Online sales terms and conditions

(latest version: 03/05/2022)

These terms and conditions of sale apply to all orders and orders placed through the website www.homesinheaven.com (“Online Store”).

Please read these terms and conditions of sale before placing any order on our website. When finalizing the order, you will be asked to accept these terms and conditions, in their entirety and without reservation. This is where we will explain who we are, how to contact us, how we produce and supply our products, what to do if there is a problem.

These terms and conditions of sale may be modified.

 

ABOUT US 

The Homes in Heaven brand is owned by HiH, SA (“Homes in Heaven”; “Seller”), a Portuguese company domiciled at Complexo Industrial Monte das Devesas, 122, 4595-069 Paços de Ferreira - Portugal, NIF 504151517, registered in the Registo Comercial de Paços de Ferreira under the number 504151517. The company can be contacted by telephone to +351 255 890 400, fax.: +351 255 862 444 or email: info@homesinheaven.com.

 

USE OF THE ONLINE STORE

The use of the Online Store implies the full and unreserved acceptance by the Customer of the Online Sale Terms and Conditions, as well as the Privacy and Personal Data Protection Policy, which are in force at any time.

All information provided by the Customer must be true and complete, and the Customer is responsible for updating this information whenever it undergoes any change. The Customer will also be responsible for any false, incomplete or inaccurate information or statements provided and for the damage caused to Homes in Heaven and/or third parties as a result of this fact.

In case of violation of the rules contained in the documents mentioned above, or of any other misuse, Homes in Heaven may, in addition to any other legally prescribed action, terminate the respective access/right to use the Online Store.

 

INTELLECTUAL AND INDUSTRIAL PROPERTY

The texts, works, drawings, images and photographs reproduced or represented on the website and in the Online Store are protected by the respective copyright, in accordance with the applicable legislation. Any reproduction or representation, alteration or use, in whole or in part, is strictly prohibited without the prior consent of Homes in Heaven.

Corporate names, brands, as well as any distinctive signs reproduced on the website www.homesinheaven.com or in the Online Store are also protected under the terms of applicable legislation.

 

ORDERS AND PAYMENTS

The order in the Online Store is final from the moment the customer confirms it. Our purchase process allows the customer to evaluate and validate their purchase intention, as well as the specifications and characteristics of the product they intend to purchase. However, all orders are subject to our acceptance. After confirming the payment and delivery conditions of the ordered products, we will send you a message confirming the acceptance of your order.
 

In order for us to validate the order, the amount indicated on the payment page of your order must be fully paid. As payment methods we accept those indicated in our Online Store.
 

PRICES AND PRODUCT FEATURES

The prices in the Online Store are indicated in Euros and include VAT at the legal rate in force and are valid unless manifest and evident error and apply only to items sold in the aforementioned Online Store.

Prices and specifications published in the online store are subject to change without notice.

The items sold are described and presented on the website with the maximum rigor and accuracy possible, but that does not mean that inconvenient technical errors or damages inherent to the use of the internet network, such as a service disruption, an external intrusion or the presence of computer viruses, or any other unforeseen case of force majeure. HIH will not be held responsible when these facts cause changes in the advertised prices.

During the processing of orders, any and all price errors that may be displayed on the website due to technical anomalies must be detected. In this situation, and in accordance with the procedures, the customer will be contacted by our services and if the price of the product is higher, he will be able to accept or cancel the order he has placed.

Unless otherwise stated, all promotional campaigns advertised on the Online Store have a limited and exclusive stock for online marketing.

 

CANCELLATIONS

The order in the Online Store is final from the moment the customer confirms it. Our purchase process allows the customer to evaluate and validate their purchase intention, as well as the specifications and characteristics of the product they intend to purchase. As a customer, you have the right, with exceptions, to the free termination of the contract protected by law within 14 calendar days from the day following your order.

To find out how to proceed if you wish to exercise your right of withdrawal, please consult our Returns Policy.

 

Order cancellation requests must be submitted in writing. If the cancellation is confirmed, the amount delivered will be refunded by the same payment method used at the time of purchase, within a period not exceeding 30 days after the refund conditions are met. For more information, or to download a form to request cancellation, see our Return Policy available below.
 

DELIVERY TERMS AND CONDITIONS

The delivery time for orders placed in the Online Store is indicated on the respective website for each product. While we will do our best to meet the stated delivery time, we cannot guarantee that they will not be affected by events beyond our control, such as, for example, unforeseen difficulties in supply chains, a health emergency, or other not foreseen and that do not depend directly on our will or availability.

If it is not possible to meet the contracted deadline, our services will contact you to reschedule the delivery. The essence of the business is not the delivery time, so this is not binding.

The delivery of the ordered products can be carried out by our logistics team or by an external carrier hired for this purpose.

For the locations to which we guarantee the delivery of the products, the delivery cost is automatically indicated at the time of order confirmation. In other cases, the delivery service will be subject to a quote, which we will communicate to you before making your payment.

We guarantee delivery to the customer's home with installation of products sold in mainland Portugal and mainland Spain. For other locations, delivery only includes transport to the delivery address indicated at the time of ordering.

The delivery of the ordered products is made to the address indicated by the customer when placing the order.

When your order becomes available for delivery, you will be contacted by HIH services in order to check its availability and schedule the delivery of your products.

If you choose home delivery, it is your responsibility to:

- ensure adequate access for the delivery of ordered products.

- inform us, when ordering, of any conditions that may hinder or prevent the delivery of the products. In certain circumstances, an additional delivery fee may be charged, such as  deliveries on floors above the 1st, deliveries that require a team of more than two people, and deliveries that require a smaller vehicle to access the delivery address.

Homes in Heaven does not accept any responsibility for the impossibility of making a delivery due to the lack of adequate access. If in doubt, do not hesitate to contact us.

 

(We alert the customer to the fact that due to the current situation in the country with regard to Covid-19, the delivery period may change, in which case the customer will be properly contacted with this information.)
 

PAYMENT METHODS

Payments for orders in the Online Store can be made by the following methods:

Visa, Mastercard, Redunicre, Paypal, MBNet and Multibanco Reference.

HIH processes payments through a partner specializing in electronic payments (SIBS and PayPal). Homes in Heaven does not have access to or keep, at any time, the data associated with your payment. We only receive a simple confirmation of your payment from SIBS or Paypal. The HIH Online Store has the SSL certification given to secure e-commerce sites.

 

BILLING ADDRESS AND DELIVERY ADDRESS

You may choose a delivery address different from the billing address during the purchase process. It is your responsibility to correctly indicate billing and delivery data. Unfortunately, after your order is finished and ready for delivery, we will not be able to change this data.

 

PHOTOGRAPHS/IMAGES IN THE ONLINE STORE

The photographs contained in the Online Store are for illustrative purposes only, not dispensing with a reading of the characteristics and/or technical details/specifications of the product that are described. The photographs are taken so that you can view each of our products as closely as possible. However, you may find differences in the products in which the raw material itself and its manufacturing process influence the final result. We also draw your attention to the fact that the colors displayed on your screen may not correspond exactly to the final product, as they depend on the settings of the computer itself.

In case of doubt, the Customer may always contact Homes in Heaven through the indicated contacts.

 

FINISHES, COLORS AND JOINTS

All our furniture is finished manually, thus guaranteeing the unique and distinctive characteristics of each piece. Color and texture may vary slightly from piece to piece. Every effort is made to ensure consistency in color and texture but no guarantee can be given in this regard. All our furniture is manufactured and the joints can open over time, which cannot be considered a defect, as they are due to the natural movements of the wood. This is one of the characteristics that distinguishes each of the Homes in Heaven pieces. All our colors can be changed without prior notice, and Homes in Heaven cannot be held responsible if pieces produced for new orders do not have the same tone as orders placed previously. Colors can undergo a natural aging process and can change over time.
 

CUSTOMIZATION

We produce all products from the Online Store. As a result, we can customize any and all of our products. If you wish to customize the materials or measurements of this product, you can do so from the indicated product page. Our team will evaluate your request and get in touch with you as soon as possible.

The customization of products will affect the price, term and conditions of delivery, cancellation and return of the same.

In the specific case of customizing pieces upholstered with customer fabric, Homes in Heaven will only be able to confirm the execution of the piece after evaluation in our factory that the fabric sent meets the minimum acceptable quality for the type of work requested, and that the quantity sent is sufficient for its execution. The agreed delivery period only starts after acceptance by Homes in Heaven. We cannot be held responsible for the return of fabrics that do not meet the requirements identified above.

 

CONSUMER RIGHTS AND CONFLICT RESOLUTION

Your rights as a consumer are guaranteed by law. The protection offered by Homes in Heaven is, in general terms, that guaranteed by Directive No. 2000/31/EC, in its transposition into the law of each of the countries of the European Community.

In the event of disagreements or conflicts that cannot be resolved friendly and informal means, Homes in Heaven undertakes to accept the attempt to resolve them using an Alternative Consumer Dispute Resolution platform.

If there is no agreement on the platform to be used, the European Community Online Dispute Resolution online platform will be used, available at the following email address: https://ec.europa.eu/consumers/odr

 

CUSTOMER REGISTRATION ON THE SITE

To make purchases through the Online Store, you can register as a Customer by filling out the form available for this purpose in the Customer Area. Once registered, simply insert the products to be purchased in your shopping bag, then follow all the steps indicated. Once registered, you can make your purchases, modify/update your data whenever you need to and check the status of orders in progress or previously placed orders.

Alternatively, you can make your purchases as a guest without registration.

 

GENERAL

If you have any questions or concerns regarding our products, services or conditions, please do not hesitate to contact us:

 

E-mail: info@homesinheaven.com

Phone: +351 255 890 400

By letter: HiH, SA (Homes in Heaven)

Complexo Industrial Monte das Devesas, Lote 9 - 122

4595-069 Paços de Ferreira

Portugal

__________
 

RETURN POLICY

We work hard to ensure the full satisfaction of our customers. We produce all our furniture products in our factory, upon firm order from the customer, and we take every measure to ensure that the product is designed to high standards. This means that, except for duly identified exceptions, we do not work with stocks, that is, the product that the customer orders will be produced specifically for that order. However, we know that, occasionally, situations may occur that make our customers want to reverse their purchase decision. In such cases, the following policies will apply.

 

GUARANTEES

All items sold by Homes in Heaven are guaranteed against manufacturing defects for two years, safeguarding the fact that their use during this period is carried out under the normal conditions of use for which they were developed and manufactured.

 

During this warranty period, any production defect that appears gives the customer the right to obtain:

- Defect repair

- Item replacement

 

All our furniture is produced and finished manually, using natural products and artisanal techniques, thus guaranteeing the unique and distinctive characteristics of each piece. Consequently, we cannot include the following cases in the concept of a production defect:

 

- Slight variations in color and finish texture in the pieces. Color and texture may vary slightly from piece to piece. Every effort is made to ensure consistency in color and texture but no guarantee can be given in this regard.

- Given the use of natural wood in many of our products, the joints can open over time, which cannot be considered a defect, as they are due to the natural movement of the wood.

- Colors may undergo a natural aging process and may change over time.

 

If you wish to exercise your rights under the Warranty given to our products, please contact us using the contacts indicated in the Online Store's Terms and Conditions of Sale. Together with our team you will surely find the solution to your problem.

 

RIGHT TO CANCEL

The order in the Online Store is final from the moment the customer confirms it. Our purchase process allows the customer to evaluate and validate their purchase intention, as well as the specifications and characteristics of the product they intend to purchase. However, as a customer, you have the right, with exceptions, to the free termination of the contract protected by law within 14 calendar days from the day following your order. The Right to Cancel does not apply to customized products or products made to order by customers who cannot be classified as End Customers.

The list of recognized exceptions that imply the non-application of the Right of Cancellation are defined in the law.

 

Order cancellation requests must be submitted in writing, using the form that you can download here, and which, after being completed and signed, must be sent electronically to the following email address: info@homesinheaven.com or by mail to the address indicated in the Online Store Sales Terms and Conditions.

 

If the Right to Cancellation is confirmed, the amount paid in the meantime will be refunded by the same payment method used at the time of purchase, within a period not exceeding 30 days after the Refund Conditions are fulfilled.
 

EXCHANGES AND REFUNDS

Homes in Heaven is not obliged by law to exchange or refund the value of orders after confirmation by the customer, except in cases where the items purchased cannot perform the function for which they were developed, or they do not fulfill announced requirements and specifications. However, in the event that an article is not able to fulfill the function for which it was developed, Homes in Heaven may, on its own initiative, allow its exchange, accept its exchange for another article or issue credit notes. on sales documents. Homes in Heaven does not exchange or issue credit notes, under any circumstances, referring to special articles developed to the specification of customers or articles upholstered with fabrics that are not from our catalogue.

 

RETURN OF ITEMS

We inspect every item we manufacture with the utmost care and attention. We usually assemble each item to test it before packing it and shipping it to our customers. However, it may be possible that during the packaging and shipping process, or during the transport and handling of the article, situations occur that damage or lead to incomplete deliveries. In this case, if you receive damaged items or incomplete orders or with the wrong items, proceed as follows:

 

- DAMAGED ITEMS - Upon receipt, inspect the packaging for any external marks that may indicate damage to the item. In the case of a part transported by us, or by a carrier contracted by us, the customer should contact our services at: info@homesinheaven.com and we will repair it or, in exceptional cases, replace it. If it is a delivery made by a carrier hired by you as a customer, you must write your complaint or disclosure on the delivery note that will be presented to you by the distributor, and document the damage you find in the best possible way. We may be able to help you get your refund or a new part paid for by shipping or insurance, but if you do not provide evidence of the packaging condition, we may not be able to take responsibility.

 

- INCOMPLETE OR DEFECTIVE ITEMS - As much as we try to avoid it, in some situations the customer may receive an incomplete or defective item. If this happens, you should contact our services through the contacts indicated in the Online Store Sales Terms and Conditions, presenting your case and sending all the documents you can gather to verify and confirm the defect or lack so that we can arrange the repair and /or replacement/replacement.

 

DEVOLUTION

Items returned under the Right to Cancellation, Warranty Exchange or Return accepted by Homes in Heaven must be returned, unused, in their original condition and properly packaged, up to 7 days after the date on which the return request is made. The costs and risks inherent to the transport for return are borne by the customer.

 

REFUND CONDITIONS

In cases where Homes in Heaven by its sole will accepts or is obliged by law to refund the amounts paid at the time of the order placed, the same will be made within a period never exceeding 30 working days, after verifying that the product whose return has origin of the refund was received at our facilities and we confirm that it is in the required conditions

Returns are made using the same payment method used for the purchase.