If you have received your order, and wish to exchange or return it, you are in the right place 👍

If you have not yet received or collected your order please click here.

AQUÁRIO, SA. is dedicated to offer the best experience to its Customers. This extends to the policy of exchanges and returns, where there is an effort to meet all and any need of the Customer.

Before buying a good, keep in mind that in what concerns the Contracts Resolution (Returns) there are in the Portuguese Law elements that differentiate a distance purchase (online and to be received at the address via carrier) from a purchase made / picked up directly in a commercial space.

Contract resolution (returns) - distance purchases (made at www.aquario.pt)

For distance purchases (online and to be delivered to your address via carrier), Portuguese law establishes a 14-day period (commonly known as the cooling off period) after taking physical possession of the goods, during which you may return the item(s) without the need to state a reason.
In cases of free Contract Resolution, return postage is borne by the consumer, as stipulated in paragraph 2 of Article 13 of Decreto-Lei No. 24/2014 of 14 February.

Contract rescission (returns) - purchases made directly in a retail store

For purchases made directly in commercial space, unlike what happens in distance purchases, the Portuguese Law does not establish the obligation of the selling company (in this case AQUÁRIO) to accept the Contract Resolution (Return) if that article is in conformity.

In these cases, despite Portuguese Law not imposing the selling company to accept the return of the good purchased by the consumer, AQUÁRIO, as a courtesy to its Customers, may after analysis, accept that return in the first 14 days after the purchase, however, the reimbursement can only be made via credit note. This credit note can be discounted partially or totally in new purchases in AQUÁRIO, after being attributed to the Customer account. The credit note is valid for 1 year.

Note: Withdrawal of orders in the commercial space resulting from reservations or purchases previously made through the Online Store, the legislation that governs purchases made directly in the commercial space will be applied, not counting this way as a purchase made at a distance.

1. Conditions of acceptance of returns/exchanges

Although returns/exchanges are accepted within the first 14 days on distance purchases (as described above), returned goods will only be accepted if they scrupulously respect the following conditions:

• 1.1. The returned item must be intact and without any marks/damage from use or removal of films.
• 1.2. You must return the item along with its packaging, manuals and accessories unblemished.
• 1.3. Along with the returned item, you must enclose the invoice for the item.
• 1.4. For products with "Online" stock, Aquario will be entitled to assess and make a decision on its acceptance.

In case of violation of any of these points, we will not be able to accept the return (and the consequent refund) or the exchange.

2. Items not accepted for returns/exchanges

There are items which by their nature cannot be accepted for returns/exchanges.

• 2.1. No exchanges or returns are accepted for headphones/earphones/headsets, batteries, power banks, batteries, memory cards, hard disks, consumables, software, assembled material, console accessories, electronic components or other equipment of the same nature.
• 2.2. No exchanges or returns will be accepted for televisions, printers, laptops, mobile phones, smartphones, smartwatches, tablets or other equipment of the same nature with broken seals of brand packaging.
• 2.3. Exchanges or returns of used and/or branded equipment are not accepted.
• 2.4. Products that have been activated.
• 2.5. Products that have been installed.
• 2.6. Large household appliances and/or built-in appliances.
• 2.7. Special customer orders: After Aquario places an order for a (some) product (s) to the supplier (s) or central warehouse, at the special request of a customer, the same is not responsible for the non-satisfaction of the product (s) as an automatic refusal of its return, since there was information/acceptance/agreement in the characteristics/specifications of the product (s).

  The articles on demand are defined in the product page "By Order" - Picture 1 or "Online - Available"  - Picture 2 (Valid only for products that do not have stock in shops) and are specifically ordered for the customer.Orders to supplier or central warehouse will only be made, after payment made.
  All products have a defined delivery time, but the same deadline may not be met, due to lack of stock at the supplier or central warehouse. In such cases, you will always be contacted.
  
  Picture 1)

  
  Picture 2)
  

3. Ways of refunding returns

If you want a refund, it will be done by the same way of the initial payment. AQUÁRIO will refund the amount paid for the article as soon as it is made a technical verification of the state of the product and verification of compliance with the conditions described above (Point 1). ​The value of the shipping costs will not be returned.

4. Initiating the return or exchange process

o initiate the return/exchange process you just have to go to one of the AQUÁRIO shops with the article and your invoice, or if you do not have that possibility, you can in your Client Area > My Orders, make a return request.
If accepted, the return postage will be charged to the consumer.
AItems that require specific care in their handling, transport and maintenance essential for their proper functioning, before purchasing them, you should make sure you know them. In case of malfunction, the equipment is sent to an external technical assistance, whose opinion is sovereign. If you do not agree with the report issued, you must provide proof of your arguments.

4.1.  If you wish to ship, please see instructions on how to ship your products

• Place your products in a well packed package..
• Stick the address label on the package
• Attach the return authorization label (You can find the return proof in your Client Area - Exchanges and Returns).
• Make sure that the return package contains all the items you received with all accessories (if any) related to this return.
• Send the package to the address indicated on the return label or by delivering it to one of our shops.
• The return request will be further processed once we have received and checked the returned package.
• Send together with the package a copy of the invoice.
• Send everything to:
  Aquário Electrónica
  Rua Dr. Júlio de Matos, 65
  4200-356 Porto - Portugal

4.2. How long do I have to send/deliver the product after opening the process?

You have 10 working days to send us the product, otherwise the process will be automatically cancelled.

5. Consult the status of the exchange or return request?

You can check here the status of your exchange or return here.

6. Do you want to cancel a return request?

It's simple. In your Client Area > Exchanges and returns, simply click on View Return > Cancel Request.
 

OPENING AN EXCHANGE OR RETURNS PROCESS 👉