Terms & Conditions
1. Purpose and Scope
These Terms & Conditions regulate the access, use, and transactions carried out on the Matissa website (www.matissa.pt), owned by Ana Martins Mendes Matias, NIF 239646312, with headquarters at Rua Doutor Silvestre Falcão, n.º 1, 1.º Dto, 8800-412 Tavira, Portugal.
These Terms apply to all orders placed through the online store, regardless of the destination country.
2. Acceptance of Terms
By accessing, browsing, or placing an order in the Matissa store, the user declares to have read, understood, and unreservedly accepted these Terms & Conditions, as well as the Privacy Policy and Cookies Policy in force.
3. Registration and Guest Checkout
Matissa allows orders to be placed without prior registration. However, for invoicing, shipping, and contractual compliance purposes, the user must provide true, complete, and updated data.
4. Products and Availability
All products presented in the online store are subject to stock availability. Matissa reserves the right to change products, descriptions, prices, and promotional campaigns at any time and without prior notice.
5. Prices and Payment Methods
All prices presented on the Matissa website are in euros (€), with VAT included at the current legal rate.
Shipping costs will be itemized at the time of order completion.
Payments can be made using the following methods:
· Klarna (deferred or instalment payment, when available)
· MB WAY
· Multibanco Reference
· Visa
· Mastercard
· Maestro
· American Express
· PayPal
· Google Pay
· Apple Pay
· Matissa Gift Card
The purchase amount will be debited at the time of order completion.
All payments are subject to verification and authorization by the respective issuing entity. Matissa reserves the right to refuse a transaction for security reasons or suspected fraud. If payment is refused, the order will be automatically cancelled.
Gift Card
The Matissa Gift Card is issued and managed digitally through the online store. The balance can be used in full or in part until its 1-year validity period expires.
After this period, any remaining balance will be considered expired and non-refundable.
The Gift Card cannot be reloaded, exchanged for cash, or refunded in case of loss, theft, or misplacement.
In case of returns of products paid with a Gift Card, the refund will be credited to the same card, within its validity period.
The balance can be checked via the link sent at the time of purchase.
6. Shipping and Deliveries
Orders are shipped via CTT or NACEX to the address provided by the customer at the time of ordering.
Matissa delivers only within national territory (mainland Portugal and islands) and to European Union countries.
The estimated delivery time is indicated at checkout and may vary depending on the destination and product availability.
Shipping costs are calculated automatically and communicated to the customer before the order is finalized.
Deliveries are made exclusively on business days (Monday to Friday); there are no deliveries on weekends or public holidays.
It is the customer's responsibility to ensure that the address provided at the time of the order is correctly filled in. Matissa is not responsible for delivery failures caused by incorrect addresses.
In case of return of the order due to absence at the address, non-collection, or incorrect data, the costs of new shipping will be the customer's responsibility.
The customer will be notified by email with the tracking number as soon as the order is dispatched.
In exceptional situations (e.g., strikes, adverse weather conditions, or logistical overload), the estimated delivery time may be adjusted. The customer will be informed by email whenever there is a change to the expected delivery time.
Note: Deliveries outside Portugal may be subject to additional delays related to customs or logistical services in the respective countries. Any applicable local taxes or fees in the destination country (e.g., intra-community VAT or customs clearance charges) will be the sole responsibility of the customer.
7. Right of Free Resolution, Returns, and Exchanges
In accordance with Decree-Law no. 24/2014, of February 14, the consumer has the legal right to cancel the contract, without needing to state a reason, within 14 consecutive days from the date on which they acquire physical possession of the goods.
To exercise this right, you must communicate your intention to return by email to info@matissa.pt, or through the contact form available on the website, indicating the order number and the items to be returned.
Conditions for return:
Returns will only be accepted if the products:
- Are in perfect condition;
- Show no signs of use;
- Retain their original packaging and intact labels.
The acceptance of the return is subject to approval by our quality control.
Returns sent without prior request or outside the indicated procedure will not be accepted.
Products must be sent to the address indicated by Matissa, with shipping costs borne by the customer.
It is advisable to use registered shipping with proof.
Matissa is not responsible for losses or damages occurring during transport.
Refund:
After receiving and validating the conformity of the items, the refund will be processed:
· Within a maximum of 14 business days;
· Through the same payment method used for the purchase, unless otherwise agreed;
· The processing of the return may take up to 72 business hours after receipt.
Exchanges:
Matissa accepts exchanges within the same legal period of 14 days, exclusively via postal shipping.
Once the item to be exchanged is received and validated by our quality control, Matissa's IBAN will be sent by email for:
- Payment of the shipping costs of the new item;
- And any price difference, if the new item is of a higher value than the original.
Matissa will not proceed with sending the new item without prior confirmation of the indicated payments.
Shipping for exchange:
· Items must be sent directly to the address provided by Matissa;
· We do not accept cash on delivery or shipments without order identification;
· Shipping costs are borne by the customer, except in cases of item error or defect;
· Registered shipping with proof of delivery is recommended;
· If you do not have the original packaging, you may use another, provided it is well protected.
Payment and shipping of the new item:
Upon receipt and validation of the returned item:
· Matissa's IBAN will be sent by email for:
o Payment of shipping costs for the new item;
o Payment of the value difference, if the new item is more expensive;
· The new item will only be sent after confirmation of all payments.
· If the new item has a lower value, the difference will be refunded using the same payment method used in the purchase.
8. Warranty and Complaints
Matissa products benefit from the legal conformity guarantee provided for in applicable law (DL n.º 84/2021). In case of a defective product, the customer must inform us in writing to info@matissa.pt, attaching images and a description of the problem.
9. Intellectual Property
All content on the Matissa website, including trademarks, logos, texts, images and design, are protected by intellectual property rights and are the exclusive property of Matissa, and any unauthorized use is prohibited.
10. Personal Data Processing
Personal data collected is processed in accordance with the terms defined in Matissa's Privacy Policy, in compliance with the GDPR and applicable Portuguese legislation.
11. Communications
Notifications regarding orders will be sent by email to the address provided by the customer. Matissa may also use other electronic means of contact whenever necessary for contractual execution.
12. Alternative Dispute Resolution
In the event of a dispute, the consumer may resort to the competent Alternative Dispute Resolution entity, available at https://www.consumidor.gov.pt/.
Matissa does not voluntarily adhere to any specific ADR entity, but agrees to participate in legally provided mediation processes.
13. Applicable Law and Forum
The interpretation and application of these Terms & Conditions are governed by Portuguese law. To resolve any disputes arising from this contract, the court of the district of Tavira shall have jurisdiction, with express waiver of any other.
14. Contests and Promotions
Matissa may promote promotional initiatives or contests through its website and official social media channels, namely Instagram and TikTok. By participating, the user declares that they fully understand and accept the specific rules of each contest.
Participation in contests may involve the processing of personal data such as username, image, and public posts, as defined in the Privacy Policy.
The rules of each contest define the participation criteria, the prizes awarded (including gift cards), the validity periods, and the selection rules. In case of discrepancy, the provisions of those rules shall prevail.
The prize awarded may consist of digital gift cards for exclusive use in the Matissa store, which are non-refundable and not convertible into cash. The card balance automatically expires at the end of the defined period.
Matissa reserves the right to change, suspend, or cancel any contest for legal, technical, or operational reasons, upon notice on its official channels.
These initiatives are not sponsored, managed, or administered by the Instagram or TikTok platforms, which are exempt from any liability. The user acknowledges that they provide their information to Matissa and not to these platforms.