Exchanges and Returns

Cancellation or return of online orders

The user may cancel the online order placed at www.freetofly.pt at any time until payment has been made, with the right to a refund of the total amount paid.

After receiving the order, under the terms of article 10 of Decree-Law no. 24/2014, of 14 February, the user has the right to cancel or return their purchase, without having to invoke any reason or any costs are charged.

Communication of the free termination of the contract must be made by the user to FREETOFLY via e-mail or contact form, or by any other unambiguous form of the free resolution form model now available.

Within the scope of FREETOFLY's customer satisfaction policy, the exercise of the right to free resolution must occur within the following deadlines:

Non-loyalty customers: the user has 30 days from the purchase or, if the purchase involves several items, from the day on which the user, or a third party indicated by them (except the carrier), acquires physical possession of the last item;

Loyal customers: the user has 45 days, counting after the purchase or, if the purchase involves several items, from the day on which the user, or a third party indicated by him/her (except the carrier), acquires physical possession of the last item.

Within the indicated period, the user may also exercise the right of free resolution via any FREETOFLY interface, simply by clearly and unequivocally expressing this intention and, if possible, returning the purchased items. The user has a period of 14 days, counting from the date on which he communicated the termination of the contract, to return or deliver the goods to FREETOFLY.

In view of the resolution identified above, FREETOFLY will reimburse the user for all payments received. The refund of amounts paid by the user will occur within 14 days after FREETOFLY was informed of the contractual termination and will be made using the same payment method used in the initial transaction. As long as the goods are not received, or the user does not provide proof of their return, FREETOFLY may withhold reimbursement of the amounts spent by the user. Refunds will only be made after checking the condition of the goods.

The costs inherent to the return of goods, the purchase and sale contract of which the user has terminated by exercising the right of free resolution, are borne by FREETOFLY, unless the delivery method selected by the user is more expensive than that proposed by FREETOFLY .

The user must preserve the goods in such a way as to be able to return them to FREETOFLY in the appropriate conditions of use, with all their original components, accessories and packaging, being able, however, and with due care, to inspect and manipulate the goods. FREETOFLY reserves the right not to accept the return of items that show signs of misuse or that have been tampered with in comparison with their original condition.

The user does not have the right to terminate the contract in the case of personalized and/or custom-made products, or which, by their nature, jeopardize the appropriate safety and hygiene conditions of the product in question.