At AGL, we strive to ensure a clear, secure and professional shopping experience. This policy sets out the conditions applicable to returns, cancellations, exchanges and refunds of orders placed in our online store.
1. Return period
The customer has a period of 14 days from receipt of the order to request the return of an item, under the legally applicable terms.
For the return to be accepted, the item must be in the same condition as received, with no signs of use, installation, assembly, wear, alteration, mishandling or damage. The product must be returned with all accessories, manuals, cables, components, labels, protections, original packaging and other items included in the delivery.
You must also provide the respective proof of purchase.
2. How to request a return
To start a return request, the customer must first contact guedeslopes.pt by email:
The request should include:
- Order number;
- Name used in the purchase;
- Product you wish to return;
- Reason for return;
- Product and packaging photographs, when applicable.
After reviewing the request, we will send the return instructions and the address to which the item must be sent.
Or through the form: RMA Request
Return address:
Lagoas Park, Building 7 - Floor 1, 2740-244 Porto Salvo
Returns sent without prior contact and authorisation will not be accepted.
3. Return costs
Unless expressly stated otherwise, shipping costs associated with the return are the customer's responsibility.
When the return results from an error attributable to AGL, incorrect item, confirmed transport damage or validated defect, the situation will be analysed individually and we will indicate the appropriate solution.
4. Order cancellation
The customer may request cancellation of the order before its dispatch, preparation, assembly, configuration, specific supplier purchase or customisation.
Once preparation, assembly, configuration, customisation or specific procurement of the item for the customer has begun, cancellation may not be accepted, especially in the case of non-standard products, custom-built systems, items ordered specifically for the customer or solutions configured according to specific requirements.
If the order has already been shipped, the request will be handled as a return under the terms of this policy.
5. Damaged, defective or incorrect items
The customer must check the order at the time of receipt.
If the item received shows damage, visible defects, signs of improper transport or does not match the ordered product, please contact us as soon as possible via:
The contact must include the order number, a description of the issue and, whenever possible, photographs of the item, outer packaging, inner packaging and shipping label.
After evaluation, we will indicate the appropriate solution, which may include repair, replacement, refund or another form of regularisation, as applicable.
6. Exceptions to the right of return
Without prejudice to the consumer's legal rights in the event of defect, non-conformity or error attributable to AGL, returns of the following items may not be accepted:
- Systems, equipment or made-to-measure solutions;
- Products configured, customised, adapted or modified according to customer specifications;
- Items ordered specifically for the customer, not part of the store's regular stock;
- Industrial, computer, technical or electronic equipment that has been installed, assembled, tested in a production environment, parameterised or put into operation;
- Products with software, firmware, licences, digital keys, electronic activations or customer-linked registrations;
- Sealed products that have been opened and whose technical integrity, safety, traceability, warranty or resale possibility cannot be assured;
- Components, parts, accessories or consumables whose packaging has been opened, damaged or whose original condition cannot be verified;
- Products damaged by improper use, incorrect installation, inappropriate handling or intervention by third parties;
- Clearance items, special campaigns, sales or exceptional commercial conditions, when this was expressly indicated at the time of purchase;
- Gift cards, vouchers or commercial credits.
In the case of customised products, made-to-order products, built-to-spec products or products acquired specifically for the customer, AGL may request express confirmation before proceeding with the order, assembly, configuration or supplier purchase.
7. Custom-built systems and special orders
Custom-assembled systems, technical solutions configured for the customer, specific industrial products and articles expressly acquired from suppliers at the customer's request are subject to special conditions.
Whenever an order involves custom configuration, technical assembly, specific procurement, import, supplier reservation or adaptation to customer requirements, return or cancellation may not be accepted after order confirmation.
This rule applies especially to equipment, industrial systems, industrial computers, industrial monitors, technical components, automation solutions, specialised hardware, specific accessories and products not usually available in stock for immediate sale.
8. Professional, business or B2B purchases
When a purchase is made by companies, professionals, public entities, resellers or customers acquiring goods for professional, commercial, industrial or business purposes, returns are subject to prior acceptance by AGL.
In these cases, unless proven defect, supply error or written agreement to the contrary, AGL may refuse returns of correctly supplied items, especially in the case of technical equipment, configured systems, special orders, items acquired specifically for the customer or products already installed, tested or used.
9. Exchanges
The fastest way to get a different item is to request the return of the originally purchased product and, after the return is accepted, place a separate new order.
When the exchange results from a shipping error, confirmed defect or other situation attributable to AGL, we will assess the case and indicate the appropriate solution.
10. Refunds
After receipt and inspection of the returned item, we will inform the customer of the approval or refusal of the refund.
If approved, the refund will be made through the same payment method used for the purchase, unless expressly agreed otherwise.
Refund processing may take up to 10 business days after the return is approved. The final time for the amount to become available may vary depending on the bank, card issuer or payment service provider.
If more than 15 business days since the refund was approved and the amount is not yet available, contact us via:
11. Contact
For any questions regarding returns, cancellations, exchanges or refunds, please contact us through: