

Consumers have the right to the quality of the products supplied to them and CATLIKE is fundamentally committed to selling compliant products.

To this extent, CATLIKE will assume responsibility for the product’s lack of conformity, within the meaning of lack of conformity offered by Decree-Law no. 84/2021, of October 18, under the conditions and with the effects provided for therein, and which are clarified in this Policy.

CATLIKE is responsible for lack of conformity that manifest themselves in the 3-year term from the date of delivery of the product (or 2 years if the product was purchased before January 1, 2022). In the third year of the guarantee, however, it is up to the consumer to prove that the lack of conformity existed when the product was delivered.

The consumer must report the lack of conformity by filling in the Contact Form available on the CATLIKE website or by sending an e-mail to the e-mail address catlike@catlike.com.

In this communication, the consumer must explain the lack of conformity in detail and, where possible, send photographs of the defective product. A photocopy of the invoice must be enclosed, to prove the date of purchase, otherwise the claim will not be accepted.

CATLIKE will analyze the elements sent by the consumer in that communication in order to ascertain whether or not the claimed lack of conformity exists. If further analysis of the product is required by CATLIKE’s Quality team, CATLIKE will arrange with the consumer a convenient date and place to collect the product.

If the product is found to be non-conforming/defective, CATLIKE will reimburse the full amount paid for the product.

The refund will be made using the same payment method as the consumer used for the purchase, within 14 days from the date of communication of the lack of conformity, unless the product has been recalled for further technical analysis, in which case the period will start to run from the date on which the lack of conformity is confirmed.

If the consumer has paid by ATM, they must send CATLIKE their bank details so that the refund can be made by bank transfer.

If the technical check detects signs of misuse or improper use, unauthorized repairs, normal wear and tear or any other reason not attributable to CATLIKE that may have caused the product to malfunction or be damaged, including if the instructions for installation and use have not been observed by the consumer, the guarantee cannot be activated and the consumer will be contacted precisely to that effect. Unauthorized repairs include the replacement of paddings and retention systems on helmets and buttons and studs on shoes, provided that original CATLIKE products have been used.