Refund policy
Last updated: 30-09-2026
This Policy sets out the rules applicable to returns, exchanges and refunds for purchases made in the Lusitools Online Store of LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A. (hereinafter “LUSILECTRA” or “Online Store”), supplementing the respective Terms of Service.
Contacts for returns and customer support
- Telephone: +351 226 198 750 (call to a Portuguese national landline)
- General e-mail: info@lusitools.com
- Address for returns/store collections: Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal
The Online Store delivers to Portugal and Spain.
By making a purchase, the Customer declares that they have read and accepted the Terms of Service and this Policy.
1) Right of Withdrawal (Consumers)
If the Customer is a consumer (purchase for non-professional purposes), they may exercise the right of withdrawal within 14 days from the day on which they acquired physical possession of the product(s).
How to exercise it:
- Send an unequivocal statement of withdrawal to info@lusitools.com, stating the order number, the item(s) to be returned and contact details;
- Alternatively, use the Model Withdrawal Form included in the Terms of Service (complete it and send it by e-mail).
Returning the product(s):
- After notifying the withdrawal, the Customer must return the product(s) to LUSILECTRA within 14 days.
- Unless otherwise indicated, the direct cost of returning the goods is borne by the Customer.
- We recommend using a registered/tracked shipping service and suitable packaging.
Refund:
- LUSILECTRA refunds all payments received, including delivery costs (where applicable, up to the least expensive delivery method offered), within a maximum of 14 days of receiving the decision to withdraw from the contract.
- LUSILECTRA may withhold the refund until it has received the returned goods or proof of their dispatch, whichever occurs first.
- The refund is made using the same payment method used for the purchase, unless expressly agreed otherwise.
Condition of the product(s):
- The Customer may inspect the item as they would in a physical store.
- The refund may be adjusted in the event of diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (e.g. actual use, damage, missing accessories, cables, manuals, original packaging or consumables).
Common exclusions from the right of withdrawal (where applicable to the item purchased):
- Goods made to measure or clearly personalised;
- Sealed goods that cannot be returned for health protection or hygiene reasons and that have been unsealed after delivery;
- Sealed media/software (licences, cards, electronic consumables) that have been opened/activated.
2) Returns for Non-Conformity, Defect or Shipping Error
If the product has a defect, non-conformity or there has been a shipping error, LUSILECTRA will provide, at no cost to the Customer, repair, replacement, collection and/or refund, as applicable.
Procedure and deadlines:
- Report by e-mail to info@lusitools.com with the order number, a description of the problem and photos/videos where possible.
- Transport damage: must be reported as soon as it is detected and preferably within 48 hours of delivery, keeping the original packaging.
- After validation, LUSILECTRA will schedule a collection or provide return instructions at no cost.
Legal warranty:
- Consumers: minimum legal warranty of 3 years (a longer commercial warranty may apply, as stated on the product page).
- Non-consumer customers (professionals/businesses): warranty of 6 months.
3) General Return Conditions
For a return to be accepted and the refund/exchange processed correctly, the following rules must be observed:
- The item must be returned complete, with all accessories, manuals and original packaging in good condition;
- There must be no signs of improper use, permanent installation, damage, dirt, perforations or any alterations affecting the integrity of the product;
- Serial numbers/factory labels (where applicable) must be intact;
- Include a copy of the invoice and the order number inside the package;
- We recommend protecting the original packaging with an additional outer box for transport;
- LUSILECTRA may refuse returns of items that have been installed, used or damaged through improper use or inadequate return packaging.
Note: For technical and safety reasons, electrical/electronic parts and consumables that have been opened/installed may not be eligible for return, except in the case of a validated defect or non-conformity.
4) Exchanges
- The Online Store does not carry out “direct exchanges” of items.
- To exchange an item for another item/model, the Customer must return the item (where eligible) and place a new order for the desired product.
- In the event of non-conformity/shipping error, LUSILECTRA will provide a replacement at no cost, where applicable.
5) Return Costs and Shipping
- Withdrawal (Consumers): return costs borne by the Customer, unless expressly stated otherwise.
- Defect/Non-conformity/LUSILECTRA error: no cost to the Customer (collection/replacement/shipping).
- Refund of original shipping costs: where applicable, refunded up to the least expensive delivery method offered at the time of purchase.
6) Inspection and Processing Times
- Once the item(s) are received at LUSILECTRA’s premises, the check of condition and conformity is normally completed within 14 days.
- Once eligibility is confirmed, the refund is authorised using the same payment method.
- If any anomalies are detected (missing components, damage, improper use, etc.), LUSILECTRA will inform the Customer so that the situation can be resolved or the item returned to the Customer.
7) Professional/Business Customers (B2B)
- The right of withdrawal does not apply to purchases made for professional purposes.
- B2B returns (other than for defect/non-conformity) require LUSILECTRA’s prior approval and may be subject to specific conditions (e.g. deadlines, condition of the item, restocking fee).
- In the event of a defect/non-conformity within the 6-month warranty, the rules in section 2 apply.
8) How to Start a Return Request
Send an e-mail to info@lusitools.com with:
- Subject: “Return – [order no.]”
- Body: name, contact details, address, order number, item(s), reason for return, photos/videos (if applicable).
- Wait for LUSILECTRA’s instructions (shipping label, collection or authorisation to ship).
- Pack the item(s) in accordance with the rules of this Policy and send them within the indicated deadline.
9) Address and In-Store Returns
- Returns by carrier/post:
LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A.
Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal
- Drop-off/collection in store (Porto): only after confirmation of availability/acceptance by LUSILECTRA and during opening hours.
10) Questions, Complaints and ADR
- Questions about this Policy: info@lusitools.com
- Processing of personal data: see the Privacy Policy or contact qualidade@lusilectra.pt
- Alternative Dispute Resolution (Consumers) up to €5,000: see the List of Arbitration Centres on the website of the Portuguese Directorate-General for Consumers (consumidor.gov.pt/ral-mapa-e-lista-de-entidades).
Model Withdrawal Form (summary)
(Use this form only if you wish to withdraw from the contract)
To: LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A., Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal, info@lusitools.com
I hereby give notice that I withdraw from the purchase contract relating to:
- Order no.:
- Item(s):
- Ordered on/Received on:
- Name of consumer(s):
- E-mail address associated with the order:
- Address of consumer(s):
- Signature (if on paper):
- Date:
Final note: LUSILECTRA may update this Policy at any time. The applicable version is the one published on the date of the return/refund request.