Exchange and Guarantees Policy

Exchange Policy


Exchanges and returns:

Purchases at physical stores

We accept exchanges and returns via voucher (6 month duration) within 30 days of the invoice date.
Items must be returned unused and undamaged, along with tags. Exchanges and returns presuppose the presentation of the purchase ticket, valid as a receipt after payment.

We are available for any additional clarification that you consider necessary (customerservice@brodheim.pt).

 

Shopping at Betrend online store

We accept exchanges and returns through voucher (6 months duration), within 30 days, after the invoice date.

Items must be returned unused and undamaged, along with their tags, within 30 days of the invoice date. You can schedule the return of the item, picked up by the DPD carrier, at a location of your choice. The respective refund will then be made in the same way as the payment was processed.

You may also exchange for another product or return a voucher to the Vans, Guess and Timberland physical stores1 within 30 days of the invoice date. The voucher can only be used in the physical stores of the respective brand.

1Service only available at Vans, Guess and Timberland premium physical stores, excluding Outlets.

Please note that returns cannot be made on sealed products that cannot be returned for hygiene reasons.

We are available for any further clarification you may require (betrendstore@brodheim.pt).

 

Warranty
Purchases in physical stores

With the entry into force of Decree-Law nr. 84/2021 of October 18th, the warranty period for movable goods becomes 3 years.

The consumer now has a period of 3 years from the date of delivery of the goods to report defects, which may be done by letter, email or other means of proof.

However, in the third warranty year the consumer must prove that the defect existed at the date of delivery.

 

Repair or Replacement:

The legal provisions establish that the seller has a maximum of 30 days to resolve the situation reported by the customer, a date that starts from the moment the item complained of is left in the store to be subjected to analysis / repair

-In case of repair the good benefits from a warranty period of 6 months for each repair, up to a limit of four repairs.

-In case of replacement, a new warranty period begins.

 

Defects:

The legal provisions state that, in the event of a defect, the seller may suggest:

-Repair;

-exchange for the same article;

-Exchange for another article of equal or greater value, and the difference in case of greater value, borne by the customer;

-Issuing a voucher;

-Replacement of the good or refund of the amount, if the defect is reported within 30 days after delivery;

-If it is confirmed any nonconformity with the purchased product, the seller is legally obliged to reimburse the consumer the amount paid for the good, if it so requires and is not subject to resolution through the above paragraphs.

 

Shopping at Betrend online store

In case of a defect in the items you purchased, Betrend complies with all legal regulations regarding warranty. If you are not satisfied due to material or manufacturing faults in the items we have supplied, including damage incurred in transport, you should send an email to betrendstore@brodheim.pt attaching the invoice and photos proving the defect. Our Customer Service Department will assess the situation and resolve it within 30 days. In the event that the defect is confirmed and if the same item is available, we will exchange or return the item according to your preferences.

With the entry into force of the Decree-Law n.º 84/2021 of October 18, the warranty period for furniture will be 3 years.

The consumer now has a period of 3 years from the date of delivery of the goods to report defects, and may do so by letter, email or other means of proof.


Purchase Conditions

  • GUESS PREMIUM

    GUESS PREMIUM STORES

    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted. Due to safety and hygiene reasons underwear, swimwear or other similar items cannot be returned or exchanged.

    No cash refunds exchange.

    The deadline for using coupons from returns or exchanges is 365 days.

    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable. All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.

    The cheques must be in order of Guess Portugal, lda.

    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. With minimum purchases of 250€, customers can choose between the guess jeans iconic bag or the guess premium white bag. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries

    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except for purchases below 30€ (shipping cost: 3.95€) or items originating from funchal or sent to madeira or azores (shipping cost: 19€). 

    Guess is very proud of their products, only working with high quality materials and offering a guaranty against manufacturing defects. Although guess cannot assume exchanges related to the natural wear and tear of the articles.

    In case of dispute, the client may appeal to an entity of alternative resolution of consumer disputes with the following contacts:

    Guess Acessório e Jeans Colombo, Aeroporto, Almada, Amoreiras, Avenida, Cascais, Oeiras e Vasco da Gama:

    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030


    Guess Norte Shopping:

    Rua Damião de Góis, 31, loja 6, 4050-225, Porto
    cicap@cicap.pt
    22 550 83 49 / 22 502 97 91


    Guess Braga Parque e Aveiro Acessórios:

    Rua D. Afonso Henriques, 1 ,4700-030 Braga
    cicap@cicap.pt
    253 617 604


    Guess Funchal:

    Rua Direita, n.º 27 - 1.º andar - esq., 9050-450 Funchal
    centroarbitragem.srem@madeira.gov.pt
    291 750 330

    Guess Coimbra:

    Av. Fernão Magalhães, n.º 240, 1º, 3000-172 Coimbra
    geral@cacrc.pt
    239 821 690


    Guess Faro e Guia:

    Avª. 5 de Outubro, nº. 55, R/C DTº. , 8000-075 Faro
    info@consumoalgarve.pt
    289 823 135

     

    More information on www.consumidor.pt

  • GUESS OUTLET

    GUESS OUTLET STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted. Due to safety and hygiene reasons underwear, swimwear, personal protective masks or other similar items cannot be returned or exchanged.

    No cash refunds exchange. 
    Exchanges and returns of items purchased at guess outlet stores can only be made at outlet stores: Strada Outlet – Odivelas, Freeport Lisboa Fashion Outlet – Alcochete, Porto Fashion Outlet – Vila do Conde, Designer Outlet Algarve – Loulé. We cannot make exchanges of items purchased in other Guess stores.
    The deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable. All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Guess Portugal, lda.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping on purchases of €50 or more except shipments to madeira or azores (shipping cost: 19€). 
    Guess is very proud of their products, only working with high quality materials and offering a guaranty against manufacturing defects. Although guess cannot assume exchanges related to the natural wear and tear of the articles.
    In case of dispute, the client may appeal to  an entity of alternative resolution of consumer disputes with the following contacts:

    Guess Outlet Loulé:
    Avª. 5 de Outubro, nº. 55, R/C DTº. , 8000-075 Faro
    info@consumoalgarve.pt
    289 823 135

    Guess Outlet Strada e Freeport:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Guess Outlet Vila do Conde:
    Rua Capitão Alfredo Guimarães, 1, 4800-019 Guimarães
    geral@triave.pt
    253 422 410

    More information on www.consumidor.pt

     

  • VANS

    VANS STORES
    We accept exchanges and returns in the form of a product voucher within 30 days, provided that the original purchase receipt is presented, for items that have not been used. 
    Cash refunds are not issued. 
    The maximum validity period for vouchers from exchanges or returns is 365 days. 
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except for purchases below 30€ (shipping cost: 3.95€) or items originating from funchal or sent to madeira or azores (shipping cost: 19€). 
    Vans is very proud of their products only working with high-quality materials and offering a guaranty in case of dispute, the client against manufacturing defects. However, it cannot assume exchanges related to their normal wear and tear. 
    In case of dispute, the client may appeal to  an entity of alternative resolution of consumer disputes with the following contacts:


    Vans Almada Forum, Rua Augusta, Cascais Shopping, Oeiras Parque e Vasco da Gama:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Vans Leiria Shopping:
    Rua D. Afonso Henriques, 1, 4700-030 Braga
    geral@cniacc.pt
    253 619 107

    Vans Arrábida Shopping:
    Rua Damião de Góis, 31, loja 6, 4050-225, Porto
    cicap@cicap.pt
    22 550 83 49 / 22 502 97 91

    Vans Madeira Shopping
    Rua Direita, n.º 27 - 1.º andar - esq., 9050-450 Funchal
    centroarbitragem.srem@madeira.gov.pt
    291 750 330

    Vans Faro
    Avª. 5 de Outubro, nº. 55, R/C DRº. , 8000-075 Faro
    info@consumoalgarve.pt
    289 823 135

    More information on www.consumidor.pt

     

  • TIMBERLAND OUTLET

    TIMBERLAND OUTLET STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted.
    Exchanges and returns of items purchased at Timberland Outlet Stores can only be made at outlet stores: Strada Outlet – Odivelas, Freeport Lisboa Fashion Outlet – Alcochete, Porto Fashion Outlet – Vila do Conde, Designer Outlet Algarve – Loulé. We cannot make exchanges of items purchased in other Timberland Stores.

    Cash refunds are not issued. 

    Deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping on purchases of €50 or more, except shipments to madeira or azores (shipping cost: 19€). 
    Timberland is very proud of their products only working with high quality materials and offering a guaranty against manufacturing defects. Although timberland cannot assume changes with the natural wear and tear of the articles.
    In case of dispute, the client may appeal to  an entity of alternative resolution of consumer disputes with the following contacts:

    Timberland Vila do Conde:
    Rua Capitão Alfredo Guimarães, 1, 4800-019 Guimarães
    geral@triave.pt
    253 422 410

    Timberland Strada e Freeport:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Timberland Loulé:
    Avª. 5 de outubro, nº. 55, R/C DTº. , 8000-075 Faro
    info@consumoalgarve.pt
    289 823 135

    More information on www.consumidor.pt

  • BURBERRY

    BURBERRY STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted.No cash refunds exchange.
    No cash refunds exchange
    Deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €1 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except on itens sent to madeira or azores (shipping cost: 19€). 
    Burberry is very proud of their products, only working with high quality materials and offering a guaranty against manufacturing defects. Although Burberry cannot assume exchanges related to the natural wear and tear of the articles.

    Repair services available. Price upon request.
    In case of dispute, the client may appeal to an entity of alternative resolution of consumer disputes with the following contacts:

    Burberry Avenida da Liberdade:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Burberry Aliados:
    Rua Damião de Góis, 31, loja 6, 4050-225, Porto
    cicap@cicap.pt
    22 550 83 49 / 22 502 97 91

    More information on www.consumidor.pt

  • TOD'S

    TOD'S STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted.
    No cash refunds exchange.
    Deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.50 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except on itens sent to madeira or azores (shipping cost: 19€). 
    Tod's is very proud of their products, only working with high quality materials and offering a guaranty against manufacturing defects. Although Tod's cannot assume exchanges related to the natural wear and tear of the articles.
    In case of dispute, the client may appeal to an entity of alternative resolution of consumer disputes with the following contacts:

    Tod's Avenida da Liberdade:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Tod's Aliados:
    Rua Damião de Góis, 31, loja 6, 4050-225, Porto
    cicap@cicap.pt
    22 550 83 49 / 22 502 97 91

    More information on www.consumidor.pt

  • TIMBERLAND

    TIMBERLAND STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted.
    Deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except for purchases below 30€ (shipping cost: 3.95€) or items originating from funchal or sent to madeira or azores (shipping cost: 19€). 
    Timberland is very proud of their products only working with high quality materials and offering a guaranty against manufacturing defects. Although Timberland cannot assume changes with the natural wear and tear of the articles.

    Repair services available. Price upon request. 
    In case of dispute, the client may appeal to  an entity of alternative resolution of consumer disputes with the following contacts:

    Timberland Almada, Amoreiras, Avenida, Cascais, Colombo, Montijo, Vasco da Gama e Oeiras:
    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    Timberland Coimbra:
    Av. Fernão Magalhães, n.º 240, 1º, 3000-172 Coimbra
    geral@cacrc.pt
    239 821 690

    Timberland Aveiro, Viseu e Leiria:
    Rua D. Afonso Henriques, 1, 4700-030 Braga
    geral@cniacc.pt
    253 619 107

    Timberland Funchal:
    Rua Direita, n.º 27 - 1.º andar - esq., 9050-450 Funchal
    centroarbitragem.srem@madeira.gov.pt
    291 750 330

    Timberland Matosinhos, NorteShopping e Arrábida:
    Rua Damião de Góis, 31, loja 6, 4050-225, Porto
    cicap@cicap.pt
    22 550 83 49 / 22 502 97 91

    Timberland Faro e Guia:
    Avª. 5 de Outubro, nº. 55, R/C DTº. , 8000-075 Faro
    info@consumoalgarve.pt
    289 823 135

    More information on www.consumidor.pt

  • TRAVEL RETAIL

    AEROPORTO EMPORIO ARMANI, CAROLINA HERRERA AND MAX MARA STORES
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted.
    No cash refunds exchange.
    Deadline for using coupons from returns or exchanges is 365 days.

    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except for purchases below 30€ (shipping cost: 3.95€) or sent to madeira or azores (shipping cost: 19€). 
    Carolina Herrera and Max Mara are very proud of their products only working with high quality materials and offering a guaranty against manufacturing defects. Although Carolina Herrera and Max Mara cannot assume exchanges related to the natural wear and tear of the articles.
    In case of dispute, the client may appeal to an entity of alternative resolution of consumer disputes with the following contacts:

    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    More information on www.consumidor.pt

     

  • THE NORTH FACE

    THE NORTH FACE STORE
    Exchanges and returns can be made through product coupons within 30 days of the purchase date and upon presentation of the purchase ticket. Only unused articles will be accepted. Exchanges and returns only when purchased at the north face shop in the colombo shopping centre, forum coimbra and betrend.pt 
    Deadline for using coupons from returns or exchanges is 365 days.
    For orders placed with the supplier, in reservations of products not available in the store, in case of withdrawal by the customer, the value of the reservation is non-refundable.
    All payments higher than 62,35€, made through cheque, will only be effective after the cheque has been checked and certified by the credit institution.
    The cheques must be in order of Erich Brodheim, S.A.
    Decree-law no. 102-d/2020 of 10.12 obliges companies to charge any type of bag. Please be advised that there will be a charge of €0.30 for each bag available exclusively in the purchase of our products. We do not provide bags without making a purchase. We do not accept bag returns. The total amount of the initiative will be reverted to the campaign “Plante esta Semente”, which details can be consulted at www.brodheim.pt

    Home deliveries
    Due to decree-law no. 102-d/2020 of 10.12, we do not include bags in orders with home delivery. The purchased items will be delivered to the address indicated by the customer within 5 business days. Free shipping offer, except for purchases below 30€ (shipping cost: 3.95€) or items originating from funchal or sent to madeira or azores (shipping cost: 19€). 
    The North Face is very proud of their products only working with high-quality materials and offering a guaranty against manufacturing defects. Although The North Face cannot assume changes with the natural wear and tear of the articles. 
    Repair services available. Price upon request.
    In case of dispute, the client may appeal to  an entity of alternative resolution of consumer disputes:

    Loja The North Face Colombo
    Centro de Arbitragem de Conflitos de consumo de Lisboa:

    Rua dos Douradores, nº 116 - 2º, 1100 - 207 Lisboa
    juridico@centroarbitragemlisboa.pt
    218 807 030

    More information on www.consumidor.pt

    Loja The North Face Coimbra

    Centro de Arbitragem de Conflitos de consumo de Coimbra:

    Av. Fernão magalhães, n.º 240 - 1º , 3000-172 coimbra 

    geral@cacrc.Pt 

    239 821 690 

    More information on www.consumidor.pt 

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