Terms of service
Last updated: 30-09-2026
These Terms of Service (hereinafter the “Terms”) govern access to, browsing, use of and purchases made in the Lusitools online store, available at www.lusitools.com (hereinafter the “Online Store”), operated by LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A. (hereinafter “LUSILECTRA”).
By using the Online Store and/or placing an order, the user/customer (hereinafter the “Customer”) declares that they have read, understood and accepted these Terms without reservation. If the Customer does not agree with them, they should not use the Online Store or make purchases.
1. Identification of the Operator and Purpose
1.1. The Online Store is operated by LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A., with registered office at Rua Eng.º Ferreira Dias, n.º 993, 4100-247 Porto, Portugal, Tax ID (NIPC) 501381430, share capital €5,300,000.00.
1.2. These Terms govern:
- access to and use of the website;
- the provision of information about products/services; and
- the purchase of products and/or services sold in the Online Store (hereinafter the “Products”).
2. Contacts
- Telephone: +351 226 198 750 (call to a Portuguese national landline)
- General e-mail: info@lusitools.com
- Address (store/collections): Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, Portugal
3. Eligibility, Capacity and Account
3.1. The Online Store may be used and Products purchased without registration. Alternatively, the Customer may create an account linked to their customer record at www.lusitools.com, undertaking to keep their details true, current and complete.
3.2. When placing an order, the Customer declares that they:
- are over 18 years of age and have the legal capacity to enter into contracts; or
- are acting on behalf of a legal entity with sufficient powers to do so.
3.3. The Customer is responsible for the confidentiality of their login credentials and for all activity carried out through their account, and must immediately report any unauthorised use.
4. Product Information, Content and Prices
4.1. As a rule, all Products presented in the Online Store are new, with the technical characteristics and accessories described on the respective product page.
4.2. LUSILECTRA may, at any time and without prior notice, change information, specifications, conditions, promotional campaigns and prices.
4.3. Prices are shown in euros, include VAT at the applicable legal rate and are valid only for purchases made in the Online Store; they may differ from prices charged in the physical store.
4.4. LUSILECTRA makes every effort to ensure that information (descriptions, images, stock, prices) is accurate, but is not liable for errors or omissions. In case of doubt, the Customer should contact LUSILECTRA.
4.5. Obvious pricing errors: if an error makes a price manifestly excessive or negligible, LUSILECTRA will contact the Customer to:
(i) confirm the purchase at the correct price; or
(ii) cancel the purchase, with a refund.
If the Customer cannot be contacted within a maximum of 15 days, LUSILECTRA may cancel the order and refund the amount paid using the same payment method.
5. Availability, Ordering and Acceptance
5.1. Submitting an order constitutes an offer to purchase by the Customer.
5.2. After completing the order, the Customer receives an e-mail with an order summary and, where applicable, the payment details. Payment must be made within the period indicated, failing which the order will be automatically cancelled.
5.3. Once payment is made, the order is registered, and its confirmation is subject to a stock check by LUSILECTRA.
5.4. If a Product is unavailable (even after payment), LUSILECTRA will contact the Customer, who may choose:
- a refund of the Product price and associated shipping costs; or
- to wait for restocking, where possible.
If no agreed solution is reached, or if the Customer cannot be contacted, the order may be cancelled with a full refund using the same payment method.
6. Payment and Invoicing
6.1. LUSILECTRA offers, among others, the following payment methods:
- Multibanco reference
- Credit card
- MB WAY – with this payment method, the Customer must enter the phone number linked to their MB WAY account and confirm the payment directly in the app.
6.2. By paying, the Customer consents to the issue of an electronic invoice, sent to the e-mail address provided.
6.3. Payment processing is the responsibility of our payment providers, IFTHENPAY or Shopify Payments; the Customer must enter all requested details, and the transaction and its security are the full responsibility of the payment platform. The purchase will be automatically cancelled if the platform rejects the payment or if the maximum payment period is exceeded.
7. Delivery, Lead Times, Areas and Receipt
7.1. Geographic scope: deliveries are available to Portugal and Spain.
7.2. Delivery options:
- Store collection (Porto): Rua Eng.º Ferreira Dias 953/993, 4100-247 Porto, only after confirmation of availability and during opening hours.
- Home delivery: carried out by a carrier under the carrier's own terms and conditions; costs are borne by the Customer unless otherwise indicated.
7.3. Delivery times, where indicated, are for information only and depend on third parties/logistics.
7.4. Transfer of risk: risk passes upon delivery to the Customer or to a third party designated by the Customer.
7.5. Inspection upon receipt: any visible damage or fault must be reported immediately and preferably within 48 hours, keeping the original packaging and contents.
8. Retention of Title
The Products remain the property of LUSILECTRA until the price has been paid in full.
9. Warranties
9.1. Consumers: Products are covered by a minimum legal warranty of 3 years; a longer commercial warranty may apply where indicated on the Product page.
9.2. Non-consumer customers (B2B/professionals): 6-month warranty.
9.3. The warranty does not cover, in particular, normal wear and tear, improper installation, use contrary to the instructions, unauthorised interventions, accidental damage or damage resulting from abnormal conditions (humidity, dust, power surges, etc.).
10. Right of Withdrawal (Consumers)
10.1. If the Customer is a consumer, they may exercise the right of withdrawal within 14 days from the day on which they acquire physical possession of the Product.
10.2. To exercise this right, the Customer must inform LUSILECTRA of their decision by means of an unequivocal statement sent to info@lusitools.com. The model withdrawal form provided may be used (not mandatory).
10.3. In the event of withdrawal, LUSILECTRA will refund the payments made, including delivery costs up to the least expensive delivery method, within 14 days of receiving the withdrawal decision. LUSILECTRA may withhold the refund until:
- it has received the goods back; or
- the Customer has supplied proof of having sent them back.
10.4. Return costs: borne by the Customer unless otherwise indicated.
10.5. The Customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
10.6. Common exclusions from the right of withdrawal: personalised goods; sealed goods not suitable for return due to health protection or hygiene reasons once unsealed after delivery; software/licences once opened or activated (among others provided for by law).
For detailed rules on returns and refunds (including category-specific exceptions), please refer to the applicable policies in the Online Store.
11. Returns for Non-Conformity / Defect / Shipping Error
11.1. In the event of a defect, non-conformity or error attributable to LUSILECTRA, the applicable remedies (repair, replacement, collection and/or refund) will be provided at no cost to the Customer, as appropriate.
11.2. The Customer must report the issue by e-mail to info@lusitools.com, stating the order number and attaching evidence (photos/videos) whenever possible.
11.3. Transport damage must be reported as soon as it is detected and preferably within 48 hours of delivery.
12. General Return Conditions
12.1. Except in cases of a validated defect, the Product must be returned complete, with accessories, manuals and original packaging in good condition, and with labels and serial numbers intact.
12.2. LUSILECTRA may refuse returns of items that have been installed, used, damaged or are incomplete; opened/installed electrical/electronic parts and consumables may not be eligible for return, except in the case of a validated defect.
13. Business Customers (B2B)
13.1. The right of withdrawal does not apply to purchases made for professional purposes.
13.2. B2B returns (other than for defects) require LUSILECTRA's prior approval and may be subject to a restocking fee and specific conditions (deadlines/condition of the item).
14. Liability and Limitations
14.1. LUSILECTRA may interrupt or suspend access to the Online Store, temporarily or permanently, for technical, administrative or force majeure reasons, without prior notice.
14.2. LUSILECTRA does not guarantee that the website is free of viruses or other harmful elements; the Customer is responsible for adopting appropriate security measures.
14.3. Except in cases of wilful misconduct or gross negligence, liability for direct damages arising from an online purchase is limited to the price paid for the Product concerned.
14.4. Under no circumstances shall LUSILECTRA be liable for loss of profits, loss of data, or indirect or consequential damages.
15. Intellectual Property
15.1. The website, design, texts, images, brands, logos and other content are protected by intellectual and/or industrial property rights.
15.2. Reproduction, modification, distribution or commercial exploitation without the prior authorisation of LUSILECTRA or the respective rights holders is prohibited.
16. Personal Data, Privacy and Cookies
16.1. The processing of personal data is governed by the Privacy and Personal Data Protection Policy available at: https://www.lusitools.com/en/policies/privacy-policy
16.2. Questions regarding privacy and personal data: qualidade@lusilectra.pt
16.3. Use of the website may involve cookies; please refer to the Cookie Policy.
17. Fraud, Security and Suspension
17.1. LUSILECTRA may refuse, block or cancel orders in the event of suspected fraud, abusive use or breach of these Terms.
17.2. LUSILECTRA may suspend access for any Customer who compromises the security, integrity or operation of the Online Store.
18. Third Parties, Links and External Services
18.1. Some services (payments, deliveries, tracking) are provided by third parties and are subject to their respective terms and policies.
18.2. External links may be provided for convenience; LUSILECTRA is not responsible for third-party content or policies.
19. Communications and Evidence
19.1. The Customer accepts electronic communications (e-mail/SMS) relating to orders, payments and after-sales service.
19.2. Electronic records kept by LUSILECTRA constitute evidence of the transactions and communications carried out.
20. Promotions, Vouchers and Codes
20.1. Campaigns, vouchers or promotional codes may be limited in time, subject to specific conditions and may not be combined, unless expressly stated otherwise.
20.2. In the event of a return with a refund, any part paid by voucher may be reissued as a voucher under the same original conditions.
21. Changes to the Terms
21.1. LUSILECTRA reserves the right to update these Terms at any time without prior notice.
21.2. The Terms in force on the date of use of the Online Store or of the purchase shall apply.
22. Alternative Dispute Resolution (Consumers)
22.1. If the Customer is a consumer, for disputes up to €5,000 (inclusive), they may refer the matter to a competent Alternative Dispute Resolution (ADR) entity.
22.2. The list of ADR entities is available on the website of the Portuguese Directorate-General for Consumers (Direção-Geral do Consumidor): www.consumidor.gov.pt/ral-mapa-e-lista-de-entidades
23. Governing Law and Jurisdiction
23.1. These Terms are governed by Portuguese law.
23.2. Any disputes shall be settled by the territorially competent Portuguese court, without prejudice to mandatory rules applicable to consumers.
24. Final Provisions
24.1. Severability: the invalidity of any clause shall not affect the remaining clauses.
24.2. Assignment: LUSILECTRA may assign its contractual position in the context of a corporate reorganisation; the Customer may not assign without consent.
24.3. Language: in the event of any discrepancy between language versions, the Portuguese version shall prevail.
24.4. Entire agreement: these Terms, the Returns and Refund Policy, the Privacy Policy and the specific Product information constitute the entire agreement applicable to online purchases.
ANNEX I — Model Withdrawal Form (Consumers)
(Complete and return this form only if you wish to withdraw from the contract)
To: LUSILECTRA – VEÍCULOS E EQUIPAMENTOS, S.A.
Rua Eng.º Ferreira Dias, n.º 953/993, 4100-247 Porto, Portugal
E-mail: info@lusitools.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods/for the provision of the following service:
- Ordered on / received on:
- Name of consumer(s):
- E-mail address associated with the order(s):
- Address of consumer(s):
- Order number(s):
- Signature of consumer(s) (only if this form is notified on paper):
(Delete as appropriate)