Service Terms
1. Overview
This website is operated by AHLO. By accessing or using this website and/or purchasing products from our online store, you agree to be bound by these Terms of Service. These Terms apply to all users of the site, including visitors, customers, and content contributors.
Please read these Terms carefully before using our website. If you do not agree to all of the Terms, you should not access the website 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. Your continued use of the site after changes are posted constitutes acceptance of the modifications.
3. Online Store Terms
3.1. Age and Ability
To use our services, you must be at least the legal age of majority in your country of residence or have authorization from a legal guardian.
3.2. Account and Security
By creating an account, you agree to provide accurate information and to keep your credentials confidential. You are responsible for all activities conducted under your account and must notify us immediately of any unauthorized use.
3.3. Prohibitions on Use
You must not use our products for any illegal or unauthorized purpose, nor 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. Service Operation
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 involve transmission over various networks. Credit card information is always encrypted during transfer across networks.
5. Accuracy and Up-to-dateness of Information
We do not guarantee that the information on the website is accurate, complete, or current. The material on the website is provided for informational purposes only and should not be the sole basis for your decisions. We reserve the right to modify the content of the website at any time, without obligation to update any information.
6. Service and Price Changes
We reserve the right to modify 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 thereof, without prior notice. We will not be liable for any price change, suspension, or discontinuance of service.
7. Products and Services
7.1. Color and Image Accuracy
We strive to accurately display the colors and images of our products, but we cannot guarantee that the color display on your computer monitor will be accurate. Additionally, for products using natural materials, such as pearls, slight variations in color, shape, or texture may occur, which are inherent to their natural origin and beyond our control.
7.2. Sales Limitation
We reserve the right to limit sales of our products to any person, geographic region, or jurisdiction. We do not guarantee that the quality of any product purchased will meet your expectations, nor that any errors in service will be corrected.
8. Accuracy of Billing and Account Information
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 outdated and your package does not arrive, you will be responsible for resending it. In this case, AHLO will not be liable for any loss and will not be obligated to resend the order.
8.2. Refusal and Cancellation of Orders
We reserve the right to refuse any request you make to 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 phone, but we are not obligated to do so.
9. Warranty
9.1. Guarantee Criteria
AHLO reserves the right to deny any warranty claim if, in our sole 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 from our official website, discoloration of metals or stones, loss of jewelry, damage from misuse or normal wear and tear from everyday use, improper handling, scratches, and lost products or parts.
or stolen.
Laser engravings – especially superficial engravings like images or photographic details – can show wear over time, particularly if exposed to chemicals or pool water. These situations are not covered by the warranty.
9.2. How to Use the Warranty
In case of a defect, the customer must contact our Customer Service department by filling out the form on the page "Contact us".
The product must be sent to our facilities. Upon arrival, it will be inspected. If it is indeed defective, it will be replaced at no additional cost.
If signs of misuse or failure to comply with the conditions of use are detected, the warranty will not cover the product.
If the item is inspected and found to have no defects, the customer is responsible for the return shipping costs.
To be eligible for the warranty, it is mandatory to send the item along with the invoice, original packaging with all labels in good condition and, if applicable, any gift items and gift bags. The shipping costs for returning the product are the responsibility of the customer.
9.3. Modification of Warranty Terms
We reserve the right to modify the warranty terms at any time without prior notice. Updated terms will be posted on our website, and continued use of our services constitutes acceptance of the revised terms.
10. Right to Freely Terminate the Contract
10.1. Terms and General Conditions for Returns
In the context of online purchases, we offer consumers a period of 14 days, starting from the physical delivery of the products, to make returns without additional costs, as stipulated in article 10 of Decree-Law no. 24/2014, of February 14.
To exercise this right, we ask that the customer clearly state their intention to terminate the contract and return the product in the same condition as when sold, without any signs of misuse, in the original packaging with all original labels in good condition and, if applicable, with any promotional items.
10.2. Refund
The refund will be processed within 14 days after the return conditions have been validated.
We reserve the right to withhold reimbursement until we receive the product or provide proof of shipment.
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 labels in perfect condition and, if applicable, with any gift items. The sales receipt must accompany the product.
10.4. Products Not Accepted for Returns/Exchanges
We do not accept returns/exchanges of:
Earrings for hygiene reasons;
- Customized products.
Note: Failure to comply with the above conditions will result in the return/exchange being refused.
10.5. Exchanges
We offer store credit if you wish to exchange for a different item. After a successful return, we will issue a personalized 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 tax identification number 517905507, is responsible for processing the Customer's Personal Data on the Ahlo website. For contact, please use the Customer Service line +351 911 808 479 available from 10:00 AM to 12:30 PM, Monday to Friday (call to the national mobile network). Ahlo's Data Protection Officer (DPO) is available via email: contacto@ahlojewelry.com.
The processing of the Customer's personal data aims to facilitate access to purchase history, identify consumption preferences, and create profiles based on history on the Ahlo website. This information is used for marketing actions, personalized sales, advance communication of campaigns, and optimization of the online product range.
Data relating to specific transactions includes invoicing, delivery, payment, and returns. Audits are conducted 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 Federal Revenue Service and other entities required by legal obligations or to fulfill the purchase and sale agreement.
11.3. Personal Data Retention Period
- Deletion of transaction data from the customer's work on the Ahlo website after 4 years from the last transaction.
- Product delivery data will be deleted after 4 years, in accordance with warranty obligations.
- Data will be deleted in case of online account cancellation or withdrawal of consent, one month after the customer expresses their intention.
- Timeframes 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 their personal data: access, rectification, erasure, restriction of processing, portability, objection, and not to be subject to automated decisions. These rights can be exercised as provided for in applicable legislation. The customer can fill out the form on the Contact page and file a complaint with the National Data Protection Commission (CNPD).
For more information, please see the privacy policy.
12. Applicable Law and Alternative Dispute Resolution
12.1. Applicable Legislation
These 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, relating to sales contracts or the provision of services: The consumer may resort to a Consumer Dispute Resolution Entity.
12.3. Conflict Resolution
Under Regulation (EU) No 524/2013, consumers can use the ODR platform — RLL in Portuguese for online disputes.
Consult the list of Alternative Dispute Resolution (ADR) entities.
For complaints and claims regarding purchases at Ahlo, please contact our Customer Support line at +351 911 808 479, available from 10:00 AM to 12:30 PM, Monday to Friday (calls accepted from any national mobile network).
For more information, visit the website of the Directorate-General for Consumer Affairs: www.consumidor.pt.
13. Contact us
If you have any questions about our Exchange and Return 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.