Return Policy

In accordance with Decree-Law No. 24/2014, of February 14, amended by Law 47/2012, of July 28, and Decree-Law No. 78/2018, of October 15, Consumers, as defined in the aforementioned legal diploma, have the right to freely withdraw from the contract, up to 15 days after receiving the order, without any need for justification. A full refund of the products will be made, with the exception of possible shipping costs (except in cases of special shipments, which are the customer's responsibility).

If the order has not yet been shipped, the customer can cancel it by sending an email to info@manuelalves.pt. If the order has already been shipped, the customer must wait to receive it and then process the return through their personal account area on our website.

Items belonging to the same order must be presented for exchange or return at one time, either in a physical store or by mail.
Manuel Alves reserves the right not to accept fractional processes related to the same order.

When making a return:

1) Your order must be properly identified!
2) The original box must not be sent damaged or wrapped in adhesive tape!
3) You should wrap it in a plastic bag/box and seal it well!

Failure to comply with the above points will result in a €4.50 deduction from the refund due to packaging damage.

We do not accept returns of used items or items with signs of use. The product must be returned in the same condition in which it was received. If items are received with signs of use, the order will be returned to the customer, and the re-shipping costs will be the responsibility of the customer!

Returns from EU countries: In case of order return, the return costs are borne by the customer, and the value of the ordered item will be refunded within a maximum period of 14 days, by the same method of payment used.

Exchange Policy

The customer has a period of 15 days from the date of receipt of the products to exchange them, by accessing their personal account area on our website and providing the details for product collection.

Exchange in a physical store: The customer can exchange the size and/or item free of charge at any of our physical stores. Once an exchange has been made, it is no longer possible to return the initial order.

The Oviedo and Coruña stores do not process exchanges or returns for online purchases.

Online exchange: Free of charge in mainland Portugal, through the customer area. Only one exchange per order is allowed. If you wish to make another exchange, you must request a return of the item (with associated cost) and make a new purchase.

Exchange by the customer: The customer can send their order for exchange via a carrier of their choice, after completing the request in the personal area. In this case, it should be sent to the following address:

MASALVES Calçado Unipessoal Lda
Rua Padre José Peixoto Dias nº803
4610-285 Felgueiras

Exchange Policy - Defects

Manuel Alves always strives for the quality of its products, maintaining strict quality control. However, within 2 years from the delivery date of the product, the customer is granted a warranty.

If the customer finds that the item is defective, they should contact Manuel Alves via email at info@manuelalves.pt, providing photographs of the defect and the invoice.

Defect assessment and technical interventions
In situations of complaint due to a possible defect, the item will be subject to technical evaluation. Whenever the situation can be resolved through appropriate product repair, this solution may be applied before other alternatives, ensuring the restoration of the item's conditions of use, in accordance with current legislation.

Return and Refund Policy

At Manuel Alves, customer satisfaction is our priority. Therefore, we offer a return and refund policy that respects consumer rights, as regulated by Decree-Law No. 24/2014 and other applicable legislation in Portugal. After receiving the products at the central warehouse, refunds are processed within a maximum of 14 days.
Refunds are processed using the same payment method used for the orders! If a store credit associated with a customer account is used, the refund is made to the same customer account, becoming available for use in our physical stores.

Customer Account and Balance Use

The physical store and online store systems are not fully integrated, and an additional procedure may be required for cross-use of balances.

The balance assigned to a customer account (resulting from returns or exchanges) can be used under the following conditions:

- The amount is available for immediate use in any physical store, upon presentation of the phone contact or identification associated with the purchase.
- For use in this online store, the customer must have a registered account on the website with the respective email.
- If the balance was assigned in a physical store, its online use requires a prior request via email info@manuelalves.pt, to associate the amount with the customer's account.
- Balances in customer accounts are personal and non-transferable and cannot be used by third parties.
- Amounts in customer accounts are not convertible into cash.
- For purchases made online using a customer account balance, any returns will be refunded by the same method, i.e., back to the customer account.

OUTLET

Products in the Outlet category may have minor imperfections that do not affect their functionality or comfort.
To ensure the best shopping experience, we offer these items at special prices.
As these are end-of-collection items, unique pairs, or with eventual aesthetic details, exchanges are not possible for these products, only returns.

Some items are unique pairs or last pairs, so in some cases, the item may no longer be available after purchase, and a cancellation and refund will be issued!