📦 Deliveries and After-Sales Service

📦 Receiving your order

For safer opening, we recommend using a utility knife or another suitable cutting tool.

Place the box with the label facing down and open it from the top. This way, you will have direct access to the interior and can check the condition of the pot more safely.

✍️ Inspection upon delivery

For a quick resolution in case of damage, it is essential that you check the order upon delivery and note any anomalies on the delivery note.

If there is visible damage, you can also choose to refuse the order.

🚚 Damage caused during transport

If you identify damage that may have occurred during transport, we ask that you:

• Whenever possible, record any anomaly on the delivery note
• Photograph the packaging and the product before any handling
• Contact us as soon as possible, ideally within the first 48 hours after receipt, via Gratia_nd@sapo.pt, sending the photographs and the order number

Prompt communication allows us to act more effectively in resolving the situation.

🛡️ Warranty and After-Sales Assistance

Our pots are carefully inspected before shipping and are covered by a warranty against manufacturing defects, under current legislation, for a period of 2 years from the date of purchase.

🔍 How to claim warranty

To request warranty assistance:

• Identify the problem and clearly photograph the defect
• Send an email to Gratia_nd@sapo.pt, stating the order number and attaching the images
• After initial analysis, it may be necessary to collect the product for technical evaluation

After evaluation, the appropriate solution will be presented under applicable legal terms, which may include repair, replacement, price reduction, or refund.

⚠️ Situations not covered by warranty

The warranty does not apply when the situation results from:

• Falls, impacts, incorrect handling, or any physical damage, including small chips, cracks, or pops, likely to compromise the integrity of the material and allow water infiltration
• Use of aggressive cleaning products (such as bleach, acids, or abrasive detergents)
• Use of water under pressure (such as high-pressure hoses or washers)
• Exposure to direct heat sources (such as fireplaces, heaters, embers, or flames)
• Alterations, repairs, or interventions carried out without prior authorization
• Exposure to exceptional weather conditions outside the usual pattern for the region
• Natural wear and tear resulting from normal use, including variations in tone, development of patina, or mineral deposits, provided they do not compromise the structural integrity of the pot

🌿 Usage recommendations

To ensure the durability of the product, we recommend proper use and maintenance, particularly regarding drainage, exposure, and cleaning.

⚖️ Consumer rights

These terms do not prejudice consumer rights provided for in current legislation.