Terms of Service
1. Overview
This website is operated by AHLO. By accessing or using this website and/or purchasing products from our online store, you agree to comply with these Terms of Service. These Terms apply to all users of the website, including visitors, customers and employees. of content.
Please read these Terms carefully before using our website. If you do not agree to all of the Terms, you should not access the website or use the services.
2. Changes to the Terms
We reserve the right to modify these Terms at any time. Changes will be posted on this page, and it is your responsibility to review them periodically. Your continued use of the Site following the posting of changes constitutes acceptance of those changes.
3. Online Store Terms
3.1. Age and Capacity
To use our services, you must be at least the legal age of majority in your country of residence or have permission from a legal guardian.
3.2. Account and Security
When you create an account, you agree to provide accurate information and to maintain the confidentiality of your credentials. You are responsible for all activities that occur under your account and must notify us immediately of any unauthorized use.
3.3. Prohibitions on Use
You must not use our products for any illegal or unauthorized purpose, nor transmit viruses or other malicious code. Any violation may result in suspension or termination of your account.
4. General Conditions
4.1. Denial of Service
We reserve the right to refuse service to anyone for any reason at any time.
4.2. Service Operation
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without our express permission.
4.3. Data Transmission
You understand that your content may be transferred unencrypted and involve transmissions over various networks. Credit card information is always encrypted during transfer over networks.
5. Accuracy and Update of Information
We do not warrant that the information on the Site is accurate, complete or current. The material on the Site is provided for general information only and should not be used as the sole basis for making decisions. We reserve the right to modify the contents of the Site at any time without obligation to update any information.
6. Modifications to the Service and Prices
We reserve the right to change prices for any product at any time without notice. We also reserve the right to modify or discontinue the Service, or any part thereof, without notice. We will not be liable for any price change, suspension or discontinuance of the Service.
7. Products and Services
7.1. Color and Image Accuracy
We make every effort to accurately display the colors and images of our products, but we cannot guarantee that your computer monitor's display of colors will be accurate.
7.2. Limitation of Sales
We reserve the right to limit the sales of our products to any person, geographic region or jurisdiction. We do not warrant that the quality of any product purchased will meet your expectations, or that any errors in the Service will be corrected.
8. Accuracy of Billing and Account Information
8.1. Accurate Information
You agree to provide complete and accurate information for all your purchases and accounts with our store. If your information is incorrect, incomplete or out of date and your package does not arrive, you will be responsible for reshipping it. In this case, AHLO will not be responsible for any loss and will not be obligated to reship the order.
8.2. Refusal and Cancellation of Orders
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per order, or per billing and/or shipping address. If we make a change to or cancel an order, we will attempt to notify you by email or phone, but we are not obligated to do so.
9. Warranty
9.1. Warranty Criteria
AHLO reserves the right to deny any warranty claim if, in our sole discretion, we determine that the claim does not meet the warranty criteria. This includes, but is not limited to, claims related to items not purchased from our official website, discoloration of metals or stones, loss of jewelry, damage from misuse or normal wear and tear from everyday use, improper handling, scratches, and missing products or parts.
or stolen.
9.2. How to Benefit from the Warranty
In case of a defect, the customer must contact our customer support by filling out the form on the " Contact us " page.
The product must be sent to our facilities. Upon arrival, it will be inspected. If it is indeed defective, it will be replaced at no additional cost.
If signs of misuse or failure to comply with the conditions of use are detected, the warranty does not cover it.
If the item is assessed and it is confirmed that it does not have any anomalies, it is the customer's responsibility to bear the costs of shipping it back to the customer.
In order to benefit from the warranty, it is mandatory to send the invoice, original packaging with all labels in good condition and, if applicable, any gift items together with the item. The shipping costs for returning the product are the responsibility of the customer.
9.3. Modification of Warranty Terms
We reserve the right to modify the warranty terms at any time without prior notice. The updated terms will be posted on our website, and your continued use of our services constitutes acceptance of the revised terms.
10. Right to Free Termination of the Contract
10.1. Term and General Conditions of Return
In the context of online purchases, we offer consumers a period of 14 days, from the physical delivery of the products, to make returns without additional costs, as stipulated in article 10 of DL no. 24/2014, of February 14.
To exercise this right, we ask that the customer clearly declares his/her intention to terminate the contract and return the product in the same conditions of sale, without signs of improper use, in the original packaging with all original labels in good condition and, if applicable, with the gift items.
10.2. Refund
The refund will be processed within 14 days after validation of the return conditions.
We reserve the right to withhold reimbursement until receipt of the product or proof of shipment is presented.
10.3. Conditions for Acceptance of Returns/Exchanges
The product must be intact and without signs of use. It must be returned in its original packaging with all original labels in perfect condition and, if applicable, with the gift items. The invoice must accompany the product.
10.4. Products Not Accepted for Returns/Exchanges
We do not accept returns/exchanges of:
- Earrings for hygiene reasons;
- Customized products.
Note: Failure to comply with the above conditions will result in the return/exchange being refused.
10.5. Exchanges
We offer store credit if you wish to exchange for a different item. Upon successful return, we will issue you with a personalized code for the exchange. All exchanges are final.
10.6. Gift Exchanges
Items gifted by Ahlo are non-refundable.
11. Personal Data Policy
11.1. Personal Data Processed by Ahlo
Exuberantes Caminhos Unipessoal LDA is responsible for the processing of Customer Personal Data on the Ahlo website. To contact us, please use the Customer Support line +351 911 808 479 available from 10:00h to 12:30h, Monday to Friday (call to the national mobile network). Ahlo's Data Protection Officer (DPO) is available via email: contacto@ahlojewelry.com .
The processing of the Customer's personal data aims to facilitate access to the purchase history, identify consumption preferences and create profiles based on the history on the Ahlo website. This information is used for marketing actions, personalized sales, advance communication of campaigns and optimization of the online product range.
Data relating to specific transactions includes billing, delivery, payment and returns. Audits are carried out to ensure IT security and fraud detection.
While browsing the Ahlo website, browsing information may be accessed and stored in accordance with the cookie policy.
11.2. Recipients of Personal Data
Ahlo shares customers' personal data only with the Tax Authority and other entities necessary for legal obligations or to fulfill the purchase and sale contract.
11.3. Period of Retention of Personal Data
- Deletion of data from transactions carried out by the customer on the Ahlo website after 4 years from the last transaction.
- Deletion of product delivery data after 4 years, in accordance with warranty obligations.
- Deletion of data in case of cancellation of the online account or withdrawal of consent, one month after the customer's expression of intention.
- Deadlines for inactive accounts (1 year), pending orders (1 week), failed orders (1 week), cancelled orders (3 months) and completed orders (4 years).
11.4. Customer Rights
The customer has the following rights regarding personal data: access, rectification, erasure, limitation of processing, portability, opposition and not being subject to automated decisions. These rights may be exercised as provided for in applicable legislation. The customer may fill in the form on the Contact page and file a complaint with the National Data Protection Commission (CNPD).
For more information, see the privacy policy.
12. Applicable Law and Alternative Dispute Resolution
12.1. Applicable Legislation
The Terms & Conditions and all contracts concluded under them are governed by Portuguese law.
12.2. Alternative Dispute Resolution
In national and cross-border disputes involving consumers and suppliers of goods or services, related to sales and purchase contracts or provision of services: The consumer may resort to a Consumer Dispute Resolution Entity.
12.3. Conflict Resolution
Under Regulation (EU) No. 524/2013, consumers may use the ODR — RLL platform in Portuguese for online disputes.
Consult the list of Alternative Dispute Resolution (ADR) Entities.
For complaints and claims about purchases at Ahlo, please contact the Customer Support line +351 911 808 479 available from 10:00h to 12:30h, Monday to Friday (call to the national mobile network).
For more information, visit the website of the Directorate-General for Consumer Affairs: www.consumidor.pt.
13. Contact us
If you have any questions about our Exchange and Returns Policy or require additional assistance, please do not hesitate to contact us at contacto@ahlojewelry.com .
The Ahlo team is at your disposal to ensure that you have a smooth and satisfactory shopping experience. We thank you for choosing our store.