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Client Support

Frequently Asked Questions

In order for us to carry out the collection of used equipment, you must register with us. add the information - "Collection of Used" in the order remarks.

Important: Collection of Used Equipment will be free of charge. It is carried out according to the following services:

Standard Service - Collection on Floor 0
Premium Service - Collection inside your home (The equipment must have all connections removed and ready to be collected. If it is built-in equipment, the it must be outside the recess, otherwise it cannot be collected.

The collection of used equipment must be carried out at the same time. be of the same type as the equipment(s) purchased. Applicable only to the collection of 1 (one) unit.

If you have a Credit (Voucher / Credit Note) and you have a customer record in our company you can use it online.

Otherwise, and according to the information available in the document, you can only benefit from it by going to one of our shops.

To use it online, you must log in to your account (the account must have the same VAT number as the document) and in your shopping cart you will find the information to "Discount balance in C/C".

Important: This information will only be available if the value of your order is higher than the balance in C/C, so you must use the balance in full (The same criterion does not apply if you prefer to use the balance in our shops where you can use the balance partially).

We also highlight that the credit in C/C has 1 year of validity after being issued.

AQUÁRIO, SA. is dedicated to offering the best experience to its Customers. Isso estende-se à política de assistência, onde existe um esforço para atender a toda e qualquer necessidade do Cliente. To open a repair or guarantee process click aqui.
Artigos que requerem cuidados específicos no seu manuseamento, transporte e manutenção essenciais ao seu bom funcionamento, antes de o adquirir, deverá certificar-se que os conhece. Em caso de avaria, o equipamento é enviado para uma assistência técnica externa, cujo parecer, é soberano. If you do not agree with the report issued, you should provide proof of your arguments.

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 any and all needs of the Customer. To make an exchange or return click here.

Track your long-awaited order. If you have already received an email and/or SMS with the tracking number click here so you can track your order.

Because we know you are looking forward to your order and because your happiness is our main motive, we offer you the best shipping costs that you can consultaqui.

Fast and safe payment methods because trust is the basis of proximity we offer you the payment methods that you can consult here.

To make a registration, you can go to the top right corner of the page - "Client Area", button "Register", then you just have to fill in all the fields of the registration form.
Aquario, SA. declines any responsibility for delays in the delivery of orders due to missing or incorrect registration data.

To place an order, there are several possibilities.

You can make a registration and then add the desired products to the cart by clicking on the button "Shopping Cart". (Preferred)

You can proceed to add products to the "Shopping Basket", directing you to "Checkout".

And still make the purchase without creating any kind of record and / or without NIF. However, you will have disadvantages (You will not be able to consult your purchase history and track your order, you will not be able to purchase and select the shipping method "Cash on Delivery", and also in a future purchase you will have to fill in all your data again)
For orders sent "on delivery" and not claimed by customers, Aquario, SA. reserves the right to request pre-payment on future orders, plus the amount of postage due.
When you receive your order you should check the condition of the packaging. If they present any anomaly you should immediately report the situation to our logistics department, via email: [email protected]

IMPORTANT: Online orders placed within the commercial spaces Aquário, SA will have to wait for the entire logistics process previously announced. Under these conditions, Aquário, SA declines any responsibility, being delivered the product (s), at the shop price.

Aquário offers its customers several ways to receive the products purchased.
The customer can choose to send the products through the services of NACEX in mainland Portugal or CTT in the case of shipment to the Islands. 

We also offer the option of picking up in shop - Júlio de Matos, Alegria and Braga.

If you choose delivery via NACEX or other carrier, the shipping cost will be added to the price of the order.

The "OFFERED SHIPPING" campaigns are exclusive to shipments to mainland Portugal and orders weighing up to 15Kg (In case of excess will be charged +0.25 for each KG exceeded. Limited to the shipping service "NACEX".

The delivery date of each article that can be consulted in the page of each product is a shipping forecast for Continental Portugal, this forecast is based on the normal functioning of all entities involved in the expedition and delivery of the order.
All orders are shipped by AQUÁRIO, SA with the same speed, however, for issues unrelated to AQUÁRIO, SA, the delivery of these by the carrier may occasionally suffer slight delays;

AQUÁRIO, SA only dispatches on working days. Thus, neither weekends nor holidays are taken into account to estimate the delivery of orders.

How is the delivery estimate calculated?
The estimated order delivery calculation is based on the estimated order preparation time (all products in the order) + the order delivery time.

If the product is unavailable, the consumer will be informed within 30 days of the estimated delivery time - if the unavailability is temporary - or that delivery will not be possible, in which case the consumer will be refunded the exact amount paid, without any other surcharge.

The stock on the site is not updated in real time.

Aquario is not responsible for checking possible stock errors.

You should confirm the availability of any product before going to any Aquario shop.

The partner shops do not provide stock from the Aquarium shop. They are only intended as pick up points for orders placed on the site www.aquario.pt/en.

Due to possible changes of suppliers or manufacturers of products, the images on the website may not correspond exactly to the real product, keeping the characteristics of the same constant. Aquário is therefore exempt from any liability.

You must contact us to change the order. If the order is still on our premises we will proceed to change the order.

If the order is incomplete due to stock rupture, we will contact you within 30 days to change it for another equivalent product or keep the amount in credit for the next order, or we will refund the amount.

At any time, if you have any questions regarding your order, please contact us by here

Any order may be cancelled in the following situations:
- Products ordered being discontinued and not available for delivery;
- Insufficient or false customer data;
- The non-payment of the order within 3 days after the date on which it was definitely made implies its automatic cancellation.
- Items indicated as "Online Exclusives" will only be available via online purchase.

Used equipment collection:
We will collect your used equipment free of charge if requested in the comments when placing your order.

Aquário, SA uses its own adhesive tape in its packaging (box), so our customers can not accept any order that has tape from outside Aquário, SA. (except those used by the authorities in order to investigate / detect in case of surveillance) or the brands themselves.
Aquário, SA may also, in the case of small volumes, use single-opening bags, identified with the logo of the transporter (which you selected at the time of purchase).

In the event of detecting any externally visible damage of the goods, the customer must refuse to receive the package(s) in question and immediately communicate that fact to Aquário, SA, through the number 22 50 72810, or through the email [email protected] which is the preferred and fastest in treatment.

Prices shown include VAT at the legal rate in force.

There are 2 types of prices: Online Price  (Blue)  and   Store Price  (Black). If you buy online by selecting one of the existing shipping methods the price will be the Online Price, if you buy in one of our shops the price will be the Store Price. Product prices may change without notice.

Under the provisions of Decreto-Lei No. 7/2004 of January 7 (as amended by Decreto-Lei No. 62/2009 of March 10 and Law No. 46/2012 of August 29), Aquário, SA reserves the right to unilaterally cancel any orders, whose final price is wrong or outdated or whenever there is a programming error, malfunction of equipment of Aquário, SA as well as in case the contract proposal arrives wrongly at its destination and the error affects an essential element of the contract. The customer will be notified of this fact before the payment has been made, however, if the payment has already been made the customer will be reimbursed in full.

If in doubt you should contactar-nos. Aquario disclaims any liability for any initiative taken.

Articles defined with "Free Shipping" will only be covered by the carrier "Kargo" and "Nacex" (Nacex Point not included), in prepayment. Valid only for mainland Portugal and non reseller customers.
"Free Shipping" is valid for selected products only. If you add more than one product to your order, not being, also, as "Free Shipping", the value of the postage for the remaining products will be charged.

Aquário, SA designates the products in promotion by the following labels "Percentage Discount", "Discount Amount", "Promotions" and "Sales".
The products on promotion may only be associated to a certain promotional quantity, being attributed the designation - "There remains x (quantity) on promotion". In these cases and although there may be more units in stock, the promotion will only be valid for the quantity on promotion or until the end of the promotion (the first to finish is interpreted as the first to finish).
The products designated as "Low Price", will not be interpreted as a promotion, but as a commercial "Low Price".

Vouchers are assigned as a discount coupon at Step 6 of your checkout. When a voucher is assigned "Free Shipping Offer", the same value is discounted at Step 6, regardless of whether it shows the value of shipping at Step 4.
To add your promotional code go to your cart - Promotional coupon.
If you wish to remove the promotional coupon from your cart, you will need to remove all products and then add the new one.
Promotional coupons that are not used in the place intended for this purpose are considered invalid and the same discount will not be applied.
Each Aquário Gift Card can only be used once and only by one customer. The value of the purchases must be equal or greater than the value of the Gift Card. For example, if you buy a product worth 11EUR, using a Gift Card of 10EUR, you must pay the excess amount. You cannot use a Gift Card for purchases of less than the value of the Gift Card.

Order statuses consist of:

  • New - The order is under analysis.
  • Awaiting payment  – The order is awaiting payment to be processed by the shipping services.
  • In process  –   to be processed by shipping services.
  • Processed  –   the invoice has been processed and issued.

Dispatches:

  • In Distribution - Your order has already been shipped. is in distribution by the carrier.
  • Delivery with Incidence - The order has an impact on delivery by the carrier.   consult the reason for the incident on the carrier's platform. We recommend contacting the carrier or contacting us directly.
  • Delivered - Your order has already been shipped. has been delivered.
  • Cancelled Delivery - The delivery of the order by the carrier has been cancelled.

In-Store Surveys:

  • Awaiting Collection - Your order has already been shipped. has been processed and is awaiting withdrawal.
  • Delivered - Your order has already been shipped. has been delivered.
  • Cancelled/Cancelled - Orders due to non-payment, may be cancelled. be canceled without any prior notice. They may also be canceled if requested and they are still in our facilities.
  • Returned - Your order has been returned at your request and a refund has been issued.

Check the status of your order here.

After Aquario makes an order of one (a) product (s) to the supplier (s) or central warehouse, at the special request of a customer, it is not responsible for the non-satisfaction of the product (s) as an automatic refusal of its return, since there was information / acceptance / agreement on the characteristics / specifications of the product (s).
Made to order items are defined on the product page "By Order" - Image 1 or "Online - Available  - Image 2 (Valid only for products that are out of stock in the shops) and are specifically ordered for the customer. Orders to supplier or central warehouse will only be placed after payment has been 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.

Image 1)


Imagem 2)

Do you want resale prices and don't know how to do it?

Aquario works both with End Customers and Professionals of the various product areas it represents. If you are a professional or company of one of the product areas represented by us and if you want to have access to prices and other advantages of resale customers, we suggest you register by selecting the profile Reseller or Technician/Installer. 

Learn morehere.

If abuse of bugs (exploits) is detected when ordering products or services through our website, they will be automatically cancelled and the amounts paid by the customer will be refunded.

If the "exploit" is repeated more than once, Aquario, SA reserves the right to delete that customer's account without returning any points or information about previous orders.

If the customer does not pick up the order within 30 (thirty) days, they will be considered abandoned in accordance with Article 1318 of the Civil Code, without any right to reimbursement, given that Aquário, SA acquires the right of ownership over them.

In accordance with the Law 144/2015

Company adhering to CNIACC

Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Through the CICAP (PORTO - www.cicap.pt ) And CIAB (BRAGA - www.ciab.pt)

Centro de arbitragem Universidade Autónoma de Lisboa
Rua de Santa Marta, n.º 43-E, 1.º C
1150-293 Lisboa
Tel: 213 177 660 / Tlm: 919 113 260

Centro de informação de consumo e arbitragem do Porto
Rua Damião de Góis, 31 Loja 6 - 4050-225 Porto
Tel: 225 029 791 / 225 508 349

Consult here.

Aquario, SA offers in all its physical shops a TaxFree service for purchases made within the commercial supermarkets (online purchases not included).
For more information you can consult here.

Orders 2ª Via:
For orders of 2ª Via invoices, you must send us the request to info@aquario .pt
Important: The issue of 2ª   have administrative costs.

Correction/Change of invoices:
Check your invoice and if you detect any error or need for correction, you have a period of 3 working days to report it to us and request the correction. After this period, it is not for us to apply. It is more possible to correct data from previously issued documents.

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