Refund & Return Policy

Returns

1. The Customer has the right to withdraw from the purchase contract and return the purchased goods within 14 days from the date of receiving the order, in accordance with the terms described in the Terms and Conditions and Portuguese consumer law (Decreto-Lei n.º 24/2014, of 14 February).
2. Returned products must be properly packaged and protected to avoid damage during transport.
3. The right of return applies only to items that have not been installed, used, or damaged by the Customer.
4. The cost of returning the goods is borne by the Customer, unless otherwise agreed with the Store.
5. Please download, complete, and include the Withdrawal Form available in the “Downloadable Files” section together with the returned items.
6. Cash-on-delivery (COD) return shipments are not accepted.
7. Failure to follow the above guidelines may result in rejection of the return.

Complaints

1. We do not accept cash-on-delivery shipments for complaint returns.
2. Products must be properly packaged and protected during shipment.
3. If a complaint is justified, the defective item will be repaired or replaced with a new, fully functional one. If repair or replacement is not possible (for example, due to stock unavailability), the Store will refund the Customer’s payment in full or offer a suitable alternative.
4. If the product was damaged during transport, please return it together with a copy of the invoice and the courier’s damage report, including a detailed description of the defect or reason for complaint.
5. Refunds are made via bank transfer. Payments originally made via online systems will be refunded to the same account used for the initial payment. In all other cases, refunds will be sent to the bank account provided in the return form.
6. Complaints are processed within 14 calendar days from the date of receipt of the returned goods and complete documentation.
7. Minor differences in color or appearance of the products caused by monitor or display settings are not considered grounds for a complaint.
8. The Store is not responsible for non-conformity of goods with the contract if the Customer was aware of the defect before purchase.
9. The following cases are excluded from warranty and complaint coverage:
   • Damage caused by improper installation
   • Normal wear and tear resulting from regular use
   • Mechanical or accidental damage
   • Defects visible at delivery that were not immediately reported
   • Damage caused by contact with water or moisture

How to Return Products to the Store:

1. Pack the products you wish to return

Please secure the returned items properly using appropriate padding. Use a standard cardboard box or courier shipping bag and seal the package with adhesive tape. Do not use stretch film or irregular packaging.

2. Send the package to the following address:

ENI Eris Spakov
Rua Professor João Oliveira Coelho 22, 1º Esq
3080-604 Figueira da Foz
Portugal
Phone: +351 920415530
Email: ceo@toparts.pt

3. Wait for the refund

The refund will be processed within 14 days from the date we receive the returned goods and confirm their condition. Refunds will be made to the bank account specified in the withdrawal form.

Returns

1. The Customer has the right to withdraw from the purchase contract and return the purchased goods within 14 days from the date of receiving the order, in accordance with the terms described in the Terms and Conditions and Portuguese consumer law (Decreto-Lei n.º 24/2014, of 14 February).
2. Returned products must be properly packaged and protected to avoid damage during transport.
3. The right of return applies only to items that have not been installed, used, or damaged by the Customer.
4. The cost of returning the goods is borne by the Customer, unless otherwise agreed with the Store.
5. Please download, complete, and include the Withdrawal Form available in the “Downloadable Files” section together with the returned items.
6. Cash-on-delivery (COD) return shipments are not accepted.
7. Failure to follow the above guidelines may result in rejection of the return.

Complaints

1. We do not accept cash-on-delivery shipments for complaint returns.
2. Products must be properly packaged and protected during shipment.
3. If a complaint is justified, the defective item will be repaired or replaced with a new, fully functional one. If repair or replacement is not possible (for example, due to stock unavailability), the Store will refund the Customer’s payment in full or offer a suitable alternative.
4. If the product was damaged during transport, please return it together with a copy of the invoice and the courier’s damage report, including a detailed description of the defect or reason for complaint.
5. Refunds are made via bank transfer. Payments originally made via online systems will be refunded to the same account used for the initial payment. In all other cases, refunds will be sent to the bank account provided in the return form.
6. Complaints are processed within 14 calendar days from the date of receipt of the returned goods and complete documentation.
7. Minor differences in color or appearance of the products caused by monitor or display settings are not considered grounds for a complaint.
8. The Store is not responsible for non-conformity of goods with the contract if the Customer was aware of the defect before purchase.
9. The following cases are excluded from warranty and complaint coverage:
   • Damage caused by improper installation
   • Normal wear and tear resulting from regular use
   • Mechanical or accidental damage
   • Defects visible at delivery that were not immediately reported
   • Damage caused by contact with water or moisture

How to Return Products to the Store:

1. Pack the products you wish to return

Please secure the returned items properly using appropriate padding. Use a standard cardboard box or courier shipping bag and seal the package with adhesive tape. Do not use stretch film or irregular packaging.

2. Send the package to the following address:

ENI Eris Spakov
Rua Professor João Oliveira Coelho 22, 1º Esq
3080-604 Figueira da Foz
Portugal
Phone: +351 920415530
Email: ceo@toparts.pt

3. Wait for the refund

The refund will be processed within 14 days from the date we receive the returned goods and confirm their condition. Refunds will be made to the bank account specified in the withdrawal form.