Versão 2.1 – última atualização em 22 de julho de 2026
This Policy applies to products purchased directly from Vibromera through vibromera.eu. It explains three different types of claim:
- a statutory right of withdrawal for eligible Consumers;
- our additional voluntary 30-day commercial return option; and
- claims concerning a non-conforming or defective product under statutory rights or our commercial warranty.
The voluntary return option and commercial warranty are additional to mandatory rights and do not replace, restrict or shorten them. This Policy should be read together with our Terms and Conditions of Sale.
Resumo
- Statutory withdrawal: eligible Consumers may withdraw from a distance contract within 14 days, subject to applicable law and legal exceptions.
- Voluntary return: products purchased directly from us may be returned under our commercial return option within 30 days after delivery, subject to the conditions in section 2.
- Legal guarantee: where Portuguese consumer law applies, new movable goods have a three-year statutory legal guarantee of conformity.
- Commercial warranty: covered Vibromera products have an additional two-year commercial warranty against defects in materials and workmanship.
1. Statutory right of withdrawal
1.1 Who may use it
Se você for um Consumidor e a lei obrigatória aplicável lhe conceder o direito de se arrepender de um contrato à distância, incluindo sob o Decreto-Lei n.º 24/2014 português, você pode se arrepender sem fornecer motivo dentro de 14 dias corridos após o dia em que você, ou um terceiro designado por você que não seja o transportador, toma posse física dos bens.
For an order containing several goods delivered separately, the period begins after physical possession of the last good, lot or piece, as applicable under mandatory law. Consumers in other countries retain any more favourable mandatory rights provided by applicable law.
1.2 How to withdraw
Before the withdrawal period expires, send us an unequivocal statement:
- por e-mail para [email protected]; ou
- by post to Vibromera / Nikolai Shelkovenko, R. Nova da Madorninha 152, 4460-376 Senhora da Hora, Porto, Portugal.
You may use the model withdrawal form included in our Terms and Conditions, but this is not obligatory. You do not have to provide a reason, photographs or an RMA number to exercise a statutory right of withdrawal. We may issue a return reference and shipping instructions to help identify and process the parcel, but this does not affect a valid withdrawal notice.
1.3 Returning the goods
After notifying us, send the goods back without undue delay and no later than 14 days after sending the notice. Unless we agree otherwise or mandatory law provides otherwise, you bear the direct cost of returning goods that can normally be returned by post or parcel carrier.
Contact us before shipping so that we can provide the correct return and customs instructions. Use secure packaging and retain evidence of shipment. We recommend tracked and insured shipping appropriate to the value of the product.
Endereço de retorno:
Vibromera / Nikolai Shelkovenko R. Nova da Madorninha 152 4460-376 Senhora da Hora Porto, Portugal
1.4 Reimbursement
We reimburse payments received for the withdrawn contract, including the cost of the least expensive standard delivery method offered for the order. Additional delivery costs resulting from your choice of a more expensive delivery method are not reimbursed.
Reimbursement is made without undue delay and no later than 14 days after we are informed of the withdrawal, using the same payment method unless you expressly agree otherwise and without reimbursement fees. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.
1.5 Product condition and diminished value
You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as you could reasonably do in a shop. You are responsible only for diminished value caused by handling beyond that extent.
Original packaging is recommended because it protects the equipment, but it is not an absolute condition for exercising a statutory withdrawal right. Missing accessories, damage or excessive use may result in a reasonable deduction reflecting the actual diminished value, but they do not automatically invalidate the withdrawal.
1.6 Exceptions
The statutory withdrawal right does not apply where an exception under applicable law applies. In particular, it may not apply to goods genuinely made to the Consumer’s individual specifications or clearly personalised. Selecting standard product options or ordering a standard product that is assembled after the order does not by itself necessarily make the product custom-made.
An exception to withdrawal does not remove statutory rights where goods are non-conforming or defective.
2. Voluntary 30-day commercial return option
2.1 Scope
In addition to any statutory withdrawal right, we voluntarily allow products purchased directly from Vibromera to be returned within 30 calendar days after delivery, as shown by carrier tracking or other reliable delivery evidence.
Where a statutory right also applies, you may choose to rely on that right instead. The conditions in this section do not restrict the statutory rights in section 1.
2.2 Eligibility
To qualify for the voluntary return option:
- you must request the return within 30 days after delivery;
- the complete product set must be returned, including supplied sensors, cables, accessories, documentation and components;
- the product must not have been disassembled, modified or repaired by an unauthorised third party;
- the product must not have been damaged through misuse, negligence, accident, improper packing or use outside documented specifications; and
- you must obtain an RMA number before sending the parcel.
Please return the original packaging where reasonably possible. Missing or damaged packaging does not automatically prevent a voluntary return, but reasonable loss in value or replacement cost may be deducted from the refund.
Products genuinely manufactured to individual specifications or clearly personalised are not eligible for the voluntary return option unless we agree otherwise in writing. This does not affect rights relating to non-conforming or defective goods.
2.3 Requesting an RMA
E-mail [email protected] with:
- your order or invoice number;
- the product and serial number, where available;
- the reason for the commercial return; and
- photographs of the product, accessories and packaging.
We normally review a complete request within two business days and send an RMA number and return instructions. The RMA is an administrative reference for the voluntary return process. A parcel sent without an RMA may be delayed or, where it cannot be reliably identified, returned to the sender. An RMA is not required to give a valid statutory withdrawal notice or to exercise a mandatory legal right.
2.4 Shipping the return
Pack the product securely, mark the RMA number on the outer packaging and send it to the return address in section 1.3. Under the voluntary return option, return shipping, insurance, export documentation and any related carrier charges are paid by you.
You remain responsible for the parcel until it is delivered to us. We strongly recommend tracked and adequately insured shipping. A missing tracking number does not by itself cancel a return that we actually receive, but you are responsible for demonstrating shipment and delivery if the parcel cannot be located.
2.5 Inspection and refund
We normally inspect and process a voluntary return within 14 days after receiving it. The refundable amount is determined as follows:
| Condição do produto | Voluntary commercial refund |
|---|---|
| Sealed or unopened, complete, with packaging intact | 100% of the product price |
| Opened and tested briefly, complete, without damage or signs of use beyond reasonable inspection | 100% of the product price |
| Used beyond brief testing, showing wear, or returned with missing or damaged items | Product price less a reasonable, documented deduction for actual loss in value or replacement cost |
| Materially damaged, misused, modified, incomplete or not safely returnable | May be rejected under the voluntary option or refunded only to the extent of the remaining recoverable value |
Before making a material deduction, we will explain the assessment and provide supporting details where reasonably available.
Unless we expressly agree otherwise, original outbound shipping charges, customs duties, import taxes and the cost of return shipping are not refunded under this voluntary commercial option. Mandatory statutory reimbursements remain unaffected.
Approved refunds are made using the original payment method where reasonably possible. Processing time after we issue the refund depends on the bank or payment provider.
3. Non-conforming or defective products
A claim that goods are non-conforming or defective is not subject to the voluntary 30-day return conditions.
3.1 Statutory legal guarantee for Consumers
Consumers have the mandatory legal rights provided by applicable law. Where Portuguese consumer law applies, Decreto-Lei n.º 84/2021 provides a three-year legal guarantee of conformity for new movable goods.
A lack of conformity that becomes apparent during the first two years is presumed to have existed at delivery, unless that presumption is incompatible with the nature of the goods or the lack of conformity. After the first two years, the Consumer bears the burden of proving that the lack of conformity existed at delivery.
Depending on the circumstances, statutory remedies include repair, replacement, a proportionate price reduction or termination of the contract. Where a lack of conformity becomes apparent within 30 days after delivery, Portuguese law allows the Consumer to request immediate replacement or termination of the contract.
Statutory repair or replacement is provided free of charge, including necessary transport costs. It must be completed within a reasonable time and without serious inconvenience. Under Portuguese law, repair or replacement should normally be completed within 30 days unless the nature or complexity of the goods, the seriousness of the non-conformity or the work required justifies a longer period.
For each repair covered by Portuguese statutory law, the repaired product receives an additional six months of guarantee coverage, up to the legal limit. A replacement product benefits from the statutory guarantee applicable to the replacement.
3.2 Reporting a possible non-conformity
E-mail [email protected] with the order or invoice number, product serial number where available, a description of the problem and any useful photographs, video, software logs or measurement data. We may first propose reasonable remote diagnostic steps where they can be carried out safely.
Diagnostic information helps us assess the claim but does not impose an additional condition on mandatory rights. Where a statutory right to free transport applies, we will arrange or cover the necessary reasonable transport. Contact us before shipping so that we can provide appropriate instructions.
4. Additional two-year commercial warranty
Covered Balanset instruments and supplied sensors and accessories have a voluntary two-year commercial warranty from delivery against defects in materials and workmanship. It is worldwide and is additional to mandatory statutory rights.
For a valid commercial-warranty claim, we will repair the product or replace the defective product or component without charging for parts or labour. The warranty does not cover normal wear, consumables at the end of their service life, misuse, overload, accident, liquid ingress, use outside documented specifications, or an unauthorised repair or modification that caused or contributed to the defect.
If a claim is made only under the voluntary commercial warranty and no statutory right to free transport applies, you initially pay the cost of sending the product to us. If inspection confirms a defect covered by the commercial warranty, we will reimburse reasonable return-shipping costs agreed with us in advance and send the repaired or replacement product back at our cost. Contact us before shipping.
General technical assistance is available by email. Priority response times or extended WhatsApp support may be offered under a separate support plan and are not included solely by the commercial warranty.
Full commercial-warranty conditions are stated in our Terms and Conditions and the warranty statement supplied with the product. The commercial warranty does not replace, restrict or shorten statutory rights.
5. International returns and customs
The voluntary return option is available worldwide for products bought directly from us, subject to section 2 and any shipping or legal restrictions. Consumers retain mandatory rights under applicable local law.
For a voluntary return or statutory withdrawal, you are responsible for correctly completing return export and customs documents. Follow our instructions so that the parcel is clearly identified as returned goods. Costs caused by incorrect or incomplete documentation may be deducted only where permitted by applicable law.
Under the voluntary return option, return freight, insurance, customs brokerage and any non-recoverable duties or taxes are paid by you. For a valid statutory non-conformity claim, necessary transport is arranged or covered by us as required by applicable law.
6. Products purchased from distributors or resellers
If you bought the product from an independent distributor or reseller, that seller is responsible for the sales contract, statutory withdrawal and statutory conformity remedies. Contact the seller first for a return or refund.
You may contact Vibromera directly regarding any separate Vibromera commercial warranty that applies to the product. We may request proof of purchase and the product serial number.
7. Requests made after 30 days
The voluntary commercial return option normally ends 30 days after delivery. This does not affect statutory conformity rights, the two-year commercial warranty or any other mandatory rights that remain in force.
8. Contact
E-mail: [email protected] Phone / WhatsApp: +372 5836 4849 (an international call or message to an Estonian mobile number; charges depend on your operator’s tariff) Endereço de retorno: Vibromera / Nikolai Shelkovenko, R. Nova da Madorninha 152, 4460-376 Senhora da Hora, Porto, Portugal
