Terms and Conditions

Privacy Policy

SCOPE AND OBJECT OF THE GENERAL STORE CONDITIONS

These General Conditions, together with the order form and other elements referred to therein, are intended to regulate the terms and conditions governing the provision of the Orla Online Store Service.

The Service consists of providing access to the Online Store through the address www.orlabrand.com which, in addition to providing information regarding a set of products and/or services, allows the User, via electronic means, to order the products disclosed therein, under the terms and conditions described here.

The ordering of products must be made by Users aged 18 (eighteen) years or older (individuals under this age must have authorization from their representatives). The elements and information transmitted by the User shall have full legal effect, with the User recognizing electronic acquisitions and being unable to claim a lack of signature for non-compliance with the obligations assumed.

1. PRODUCT INFORMATION AND CONTENT

Orla will make every effort to ensure that the information presented does not contain manufacturing errors, and these will be quickly corrected whenever they occur. If you purchase a product that contains a defect or characteristics different from those presented online, you have the right to terminate the purchase contract under applicable legal terms (right of free resolution – see point 9).

Orla will make every effort to send all ordered products, but it is possible that, in certain cases and due to causes difficult for Orla to control—such as human error or incidents in the computer systems—it may not be possible to provide some of the products requested by the User. If any product is unavailable after the order has been placed, you will be notified by email or telephone. At that time, you will be offered the possibility of canceling the order with a respective refund, if payment has already been made.

All information regarding price, products, specifications, promotional actions, and services may be changed at any time by Orla.

2. RESPONSIBILITIES

2.1 All products and services marketed in the Orla Online Store are in accordance with Portuguese Law.

2.2 The Store possesses appropriate security levels; however, Orla shall not be liable for any damages suffered by the User and/or third parties due to delays, interruptions, errors, and suspensions of communications originating from factors beyond its control, namely, any deficiencies or failures caused by the communications network or communication services provided by third parties, the computer system, modems, connection software, or eventual computer viruses or resulting from the download of infected files or those containing viruses or other properties that may affect the User's equipment. If for any reason there is an error in accessing the Orla Online Store website making it impossible to provide the service, Orla shall not be liable for any damages.

2.3 Data and information inquiries carried out within the scope of this Service are presumed to be made by the User, and Orla declines any responsibility arising from the abusive or fraudulent use of the information obtained.

2.4 Orla shall not be liable for any losses or damages caused by abusive uses of the Service that are not directly attributable to it by way of intent (dolo) or gross negligence.

2.5 Orla is not responsible for damages resulting from non-compliance or defective fulfillment of the Service when this is not directly or indirectly attributable to it by way of intent or gross negligence, specifically not being responsible for (i) errors, omissions, or other inaccuracies relating to the information made available through the Service; (ii) damages caused by the fault of the User or third parties, including intellectual property violations; (iii) non-compliance or defective fulfillment resulting from compliance with judicial decisions or administrative authorities; or (iv) non-compliance or defective fulfillment resulting from force majeure situations—extraordinary or unpredictable situations external to Orla and which cannot be controlled by it, such as fires, power cuts, explosions, wars, riots, civil insurrections, government decisions, strikes, earthquakes, floods, or other natural cataclysms.

2.6 Orla does not guarantee that:

i) the Service will be provided uninterrupted, secure, error-free, or function infinitely;
ii) the quality of any product, service, information, or any other material purchased or obtained through the Service will meet any expectations of the User;
iii) any material obtained in any way through the use of the Service is used at the User's own risk, the User being solely responsible for any damage caused to their computer system and equipment or for any loss of data resulting from that operation;
iv) no advice or information, whether oral or written, obtained by the User from or through the Service shall create any warranty not expressly stated in these General Conditions.

2.7 The User accepts that Orla cannot in any way be held liable for any damage, including but not limited to, damages for loss of profits, data, content, or any other losses resulting from:

i) the use or inability to use the Service;
ii) the difficulty of obtaining any substitute goods/services;
iii) unauthorized access or modification to personal databases.

3. CONSUMER OBLIGATIONS

3.1 The user commits to:

i) Provide correct personal data and addresses;
ii) Not use false identities;
iii) Respect the imposed order limits.

3.2 If any data is incorrect or insufficient, causing a delay or impossibility in processing the order or eventual non-delivery, the responsibility lies with the User, and Orla declines all responsibility. In case of breach of these obligations, Orla reserves the right to eliminate future purchases, block access to the store, and cancel the supply of any other services provided.

3.3 The use of purchased products and services for commercial purposes, specifically for resale, is expressly prohibited.

4. PRIVACY AND PERSONAL DATA PROTECTION

4.1 Orla guarantees the confidentiality of all data provided by Users.

4.2 Personal data identified as mandatory on the order form is indispensable for the provision of the Service. Omission or inaccuracy of this data is the User's sole responsibility.

4.3 The User's personal data will be processed and stored electronically for use within the contractual and/or commercial relationship.

4.4 Under applicable law, the User is guaranteed the right to access, rectify, and update their personal data, as well as the right to object to its use. For this purpose, the User should contact: Orla Brand.

4.5 The Internet is an open network; therefore, the User's personal data may circulate on the network without security conditions, risking access by unauthorized third parties. Orla cannot be held responsible for such access.

5. CANCELLATION OF ORDERS

5.1 At the User's request: The User may cancel the order by emailing Orla with the order number, provided it has not yet been processed. After processing, Orla does not guarantee it can stop the shipment. If the order is already in distribution, the return can only occur after the items are sent back within 14 days of delivery, in original, unopened packaging.

5.2 By Orla's decision: Orla reserves the right not to process orders in case of data inconsistency, buyer misconduct, or technical errors in prices/characteristics.

6. EXCHANGES

6.1 If not satisfied, the customer may exchange the item within 14 calendar days, provided it is accompanied by the invoice, shows no signs of use, and is in the original packaging.

6.2 Exchange shipping costs are the customer's responsibility. New shipping fees will apply. Customs fees or import taxes for international destinations are not controlled or covered by Orla.

7. RETURNS (RIGHT OF WITHDRAWAL)

In Portugal, online returns are regulated by the Consumer Protection Law and Decree-Law No. 24/2014.

The consumer has the right to freely terminate the contract within 14 calendar days from the receipt of the order without justifying the reason (Article 9).

7.1 Return Period:

Home delivery: 14 days from physical possession of the good.
In-store pickup: 14 days from the notification that the order is ready for pickup.

7.2 Conditions: Products must be in original condition: no signs of use/washing, with invoice, tags intact, hygienic protector (if applicable), and original packaging. Products that are altered, used, or damaged will not be accepted. Return shipping is at the consumer's expense.

7.3 Process: Requests must be sent to orlaportuguesebrand@gmail.com. Note: Orla does not perform returns for items purchased in physical stores.

7.4 Refund: Upon receipt and inspection, the value paid for the product (minus shipping costs) will be refunded within a maximum of 15 business days. The refund method matches the payment method (MBWay, Credit Card, PayPal).

7.5 Free Gifts: If the purchase included a gift, it must be returned if the main product is returned.

7.6 Unclaimed Orders: If an order is returned to the store because it was not claimed, it will be held for 15 days. After this period, it will be destroyed without a right to a refund.

8. MANUFACTURING DEFECTS

8.1 In case of a "manufacturing defect," the User must contact Orla and request a return/exchange within 14 consecutive days of purchase, providing proof of the defect.

8.2 The product must be returned complete (box, tags, hygienic protection) and in excellent condition.

8.3 For valid defects not caused by misuse, the consumer may choose repair, exchange, price discount, or refund. No shipping or material costs will be charged to the consumer in these cases.

9. INTELLECTUAL PROPERTY

The Store is a registered site. All content is protected by copyright, industrial property rights, and applicable legislation. Unauthorized reproduction or commercialization is prohibited.

10. COMPLAINTS

The User may submit complaints regarding acts or omissions that violate legal provisions within 30 days of becoming aware of the facts. Orla shall decide on the complaint and notify the User within 30 days.