Shipping, Exchanges and Returns Policy

This text describes the shipping conditions, exchange and return policy of the activity of EXOTIC POOLS, UNIPESSOAL LDA, owner of the Exotic Pools brand, referred to in this document as EXOTIC POOLS.

Shipping and Shipping

GEOGRAPHICAL ZONES

For online purchases, we only accept orders for delivery to addresses in mainland Portugal. We do not ship to PO boxes, post office boxes, or addresses outside of Portugal. For information on deliveries outside of Portugal or the islands (Azores and Madeira), please contact us by email or phone, Monday to Friday from 8:00 AM to 5:00 PM, using the contact details you can find on this page.

SHIPPING AND HANDLING

Shipping costs are shown at checkout. The shipping cost is based on the total weight of the products in the order and is updated according to the tables provided by the shipping companies.

We process all orders confirmed before 1 PM (business days) within 48 hours (2 business days), provided the items are in stock. In case of stock shortage, we will contact you to indicate the estimated time for your order to be processed.

Normally, your order will arrive the next business day after processing. Orders are processed Monday through Friday (excluding holidays). If we encounter any problems with your order, you will be contacted. Please note that deliveries may take longer for certain remote areas or if your order requires additional security validation. In any case, we aim to deliver all products within a maximum of 3 days after order confirmation.

All shipments require the signature of an adult (18 years or older) at the time of delivery. After signing to confirm acceptance of the delivered product, responsibility for the goods passes to you. If you have specified a third party as the recipient for delivery purposes (e.g., as a gift), then you understand and accept that evidence of a signature by that recipient (or at that delivery address) is proof of delivery and fulfillment of the sales contract by EXOTIC POOLS, with the consequent transfer of responsibility to the recipient.

We recommend that you inspect the package for any damage or signs of tampering before signing for and accepting it; if the packaging is visibly damaged, please refuse delivery.

PICK UP AN ORDER AT THE STORE

If you wish to collect your order at the EXOTIC POOLS physical store in Alverca do Ribatejo, you must present:

1. Order confirmation email.
2. Official photo identification (Citizen Card or Passport).
3. Proof of payment method used for the order.

If you wish for your order to be collected by a third party, they must present a copy of the documents mentioned in the previous item and a signed authorization statement from you, mentioning the details of the order.

All orders confirmed by 1:00 PM (business days) will be available for collection within 48 hours (2 business days), provided the items are in stock. In case of stock shortage or other unforeseen circumstances, you will be contacted. EXOTIC POOLS will hold your order for 15 days; if collection is not made within this period, the order will be cancelled.

PROBLEMS WITH DELIVERY

If your order is delayed, please contact us by email or phone. Upon receiving your order, please carefully inspect the contents of the package. If there is any discrepancy between what you ordered and what you received, please let us know immediately. EXOTIC POOLS is committed to resolving the situation in accordance with our exchange and return policy and current legislation.

As a consumer, you have the legal rights provided by law regarding products that are not delivered within the legal period of 30 days.

We will not be liable for any failure or delay in our obligations caused by events beyond our reasonable control (force majeure). Force majeure includes any act, event, omission or accident beyond our control, including, but not limited to, the following:

1. General strike or other forms of protest that significantly affect the country.
2. Disturbances of public order, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not) or preparation for war.
3. Fire, explosion, storm, flood, earthquake, collapse, epidemic, or any other natural disaster.
4. Inability to use trains, boats, aircraft, motor vehicles or other means of transport, public or private.
5. Inability to use public or private telecommunications systems.
6. Officially recognized pandemic or health emergency situations.

Our obligations under the contracts will be considered suspended during the period in which the force majeure events occur, granting the company an extension of the deadline to fulfill such obligations for a period equal to the duration of the impediment. We will use all reasonable means to bring the force majeure events to an end or to find a solution that allows us to fulfill our contractual obligations.

Exchanges and Returns

As a consumer, you have the legal right to exchange and/or return all or part of your order for any reason, at any time, up to 14 days after receiving the ordered items, in accordance with Decree-Law No. 24/2014 of February 14, as amended. The legal right of free withdrawal does not apply to products that have been engraved, personalized, manufactured to specific order, or whose protective and hygiene seals have been broken after delivery.

After this 14-day period, returns and exchanges will only be permitted in case of product defects or non-conformity, in accordance with the legislation on guarantees of consumer goods in force (Decree-Law No. 84/2021, of December 9).

When you return items from your order, and after they have been received and inspected at our facilities, we will refund the price paid for the products within a maximum of 14 days using the same payment method that was used in the initial transaction.

1. Credit card (Visa / Mastercard / American Express) or PayPal: The amount is automatically credited to the original account or card.
2. ATM, MB WAY or Debit Card: The refund will be made by bank transfer to the IBAN expressly indicated by the customer.

We are legally permitted to withhold or reduce the refund amount to reflect any depreciation of the goods resulting from handling that exceeds what is strictly necessary to ascertain the nature, characteristics and functioning of the product. No refunds will be given for custom or expedited shipping services requested by the customer.

EXOTIC POOLS reserves the right to refuse returns if the returned items do not meet the following requirements:

1. Exchanges or returns are not accepted for personalized items, custom-made items, or items with a broken protection/warranty seal.
2. Items purchased directly from a physical store can only be returned or exchanged at that store.
3. The maximum legal deadline must be respected, starting from the date of receipt.
4. For the return to be processed, the customer must present an unequivocal written statement (sent by email).
5. The item must be returned in perfect condition, with the original protective films, showing no signs of use or wear, accompanied by the original intact packaging and all accessories (manuals, labels, warranties, bags or attached documentation).

Exchanges or returns will not be accepted for products showing signs of misuse, negligence, scratches, marks from drops, impacts, or oxidation on non-water-resistant components.

To exercise your right, simply send us an email with the following information:

• Statement of intent (whether you want an exchange or a return)
• order number
• Sales document number (Invoice)
• Product serial number (when applicable)
• Product Description
• Customer's name and address as they appear on the order.
• Payment method used and corresponding IBAN (if applicable)

HOW TO PROCEED WITH A RETURN VIA MAIL / COURIER

To ensure the process is managed efficiently, please contact us by email or phone before sending your order.

1. Please send us the completed notification email with the information above.
2. The products must be properly packaged and shipped to the following official address:

EXOTIC POOLS, UNIPESSOAL LDA Várzea Business Centre – Warehouse 2, Arruda Road 2615-204 Alverca do Ribatejo Portugal

The customer is responsible for paying all shipping costs incurred when returning the product. We recommend using a registered and insured shipping service, as EXOTIC POOLS is not responsible for items lost, stolen, or damaged during return transit.

HOW TO PROCEED WITH A RETURN AT A PHYSICAL STORE

Products purchased online can also be returned or exchanged at our physical store in Alverca do Ribatejo. To do so, the customer must:

1. Present the original purchase invoice and the items in perfect condition, as described above.
2. In case of an exchange, you may choose to select another item of equal or greater value (paying the difference) or request the issuance of a credit voucher corresponding to the value of the product, valid for exclusive use in the physical store for a maximum period of 12 months. The credit issued in the physical store cannot be redeemed on the online platform.

Official Contacts for Online Shopping

To exercise your right of withdrawal or for any further clarification, EXOTIC POOLS provides the following channels:

• Company Name: EXOTIC POOLS, UNIPESSOAL LDA
• Tax Identification Number (NIF) / Tax Identification Number (NIPC): 519462440
• Share Capital: 1.000,00 €
• Management: Rui Manuel Rodrigues Viana
• Postal Address: Várzea Business Center – Warehouse 2, Arruda Road, 2615-204 Alverca do Ribatejo, Portugal
• Support Email: geral@exoticpools.pt
• Customer Service Line: (+351) 962 243 354 (Available Monday to Friday, from 8:00 AM to 5:00 PM – Call to the national mobile network)