Refund policy
Last Updated: 29/05/20206
1. OVERVIEW
This Refund & Return Policy applies to purchases made through friendroid.eu and is operated by FRIENDROID, LDA.
We aim to provide a fair and transparent return process while complying with applicable consumer protection laws.
2. RIGHT OF WITHDRAWAL (EU CONSUMERS)
If you are a consumer residing in the European Union, you may have the right to withdraw from your purchase within 14 calendar days from the date you receive the product without providing a reason.
To exercise your withdrawal right, please contact:
before the expiration of the withdrawal period.
3. RETURN CONDITIONS
Returned products must:
- be returned within the applicable return period;
- include all accessories, manuals and original packaging where reasonably possible;
- not show signs of excessive use, damage or misuse;
- be packaged appropriately for transport.
We reserve the right to reduce any refund amount where the value of the product has been diminished due to handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
4. NON-RETURNABLE ITEMS
To the extent permitted by applicable law, the following items may not be eligible for return:
- customized or personalized products;
- products made to customer specifications;
- software licenses delivered electronically;
- downloadable digital content;
- gift cards;
- products sealed for hygiene reasons once unsealed;
- products expressly identified as non-returnable on the product page.
5. RETURN PROCESS
To initiate a return, please contact:
and provide:
- order number;
- product details;
- reason for return (optional where withdrawal rights apply);
- photographs where relevant.
We may provide return instructions and a return address after reviewing the request.
Products returned without prior authorization may experience processing delays.
6. RETURN SHIPPING COSTS
Where a customer exercises a voluntary return or withdrawal right, the customer may be responsible for return shipping costs unless otherwise required by applicable law.
Where the return results from:
- a defective product;
- a damaged product upon delivery;
- an incorrect product shipped by us;
reasonable return shipping costs may be reimbursed.
7. DEFECTIVE OR DAMAGED PRODUCTS
If a product arrives damaged or defective, customers should notify us as soon as reasonably possible and preferably within 7 days of delivery.
Customers may be asked to provide:
- photographs;
- videos;
- product serial numbers;
- packaging information.
This information helps us evaluate warranty claims and coordinate with manufacturers, suppliers or logistics providers.
8. MANUFACTURER WARRANTIES
Certain products may be covered by manufacturer warranties.
Where applicable, customers may be referred directly to the manufacturer or authorized service provider.
Manufacturer warranties are subject to the manufacturer's own terms and conditions.
9. REFUNDS
Approved refunds will generally be issued using the original payment method.
Refund processing times may vary depending on:
- payment provider;
- banking institution;
- payment method.
Refunds may take several business days to appear after processing.
10. PARTIAL REFUNDS
Where permitted by law, partial refunds may be issued if:
- products are returned incomplete;
- accessories are missing;
- products are damaged due to misuse;
- products show excessive wear inconsistent with normal inspection.
11. LOST OR REFUSED SHIPMENTS
If a shipment is refused by the customer or returned due to incorrect information provided by the customer, additional shipping, handling or storage charges may be deducted from any refund where permitted by applicable law.
12. DROPSHIPMENT PRODUCTS
Certain products may be shipped directly by suppliers or manufacturers.
Return procedures for such products may differ from products shipped from our warehouse.
Specific instructions will be provided on a case-by-case basis.
13. CHARGEBACKS
Customers are encouraged to contact us before initiating payment disputes or chargebacks.
We reserve the right to provide order records, shipment records, communications and related evidence to payment processors when responding to chargeback claims.
14. LIMITATION
Nothing in this Policy limits or excludes any mandatory consumer rights that cannot be waived under applicable law.
15. CONTACT
FRIENDROID, LDA
ESTR de São Tiago, 376
2415-543 Marrazes
Leiria
Portugal