1. Introduction
These General Conditions of Sale (the “Conditions”) are agreed between Plínio Leal & Ana Leal Limitada, a limited liability company, with its registered office at Rua da Figueirinha 24 A, Oeiras, with a share capital of 50.000€, NIPC 501495606, registered at the Cascais Commercial Registry Office, the owner of the “Family Affair” trademark (hereinafter referred to as “Family Affair”), and individuals wishing to make purchases through the Family Affair website – www.family-affair.com (the “Website”), hereinafter referred to as the “Customer”.
These conditions apply exclusively to non-trading individuals. Any individual acting for purposes other than professional activity is considered as such.
The parties agree that purchases made through the Website will be governed solely by these Conditions, to the exclusion of any previously available conditions on the Website.
2. Object
These General Conditions of Sale are intended to provide the Customer with all necessary information regarding the ordering, sale, payment, and delivery of purchases made on the Website.
These conditions govern all steps necessary to place an order and ensure the proper tracking of this order between the Parties.
These General Conditions shall not apply if it is determined by the order type that the Customer is not a final consumer, as defined in Article 1 (3) (a) of Decree-Law No. 143/2001 of 26 April.
3. Online Ordering
To make purchases through the Website, you must register as a Customer by filling out the online registration form.
Once registered, you can add the items you wish to purchase to your virtual shopping cart. You must follow all the steps in the purchase process for it to be successfully completed.
Validation of the purchase order implies that the Customer is aware of and expressly accepts these General Conditions of Sale, which are available for consultation on the Website.
The data recorded by Family Affair serves as proof of all transactions made between Family Affair and the Customer. It is Family Affair’s responsibility to store the electronic document in which the contract is formalised and ensure its accessibility.
After completing your purchase, you will receive an automatic email confirming the transaction. If the data is incorrect, you may immediately request a change or even cancel the purchase.
Family Affair reserves the right to unilaterally cancel the order in the event of a programming error, malfunction of Family Affair’s computers, or if the order is incomplete or an error is identified in an essential element of the contract.
4. Prices and Payment Methods
Family Affair informs that the prices listed on the Website are exclusive to the online store and may differ from the prices in physical stores. All promotional campaigns have limited stock and are exclusive to online marketing.
For orders within Europe, prices are in Euros and include taxes and fees, including the VAT applicable at the time of payment. For orders shipped to countries outside Europe, taxes will be the responsibility of the Customer.
If the prices of products for sale on the Website change, the advertised prices will be updated accordingly. However, this will not affect orders that have already been placed.
When purchasing products on the Website, Family Affair accepts the following payment methods:
If payment is made by credit card, the amount will be debited from the Customer’s card immediately after the order is registered.
Family Affair will only process an order once payment has been confirmed. Family Affair cannot guarantee the availability of the products until processing begins.
Failure to pay for the order within 2 (two) days of the order date will result in the automatic cancellation of the order.
Once payment is confirmed, and within 24 hours, an email will be sent confirming the validation of the order. This email will be sent to the email address provided by the Customer during registration on the Website.
5. Product Availability
The product catalogue featured on the Website is independent of the physical stores, both in terms of pricing and stock levels. All promotional campaigns have limited stock and are exclusive to online marketing.
On each product page, the Customer will find an estimated dispatch date. The estimated shipping time is in addition to the delivery time, depending on the carrier chosen and the destination of the order. Family Affair only ships on weekdays, meaning weekends and holidays are not included in the estimated delivery time. In any case, the estimated delivery dates are purely indicative.
If a product ordered is unavailable, Family Affair will contact the Customer after consulting the supplier regarding the possibility of replacing the missing item. The order will only proceed once the Customer has given their consent if the delivery time or price of the item changes. In the event of complete stock unavailability for the ordered product, Family Affair may offer the Customer an alternative product of equivalent quality and price, if available. The order will only proceed after the Customer’s consent.
If the ordered product is completely unavailable, and Family Affair is unable to offer an alternative product of equivalent quality and price, or if the Customer does not give consent to modify the original order, Family Affair will refund the amounts paid to the Customer within 14 (fourteen) days after notifying them of the cancellation.
Any delay in the shipment of items, based on the estimated dates provided, does not entitle the Customer to any compensation.
6. Shipping
We ship from Lisbon, and orders will be processed within 1-3 business days.
Shipping costs depend on the destination and will be calculated in the shopping cart once you proceed with the order.
Your order will be shipped via DHL, and shipping charges will be calculated and displayed at checkout. Customs duties and import taxes are not included in the final price and will be the responsibility of the customer.
If you need any assistance with your order, please contact us at support@family-affair.com
7. Product Warranty
In accordance with the Legal Framework for the Sale and Warranty of Consumer Goods, all products sold on the Website are covered by a two-year warranty for conformity.
If the purchased product is defective, the Customer must report the issue to Family Affair, either in person at any store or in writing via email to support@family-affair.com, including the order number and a description of the fault, supported by images. The costs for returning or collecting items within the warranty period will be borne by the customer, but Family Affair will reimburse these costs once it is confirmed that the product is indeed defective.
Upon receipt of the item, a technical assessment will be carried out. If the product is found to be faulty, Family Affair will replace it and send the replacement to the Customer’s address at no additional cost.
If the technical assessment reveals signs of misuse or any issue that may have caused the product to malfunction (e.g., scratches, overuse, accidents, moisture, corrosive substances, etc.), the Customer will be contacted to confirm whether they would like the item repaired. Repair work will only begin once the Customer has expressly accepted the quotation.
For goods outside the warranty period, the Customer may still wish to have the item repaired. In this case, they can contact Family Affair either in person at any store or in writing via email to support@family-affair.com. The items will be evaluated, and a repair estimate will be provided. Repair work will only begin once the Customer has expressly accepted the quote.
8. Refunds
The following conditions apply exclusively to purchases made on the Website.
The Customer may cancel their order at any time, before delivery, or within 14 (fourteen) days from the day after:
In such cases, the Customer may exercise their right of withdrawal as legally provided and outlined below.
8.1. Exercise of the Right of Withdrawal
To exercise the right of withdrawal, the Customer must communicate their decision either in person at any Family Affair store or by sending a written notification to the email address support@family-affair.com, using the withdrawal form provided in Annex I of these General Terms and Conditions. If the Customer exercises this right, Family Affair will send a receipt confirmation by email within 48 (forty-eight) hours.
To comply with the withdrawal period, the Customer need only send their communication regarding the exercise of the right of withdrawal before the end of the 14-day period.
8.2. Processing of the Right of Withdrawal
If the contract is cancelled, the Customer must return the goods without undue delay and no later than 14 (fourteen) days from the date of informing Family Affair of the withdrawal from the contract. The return will be deemed valid if the goods are sent back before the 14-day period expires.
The Customer is responsible for the costs of returning the goods when exercising the right of withdrawal. For items that, by their nature, cannot normally be returned by post, the Customer must bear the direct costs of the return, which include the shipping costs listed in the original order.
The Customer will be reimbursed for all payments made, including delivery costs (except for any additional costs incurred due to choosing a shipping method that is more expensive than the standard delivery option offered by Family Affair), without undue delay and, in any event, no later than 14 (fourteen) days from the date Family Affair is informed of the Customer’s decision to withdraw from the contract.
To expedite the refund process, the Customer will be refunded using the same payment method used for the original purchase.
Family Affair reserves the right to withhold the refund until the returned goods have been received and confirmed to be in their original condition.
After contacting Family Affair and receiving return instructions, the Customer should return the product, properly packaged, with the original packaging, to the return address provided by Family Affair (support@family-affair.com).
8.3. Exclusions
When returning items, the Customer must ensure that the following conditions are met:
All items will be inspected, and only those that meet the return conditions will be accepted for return.
Family Affair reserves the right not to accept returns of items that do not meet these conditions.
9. Privacy Policy
Family Affair is committed to protecting the privacy of its Customers and to complying with its obligations under data protection legislation.
For further information, please refer to our Privacy Policy, available here.
10. Applicable Law and Jurisdiction
The parties expressly agree that these General Conditions of Sale, in all their terms, will be governed by and interpreted in accordance with the applicable Portuguese legislation.
Any disputes or disagreements arising from the interpretation, performance, or execution of this contract shall be submitted to the jurisdiction of the court in the buyer’s domicile or, alternatively, the court in the place where the contractual obligation is to be performed.
11. Information Requests and Complaints
If you have any questions or wish to submit a complaint regarding the use of our services, please contact us via email at support@family-affair.com. We are committed to seeking an amicable resolution to any issues that may arise.
12. Complaints Book (Livro de Reclamações)
Should you wish, you can submit a complaint in the electronic Complaints Book and/or request more information through the Complaints Book Platform available on the website: www.livroreclamacoes.pt.
13. Complaints Platform (Portal da Denúncia)
This service may be used to inform the City/Institution/Company about concerns that do not align with our ethical standards and values and could seriously impact the organisation, an individual’s life, or health.
The report may include information regarding criminal offences, misconduct, or legal violations within a work context.
While it is recommended to provide evidence to support your suspicions, this is not mandatory. All messages must be submitted in good faith.
The Complaints Platform available here.
14. Alternative Dispute Resolution Entity for Consumer Disputes (RAL)
In the event of a dispute, the consumer may resort to an Alternative Dispute Resolution Entity for Consumer Disputes (RAL). Below is a list of consumer arbitration centres available in Portugal:
The appointment of arbitration centres is done under the terms of Law 144/2005, of 8 September, without implying that Family Affair agrees to or will join arbitration, specifically for the regulation of consumer disputes.
Further information can be found by consulting the Consumer Portal at www.consumidor.pt.
