Terms of Service
1. Overview
This site is operated by AHLO. By accessing or using this site and/or purchasing products from our online store, you agree to comply with these Terms of Service. These Terms apply to all site users, including visitors, customers and content contributors.
Please read these Terms carefully before using our website. If you do not agree to all the Terms, you should not access the site or use the services.
2. Changes to the Terms
We reserve the right to modify these Terms at any time. Changes will be posted on this page, and it is your responsibility to review them periodically. Continued use of the site after the changes are posted constitutes acceptance of the modifications.
3. Online Store Terms
3.1. Age and Capacity
To use our services, you must be at least the age of legal majority in your country of residence or have the authorisation of a legal guardian.
3.2. Account and Security
When creating an account, you agree to provide accurate information and keep your credentials confidential. You are responsible for all activities carried out under your account and must notify us immediately of any unauthorised use.
3.3. Prohibited Uses
You must not use our products for any illegal or unauthorised purpose, or transmit viruses or other malicious code. Any violation may result in the suspension or termination of your account.
4. General Conditions
4.1. Refusal of Service
We reserve the right to refuse service to anyone, for any reason, at any time.
4.2. Exploitation of the Service
You agree not to reproduce, duplicate, copy, sell, resell or exploit any part of the service without our express permission.
4.3. Data Transmission
You understand that your content may be transferred unencrypted and may involve transmissions across various networks. Credit card information is always encrypted during transfer across networks.
5. Accuracy and Updating of Information
We do not guarantee that the information on the site is accurate, complete or current. The material on the site is provided for informational purposes only and should not be the sole basis for your decisions. We reserve the right to modify the site's content at any time, without any obligation to update any information.
6. Changes to the Service and Prices
We reserve the right to change the prices of any product at any time without prior notice. We also reserve the right to modify or discontinue the service, or any part of it, without prior notice. We will not be liable for any price change, suspension or discontinuation of the service.
7. Products and Services
7.1. Colour and Image Accuracy
We make every effort to display the colours and images of our products accurately, but we cannot guarantee that the colour display on your computer monitor will be accurate. In addition, for products made using natural materials, such as pearls, slight variations in colour, shape or texture may occur. These are characteristics of their natural origin and are beyond our control.
7.2. Sales Limitations
We reserve the right to limit sales of our products to any person, geographical region or jurisdiction. We do not guarantee that the quality of any product purchased will meet your expectations, or that any errors in the service will be corrected.
7.3 Review Programme and Coupon Awards
As part of the review programme, discount coupons may be awarded after the customer submits a review.
Coupons are generated automatically and individually, and their value and corresponding terms may vary from customer to customer.
Unless otherwise stated, coupons are valid for a limited time, for a single use, and may be subject to a minimum purchase amount. They cannot be combined with other ongoing campaigns or promotions.
The awarding of the coupon does not depend on the content of the submitted review and is granted regardless of whether the review is positive or negative.
For more information about your coupon, please contact our customer support team.
8. Billing and Account Information Accuracy
8.1. Accurate Information
You agree to provide complete and accurate information about all your purchases and accounts in our store. If your information is incorrect, incomplete or out of date and your package does not arrive, you will be responsible for the reshipment. In this case, AHLO will not be responsible for any loss and will not be obliged to resend the order.
8.2. Order Refusal and Cancellation
We reserve the right to refuse any order you place with us. We may, at our discretion, limit or cancel quantities purchased per person, per order, or per billing and/or shipping address. If we change or cancel an order, we will try to notify you by email or telephone, but we are not obliged to do so.
9. Warranty
9.1. Warranty Criteria
AHLO reserves the right to deny any warranty claim if, at our discretion, we determine that the claim does not meet the warranty criteria. This includes, but is not limited to, claims relating to items not purchased on our official website, discolouration of metals or stones, loss of jewellery, damage caused by improper use or normal wear and tear from everyday use, improper handling, scratches, and lost products or parts.
or stolen.
Laser engravings - especially shallower engravings such as images or photographic details - may show wear over time, particularly if exposed to chemicals or swimming pool water. These situations are not covered by the warranty.
9.2. How to Use the Warranty
In the event of a defect, the customer must contact our customer support by completing the form on the "Contact us" page.
The product must be sent to our premises. Upon arrival, it will be inspected. If it is indeed found to have a defect, it will be replaced at no additional charge.
If signs of misuse or failure to comply with the conditions of use are detected, the warranty does not cover them.
If the item is assessed and confirmed to have no defect, the customer is responsible for the cost of shipping it back to the customer.
To benefit from the warranty, it is mandatory to send the invoice together with the item, the original packaging with all labels in good condition and, where applicable, the complimentary items and complimentary pouches. Return shipping costs are the customer's responsibility.
9.3. Modification of the Warranty Terms
We reserve the right to modify the warranty terms at any time without prior notice. The updated terms will be published on our website, and continued use of our services constitutes acceptance of the revised terms.
10. Right of Withdrawal from the Contract
10.1. General Return Period and Conditions
For online purchases, we offer consumers a period of 14 days from the physical delivery of the products to make returns at no additional cost, as stipulated in Article 10 of Decree-Law No. 24/2014 of 14 February.
To exercise this right, we ask the customer to clearly state their intention to terminate the contract and return the product in the same condition as sold, with no signs of improper use, in the original packaging with all original labels in good condition and, where applicable, with the complimentary items.
10.2. Refunds
The refund will be processed within 14 days after the return conditions have been validated.
We reserve the right to withhold the refund until the product is received or proof of shipment is provided.
10.3. Conditions for Accepting Returns/Exchanges
The product must be intact and show no signs of use. It must be returned in its original packaging with all original tags in perfect condition and, where applicable, with the gifted items. The invoice must accompany the product.
10.4. Products Not Accepted for Returns/Exchanges
We do not accept returns/exchanges for:
- Earrings for hygiene reasons;
- Personalised products.
Note: Failure to comply with the conditions above will result in the return/exchange being refused.
10.5. Exchanges
We offer store credit if you wish to exchange an item for a different one. After a successful return, we will issue a personalised code for the exchange. All exchanges are final.
10.6. Gift Exchanges
Items gifted by Ahlo are non-refundable.
11. Personal Data Policy
11.1. Personal Data Processed by Ahlo
Exuberantes Caminhos Unipessoal LDA, located at Rua do Agueiro n96 4400-004, Vila Nova de Gaia, with company registration number 517905507, is responsible for processing the Customer’s Personal Data on the Ahlo website. For contact, please use Customer Support at +351 911 808 479, available from 10:00 to 12:30, Monday to Friday (call to the national mobile network). Ahlo’s Data Protection Officer (DPO) is available by email: contacto@ahlojewelry.com.
The processing of the Customer’s personal data is intended to facilitate access to the purchase history, identify consumer preferences and create profiles based on the history on the Ahlo website. This information is used for marketing activities, personalised sales, advance campaign communications and optimisation of the online product range.
Data relating to specific transactions includes billing, delivery, payment and returns. Audits are carried out to ensure IT security and fraud detection.
While browsing the Ahlo website, browsing information may be accessed and stored in accordance with the cookie policy.
11.2. Recipients of Personal Data
Ahlo shares customers’ personal data only with the Tax Authority and other entities required by legal obligations or to fulfil the purchase and sale contract.
11.3. Personal Data Retention Period
- Deletion of data relating to transactions carried out by the customer on the Ahlo website 4 years after the last transaction.
- Deletion of product delivery data after 4 years, subject to warranty obligations.
- Deletion of data in the event of cancellation of the online account or withdrawal of consent, one month after the customer expresses their intention.
- Retention periods for inactive accounts (1 year), pending orders (1 week), failed orders (1 week), cancelled orders (3 months), and completed orders (4 years).
11.4. Customer Rights
The customer has the following rights regarding personal data: access, rectification, erasure, restriction of processing, data portability, objection, and the right not to be subject to automated decision-making. These rights may be exercised as provided for by applicable law. The customer may complete the form on the Contact page and lodge a complaint with the Portuguese Data Protection Authority (CNPD).
For more information, please see the privacy policy.
12. Applicable Law and Alternative Dispute Resolution
12.1. Applicable Law
The Terms & Conditions and all contracts entered into under them are governed by Portuguese law.
12.2. Alternative Dispute Resolution
In national and cross-border disputes involving consumers and suppliers of goods or services, related to sales contracts or service agreements: consumers may refer the matter to a Consumer Dispute Resolution Entity.
12.3. Dispute Resolution
Under Regulation (EU) No. 524/2013, consumers may use the ODR platform — RLL in Portuguese for online disputes.
See the list of Alternative Dispute Resolution (ADR) entities.
For complaints and grievances about purchases from Ahlo, please contact Customer Support at +351 911 808 479, available from 10:00 to 12:30, Monday to Friday (calls to the national mobile network).
For more information, visit the Directorate-General for Consumers website: www.consumidor.pt.
13. Contact us
If you have any questions about our Exchanges and Returns Policy or need further assistance, please do not hesitate to contact us by email contacto@ahlojewelry.com.
The Ahlo team is at your disposal to ensure you have a smooth and satisfactory shopping experience. Thank you for choosing our store.