Terms and Conditions of Use

1. Purpose: the online store and the user

            1.  The online store. Who we are

These Terms and Conditions (hereinafter referred to as “T&C”) govern the access to and use of the online store at www.suffa-store.com (hereinafter referred to as the “Site” or the “Store”), as well as any purchases made through the Store by its users, to the exclusion of any other terms (namely, the sales conditions applicable to our physical stores).

The Site is owned and operated by M.G. FERNANDES - INDÚSTRIA DE ESTOFOS, UNIPESSOAL, LDA, headquartered at Rua da Zona Industrial, no. 1180, 4580-565 Lordelo, Portugal, with company number NIPC 509 440 665 (hereinafter referred to as “We”, the “Company”, or “Suffa”).
You may contact us by post at the above address, by phone at +351 255 861 359, or by email at apoiocliente@suffa-store.com.

SUFFA STORE reserves the right to modify and update the Store’s T&C periodically and without prior notice. Therefore, the Customer must review the applicable T&C each time a purchase is made in the Store.

All ownership and/or usage rights of the Site’s content (texts, images, software, links, audiovisual or sound content, graphic design, source code, etc.), as well as trademarks and other distinctive signs, belong to the Company. The user does not acquire any rights over them through the mere use of the Site.

            2. The user

The Store is intended for use by non-professional consumers, meaning natural persons who purchase goods from the Store for personal/non-professional use (private, domestic, or family purposes) (hereinafter referred to as the “Customer” or “User”).

By using and making purchases in the Store, the Customer declares that they are of legal age and possess the legal capacity to make purchases on the Site.

It is strictly prohibited to use the Site for the purpose of damaging the Company’s or third parties’ property, rights, or interests, as well as to make any use that alters, damages, or disables the networks, servers, equipment, products, and computer programs of the Site owner or third parties.

The User is prohibited from:
a) reproducing, copying, distributing, making available to third parties, publicly communicating, transforming, or modifying the Site’s contents, except as permitted by law or expressly authorized by Us;
b) reproducing or copying for private use the software or databases existing on the Site, as well as publicly communicating or making them available to third parties when such actions imply reproduction;
c) extracting or reusing all or a substantial part of the Site’s content.

Use of the Site by the Customer implies full and unconditional acceptance of the T&C, as well as the applicable Privacy and Cookie Policy. If the Customer does not accept any of the conditions set out herein, they should not access or use the Store.

2. Products

            1. Product characteristics

The Customer acknowledges and accepts that the product images displayed on the Site are for illustrative purposes only and should carefully read the product description and features. In case of doubt, the Customer may contact the Store for additional information.

In particular, the appearance of images displayed on the Site may vary depending on the characteristics of the Customer’s screen and/or device.

            2. Product availability

All product purchases are subject to stock availability.

If the product selected by the Customer is out of stock after the order has been placed, SUFFA STORE will immediately inform the Customer, who may choose to cancel the purchase and request a refund or to order another product of equal or higher value (in which case the Customer must pay the price difference).

            3. Price

The price of the products displayed on the Site corresponds to the total amount payable by the Customer for the purchase of the product, including transportation, delivery, and assembly costs for deliveries within a 100 km radius of our stores and for orders over €1,250.

Whenever promotions, discounts, or clearance sales exist, these will be identified as such, indicating the discount percentage or value, as well as their validity dates.

SUFFA STORE reserves the right to change product prices at any time and without prior notice. However, SUFFA STORE guarantees that during the purchase process, the prices displayed on the Site will not be altered.

Unless otherwise indicated, all prices on the Site are expressed in Euros and include VAT.

Transportation, delivery, and assembly fees may vary depending on the order and the delivery location. These amounts will be itemized during the ordering process, before the Customer finalizes the purchase.

It is the Customer’s responsibility to verify the prices displayed before validating their order.

3. Purchase Process

            1. Creating a Customer Account

The Customer may make purchases in the Store with or without a Customer Account.

If the Customer chooses to create an account, they must complete the account creation form. Mandatory fields are marked with an asterisk. The Customer’s personal data is collected and processed in accordance with our Privacy Policy, available at [●].

The Customer must provide complete, accurate, and up-to-date information when creating the account. Whenever necessary, the Customer must update or correct their information.

Account creation will be confirmed via an email sent to the provided address.

For security reasons, the Customer must not share account details (including username and password) with third parties.

            2. Use of the Customer Account

The Customer is solely responsible for the use of their Customer Account and for any purchases made through it.

Creating a Customer Account allows the Customer to:

  • Track their orders;

  • View their order history;

  • Modify or update personal information, including delivery and billing data;

  • Manage subscribed services on the Site;

  • Manage discount codes.

The Customer may, at any time, request the deactivation of their account by sending an email to [●]. After deactivation, the Customer may create a new account at any time.

SUFFA STORE reserves the right to block or deactivate any Customer Account whose user fails to comply with these T&C.

            3. Making a Purchase

The Customer must place orders through their Customer Account.

The Customer must log in to their account before confirming the order, by clicking “Account” in the top-right corner of the screen or “[●]” in the Shopping Cart.

The ordering process includes several steps and must be completed within [●] of adding the item(s) to the Cart.

Step 1: Product selection
The Customer selects the desired products and adds them to the Shopping Cart. Each time an item is added, the Customer may either finalize the purchase or continue browsing.

To view the Cart’s contents, the Customer clicks the Cart icon in the top-right corner of the screen.

Step 2: Filling in the Forms
After selecting products, the Customer clicks [●].
If the Customer has not yet logged into their account, they may do so at this stage or proceed as a “guest.”

The Customer must confirm or complete the following forms:

  1. Personal data

  2. Delivery information

  3. Delivery method

  4. Billing information

  5. Payment method

and confirm acceptance of the Terms & Conditions.

Step 3: Finalizing the Purchase and Payment
At this stage, after filling out the forms, a summary of the order is displayed.
The Customer must carefully review all order details, confirming the products, delivery, billing, and payment information. Any discrepancies should be corrected before proceeding.

After validating all details, the Customer clicks “Confirm Purchase,” then enters payment details and clicks “Validate” to finalize.

Step 4: Purchase Confirmation by SUFFA STORE
Your purchase is confirmed when a message with your order number and details appears on the screen.
A confirmation email with the order summary and a copy of these T&C will also be sent.

We recommend saving or printing the confirmation for future reference.
If the purchase was made through a Customer Account, you can track its status there.

            4. Right to Refuse or Cancel Orders

SUFFA STORE reserves the right to refuse any order for any reason.

We also reserve the right to cancel any purchase (even if previously accepted) in the following cases, without liability for damages or costs:

  • The product is unavailable/out of stock (payments will be refunded to the Customer);

  • Purchase or billing information is incorrect or unverifiable;

  • The order is flagged by our security systems as incorrect or potentially fraudulent;

  • There are indications that the Customer is a minor;

  • There are indications that the Customer is a reseller;

  • Delivery cannot be made to the provided address.

SUFFA STORE also reserves the right to limit the maximum purchase quantity of any items.

            5. Retention of Title

SUFFA STORE retains ownership of the products until full payment of the order, including transport, delivery, and assembly fees, has been received.

4. Payment

            1. Payment Methods

The Customer may pay for products via bank transfer, credit card, PayPal, MB Way, or Multibanco Reference.

The price is considered paid once SUFFA STORE has received the corresponding payment.

Any bank fees related to the chosen payment method are the Customer’s responsibility.

We do not accept any other payment methods besides those mentioned above. If the Customer attempts payment by another means, SUFFA STORE shall not be liable for any loss of payment or resulting damages.

All payments made on the Site are processed through ifthenpay, which complies with payment industry security standards — including PCI-DSS — and holds MPI certification from Visa and Mastercard to support 3D Secure payments.

            2. Data Verification

For the security of our Customers and transactions, SUFFA STORE reserves the right to verify the data provided by the Customer.

This verification may include address validation, creditworthiness, and fraud checks. If the verification cannot be completed due to lack of response from the Customer, the order will be canceled without liability for SUFFA STORE.

Suspected fraud will be investigated and, if necessary, prosecuted.

            3. Payment in Installments

The Customer may pay for purchases over €300.00 in interest-free installments (2, 3, or 4 payments) through AlmaPay.

This payment method and number of installments can be selected during checkout.

We recommend reading the Alma Pay General Conditions, available at [●], before selecting this payment option.

Alma Pay is an external company, and the service is contracted directly between the Customer and Alma Pay. If the Customer fails to pay any installment, Alma Pay will handle collection of the outstanding amounts.

When the Customer chooses payment in installments, the SUFFA STORE purchase confirmation includes details of the payment schedule and amounts.

            4. Penalties

Penalties equal to the legal interest rate may be applied automatically to any unpaid amounts after ten days from the order date or upon notification of a rejected bank payment.

5. Delivery of Products

Depending on the products purchased, delivery may take place either at the Company’s premises or at the address provided by the Customer.

The available delivery options, deadlines, and costs are presented during checkout and vary depending on the delivery location, type, quantity, and volume of ordered items, as well as the service selected by the Customer.

It is not possible to select different delivery methods for different items within the same order

            1. Delivery at the Company’s Premises

Delivery at the Company’s premises, located at Rua da Zona Industrial 1180, 4580-865 Lordelo Paredes, is available for certain items specifically identified as such on the Website.
Items will be released upon presentation of proof of purchase and identification of the Customer who placed the order or of the person designated by the Customer to collect the items during the purchase process.

            2. Delivery to the Address Indicated by the Customer

Depending on the type, quantity, and volume of the purchased items, delivery to the address indicated by the Customer may be carried out by a regular carrier or a specialized carrier equipped with a delivery tracking system, and it may take place in one or several deliveries.

Delivery by regular carrier:
The Customer will be informed by the carrier of the scheduled delivery date.
Delivery by a regular carrier will be made to the street-level entrance; carrier personnel are not authorized to enter the Customer’s home, apartment, or premises.
The Customer may request a change to the proposed delivery date by following the instructions received via email or SMS.
At the time of delivery, the Customer or the third party designated by the Customer must sign a delivery note, which constitutes proof of delivery of the products by SUFFA STORE and their receipt by the Customer.

In case of the Customer’s absence, the carrier will contact the Customer or the designated third party by phone to arrange a new delivery date and time.
If the Customer or the designated third party is absent on the carrier’s second visit, the items will be delivered to the carrier’s parcel collection point and held there for a maximum period of 10 days. The carrier may charge storage fees.
If the Customer fails to collect the items from the collection point within the given period, they will be returned to SUFFA STORE.
The Customer may request a new delivery at their own expense by contacting SUFFA STORE’s Customer Service within a maximum of one month.

Delivery by specialized carrier:
Delivery by a specialized carrier applies to large items and will be made to the room of the Customer’s choice. This service includes unpacking and removal of plastic and packaging materials.
Before the delivery, the Customer must ensure that access to the premises is compatible with the size and weight of the ordered items under normal moving conditions for two persons.
Under no circumstances are carriers authorized to hoist items through windows or use additional equipment.
If the delivery location does not allow normal delivery, the Customer may incur additional delivery costs.
The delivery date and time (within a half-day time slot) will be arranged between the Customer and the specialized carrier.

In case of the Customer’s absence, the carrier will contact the Customer or the designated third party by phone to arrange a new delivery.
If the Customer or designated third party is absent during the second delivery attempt, the items will be placed at the carrier’s collection point for a maximum period of 3 weeks. The carrier may charge storage fees.
The Customer may request a new delivery at their own expense by contacting the specialized carrier.

Assembly Option:
Carriers are not authorized to assemble delivered items.
The Customer may request a paid assembly service, the cost of which will be displayed during the purchase process.

            3. Defects Observed During or After Delivery

We recommend that the Customer, or the third party receiving the goods on their behalf, inspect the items before signing the delivery note.
If any damage or discrepancy with the packaging or products caused during transport is detected, the Customer or designated third party must refuse delivery.

If the Customer accepts the delivery, they must:

  • Take photographs of the observed defects;

  • Immediately contact Customer Support at +351 910 706 833 (national mobile network call cost) or by email at apoiocliente@suffa-store.com, providing a clear and detailed description of all defects and non-conformities detected.

If the Customer unpacks the product after delivery and discovers a defect, they must contact Customer Support. An assessment process will then be initiated so that our team may determine whether the defect is covered by the legal warranty and whether repair, replacement, or another appropriate remedy will apply under the law.

If our team determines that there is no defect or that it is not covered by the legal warranty, no refund will be issued, and the Customer will bear the repair and return costs, estimated at approximately €150.00 maximum.

            4. Delivery Deadlines

The estimated delivery periods for the various delivery methods begin once payment has been received and generally range between 30 (thirty) and 60 (sixty) days from that date, unless otherwise agreed between the Company and the Customer.

If the delivery period of 30 to 60 days is exceeded and no alternative timeframe has been agreed with the Customer, and no force majeure event has occurred, the Customer may terminate the contract.
Contract termination due to a delay beyond 60 days must be made in writing via registered letter with acknowledgment of receipt.
A refund for the undelivered items will be issued within 14 days from the date the termination notice is received.

            5. Delivery Errors

If the Customer receives a product different from the one ordered, they must refuse delivery.
If the error is only detected after delivery, the Customer must contact Customer Support so that the delivery can be corrected.

6. Legal Right of Withdrawal

            1. Right of Withdrawal

The consumer has the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period expires 14 days after the day on which the Customer, or a third party indicated by the Customer other than the carrier, acquires physical possession of the goods or the last item.

To exercise this right, the Customer must notify M.G. FERNANDES - INDÚSTRIA DE ESTOFOS, UNIPESSOAL, LDA, Rua da Zona Industrial 1180, 4580-865 Lordelo, Portugal, email apoiocliente@suffa-store.com, of their decision to withdraw from the contract through an unequivocal statement (e.g., letter sent by post, fax, or email).
The Customer may use the model withdrawal form, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient that the Customer sends their communication before the expiry of the 14-day period.

            2. Effects of Withdrawal

In the event of withdrawal, all payments made by the Customer, including delivery costs (except any additional costs resulting from the Customer’s choice of a delivery method other than the least expensive standard delivery offered by us), will be reimbursed without undue delay and, in any case, no later than 14 days from the date on which we are informed of the Customer’s decision to withdraw.
Reimbursement will be made using the same payment method used for the original transaction, unless expressly agreed otherwise with the Customer; in any case, the Customer will not incur any fees as a result of such reimbursement.

If the right of withdrawal is exercised with respect to only part of the order, fixed delivery costs will not be refunded.
We may withhold reimbursement until we have received the goods back or until the Customer provides proof of their return, whichever occurs first.

The Customer must return or deliver the goods to M.G. FERNANDES - INDÚSTRIA DE ESTOFOS, UNIPESSOAL, LDA, Rua da Zona Industrial 1180, 4580-865 Lordelo, Portugal, without undue delay and no later than 14 days from the date of notifying us of their withdrawal.
The deadline will be considered met if the goods are returned before the expiry of the 14-day period. If the last day falls on a Saturday, Sunday, or public holiday, the deadline will be extended to the next business day.

The Customer shall bear the direct costs of returning the goods, estimated at approximately €150.00 maximum.
The item(s) must be returned in new condition, unused (including no assembly), and in the original intact packaging.
The Customer is responsible for any depreciation in value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
The right of withdrawal does not apply to items produced according to the Customer’s specifications.

7. Legal Warranties

SUFFA STORE is responsible, under Decree-Law No. 67/2003 of April 8 (as amended by Decree-Law No. 84/2008 of May 21), for any lack of conformity existing at the time of delivery and manifesting within three (3) years from that date, provided it is reported to SUFFA STORE within two (2) months from the date it was detected.

In case of non-conformity, the Customer must notify SUFFA STORE as soon as they become aware of it, through Customer Support:

  • By phone: [●] (Monday to Friday, 9:00 am – 6:00 pm; Saturday, 9:00 am – 12:00 pm)

  • By post: SUFFA STORE – Customer Support, Rua da Zona Industrial 1180, 4580-865 Lordelo, Portugal

  • By email: apoiocliente@suffa-store.com

To assess the reported non-conformity, the Customer must return the product(s) to SUFFA STORE. Our team will evaluate the situation and determine whether repair, replacement, or another remedy applies, in accordance with the law.
The Customer shall bear the delivery costs of sending the items to SUFFA STORE; if the issue is confirmed as covered by the legal warranty, these costs will be reimbursed within 14 (fourteen) days of receipt of the item.

The warranty does not cover the following situations:

  • Lack of conformity detected after the legal warranty period has expired;

  • Items modified or repaired directly by the Customer or by third parties not authorized by SUFFA STORE;

  • Damage caused by improper use, storage, maintenance, or assembly, or by use contrary to the Store’s recommendations;

  • Damage caused by external objects or events (accidents, collisions, fire, vandalism, electrical discharges, water or humidity damage, discoloration due to light exposure, weather conditions, etc.).

8. Force Majeure

SUFFA STORE shall not be liable for any failure or delay in performing any obligation under these T&C, the purchase, or applicable law, where such failure or delay results from a force majeure event, meaning any event, act, or omission beyond the reasonable control of the Company.

If a force majeure event occurs, SUFFA STORE will contact the Customer as soon as possible, informing them of the circumstances preventing timely contract performance.
If the force majeure event lasts more than 30 (thirty) days from its onset, either SUFFA STORE or the Customer may terminate the purchase contract without any party being entitled to claim damages.
Contract termination due to force majeure must be made in writing by registered letter with acknowledgment of receipt.

9. Customer Obligations

The Customer undertakes to:

  • Comply with these T&C and applicable law while using the Site;

  • Provide accurate, truthful, and up-to-date data when making purchases, and correct or update it whenever necessary;

  • Not use the purchased products for commercial purposes, namely resale;

  • Ensure that their Customer Account login data remain secure and are not misused by third parties.

10. Privacy and Protection of Personal Data

SUFFA STORE is committed to protecting the privacy and confidentiality of information relating to its employees, Customers, partners, and any other persons it interacts with.
As data controller, SUFFA STORE conducts its activities in full compliance with the applicable data protection rules, including the General Data Protection Regulation (EU) 2016/679 and Law No. 58/2019 of August 8, 2019.

The Company’s activities — sale of items through the Store and provision of transport, delivery, and assembly services — require the collection and processing of Customers’ personal data, namely:

  • Name, address, email address, phone number, tax identification number — for contract performance, legal obligations, and legitimate business management interests;

  • Address, email, and phone number — for marketing purposes, when expressly authorized by the Customer.

The personal data marked as “mandatory” in Customer Account and purchase forms are essential for the conclusion and performance of the sales contract.

SUFFA STORE adopts all appropriate measures to ensure the security and confidentiality of processed personal data.
Such data is only accessible to employees and service providers who need access for the specific purposes for which it was collected.

Personal data may be transferred outside the European Union for hosting purposes by our service providers.
Where such transfers are made to countries not recognized by the EU as providing an adequate level of protection, SUFFA STORE undertakes to conclude data transfer agreements incorporating the Standard Contractual Clauses adopted by the European Commission or Binding Corporate Rules, as applicable.

Personal data is retained only for the period necessary to fulfill the purposes for which it was collected, subject to longer periods imposed by law or limitation periods for the exercise of the Company’s rights.

In accordance with applicable law, the Customer has the right to access, rectify, update, erase, restrict, or object to the processing of their personal data, as well as the right to withdraw consent at any time.
To exercise these rights, the Customer must contact the Company:

  • By post: SUFFA STORE – Customer Support, Rua da Zona Industrial 1180, 4580-865 Lordelo, Portugal

  • By email: apoiocliente@suffa-store.com

Upon receiving such a request, SUFFA STORE will verify the Customer’s identity through appropriate means and will respond within one month.

The Customer also has the right to lodge a complaint with the Portuguese Data Protection Authority (CNPD) at Rua de São Bento, 148 – 3º, 1200-821 Lisbon, Tel. +351 213 928 400, Fax +351 213 976 832, Email geral@cnpd.pt.

The SUFFA STORE Privacy Policy can be consulted at www.suffa-store.com.

11. Liability

SUFFA STORE shall only be held liable for damages suffered by the Customer as a result of a breach of contractual and/or legal obligations attributable to the Company.
In particular, SUFFA STORE shall not be liable for any loss or damage resulting from improper use of the Website that cannot be directly attributed to the Company through intent or gross negligence, or for any incorrectly displayed information on the Website.

SUFFA STORE, as the owner of the Website, shall not be responsible for any fraudulent use and/or introduction of malicious programs or any other harmful computer elements on the Website, nor for any damages that may arise therefrom for the Customer or their computer equipment.

SUFFA STORE does not guarantee uninterrupted access to the Website or the absence of access or connectivity failures.

Whenever the Website includes links to third-party websites, the Customer is responsible for browsing and accessing such websites. We recommend that the Customer carefully read the terms of use of third-party websites and services, even if accessible through links provided on our Website.

SUFFA STORE shall also not be held liable for any damages suffered by the Customer or third parties resulting from the use of our products, except where such damages arise from intent or gross negligence by the Company.

Any purchases made through the Customer Account are presumed to have been made by the Customer, and SUFFA STORE shall not be held responsible for any abusive or fraudulent use of Customer data or their Account.
Any data queries or information requests made through this Service shall be presumed to have been made by the User, and SUFFA STORE declines any responsibility arising from the abusive or fraudulent use of the information obtained.

12. Applicable Law

These Terms and Conditions and all disputes arising from or related to them, as well as to the use of the Website and purchases made through the Store, shall be governed by Portuguese law.

13. Complaints and Customer Support

The Customer may submit any complaints to SUFFA STORE through the contacts indicated in section 1.1, or by contacting Customer Support:

  • By phone (Monday to Friday, from 9:00 a.m. to 6:00 p.m., and Saturday from 9:00 a.m. to 12:00 p.m.): [●]

  • By mail: SUFFA STORE – Customer Support, Rua da Zona Industrial 1180, 4580-865 Lordelo, Portugal

  • By email: apoiocliente@suffa-store.com

If the Customer detects any problem during delivery, when using the products, or requires clarification, they may also contact Customer Support.

The Customer may also submit complaints through the Electronic Complaints Book platform.

14. Dispute Resolution

For any dispute arising from the application of these Terms and Conditions, the Customer may refer the matter to the Portuguese Courts, as well as to Alternative Dispute Resolution (ADR) entities, which handle consumer disputes through mediation, conciliation, or arbitration procedures, outside the courts:

ANNEX 1

Withdrawal Form

The Customer should only fill out and return this form if they wish to withdraw from the contract.

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To: M.G. FERNANDES - INDÚSTRIA DE ESTOFOS, UNIPESSOAL, LDA
Rua da Zona Industrial, nº 1180
4580-565 Lordelo
Email: apoiocliente@suffa-store.com

Date:
Subject: Order number and purchase date

I/we () hereby notify that I/we () withdraw from my/our () contract for the purchase and sale of the following goods / for the provision of the following service ():

  • Ordered on () / received on ()

  • Name of consumer(s)

  • Address of consumer(s)

  • Signature of consumer(s) (only if this form is submitted on paper)

(*) Delete as appropriate

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HOW DOES DELIVERY WORK?

We deliver within mainland Portugal through our own delivery service or partner carriers, free of charge and with no additional costs.
Unpacking and installation in the room of your choice are included*.

For deliveries to the Azores, Madeira, or international destinations, shipping costs are borne by the Customer and will be calculated after order validation.

* Delivery and installation in the room of your choice are only available if your residence does not exceed the 4th floor and access conditions allow it.
An additional fee may be charged by the carrier if the delivery site does not meet these criteria.

SUFFA STORE 3D APPLICATION

We have created an application to help our Customers make decisions and visualize our products.
Thanks to this app, the Customer can place their future sofa in their room, in real size*, modify or personalize colors, and add multiple elements to their space — making home decoration simple and enjoyable!

With the SUFFA STORE 3D app, you’ll never again wonder if your chosen sofa or armchair fits your home.
This app will be your best companion to help and guide your choice.


CONFIGURE – PLACE – ADOPT
You can download the application for free from Google Play and the Apple Store.

To use augmented reality, make sure to step back and ensure the area where you wish to place the sofa is clear.
Proper use under good conditions is essential for the product’s longevity.

* The app works on all current smartphones and tablets, but the augmented reality feature (used to place the configured object in your room) is only available on certain models.
Check the list of compatible devices here.