Terms & Conditions
OBJECT AND SCOPE OF APPLICATION
These terms and conditions aim to inform the user about the modalities of ordering, selling, payment, and delivery of purchases made through the Ma'ema'e webpage - at www.maemae.pt (hereinafter referred to only as "online store" or "website"), owned by the company Catarina Santos Martins, located at Rua Snu Abecassis 6 6A, 1750-054 Lisbon, NIPC 261 302 841, with a share capital of €2,000 (two thousand euros), hereinafter referred to only as MM, and holder of the Ma'ema'e brand.
They also aim to regulate the visit/browsing and the purchase and sale operations carried out in the online store, between any individual using it for purely personal purposes, as a final consumer, without the intention of reselling the items purchased there, and MM as responsible for marketing its products through the online store Ma'ema'e - www.maemae.pt.
The elements and information transmitted by the user or final consumer (hereinafter referred to as the customer) will have full legal effects, with the customer recognizing electronic purchases, and cannot claim the lack of signature for non-fulfillment of the obligations assumed.
The customer agrees to use this website in compliance with applicable legislation, refraining from using the page for activities contrary to the law, morals, and good customs, or the rights and interests of third parties.
Browsing the website and/or validating the purchase of any product by the customer through it implies acceptance of these terms and conditions.
AMENDMENT OF THESE TERMS AND CONDITIONS
MM reserves the right to freely modify the general conditions at any time, in order to adapt them to applicable legislation, without the need for any prior notice.
MM also reserves the right to unilaterally modify at any time, without prior notice, the presentation and content of the website regarding products, prices, discounts, commercial conditions, and services. These modifications will serve to improve the website, simultaneously enhancing the services offered to the customer.
Despite all the attention given during the preparation of the website content, the information, texts, graphic documents, and/or other services may contain errors or be incomplete. In these situations, MM cannot be held responsible for any damages resulting from the use (or inability to use) the website, including damages caused by viruses or any inaccuracies or imperfections in the information.
COMMERCIAL POLICY
The sale underlying each order placed by the customer is made under a reservation of ownership, so the products remain the property of MM until the full payment of the amount due is made.
PRODUCT INFORMATION
MM takes into account the information regarding the essential characteristics of the products based on technical descriptions shared by its suppliers, and photographs that illustrate the marketed products.
The images and photographs of the products, while attempting to be as accurate as possible, are illustrative, so the customer should consider the possibility of differences in color, shape/form appearances, which may also be due to the monitor and web browser used by them. Therefore, customers are advised to carefully and thoroughly consult the product and its respective features to ensure they are properly informed at the time of purchase.
MM reserves the right, at its discretion, to correct any error or omission in any part of the website without prior notice. MM may make any other changes to the website, materials, and products or services described on the website at any time without prior notice. The price of products supplied by MM will always be stipulated on the website, except in the case of typographical errors.
PRICE INFORMATION
The retail prices indicated in the online store are presented in euros (€) and are exempt from VAT under Article 53°.
Shipping service costs are the responsibility of the customer and are added to the total value of the selected products. The customer will be informed of these charges before confirming their order and completing the purchase process.
MM reserves the right to change prices at any time. However, it commits to applying the rates and prices indicated at the time of placing the purchase order.
In the event of a computer, manual, technical, or any other type of error that causes a substantial change not anticipated by MM in the retail price, the purchase request will be considered invalid and canceled.
In the case of an error in the price of any product, MM will contact the customer, presenting them with the option to confirm the order with the correct price or cancel it with a proper refund. If the customer wishes to receive a refund for their order, it will be processed using the same payment method as the order.
PURCHASE PROCESS
To make a purchase, it is necessary to access www.maemae.pt and follow the steps described below.
Newsletter:
The term Newsletter refers to emailings with promotions, offers, and information sent directly to the customer's email. The customer is automatically registered from the moment they register on the Ma'ema'e website - www.maemae.pt.
Product selection:
Throughout the navigation of the online store, the customer will be able to view all available items, selecting those that best serve their purchasing purpose. They should insert the items they wish to purchase into the virtual shopping cart, and can always remove any previously added items without affecting orders for other products. Once the selection process is complete, they should review their order and ensure it is correct. They should now proceed to payment, thereby confirming the order.
MM will honor orders received online only up to the limit of available stock. In the absence of product availability, MM commits to inform the customer as soon as possible.
MM reserves the right to refuse any order.
Payment methods:
In the online store, the payment methods are:
Credit card;
Debit card;
MB Reference;
MBWAY,
as indicated in the payment menu at the time of checkout, no other payment method will be accepted.
The customer must pay only the exact amount specified in the confirmation of each order, and must do so using only the payment methods described above. Otherwise, if the customer attempts to use another unapproved payment method, MM cannot be held responsible for the loss of payment or for any other damages that may arise from it.
For offline payment methods (MBWAY), it is advisable to include the order number in the description. Payments made through these methods must be completed within a maximum of 24 hours; after that time, the order will be canceled.
If the order is canceled due to non-payment, the customer will receive an email informing about this situation. This does not prevent the customer from placing a new order.
Confirmation or cancellation:
After making your purchase, the customer will receive an automatic email confirming the transaction, which should be printed or saved for future reference.
The order will only be processed after the confirmation of the respective payment. In case of non-payment or non-compliance or non-confirmation of these general conditions, MM reserves the right not to accept the customer's order, or to cancel it, even after its automatic confirmation.
MM reserves the right not to confirm and/or proceed with the delivery of the products from the order placed by the customer, regardless of the reason and is exempt from liability for any damages or costs:
If any unforeseen event or change in current circumstances arises that may affect production, transportation, and respective costs, or that causes abnormal price increases in raw materials;
If, for any reason, it is impossible to properly collect and receive the respective payment;
If the ordered products are no longer available;
If the order was placed with errors in the essential data for its delivery;
If the order is flagged by the website's security systems as an incorrect, irregular, and/or fraudulent order.
In any of the cases mentioned, MM will inform the customer by email or phone about the impossibility of confirming the sale and the consequent cancellation of the order, refunding the amount paid for the items.
ORDER SHIPMENTS
Order shipments are made by the carrier BATCH. There is also the option of PICK UP - Collection at a physical store (see conditions at the end).
Orders will be delivered to the recipient's address. In case of absence, orders transported by BATCH will need to be rescheduled, with the respective costs being the responsibility of the customer.
MM is not responsible if the delivery is not made due to incorrect filling of the shipping details for the order.
Delivery times:
Unless in exceptional situations, deliveries will be made within a maximum period of 5 to 7 days after the order is formalized, on business days during working hours, so weekends and holidays are not included in the delivery time calculation. For pre-sale items, this period starts counting only from the moment the item is available for delivery.
In case of delays due to force majeure, MM commits to inform the customer and make the best efforts to quickly resolve the situation, but the delay in delivery within the stipulated period during the purchase process does not confer the right to compensation.
Costs:
The shipping costs vary according to the weight, volume of the order, and postal code. During the purchase process, the shipping cost will be calculated automatically.
Shipping costs:
PORTUGAL
0-5 Kg: 3,99€
5-10 Kg: 4,35€
10-15 Kg: 5,75€
15-20 Kg: 6,15€
75,00€ or more: Free Shipping
SPAIN
0-1 Kg: 5,99€
1-5 Kg: 7,60€
5-10 Kg: 9,20€
10-15 Kg: 13,70€
15-20 Kg: 17,50€
EUROPE ZONE 2 (Austria, Belgium, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Czech Republic, Hungary, Iceland, Lithuania, Slovakia, Slovenia)
0-1 Kg: 13,99€
1-5 Kg: 21,99€
5-10 Kg: 27,99€
10-15 Kg: 38,99€
EUROPE ZONE 3 (Denmark, Estonia, Finland, Latvia, Malta, Norway, Poland, Sweden)
0-1 Kg: 14,99€
1-5 Kg: 26,99€
5-10 Kg: 36,99€
10-15 Kg: 52,99€
Complaints:
In case you wish to file a complaint related to the delivery, it should be directed by email to BATCH and supplemented with photographs that prove it.
EXCHANGES / RETURNS / COMPLAINTS
Exchanges:
The customer has 14 calendar days after receiving their order to exchange the item, without having to justify the reason for the exchange.
To make an exchange, you must contact by email at: geral@maemae.pt and wait for instructions.
You should never send the order back without proper authorization, so MM is not responsible for its non-arrival.
Exchanges are made through the distribution partner who collects at the address and on the day agreed with the customer.
The exchange service has a collection cost that may vary due to the weight of the item (see shipping cost table) and a shipping cost for the new product for which you will exchange (see shipping cost table), which is the customer's responsibility.
In the case of an exchange, simply place the item to be delivered in a closed package/bag. It is not necessary to send the original packaging.
Returns:
The customer has 14 calendar days after receiving their order to return the item, without having to justify the reason for the return.
To make your return, you must contact by email at: geral@maemae.pt and wait for instructions. You should never send the order back without proper authorization, so MM is not responsible for its non-arrival.
The shipping costs for the return are the responsibility of the customer, with exceptions for cases where the return is due to defective items.
Returns of items that show no signs of use/modification, in perfect original condition and accompanied by all accessories that constitute them will only be accepted. It is the customer's responsibility to properly package the items to be returned.
The refund of the payment will be made through the same payment method that was used by the customer in the initial transaction. Thus, only the cost of the purchased item(s) will be refunded and not the shipping and return costs of the same. The refund will be made within 14 days after receiving the product and confirming its condition.
Complaints:
In case of a noticeable anomaly of the received product, it must be sent for analysis. However, you should never send the order back without proper authorization, so MM is not responsible for its non-arrival.
The item can be exchanged or refunded, provided the customer returns it within a maximum of 14 days from the date of shipment of the order, and must contact by email at: geral@maemae.pt.
MM commits to collect the item at the address indicated by the customer at no cost. After verifying the condition of the product, a response will be given to the customer.
If the anomaly is confirmed, a new product will be sent as a replacement. If the item of the same reference is out of stock, the customer may choose another item of equal value, or a refund for the defective item. If the anomaly is not verified, the item will be returned to the customer, after payment for the collection and shipping of the same (see shipping cost table).
In any case, returns of items with anomalies will only be accepted if they show no signs of use/modification. It is the customer's responsibility to properly package the items to be sent.
WARRANTY
Some items are covered by the warranty defined by the manufacturer, with the legal scope and limits. This period is considered from the date of the purchase invoice of the item and can only be exercised upon presentation of proof of purchase.
Items that have exceeded the period defined by the manufacturer or show defects caused by abnormal wear, improper use, negligence or accidents, mishandling, moisture/liquid infiltration, use of non-original accessories, and technical interventions by unauthorized personnel are considered outside warranty conditions.
To exercise the right to warranty, the customer must contact by email at: geral@maemae.pt and wait for instructions. You should never send the item back without proper authorization, so MM is not responsible for non-delivery of the same. The shipping costs of the item are the responsibility of the customer.
CONTACTS
For any questions, contact via email: geral@maemae.pt
COMPANY DETAILS
Catarina Santos Martins
R. Snu Abecassis 6 6A,
1750-054 Lisbon
NIPC: 261302841
Email: geral@maemae.pt
ONLINE COMPLAINT BOOK
You can also make a complaint through the website - https://www.livroreclamacoes.pt
PICK UP OPTION – IN-STORE PICKUP
MM offers its customers the option to collect their online orders at its physical store. In-store pickup is free; however, it is noted that:
You should only choose in-store pickup if you can actually go to the store to collect it.
The order will not be automatically available for pickup after purchase. You will have to wait for notification that the order is available for pickup and only then go to the store. Usually, the product is available within 5 business days after payment. During peak sales times, such as the launch of new collections or sales, pickup may take a few more days. In any case, the customer should only go to the store after receiving the confirmation EMAIL for pickup.
For the collection of items in-store, the customer will receive a confirmation email that must be presented in the store to collect the order.
If you mistakenly chose in-store pickup but actually wanted home delivery, you should contact MM at the email: geral@maemae.pt so that you can pay for shipping and the order can be processed again.
If you mistakenly chose the PICK UP option, there will be an additional cost associated with returning the order.
MM requests that the collection of orders in the store be done as quickly as possible, as the physical space is limited. Thus, a maximum period of 20 days is given for PICK UP, after which the items will be sent for donation to children or institutions for charity and social solidarity.
It is also noted that purchases made in the physical store can only be exchanged in the physical store and that returns are not accepted there.
The physical store is located at Rua Snu Abecassis 6 6A, 1750-054 Lisbon