Terms of service

OVERVIEW

Welcome to FEPSA - Feltros Portugueses S.A. (“FEPSA”, “we”, “us” or “our”).

We operate this store and website, including all related information, content, features, tools, products and services (the “Services”), to provide you with a curated shopping experience. Our store is powered by Shopify, which enables us to provide the Services to you.

These Terms of Service (“Terms”), together with any policies referenced herein (including our Privacy Policy and Refund Policy, govern your use of our Services.

Our products are intended primarily for professional use by hatters, designers and industry professionals.

By using our Services, you agree to these Terms. If you do not agree, you must not use our Services.

SECTION 1 - ACCESS AND ACCOUNT

To use our Services, you must be at least 18 years old or acting on behalf of a business or professional entity.

You agree to provide accurate, complete and up-to-date information when placing an order.

You are responsible for maintaining the confidentiality of your account and for all activities under it.

SECTION 2 - OUR PRODUCTS

We make every effort to ensure accurate representation of our products. However:

  • Colours may vary depending on screen and device settings;
  • Natural and production variations in felt (including colour, texture, density and finish) may occur;
  • Minor tolerances are inherent to the manufacturing process.

Products classified as second-quality are sold with known imperfections. By purchasing such products, you acknowledge and accept these characteristics.

All products are subject to availability and may be discontinued or modified without notice.

SECTION 3 - ORDERS

Placing an order constitutes an offer to purchase.

Orders are only accepted after payment confirmation. FEPSA reserves the right to refuse or cancel any order, including where:

  • Products are unavailable;
  • Payment is not received within 5 days;
  • Billing or shipping information is incorrect;
  • The order is flagged as fraudulent;
  • There is a pricing or technical error.

Orders are valid for 5 days and will be automatically cancelled if unpaid.

SECTION 4 - PRICES AND BILLING

All prices:

  • Are listed in Euros (€);
  • Are displayed excluding VAT;
  • VAT will be applied at checkout where legally required.

For customers within the European Union:

  • VAT is applied unless a valid VAT number is provided and successfully validated via VIES;
  • Customers with a valid VAT number may be exempt under the reverse charge mechanism.

Important:

If the delivery address is located in Portugal, Portuguese VAT (currently 23%) will be applied regardless of the customer’s VAT number or country of registration, in accordance with applicable tax rules.

For customers outside the European Union:

  • VAT is not applied;
  • However, customs duties, import taxes or other local charges may apply and are the responsibility of the customer.

Shipping costs are calculated at checkout.

Customers are responsible for providing a valid VAT number at checkout to benefit from VAT exemption where applicable.

Prices and promotions may change without notice.

Promotions (EU Compliance)

Discounts comply with EU legislation. The “previous price” corresponds to the lowest price applied in the previous 30 days.

SECTION 5 - PAYMENT METHODS

Accepted payment methods include:

  • Shopify Payments (credit/debit card)
  • PayPal
  • Bank transfer

No other payment methods are accepted.

SECTION 6 - SHIPPING AND DELIVERY

Orders are dispatched Monday to Friday (excluding holidays).

Estimated delivery times are 3-5 working days after dispatch but are not guaranteed.

We are not responsible for delays caused by carriers, customs or events beyond our control.

Delivery is considered completed when the order is delivered to the specified address.

Customers must inspect deliveries upon receipt. If damage is detected, the delivery should be refused.

SECTION 7 - RETURNS AND CANCELLATIONS

Returns

Returns must be requested within 15 days of receipt by contacting marketing@fepsa.pt.

Return shipping costs are the responsibility of the customer.

Products must:

  • Be unused
  • Be complete
  • Retain original packaging
  • Include identification labels

Exclusions

Returns are not accepted for:

  • Second-quality products
  • Products with disclosed or inherent imperfections
  • Products that have been used or altered

Defective Products

If a product is defective beyond expected tolerances, you must notify us within 15 days.

If confirmed, we will replace the product or issue a refund.

SECTION 8 - SHIPPING COSTS

Shipping costs are calculated per order and destination.

International orders may be subject to customs duties and taxes, which are the customer’s responsibility.

SECTION 9 - RESERVATION OF OWNERSHIP

Ownership of products remains with FEPSA until full payment has been received.

SECTION 10 - ORDER SECURITY

While we implement appropriate security measures, we cannot guarantee complete security of electronic communications.

FEPSA is not liable for damages resulting from electronic transmission failures, viruses or third-party interference.

SECTION 11 - INTELLECTUAL PROPERTY

All content on this website is owned by FEPSA or its licensors and is protected by applicable intellectual property laws.

SECTION 12 - THIRD-PARTY LINKS

We are not responsible for third-party websites linked through our Services.

SECTION 13 - RELATIONSHIP WITH SHOPIFY

Our store is powered by Shopify. All purchases are made directly with FEPSA.

Shopify is not responsible for any transactions or products.

SECTION 14 - AUTOMATED ACCESS (AGENTS)

You may not use bots, scraping tools, or automated systems to access or interact with the Services without our permission.

SECTION 15 - LIMITATION OF LIABILITY

To the fullest extent permitted by law, FEPSA shall not be liable for indirect or consequential damages, including loss of profit or business.

SECTION 16 - GOVERNING LAW

These Terms are governed by Portuguese law.

SECTION 17 - CHANGES TO TERMS

We reserve the right to update these Terms at any time.

SECTION 18 - CONTACT INFORMATION

FEPSA - Feltros Portugueses S.A.

Rua de Cucujães, 192

3700-096 São João da Madeira

Portugal

Email: fepsa@fepsa.pt

Support: marketing@fepsa.pt

Phone: +351 256 880 550

VAT: 507526554