Delivery Information

BIGWAVE UNIPESSOAL LDª
AV. JÚLIO GRAÇA, 380
4480-672 VILA DO CONDE
PORTUGAL
 
NIF: 506211843
PHONE: 252 647 124 (call to national landline)
EMAIL: LOJA@BIGWAVESTORE.COM
 
TO MAKE A PURCHASE:
Add the items to your shopping cart, proceed to checkout with your details, choose the payment method, and make the payment.
 
CUSTOMER SUPPORT:
 
If you have any questions, contact us:
By phone: 252647124 (call to national landline)
By email: loja@bigwavestore.com
 
IMPORTANT INFORMATION:
We guarantee that all your data will be protected and will only be used for order shipping or store-related information.
All items include VAT at the legal rate of 23%, and prices may be subject to change without prior notice.
All orders are accompanied by an invoice.
Products are reserved for 48 hours, and if payment is not received within this period, the order will be automatically canceled.
 
PAYMENTS:
You can pay with Multibanco, MBway, Paypal, or bank transfer.
 
PAYPAL
MULTIBANCO:
Payment by Multibanco can be made through the Multibanco ATM Network or via online banking. A reference will be generated when you finalize your order. In Multibanco, you must select the "Payment of Purchases" option and enter the generated reference at the time of purchase. Your order will only be shipped once we confirm receipt of your payment.
 
BANK TRANSFER:

PT50 0018 2161 0219 7188 0201 2
SWIFT/BIC - TOTAPTPL

 
DELIVERY:
All orders are subject to shipping fees that vary according to dimensions/weight and delivery location. You will be informed of the respective fees before finalizing the purchase.
 
We ship items within a maximum of 15 business days, unless there is a stock shortage. In this case, our team will contact you immediately.
 
Bigwave delivers through CTT Expresso, Nacex, and TNT. Product deliveries are only made on business days.
 
As an indicative measure and without this representing any commitment for Bigwave, and except for product unavailability or other causes of force majeure, merchandise will be delivered:
 
Within 2 business days in Continental Portugal.
5 business days in Madeira.
7 to 15 business days in the Azores islands.
Note: Shipments to Corvo and Flores may have an additional transit time of up to 12 business days.
 
Delivery times are indicative and therefore considered valid when there are no physical or structural impediments, such as incorrect or incomplete addresses, or force majeure events such as strikes, loss of connection, bad weather, etc.
 
The shipping cost will be automatically calculated by the system as follows:
 
SHIPPING COSTS:
 
Mainland Portugal: €9.00 *
Islands: €20.00 *
Handling fee: €7.00 (applies to surfboards, board covers, skateboards, travel bags, and all oversized items) *these values may change.
 
Free deliveries apply when there is a promotion in this regard and only for Mainland Portugal; it does not apply to other areas.
 
DELIVERY METHOD:
 
Once your order has been shipped, you will receive a confirmation email with the assigned shipping number and a link to track your order on the carrier's website.
 
You can receive your order wherever you want (except PO boxes). To do so, simply provide us with the address where you will be present. A delivery attempt will be made at the address you provided by a courier from the transport company.
 
NOTICE: It is not possible to choose a specific delivery time, as it will be conditioned by the route defined by the transport company for the courier on the day of delivery.
 
If you are not present at the specified delivery address, the procedure will be as follows:
 
A postal voucher will be left for you to collect the order at the post office in your residential area. The deadline to collect the order is 3 business days from the date of the delivery attempt.
 
To collect it, you must present the postal voucher left by the courier, as well as your ID card or identity card.
 
If you cannot collect the order yourself, it can be collected by third parties, provided that the postal voucher is signed in accordance with your ID card or identity card, and a copy of this identification document is attached.
Si el pedido no se recoge dentro de los 3 días hábiles, será devuelto a nosotros. Si la dirección de entrega proporcionada por usted es incorrecta o está incompleta, el mensajero de CTT no podrá dejarle un vale postal, por lo que su pedido entrará inmediatamente en el proceso de devolución a Bigwave.
 
AVISO: Si su pedido nos es devuelto por motivos ajenos a Bigwave y a la empresa de transporte, todos los costos de envío y devolución asociados al pedido serán cargados a usted.
 
ORDER RESHIPMENT:
 
If your order is returned to us for reasons beyond Bigwave and the transport company's control and has been paid for via PayPal or Multibanco, you can request a refund or the shipment of a replacement order.
 
If you opt for a refund, please send us a message confirming whether you want the refund in the original payment method or as a discount coupon that you can use on your next order.
 
If we do not receive any message from you, Bigwave will issue a voucher in your customer area for the amount to be refunded.
 
If you paid for the order via Multibanco, you must provide us with your NIB so that we can refund you via bank transfer. The shipping and return costs of the order will be deducted from the refund amount.
 
If you prefer a replacement order, which implies maintaining the conditions of the original order (product prices, shipping costs, and offers), you will be asked to make an additional payment of €9.00 to cover the administrative and logistical processing of the replacement order.
 
This payment must be made via Multibanco, and the payment receipt must be sent to our email address: loja@bigwavestore.com.
 
We recommend that you include the returned order number to facilitate the identification of your payment.
 
 
 
 
 
EXCHANGES AND RETURNS:
 
In distance sales, the consumer has a maximum period of 15 days from the receipt of the order to return it.
 
This order must be returned with new and complete material as at the time of receipt of the order, and the products must be returned in their original condition.
 
Exchanges/returns of personal items (e.g., underwear) are not accepted.
 
Incomplete, damaged, or used products returned by the customer will not be accepted.
 
The transportation costs for exchanges/returns are borne by the customer.
 
If the right of withdrawal is exercised, Bigwave will make every effort to refund the customer, but this period will depend on the evaluations that will be carried out on the material, with a maximum duration of 15 business days.
 
If payment was made via Multibanco, the customer will be refunded via bank transfer, for which they must send us the NIB of the account by email, as well as the full name of the account holder, so that we can proceed with the refund.
 
In case of payment via PayPal, the refund will be made through PayPal.
 
 
In case of an exchange, the customer can do so within 15 days after receiving the product, with the obligation to present the product to be exchanged in its original condition and with the purchase receipt.
 
Collections are free if the reason for the return is Bigwave's responsibility. If the reason for the return is because the customer changed their mind or made a mistake when placing the order, the shipping cost will be the sole responsibility of the customer.
 
The customer should always keep the shipping receipt, as the responsibility lies with the customer until we receive the item in our warehouse. We are not responsible for items lost or delayed in transit from the customer to our warehouse.
 
We refund the shipping costs for orders whose return is the responsibility of Bigwave. For example, products with defects or exchanged items.
 
In this case, if the customer initiates the return, they should keep the transportation payment receipt and send it to Bigwave so that we can process the refund of the amount paid.
 
Please note that we do not refund shipping costs if, in an order with multiple items, only one has an issue.
 
Address for sending in case of exchange/return:
 
Big Wave Unipessoal Lda
 
Av. Júlio Graça, No. 380
 
4480-672 Vila do Conde
 
HOW TO MAKE A COMPLAINT ABOUT A USED PRODUCT:
 
To file a complaint about a used product, you must contact our Customer Service (TEL: 252 647124) so that we can initiate the resolution process. Following this contact, you should send your item along with the corresponding invoice/purchase receipt and a brief description of your complaint.
 
The complaint will then be reported to the brand, and the maximum response time to the customer is 30 days.
 
If the brand accepts the complaint, the item will be replaced with a new one (exactly the same) or the value of the item will be refunded (if the item is no longer in stock). If the complaint is not accepted, the brand will return the claimed item to be delivered to the customer.
Return Costs: The return costs are borne by the customer. You can always choose to return the order to the physical store of Bigwave to avoid costs.
 
WARRANTY:
The item comes with a 1-year warranty against manufacturing defects, unless explicitly stated otherwise in the product description.
 
The use of the warranty is subject to verification of the item by Bigwave and its representative. In case of misuse, the warranty will be voided.
In compliance with Article 18 of Law 144/2015, companies supplying goods or providing services to consumers must inform consumers (individuals acting for purposes that do not fall within the scope of their commercial, industrial, artisanal, or professional activities) about the available entities for Alternative Dispute Resolution (ADR) or those to which they are bound by adherence or by legal imposition resulting from necessary arbitration.
 
Below are some files that you can use to fulfill this obligation:
 
Metropolitan Area of Porto: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde, and Vila Nova de Gaia:
 
 
 
 
Consumer Information and Arbitration Center of Porto
 
Address: Rua Damião de Góis, 31 – Shop 6
 
Postal Code: 4050-225 Porto
 
Telephone: 225 508 349 / 225 029 791
 
Fax: 225 026 109
 
Email: cicap@mail.telepac.pt
 
Website: www.cicap.pt
 
For the regions of Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho, Vila Verde, and Viana do Castelo:
 
Consumer Information, Mediation, and Arbitration Center (Consumer Arbitration Tribunal)
 
Address: Rua D Afonso Henriques, No. 1 (Ed Junta de Freguesia da Sé)
 
Postal Code: 4700-030 Braga
 
Telephone: 253 617 604
 
Fax: 253 617 605
 
Email: geral@ciab.pt
 
Av. Rocha Paris, No. 103 (Vila Rosa Building)
 
Postal Code: 4900-394 Viana do Castelo
 
Telephone: 258 809 335 / Fax: 258 809 389
 
Email: ciab.viana@cm-viana-castelo.pt / Website: www.ciab.pt
 
For the regions of Cabeceiras de Basto, Guimarães, Felgueiras, Fafe, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vieira do Minho, and Vizela:
 
Consumer Conflict Arbitration Center of Vale do Ave
 
Address: Rua Capitão Alfredo Guimarães, No. 1
 
Postal Code: 4800-019 Guimarães
 
Telephone: 253 422 410
 
Fax: 253 422 411
 
Email: triave@gmail.com
 
Website: www.triave.pt
 
For Póvoa de Varzim, Vila do Conde, Santo Tirso, and Trofa:
 
Consumer Information and Arbitration Center of Porto
 
Address: Rua Damião de Góis, 31 – Shop 6
 
Postal Code: 4050-225 Porto
 
Telephone: 225 508 349 / 225 029 791
 
Fax: 225 026 109
 
Email: cicap@mail.telepac.pt / Website: www.cicap.pt
 
Consumer Conflict Arbitration Center of Vale do Ave
 
Address: Rua Capitão Alfredo Guimarães, No. 1
 
Postal Code: 4800-019 Guimarães
 
Telephone: 253 422 410
 
Fax: 253 422 411
 
Email: triave@gmail.com
 
Website: www.triave.pt
 

More information is available on the Consumer Portal (www.consumidor.pt).