Warranty and Returns
The Customer has 30 working days from the date of receipt of the order to cancel the contract or return the product, in accordance with paragraph 1 of article 6 of Decree-Law No. 143/2001. Products to be returned must be sent to the following address: Rua Recta de Gomil, nº 5, 4595-144 Paços de Ferreira, Portugal. Returns of products that have already been used, damaged, or whose packaging shows signs of tampering will not be accepted. In case of contract termination, PlateaHome undertakes to reimburse the amounts paid by the consumer within a maximum period of 30 days.
Customized or made-to-measure products
Returns, cancellations, or refunds do not apply to personalized goods, as stipulated by law.
"Goods supplied that are produced or ordered according to consumer specifications or are clearly personalized cannot be returned."
Any goods ordered with alterations to their standard dimensions or with colors different from those shown in the product photos cannot be returned.
Upholstered items such as sofas, chairs, and armchairs, manufactured to order and upholstered in the materials and colors chosen by the customer, cannot be returned because they are personalized items.
The items found on this website have sizes and colors that are as close as possible to the genuine article, but please note that in some cases they may not correspond 100% to reality. For specific cases, please verify all information with the technical department before ordering, as returns due to technical reasons will be the sole responsibility of the customer.
Damaged Items
We recommend that you pay attention to the external condition of the packaging, as it may reflect possible damage to the product.
Upon delivery and in the presence of the delivery person, you must check the condition of the product before signing the shipping document and accepting the order. If the product is damaged, please return it immediately.
Alternatively, photograph the damage and send the photo by email or WhatsApp within 24 hours so that we can activate the transport insurance.
Important: Claims for damage during transport will only be accepted up to 24 hours after delivery. After that, for claim purposes, damage caused by misuse will be considered, and the customer will be responsible for the return and shipping costs as well as the repair costs.
The product's condition is considered verified once the Delivery Note is signed.
Warranty: All products have a 24-month warranty. In case of return due to a manufacturing defect, it will be evaluated by a qualified technician. If the manufacturing defect is proven, it will be repaired at no cost to the customer.
Any package received at our facilities without sender identification or sent collect on delivery will not be accepted.
Information regarding the consumer's (private client's) right to terminate the contract is described in detail in Decree-Law No. 143/2001 and Decree-Law No. 82/2008.
Regarding the right of termination of the contract by Companies, Institutions, Freelancers and Sole Traders, the general law of the Portuguese Civil Code applies, namely the rules set out in Decree-Law 67/2003.
You can resolve questions about returns and other issues through:
Customer Service
Telephone: 255 863990 - Monday to Friday from 9:00 AM to 12:00 PM and from 2:00 PM to 6:00 PM
Email: platea@plateahome.pt
WhatsApp: +351 928314198