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Terms and Conditions

In this information, we present the general conditions of sale established between the company Tenderness Cathedral, Lda., hereinafter referred to as "Online Store", "Us" or "Hincos" and people who wish to make purchases on the hincos.com website, hereinafter referred to as " Customer" or "User".

The hincos.com online store is operated by Tenderness Cathedral, Lda., based in Praceta dos Descobrimentos, Edf. 5-C 7350-129 Elvas, registered at the Commercial Registry Office of Benavente, under the single registration and tax number 515 938 394, which operates in the market under the Hincos brand and develops its activity at Rua das Cardosas nº 13, 2130-140 Santo Estêvão.

These general conditions regulate all the steps necessary to place an order on the hincos.com website and apply to sales to final consumers, as defined in subparagraph c) of article 3 of Decree-Law n.º 24/2014 , of the 14th of February.

These General Conditions of Sale may be changed without prior notice. We recommend that you consult this page whenever you intend to make a purchase on the Site.

1. CONTACTS

If you have any questions or complaints about this Site, you can contact Hincos via email info@hincos.com or mobile phone +351 926 703 543 (call to the national mobile network).

2. CREATE CUSTOMER ACCOUNT

To buy in the Online Store it is necessary to register as a customer, filling in the fields of the form with the information indicated as mandatory and defining an access password. The customer account can be created at any time, up to the stage of finalizing an order.

The personal data provided will be treated in accordance with our Privacy Policy (Privacy Policy).

Access as a registered customer is done using your e-mail address and the password you have chosen. In your personal area you can consult and change your personal data and access information about orders placed.

3. HOW TO BUY

To buy a product in the Online Store, you must add the desired item to the shopping cart, choosing the desired quantity and clicking on the "Add" button.

When you want to place an order, you must access the shopping cart by clicking on the respective icon and check if the products available in the cart are the ones you actually want to buy. This page will then show the image of the articles, their designation, quantity, unit price of the products and the total price of the order in euros, with taxes included.

At the end of the page, you will find the "Checkout" button that allows you to access the page where you can fill in the forms with your personal information and options regarding delivery, invoicing and payment method and create your customer account. If you have already created the account before, you must verify that your personal information is correct and up-to-date, namely the delivery address, being able to change or correct the data you had previously entered.

After choosing delivery options, the cost of shipping will be added to the bill.

Before placing the order, you must also confirm that you accept these General Sales Conditions by ticking the corresponding box on the form.

Once you have verified that the information is all correct, you can complete the purchase by clicking on the "Order and Pay" button.

If you notice an error in your order or in the data you have entered after making the payment, you should contact our customer service via the email info@hincos.com.

4. PAYMENT AND ORDER VALIDATION

Payment will be made at the end of the purchase process and will be an essential condition for the formalization of the order.

The Online Store accepts payments with Visa, Mastercard and American Express credit or debit cards, and you can also choose to pay using an ATM or MB Way reference. These payments will be processed by the payment management entities IfthenPay and Stripe, in accordance with the security rules for online purchases defined by the European Banking Authority.

After confirming the order and making the payment, Hincos will send you an email with the order details. If you do not receive this message within 24 hours, we recommend that you contact our customer service via the email info@hincos.com to check if there was a problem with communications or an error in the email you provided. .

This message confirming receipt of the order does not imply an immediate acceptance of the order by Hincos. Acceptance takes place only after the Online Store has verified that the product is in stock and will be confirmed through a new email message, in which it will indicate that the order has been sent or that it is available for delivery.

The purchase invoice will be issued after payment confirmation and will be sent together with the order.

5. DELIVERY

Hincos makes deliveries in Portugal and in the other countries that make up the European Union: Germany, Austria, Belgium, Continental Spain and Balearic Islands, France, Greece, Holland, Italy and Luxembourg.

The Customer may choose one of the following delivery methods:

  • Shipping by CTT Express - This method is available for deliveries in Continental Portugal and the archipelagos of Madeira and the Azores. In this mode of delivery, the order will be delivered by CTT to the address indicated by you, on working days, between 9:00 am and 6:00 pm (local time), and a person who can receive it must be present. The expected delivery date and the code that allows tracking the order during transport will be indicated by the Online Store in the dispatch confirmation email.
  • Shipping by CTT - This method is available for deliveries in mainland Portugal, the archipelagos of Madeira and the Azores and mainland Spain. In this mode of delivery, the order will be delivered by CTT to the address indicated by you, on working days, between 9:00 am and 6:00 pm (local time), and a person who can receive it must be present. The expected delivery date and the code that allows tracking the order during transport will be indicated by the Online Store in the dispatch confirmation email.
  • Shipping by DHL with delivery to the customer's address - This method is available for deliveries in Continental Portugal, Germany, Austria, Belgium, Continental Spain and and Balearic Islands, France, Greece, Netherlands, Italy and Luxembourg. The order will be delivered by DHL to the address indicated by you, on working days, between 9:00 am and 6:00 pm (local time), and a person who can receive it must be present.
  • The expected delivery date and the code that allows tracking the order during transport will be indicated by the Online Store in the dispatch confirmation email.

Purchases made in the Online Store cannot be delivered to PO Boxes.

In the event that the carrier is unable to deliver, as no one is at the address to receive it, you will be informed by SMS or e-mail of the place where your order is located, how to proceed to reschedule the delivery or to proceed with its withdrawal and the deadline for doing so. If it is not delivered or collected by you within the period indicated by the carrier, the order will be returned to Hincos, which will reimburse you for the amount paid, less delivery and return costs.

We recommend that you carefully check that the data relating to the delivery address of the order are correct and complete. Hincos will not assume any responsibility for any delay or impossibility of delivering the order, if these data are wrong or incomplete.

If all ordered items are available, delivery times are, on average, as follows, starting from the date the order is processed:

  • Delivery by CTT Express carrier in Continental Portugal, Madeira and Azores Islands - 1 business day
  • Delivery by courier in mainland Portugal, Madeira and the Azores Islands, mainland Spain - 2 to 3 business days
  • Delivery by courier to other European destinations - 3 to 8 working days

These deadlines are indicative. For each order, you will be informed of the expected delivery date in the order confirmation email. The maximum period will not exceed, in any case, 30 working days from the date of sending this message.

On the detail page of each product, information about its availability in stock will be displayed. If the product you want to order is not available in the Online Store, we suggest that you contact Hincos, via email info@hincos.com, to find out if the stock will be replenished and the expected period.

Despite the efforts of the Online Store to deliver orders on time, delays may occur due to unforeseen circumstances and problems in the delivery area or, in the case of the Islands, irregularities in connections.

If the Online Store cannot meet the delivery date for reasons beyond its responsibility, we will inform you of this circumstance, giving you the choice between keeping your order with a new delivery date or canceling the order. with full refund of the amount paid, without prejudice to all other rights that you may have under the terms of the applicable legislation.

The delivery of the order is considered carried out at the time of signature of proof of receipt of the products at the agreed delivery address.

When you receive your order, you must check the packaging for any significant defect caused by transport. If this happens, you must ask the carrier's employee to record this occurrence on the delivery sheet. This is the only way the Online Store will be able to hold the carrier responsible for any damage to the piece caused by transport.

If you receive a wrong product due to a fault attributable to the Online Store, you must inform the Online Store via email info@hincos.com to request the collection of the item to be returned and schedule the delivery of the correct product.

6. PRICES

The prices announced in the Online Store are expressed in Euros (EUR) and include VAT at the rate of 23%, calculated in accordance with Portuguese regulations. In sales to Customers from other European Union countries, the final price may be adjusted, according to the applicable VAT rate. In such cases, the applicable VAT amount will be corrected at checkout.

The price of the products does not include shipping costs, which vary depending on the delivery address, the weight of the order and the size of the package. These expenses will be calculated automatically after choosing the delivery method and filling in the address fields, and then added to the account.

For orders over €125.00, shipping costs are offered by the Online Store.

The prices and specifications of the products presented in the Online Store are subject to change without notice. These changes will only apply to orders placed after the publication of the new prices and specifications, and will not be extended to orders that have already been completed and confirmed.

Hincos makes every effort to verify that all prices, images, product descriptions and respective characteristics presented on the website are correct. Because the possibility of error cannot be completely ruled out, prices are rechecked during the order processing process. When a discrepancy in prices is identified, the Online Store will proceed as follows:

  • If the actual price is lower than the price advertised on the website and paid, the Online Store will refund the difference;
  • If the actual price is higher than the advertised and paid price, you will be informed of this occurrence, and you will be offered to pay the difference between the two values or cancel the order and receive a refund of the amounts already paid. If you do not communicate your preference within 8 days, the order will be cancelled.

The Online Store is not obliged to supply a product that has a wrong price, even after an order confirmation email has been sent, if the price error is obvious and unambiguous and could have been recognized by the Customer, in reasonably, as being an incorrect price.

7. RIGHT OF FREE RESOLUTION

In accordance with Portuguese legislation, the Customer has the right to terminate the contract of sale entered into, without giving any reason, within 14 days from the day following the day on which the order is received.

This right cannot be exercised when you purchase perishable food products or articles produced according to your specifications or customized to your request.

Items to be returned must be in perfect condition, complete, without any signs of use and in the original packaging. If the product has been delivered in a sealed package, for reasons of health protection or hygiene, the return will only be accepted if the package remains closed with the original seal.

If you wish to exercise this right, you must inform the Online Store of your decision to terminate the contract within 14 days, via the email info@hincos.com or by letter sent to the Hincos headquarters, indicating the product reference and the invoice number. For this communication, you can use the form available here (Free Resolution Form). If you communicate your decision by email, you will be sent, also by email and without delay, a notice confirming receipt of the request for resolution.

The item to be returned must be sent, with a copy of the invoice, to the online store office at the following address:

Tenderness Cathedral, Lda.
Rua das Cardosas nº 13
2130-140 Benavente

Returning the product to the Online Store is at your own risk, which means that you will have to choose the transport that you consider most appropriate and bear the respective costs. The Online Store is not responsible for loss, damage or delays that occur during the transport contracted by you for the return.

The returned item must be in perfect condition, complete, without any signs of use, with the respective label applied and in the original packaging.

If you terminate the contract as indicated above, the Online Store will refund you the amount paid for the purchased product, within 14 days from the date on which you are informed of the decision to terminate the contract.

Refunds will be made using the same payment method you used for the original transaction. However, this will be withheld until the product is received and verified by the technical services of the Online Store.

If the product does not meet the conditions indicated above, it will be sent back to your address, accompanied by a copy of the assessment carried out by our experts and, in this case, the amounts paid will not be refunded.

8. EXCHANGES

In addition to the legally recognized right of free termination of the contract by consumers, Hincos may accept the exchange of clothing and footwear items for similar ones, of a different size, if they are in stock.

To request a change of clothes or shoes, you must send an email to info@hincos.com, within 14 days after receiving the product, and you must wait for confirmation from our customer service about the availability of the piece in the desired size.

The costs of returning the product to be exchanged and shipping the new product are borne by you. The new product will only be sent after receipt and verification of the returned item, which must be in perfect condition, as indicated in the previous point, and payment of the shipping costs of this new product.

9. WARRANTY AND TECHNICAL ASSISTANCE

Products purchased from the Online Store are guaranteed for 3 years, starting from the date of delivery of the product, where applicable.

The warranty does not cover defects resulting from normal wear and tear caused by use, misuse, failure to take recommended care or any other external cause.

To exercise this right, you must report the lack of conformity of the product to the Online Store, by emailing info@hincos.com. This communication must include a description of the problem and be accompanied by a copy of the purchase invoice.

If the good has a defect, you will be offered the repair or replacement of the good, if possible, or the appropriate reduction of the price or termination of the contract, whichever is more reasonable, within the limits imposed by good faith. , for good customs or for the social or economic purpose of that right.

Hincos undertakes to carry out the repair, replacement or refund, in whole or in part, within a maximum legal period of 30 days after receipt of the product at its headquarters.

10. CUSTOMER SUPPORT

If you have any questions or complaints, you can contact the Online Store via the email address info@hincos.com or the mobile phone +351 926 703 543 (call to the national mobile network).

The Online Store also has an Electronic Complaints Book, accessible via the Complaints Book link.

11. APPLICABLE LAW AND DISPUTE RESOLUTION

The contracts entered into by the Online Store under the terms of these General Sales Conditions are governed and must be interpreted in accordance with Portuguese legislation. For the resolution of any dispute arising from the interpretation or performance of this contract, the Portuguese Courts will be exclusively competent.

In the event of a consumer dispute, the consumer Customer may resort to the European Online Dispute Resolution Platform, available at this link, or to the following alternative consumer dispute resolution entities:

  • CNIACC - National Center for Information and Arbitration of Consumer Conflicts (CNIACC)
  • CIMAAL - Center for Information, Mediation and Arbitration of Consumer Disputes in the Algarve (CMIAAL)
  • Coimbra District Consumer Dispute Arbitration Center (CACRC)
  • Lisbon Consumer Dispute Arbitration Center (CACCL)
  • Porto Consumer Information and Arbitration Center (CICAP)
  • Vale do Ave Consumer Dispute Arbitration Center/Tribunal Arbitral (TRIAVE)
  • Center for Consumer Information, Mediation and Arbitration (Consumer Arbitration Court) (CIAB)
  • Madeira Consumer Dispute Arbitration Center (CACC)
  • Arbitration Center of the Autonomous University of Lisbon (CAUAL)


Orders for Portugal and Spain will be delivered within 24 to 48 hours.

Deliveries

Orders for Portugal and Spain will be delivered within 24 to 48 hours.

Deliveries to Portugal, Germany, Austria, Belgium, Continental Spain and Balearic Islands, France, Greece, Holland, Italy and Luxembourg.

Delivery Network

Deliveries to Portugal, Germany, Austria, Belgium, Continental Spain and Balearic Islands, France, Greece, Holland, Italy and Luxembourg.

All transactions are encrypted to ensure their security.

Safe Shopping

All transactions are encrypted to ensure their security.

We offer personalized customer support from 10AM to 1PM and from 3PM to 5PM.

Client support

We offer personalized customer support from 10AM to 1PM and from 3PM to 5PM.

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