Refund policy

Return and Refund Policy – Lusitools Online Store

Last update: 07-10-2025


This Policy defines the rules applicable to returns, exchanges, and refunds of purchases made at the Lusitools Online Store Lusitools of LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A. (hereinafter “LUSILECTRA” or “Online Store”), in addition to the respective Terms and Conditions.

Contacts for returns and customer support

  • Phone: +351 226 198 750 (call to national landline network)

  • General email: info@lusitools.com

  • Address for returns/in-store pickups: Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal

The Online Store delivers to Portugal, Spain, and France.
When making a purchase, the Customer declares to have read and accepted the Terms and Conditions and this Policy.

1) Right of Free Resolution (Consumers)

If the Customer is a consumer (purchase for non-professional purposes), they may exercise the right of free resolution within 14 days from the day they acquired physical possession of the product(s).

How to exercise:

  1. Send an unequivocal statement of resolution to info@lusitools.com indicating the order number, item(s) to be returned and contact details;

  2. Alternatively, you can use the Model Withdrawal Form included in the Terms and Conditions (fill out and send by email).

Shipment of the product(s):

  • After communicating the withdrawal, the Customer must return the product(s) to LUSILECTRA within 14 days.

  • Unless otherwise indicated, the direct costs of return are borne by the Customer.

  • Use of a transport service with registration/tracking and appropriate packaging is recommended.

Refund:

  • LUSILECTRA refunds all payments received, including delivery costs (when applicable, at the level of the most economical shipping method provided), within a maximum of 14 days after receiving the decision to terminate the contract.

  • LUSILECTRA may withhold the refund until it receives the returned goods or proof of their shipment, whichever occurs first.

  • The refund is made by 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 case of depreciation of the good resulting from handling beyond what is necessary to verify the nature, characteristics and functioning (e.g.: actual use, damage, missing accessories, cables, manuals, original packaging or consumables).

Common exclusions from the right of withdrawal (when applicable to the purchased item):

  • Goods made to measure or clearly personalized;

  • Sealed goods that cannot be returned for health protection or hygiene reasons and that have been opened after delivery;

  • Sealed supports/software (licenses, cards, electronic consumables) opened/activated.

2) Returns for Non-Compliance, Defect or Shipping Error

If the product shows defect, non-compliance or there has been a shipping error, LUSILECTRA ensures, at no cost to the Customer, the repair, replacement, collection and/or refund as applicable.

Procedure and deadlines:

  • Comunicar por e-mail para info@lusitools.com com n.º de encomenda, descrição do problema e fotografias/vídeos quando possível.

  • Transport damage: must be reported as soon as detected and preferably within 48 hours after delivery, keeping the original packaging.

  • After validation, LUSILECTRA schedules collection or provides return instructions at no cost.

Legal warranty:

  • Consumers: legal warranty minimum of 3 years (a longer contractual warranty may exist, according to the product sheet).

  • Non-consumer customers (professionals/companies): warranty of 6 months.

3) General Return Conditions

For the return to be accepted and the refund/exchange to be 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 misuse, permanent installation, damage, dirt, punctures, or any alterations that affect the product's integrity;

  • Serial number/factory labels (when present) must be intact;

  • Include a copy of the invoice and order number inside the package;

  • It is recommended to protect the original packaging with an additional box for transport;

  • LUSILECTRA may refuse the return of installed, used, or damaged items due to misuse/poor return packaging.

Note: For technical and safety reasons, electrical/electronic parts and consumables opened/installed may not be eligible for return, except for validated defect or non-compliance.

4) Exchanges

  • The Online Store does not perform “direct exchanges” of items.

  • To exchange for another item/model, the Customer must exercise the return (when eligible) and place a new order for the desired product.

  • In case of non-compliance/shipping error, LUSILECTRA proceeds with replacement at no cost, when applicable.

5) Return and Shipping Costs

  • Free resolution (Consumers): return costs borne by the Customer, unless expressly indicated otherwise.

  • Defect/Non-compliance/Error by LUSILECTRA: no cost to the Customer (collection/replacement/shipping).

  • Refund of initial shipping costs: when applicable, it is refunded up to the most economical shipping method available at purchase.

6) Analysis and Processing Deadlines

  • After receipt of the item(s) at LUSILECTRA's facilities, the condition and compliance check is usually completed within up to 14 days.

  • Once eligibility is confirmed, the refund is authorized by the same payment method.

  • If anomalies are detected (missing components, damage, misuse, etc.), LUSILECTRA will inform the Customer for regularization or return of the item to the Customer.

7) Professional Customers/Companies (B2B)

  • The right of withdrawal does not apply to purchases for professional purposes.

  • B2B returns (outside defect/non-compliance) require prior consent from LUSILECTRA and may be subject to specific conditions (e.g., deadlines, item condition, re-entry administrative fee).

  • In case of defect/non-compliance within the 6-month warranty, the rules of point 2 apply.

8) How to Start a Return Request

  1. Send email to info@lusitools.com with:

    • Subject: “Return – [order number]”

    • Body: Name, contact, address, order number, item(s), reason for return, photos/videos (if applicable).

  2. Wait for instructions from LUSILECTRA (shipping label, pickup or shipping authorization).

  3. Pack the item(s) according to the rules of this Policy and send within the indicated deadline.

9) Address and In-Store Deliveries

  • Return by carrier/mail:
    LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A.
    Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal

  • In-store delivery/pickup (Porto): only after confirmation of availability/acceptance by LUSILECTRA and within business hours.

10) Questions, Complaints and RAL

  • Questions about this Policy: info@lusitools.com

  • Tratamento de dados pessoais: ver Política de Privacidade em lusitools.com/pages/politica-privacidade ou contactar qualidade@lusilectra.pt.

  • Alternative Dispute Resolution (Consumers) up to €5,000: consult the List of Arbitration Centers at the Directorate-General for the Consumer (consumidor.gov.pt/ral-mapa-e-lista-de-entidades).


Model of Free Resolution Form (summary)

(Use this form only if you want to cancel the contract)

Para: LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A., Rua Eng.º Ferreira Dias 993, 4100-247 Porto, info@lusitools.com

I hereby notify that I cancel the purchase contract related to:
— Order no.:
— Item(s):
— Requested on/Received on:
— Consumer(s) name:
— Email associated with the order:
— Consumer(s) address:
— 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.