Frequently Asked Questions
Frequently Asked Questions - FAQ
HOW TO PLACE AN ORDER
You can place an order in one of the following ways:
- By phone, 243 997 285 – Monday to Friday, from 9:00 a.m. to 6:00 p.m. (Lunch break between 1:00 p.m. and 2:00 p.m.).
- By email: info@ontrisports.com
- Online through our website www.ontrisports.com
- At our office, Avenida Dr. Mário Soares, Pavilhão Multisos, 1st Floor, Room 64, 2040-413, Rio Maior, from 9:00 a.m. to 6:00 p.m., Monday to Friday
- You should always confirm the availability of our products.
PRICES
The prices shown on our website are in euros and are retail prices, i.e., including VAT.
Shipping costs should be added to these prices and are at your expense.
Our product prices are subject to change without prior notice. We reserve the right to modify or discontinue the Service (or any part or content thereof) at any time without prior notice. We shall not be liable to you or any third party for any modification, price change, suspension, or discontinuation of the Service.
PRODUCTS
Certain products or services may be available exclusively online through the website. These products or services may be available in limited quantities and are subject to return or exchange only in accordance with our Return Policy.
ONTRISPORTS makes every effort to display the colors and images of our products shown on the website as accurately as possible. We cannot guarantee that the display of any color on your computer monitor is accurate.
ONTRISPORTS reserves the right, but is not obliged, to limit the sale of its products or services to any person, geographic region, or jurisdiction.
ONTRISPORTS reserves the right to limit the quantities of any products or services it offers.
Product descriptions or prices are subject to change at any time without prior notice.
ONTRISPORTS reserves the right to discontinue any product at any time.
PERSONAL DATA
The provision of personal data is set out in our Privacy Policy.
ERRORS, OMISSIONS, OR INACCURACIES
Occasionally, there may be information on our website that contains typographical errors, inaccuracies, or omissions related to product descriptions, prices, promotions, offers, product shipping costs, delivery times, and item availability. ONTRISPORTS reserves the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders without prior notice if it detects any of these situations (including after your order has been sent. ONTRISPORTS assumes no obligation to update, change, or clarify information on the website, including, without limitation, information about prices, except as required by law.
ACCOUNT AND BILLING DATA
ONTRISPORTS reserves the right to refuse any order submitted by the customer.
ONTRISPORTS may, at its discretion, limit quantities or even cancel an order by customer or order.
These limitations may apply to orders placed by the same customer, or by account, credit card, or accounts using the same shipping and/or billing address.
In the event that this occurs, ONTRISPORTS will notify the customer through the contact details provided at the time of the order (email, billing address, or telephone number).
ONTRISPORTS reserves the right to limit or prohibit orders that are not placed by individual customers.
The customer must provide all correct and necessary information to complete the purchase and keep it up to date.
PAYMENT METHODS
- MBWAY (except in the online store)
- Multibanco reference
- Credit Card
- Payshop
- PayPal
- Bank transfer:
CCAM, IBAN: PT50-0045 5422 4029 5380 157 97 / SWIFT: CCCMPTPL
If paying by bank transfer, you must always indicate the order, proforma, or invoice number.
SHIPPING AND DELIVERY TIMES
Ontrisports ensures shipping within 48 business hours (occasionally 72) to the continental national territory for all products except those expressly subject to different delivery times, and provided that orders are placed before 10:00 a.m., Monday to Friday.
All international shipments are subject to inquiry.
Always check the condition of your order upon delivery.
IMPORTANT: If you notice any damage within a maximum of 24 hours after receiving your order, you must file a claim with the shipping company and notify us of this fact. Otherwise, Ontrisports will not be responsible for any damage caused.
It is recommended that you always keep the shipping company's delivery note so that you can file a claim later, as failure to do so will lead the shipping company to consider the order delivered and in good condition.
If you need any product urgently, you can contact us by email: info@ontrisports.com
Approximate delivery times in business days are as follows:
- Continental national territory: 2 business days
- Azores and Madeira: up to 5 business days
- Other areas: Contact us
RETURNS
For us, your satisfaction is paramount, so if you are not satisfied, we will refund your money.
Therefore, you have 14 days from the date of receipt/purchase to request a return.
Items identified as DEMO are not eligible for return or warranty.
Shipping and delivery costs in the event of a return are your responsibility.
For the return to be processed, please note that:
- The product must be complete, in its original and intact packaging, unused, unstained, and in perfect condition.
- Items used in sports activities cannot be returned for hygiene reasons.
- You will be 100% refunded, except for shipping and return costs; simply provide us with your bank details.
- If the product does not match what was ordered, the return is immediate.
- You have 14 days from the time of receipt to make the return.
- Any return must be approved by ONTRISPORTS, so you should not ship the product before obtaining approval.
Note: The product must be returned properly packed and protected to prevent damage during transport, which is solely the customer's responsibility.
It must be returned with all its accessories, instructions, or promotional offers.
WARRANTY
All products available in the store are covered by the warranty associated with their respective brand.
To manage your warranty, you must send an email to info@ontrisports.com, attaching the invoice and briefly explaining the problem. You should also send photographs, if applicable.
The decision to replace or repair the equipment rests solely with the brand. If the brand requests the damaged product, we will inform you of all the steps to return it.
DISPUTE RESOLUTION
Commercial exchanges made with ONTRISPORTS SOLUTIONS, LDA are governed by Portuguese law.
In the event of a dispute, the courts of the district of Rio Maior have jurisdiction.
As an Alternative Dispute Resolution you may contact:
CNIACC – National Center for Information and Consumer Dispute Arbitration
Rua D. Afonso Henriques, nº1
4700-030 Braga
Tel.: 253 619 107
Email: geral@cniacc.pt
Online Dispute Resolution ec.europa.eu/consumers/odr