Warranty and Returns
iCase, Lda is committed to offering the best possible experience to its Customers. To ensure transparency, security, and excellent service, we have established this Returns and Exchanges Policy — clear, balanced, and in compliance with Portuguese legislation.
By purchasing an item in our Online Store or in one of our commercial spaces, the consumer will be covered by the rules defined herein.
The product cycle
An effort to meet every customer need. Understand how the items we sell reach you — and how your legal consumer rights fit into each step, under the terms of Decree-Law no. 84/2021.
*May not exist — when iCase imports directly from the manufacturer.
iCase does not manufacture the products it sells: we acquire them directly from the manufacturer or authorized wholesale distributors. As a consumer, you can exercise your rights with iCase, but also with the producer — or their representative — under the terms of DL 84/2021.
1. General legal considerations
Return conditions vary depending on whether the purchase is made remotely (online) or in a physical store, under the terms of Decree-Law no. 24/2014 (Right of Free Resolution) and Decree-Law no. 84/2021 (Warranties).
- Returns, exchanges, or credit notes will be processed within the applicable legal deadlines and as stipulated in this policy.
- When there is a right to a refund, it is preferably made using the same payment method used for the purchase, and can also be made by bank transfer (IBAN) provided the Customer authorizes it in writing.
- All returned products must be delivered in their original packaging, complete with all accessories, and accompanied by the invoice or proof of purchase.
- Shipping costs associated with returns are the customer's responsibility, except in cases of technical anomaly confirmed by iCase.
2. Returns for distance purchases (Online Store)
For online purchases, the consumer has 14 days to exercise your right of free termination, without needing to provide a reason, in accordance with Decree-Law no. 24/2014. In these cases, the following rules apply:
- Return shipping costs are borne by the consumer (article 13, no. 2).
- The item must meet all requirements indicated in Section 4.
- No refund will be issued for services requested and already provided (e.g., shipping costs, configuration or installation services).
- iCase will issue the refund within a maximum of 3 business days after communication of the resolution, and may withhold the refund until the product is received and verified.
3. Returns for purchases made in physical stores
Portuguese law does not oblige merchants to accept returns due to change of mind for in-person purchases. Thus, for in-person purchases:
- iCase does not accept returns due to change of mind, unless the product is sealed, intact, unused, and never activated.
- In these exceptional cases, and with internal approval, a credit note valid for 1 year may be issued, usable in the physical store or online store.
4. Mandatory conditions for accepting returns or exchanges
For a return or exchange to be accepted, all the following conditions must be met:
- Product intact, with no signs of use, wear, damage, or scratches.
- Original packaging complete and in perfect condition.
- All accessories, freebies, manuals, and seals included.
- Presentation of the corresponding invoice.
- The product must not have associated accounts, locks, or activations.
If any condition is not met, iCase reserves the right to refuse a return, exchange, or refund.
5. Items not eligible for return or exchange
For reasons of hygiene, safety, intellectual property, technical nature, or risk of devaluation, returns or exchanges are not accepted in the following cases, except in the event of a technical anomaly:
5.1. Sealed products that, once opened, cannot be reintroduced to the market
- Laptops
- Mobile phones and smartphones
- Smartwatches
- Tablets
- Activated electronic devices
- Devices with associated accounts or initialized software
5.2. Personal use or consumable products
- Earphones, headphones, earbuds
- Batteries and cells
- Power banks
- Memory cards
- External drives
- Screen protectors, cases, and protections after application
- Software, licenses and subscriptions
- Any opened consumables
5.3. Used / semi-new equipment
Used items are not eligible for return due to remorse, and are only covered by the legal warranty in case of a technical anomaly.
6. Refund method
Whenever there is a right to a refund, it will be made:
- Preferably by the same payment method used for the purchase;
- By bank transfer (IBAN), only if the Customer authorizes in writing.
The refund will be processed after:
- Receipt of returned product;
- Technical verification of the item's condition;
- Confirmation that the conditions in Sections 4 and 5 have been fully met.
7. How to initiate a return or exchange request
In physical store
Go directly to any iCase store with:
- The product, in the original packaging;
- The respective invoice or proof of purchase;
- All accessories, manuals and freebies included.
Online
- Contact us via email suporte@icase.pt or by phone +351 913 981 139, indicando o order number and the reason for the return;
- We will send the instructions and address for shipping the item;
- Send the item via carrier to the address provided, well packaged.
Return shipping costs are the consumer's responsibility, except in cases of confirmed technical anomaly.
8. Important recommendations to the Customer
To ensure the product meets expectations, iCase recommends that the Customer:
- Carefully analyze the technical specifications before purchasing.
- Check out reviews, videos, and recommendations.
- Clarify any doubts with the iCase team before purchasing.
- In-store, feel free to test or request a demonstration, where applicable.
- When opening the product, note how it is packaged to facilitate any returns.