1. General Terms and Conditions 

Fepsa – Feltros Portugueses S.A. has products for sale on the website www.fepsa.pt.www.fepsa.pt

FEPSA reserves the right not to process orders received from users who do not agree with the general terms and conditions of sale. These general terms and conditions of sale exclusively regulate the offer, transmission and acceptance of orders placed on www.fepsa.pt between consumers of the online shop and FEPSA.

The purchaser must provide FEPSA with a correct and complete e-mail address or other contact details and agrees that FEPSA may contact them using these details if it so wishes.

Payment must be made in advance by bank transfer, credit card, ATM reference or Paypal.

2. Orders

2.1 To place an order at www.fepsa.pt you must have an e-mail account and your browser must be configured to accept cookies and pop-ups, so that you can take advantage of all the online shop’s browsing conditions.

Placing an order at www.fepsa.pt is easy and secure:

• Select the felt(s) to order and click on “shopping basket”. This will store all the felts you have selected.
• To finish the purchase process, once you have selected all the items, click on the “send” button and fill in all the details requested.
• Confirm the shipping price.
• Select the payment method you want.
• You will receive confirmation of your order in your email inbox. If you don’t receive the confirmation e-mail, please check your spam/junk/ junk mail folder and if necessary contact us at site@fepsa.pt.

Your order will only be dispatched once payment has been confirmed by bank transfer, credit card, ATM reference or Paypal.

FEPSA informs you that the prices on www.fepsa.pt are exclusive to the FEPSA online shop and that the felts shown have limited stock and are sometimes exclusively available online.

FEPSA will guarantee orders received online only up to the limit of available stock and in the event of unavailability, FEPSA undertakes to inform the customer as soon as possible.

Confirmation of the order implies full and complete acceptance of the prices and description of the felts available for sale, as well as the conditions of sale.

The order will be kept on file by FEPSA and can be accessed by the customer by emailing site@fepsa.pt.

The order can be placed in Portuguese or English.

Confirmation of the order is sent to the email address indicated by the customer, so if you notice any errors, please notify us at site@fepsa.pt.

The details on the invoice are the sole responsibility of the customer. Once an invoice has been issued, it can never be reissued with changes.

Orders are valid for 5 days and prices, discounts and promotions cannot be guaranteed beyond this period. If payment is not validated by FEPSA within this period, the order will not be validated and will be automatically cancelled. It will be necessary to place a new order online.

We reserve the right to change prices, postage, discounts or any other value mentioned on the website without prior notice. There may be slight differences between the photo and the product.

2.2 Data verification

After receiving your order, we may carry out some checks on it before preparing it.

These checks may include address verification, credibility and fraud verification. Suspicions of fraud will be investigated and, if necessary, prosecuted. By confirming your order you agree to these conditions.

 

2.3 Right not to accept the order or to cancel the purchase.

FEPSA reserves the right to refuse any order for any reason. We also reserve the right to cancel any purchase (even if it has already been accepted by us), without liability for any damages or costs, among others, in the following situations:

• The product is no longer available/in stock (payments will be returned);
• The billing information is not correct or verifiable;
• The order is flagged by our Security Systems as an incorrect order or an order susceptible to fraud;
• The transfer to pay for the order has not been received by us within 5 working days of accepting your order;
• We believe you are under 18 years of age;
• There is an error in the price of the item;
• We are unable to deliver to the address provided.

 

2.4 Payment Methods

You can find the payment methods available when you complete the purchase process. We do not accept any other payment method than those mentioned. Please do not attempt to pay by any means other than those specified. If you do, we cannot be held responsible for loss of payment or any other damages that may result.

2.4.1 On the website www.fepsa.pt, FEPSA offers the User the following payment methods via Easypay – Instituição de Pagamento Lda:

a) Credit card (Visa, Mastercard);

b) Multibanco reference;

c) MB Way;

2.4.2 On the website www.fepsa.pt, FEPSA offers the User the following payment methods via Paypal:

a) Paypal;

2.4.3 On the website www.fepsa.pt, FEPSA offers the User the method of payment via Bank Transfer.

 

2.5 Prices

2.5.1 The prices of the products displayed on the website are subject to Value Added Tax (VAT) where applicable. Delivery charges are applied per order. The exact price of the shipping fee will depend on the country where your order will be delivered.

2.5.2 All prices are quoted in euros. Please note that changing the country of delivery may have an influence on prices due to transport costs.

2.5.3 Your total price

The total price specified in the final menu includes taxes and shipping costs.

Shipments outside Portugal: international shipments may be subject to customs duties and import taxes upon entry into the destination country, which we are not aware of. You should contact the local authorities to find out about these fees and their amounts, which differ from country to country and of which we have no knowledge.

Prices are quoted at the time of order confirmation, which you can print out or download for future use. Please only pay the exact amount specified on the order confirmation and make individual payments per order.

2.5.4 Price changes

The prices of the products shown on the website are subject to change. FEPSA reserves the right to change prices without prior notice. The prices displayed at the time of purchase are the prices applied to that purchase.

2.5.5 Price errors

Please note that even though the website is updated extremely carefully, it is possible that the price information on the website may contain errors. FEPSA is not committed to the offer and reserves the right to cancel your order in the event of such an error.

 

3. ORDER SECURITY

Despite all the security procedures carried out by us, the security of information and payments transmitted over the Internet or via e-mail cannot be guaranteed. FEPSA cannot be held liable for any damage suffered as a result of the use of electronic means of communication including, but not limited to, damage arising from failures or delays in the delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programmes used for communications or virus transmissions.

 

4. DESPATCH & DELIVERY

4.1 Delivery: where and when

We dispatch items Monday to Friday from 9am to 6pm. With the exception of public holidays and holidays. We can only fulfil the delivery of an order if the delivery address is a home or office located in one of the countries mentioned in the list of countries available in the purchase process.

To collect the parcel, you need to ensure that someone is at the address. This service does not include the option of scheduling or making an appointment, so the parcel will be delivered without prior contact from the carrier. We do not guarantee deliveries during the Christmas period or in the event of stock shortages.

A delivery is considered to have been made or a product is considered to have been delivered when the delivery receipt is signed at the agreed address.

 

4.2 Delivery times

Unless out of stock, your order will be dispatched on the working day following confirmation of receipt of payment. This can take between 3 and 5 working days (weekends, public holidays and holidays are not considered working days).

FEPSA shall not be liable for failure to fulfil, or delay in fulfilling, any obligation that is due to a force majeure event, i.e. an event, act or omission beyond its reasonable control.

We will endeavour to deliver on time, insofar as this is commercially reasonable. As a rule, we always do this, but we cannot guarantee timely delivery.

 

4.3 Partial deliveries

Whenever possible, we will endeavour to deliver everything in a single shipment. However, with the customer’s consent, we may split the delivery of the order. In this case, the customer will be notified by e-mail of our intention to do so. The e-mail address provided by the customer at the time of purchase will be used for this purpose. The customer must consent to partial delivery using the same method.

 

4.4 Inspection upon delivery

Upon delivery, the customer must inspect the packaging for any damage. If they find that the products are damaged, the customer must not accept delivery of the order, which will be returned. As soon as FEPSA receives and completes the returns process, it will replace the item or refund the amounts paid for the order and transport.

 

5. SHIPPING CHARGES

Shipping rates are applied per order. The exact price of each shipment depends on the country of delivery. The price for each country is calculated in the purchase process and shown to you for your information and validation.

Shipments outside Portugal: international shipments may be subject to customs duties and import taxes upon entry into the destination country, which we are not aware of. You should contact the local authorities to find out about these fees and their amounts, which differ from country to country and of which we have no knowledge.

 

6. RESERVATION OF OWNERSHIP

FEPSA retains ownership of the company’s products until it has received full payment for all such products.

 

7. RETURNS & CANCELLATIONS

7.1 Cancellation of order before dispatch/production

The customer can cancel the order as long as it has not yet been dispatched, in the case of a purchase via the online shop/outlet, or produced, in the case of a purchase via parcel.

In both situations, you must contact FEPSA and ask for your order to be cancelled. If the cancellation request is accepted, the customer will be notified via e-mail of this decision and the cancellation will be processed at no cost to the customer. If the cancellation request is not possible, the products will always be invoiced and sent to the customer.

 

7.2 Returns of items purchased through the online shop or outlet:

Upon receipt and if you wish to return the item, either because you are not satisfied with it or because it is defective, you must request via e-mail to site@fepsa.pt, within 15 days of receipt of the order, that the item be replaced or that the amount paid be refunded, stating the reason for this.

Once the return request has been received, FEPSA will process the collection of the item in good time.

However, the right to return only applies if the products:

• Have not been tampered with.
• Retain their original characteristics and the packaging is undamaged (carefully opened packaging will not be considered damaged).
• Are complete.
• Have not been tampered with and retain their identification label.

Once the return has been received and all the above requirements have been met, Fepsa will replace the item or reimburse the amount paid, according to the customer’s wishes. If there is no product with the same characteristics, you will be offered a replacement of equal or better quality and characteristics than the one originally ordered. The price invoiced will be that of the substitute product and not that of the one originally ordered.

The refund of the amount paid will always be processed using the same payment method used for the purchase.

 

7.3. Returns of ordered items:

Always check the items upon receipt of the order.

If you wish to return the item because it is defective, you must request this via e-mail to site@fepsa.pt within 15 days, stating the reason for the return.

As this type of order involves specific production for the customer, returns will not be accepted for cancelled orders.

Upon receipt of the complaint, the internal complaints handling procedure will be activated immediately and a reply will be sent within a maximum of 3 days.

The right to a replacement item or a refund of the amount paid will only apply if the defect is proven to be due to the felt.

And if the felt:

• Have not been tampered with and retain their original characteristics.
• Have not been tampered with and retain their identification label.
• Are properly packaged so that they are not damaged during return transport.

If FEPSA decides to collect the item, it will be processed in good time.

Once the return has been received and all the above requirements have been met, FEPSA will replace the item or reimburse the amount paid, according to the customer’s wishes. If it is impossible to replace it with a product with the same characteristics, you will be offered a replacement of equal or better quality and characteristics than the one originally ordered. The invoiced price will be that of the replacement product and not that of the one originally ordered.

Reimbursement of the amount paid will always be made using the same payment method used for the purchase.

 

7.4. Suggestions or complaints

Any suggestions or complaints can be sent to the e-mail address site@fepsa.pt, or by post to FEPSA – Feltros Portugueses, S.A., Rua de Cucujães, 192. 3701-910, S. João da Madeira, Portugal.

 

8. Availability

The fulfilment of all orders placed on the website is subject to availability. FEPSA endeavours to ensure that all items offered for sale on the website are in stock. However, FEPSA reserves the right not to accept any orders or to cancel orders already confirmed for products that are no longer in stock. In such cases, FEPSA will inform the customer and refund the amount paid.

 

9. Customer support

For additional information, you can contact FEPSA via e-mail at site@fepsa.pt; we will reply within 48 hours; or you can also call us on +351 256 880 550.

 

10. Changes to the terms & conditions by FEPSA

FEPSA has the right to amend these Terms & Conditions at any time. The customer is subject to the principles and terms in force on the date of his order, unless the law or competent authority imposes any change to them.

 

11. Information on the Website

Although FEPSA works on its website with the utmost care, the information, texts, graphic documents, films, music and/or other services may contain errors or be incomplete or incorrect. FEPSA cannot be held liable for any damage resulting from the use of (or inability to use) the website, including damage caused by viruses or any inaccuracy or imperfection of the information, unless such damage is the result of wilful misconduct or negligence on the part of FEPSA.