Warranty Policy

Defective Products

Calçado Lusitanna products are subject to quality inspection. However, Calçado Lusitanna is responsible for any lack of conformity of products sold to Consumers that becomes apparent within 3 years from their delivery, provided that it is communicated to Calçado Lusitanna within a maximum period of 2 months from the date on which it was detected.

Products are not in conformity with the purchase and sale contract when any of the following facts occur:

  1. When the products do not conform to the description made by Calçado Lusitanna on its website;
  2. When the products are not suitable for the specific purpose for which they are intended;
  3. When the products are not suitable for the uses usually given to goods of the same type;
  4. When the products do not present the usual qualities and performance of goods of the same type and that the Consumer / User can reasonably expect, taking into account the nature of the good and, eventually, the public statements about its specific characteristics, made by Calçado Lusitanna.

During the warranty period, a product with a manufacturing defect will be replaced by an identical model if repair is not possible.

Therefore, whenever the Consumer / User considers that the purchased product contains a defect, they should contact Calçado Lusitanna via email: info@lusitanna.com, indicating the order number, explaining the defect, and if possible, sending photographs of the defective item.

Calçado Lusitanna will analyze and confirm whether there is indeed a non-conformity in the product, and if so, we will proceed with its replacement at no inherent cost, with Calçado Lusitanna being responsible for contacting the User to schedule the collection of the non-conforming item, bearing all return and re-shipping costs.

Warranty Exclusions

There is no lack of conformity or defects in the products if, at the time the contract was concluded, the User was aware of such lack of conformity or defects or could not reasonably have been unaware of them. Thus, when the product has been sold with the express indication that it contained the defect in question, it cannot be returned as defective. Without prejudice to the User still having the return procedures provided for in these Conditions.

Materials subject to breakage, deterioration, oxidation, loss or misplacement, defects caused by impacts, improper use, improper storage and cleaning, negligence, misuse, modifications, unauthorized repairs, accidents or normal wear and tear, and also damages caused by the use of other products, either in conjunction with these or isolated, are excluded from the warranty.