1. Trade policy
1.1 The "seller" ETFOR - Empresa Têxtil S.A. has products for sale on the site www.playupstore.com, and the "eCommerce" services are available exclusively for final users / "consumers".
1.2 "Consumer" means an individual acting/buying outside of their business or profession. If you are not a "consumer", we request that you do not purchase from the online sales site www.playupstore.com.
1.3 ETFOR - Empresa Têxtil S.A. reserves the right not to process orders received from users who are not "Consumers" or those who disagree with the Seller's general sales conditions.
1.4 These general terms and conditions of sale only govern the offer, transmission and acceptance of orders placed at www.playupstore.com between the consumers of the online ETFOR - Empresa Têxtil S.A. store (www.playupstore.com) and the Seller.
1.5 The "Consumer" shall provide the "Seller" with an email address or the details of another form of contact, which is correct and complete and accepts that the "Seller" may contact them using those details should it deem it necessary.
2. How to order
2.1 The Consumer must have an email account to order from www.playupstore.com and ensure their browser is configured to accept cookies and pop-ups, to enjoy all the navigability conditions of the ETFOR - Empresa Têxtil S.A. online store.
1. Placing an order on www.playupstore.com is easy:
2. Find the products you want to buy;
3. Add the selected products to the Cart;
4. Finalise the purchase;
5. Select the payment option;
6. Review your order;
7. Proceed to the checkout and confirm the order;
8. You will receive an order confirmation by email;
Your order is confirmed when you select the "Confirm Payment" (Checkout) button at the end of the purchasing process.
When ETFOR - Empresa Têxtil S.A. receives your order, a message will appear on the screen with your order number and all your order details. The purchase agreement is finalised at that moment.
An order confirmation is sent to your email address. We suggest you print or download this copy for future reference.
We reserve the right not to accept your order or cancel it even after automatic confirmation.
The Seller may decide not to process orders that do not have sufficient guarantee of good collection; when orders are incomplete or incorrect or the products ordered are no longer available. In these cases, the Seller will inform you by email that the sales contract has not been concluded and the Seller has not proceeded with the sale, specifying the reasons for this.
If the products presented in the online store (www.playupstore.com) are no longer available at your last access or when the Seller receives the order, the Seller must inform the buyer about the unavailability within 30 days after receipt of the order.
If an order has been placed and payment made for products that are no longer available, the Seller will refund the money paid for unavailable items.
2.2 Right not to accept the order or to cancel the purchase
ETFOR - Empresa Têxtil S.A. reserves the right to refuse any order. We also reserve the right to cancel any purchase (even if it has already been accepted), in the following situations (among others), exempt from liability for any damages or costs:
The product is no longer available/in stock (payments will be returned);
Billing information is not correct or verifiable;
Our Security Systems flag the order as an incorrect order or an order susceptible to fraud;
The transfer for payment of the order has not been received within 5 days after acceptance of your order;
If we think the buyer is under 16;
If we believe the buyer is a reseller;
If we are unable to deliver to the address provided.
2.3 Data Verification
Once we have received your order, we may carry out some checks before preparing it.
These checks may include address verification, credibility and fraud verification. Concerning fraud verification, we perform partially automated checks on all orders to filter out transactions that are unusual, suspicious or identified as susceptible to fraud. Suspected fraud will be investigated, and, if necessary, the authorities will be notified. By confirming your order, you agree to these conditions.
3. Product Warranties and Price indication
3.1 Payment Methods
You can find the available payment methods in the Payment section of the website. We do not accept any other payment method than the ones mentioned. Please do not attempt to pay by any means other than those specified. If you do so, we cannot be held liable for loss of payment or any other damages that may result.
3.2 Payment processing
If you pay by Credit Card, we will deduct the amount due from your account when your order leaves our warehouse. In case of payment by Credit Card, all details (e.g. card number or expiry date) will be sent by encrypted protocol to the company providing remote electronic payment services, without any third party having access to the transmitted information.
ETFOR - Empresa Têxtil S.A. will not use this information except to carry out the necessary procedures for the purchase or refund, in case of a return, under the exercise of the right of return or to communicate instances of fraud to the police.
The purchase price of the products and the shipping costs, as indicated on the order form, will be charged to the current account when the purchased products are shipped.
4. Order security
4.1 The www.playupstore.com store uses one of the most robust security technologies among available encryption platforms.
Your payment information will be encrypted from the moment you enter it until your transaction is processed and will not be stored on any public server. Although we use encryption software, the security of information and payments transmitted over the Internet or via email cannot be guaranteed.
ETFOR - Empresa Têxtil S.A. shall not be liable for any damages suffered as a result of the use of electronic means of communication, including, but not limited to, damages arising from failure or delay in the delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for communications or virus transmissions.
If you choose to pay by Bank Transfer, we will start processing your order once we have received your payment. This can take several days. If we have not received any payment 5 calendar days after you place the order, it will be cancelled.
Payments can only be processed if the information used for invoicing can be verified.
5. Reservation of title
ETFOR - Empresa Têxtil S.A. retains ownership of its products until it has received full payment for all such products.
6.1 The prices of the products displayed on the website include Value Added Tax (VAT). Shipping rates are applied per order. The exact price of the shipping fee will depend on the country where your order will be delivered. For additional information on shipping rates by country, please refer to the Shipping section of the website.
6.2 Prices are all quoted in euros. Please note that changing the country of delivery may influence prices due to transport costs.
6.3 Your total price
The total price specified in the final checkout menu includes taxes and shipping costs. Prices are quoted upon order confirmation, which you can print or download for future use. Please only pay the exact amount specified in the order confirmation and make individual payments per order.
6.4 Price changes
The prices of the products presented on the site are liable to change. ETFOR - Empresa Têxtil S.A. reserves the right to change prices without prior notice. The prices displayed at the moment of purchase are the prices applied to that purchase.
6.5 Errors in prices
Please note that even though the site is updated with extreme attention, the price information on the site may contain errors. ETFOR - Empresa Têxtil S.A. is not obligated to honour the offer and reserves the right to cancel your order if such an error occurs.
7. Quality and guarantee
ETFOR - Empresa Têxtil S.A. does not sell second-hand products with defects or inferior quality to the existing standards in the market. The main characteristics of each product shown on www.playupstore.com can be found on each product page.
The products offered for sale on www.playupstore.com may not correspond precisely to the actual clothing in terms of image and colours due to the Internet browser and monitor used.
All products have an identification label. Do not remove the product label if you wish to return your purchased product.
If you decide to return the purchased products, ETFOR - Empresa Têxtil S.A. has the right not to accept the return of returned products without the label or those that have been altered concerning their original state or damaged.
8. Shipping and delivery
8.1 Delivery: where and when
We deliver products Monday to Friday from 9h to 18h. We do not deliver on certain public holidays. We can only deliver an order if the delivery address is a home, office or delivery point in the countries available for delivery.
The buyer must ensure that someone is at the address to receive the order. This service does not include the option of scheduling or booking, so the delivery of the order will be made without prior contact by the carrier. We do not ensure this deadline during promotions, sales, Christmas and out of stock.
A delivery is considered made, or a product is considered delivered when the delivery receipt is signed at the agreed address.
8.2 Delivery Deadlines
If you confirm your order on a business day until noon and proceed to pay by credit card or via Paypal, your order will be shipped the next business day (weekends and holidays are not considered business days). If you choose to pay by ATM reference, the shipping is less efficient since we will only ship after receiving the payment. This can take 5 to 7 days.
ETFOR - Empresa Têxtil S.A. shall not be liable for failure to perform or any delay in any obligation that is due to Force Majeure, i.e. an event, act or omission beyond its reasonable control (Force Majeure - which comprises any event, act or omission beyond the reasonable control of "Seller").
We will endeavour to deliver on time as far as is commercially reasonable. We usually manage to do this. However, we cannot guarantee timely delivery.
8.3 Partial deliveries
Where possible, we will try to deliver everything in one shipment. However, we reserve the right to split the order's delivery, for example (but not limited to) if part of the order is delayed or not available. If we split your order, you will be notified by email of our intention. The email address provided by you at the time of purchase will be used for this purpose.
8.4 Inspection on delivery
On delivery, the buyer should inspect the packaging for any damage. If you notice that the products are damaged, the customer should not accept the delivery of the order, which will be returned. ETFOR - Empresa Têxtil S.A. will proceed to refund the values paid for the order and the transport as soon as the warehouse receives and completes the return process.
Any claim of non-receipt of an order should be made within 30 days from the date the order was made. After this deadline, ETFOR - Empresa Têxtil S.A. will not be responsible for the loss of the order.
9. Shipping rates
9.1 Shipping rates are applied per order. The exact price of each shipment depends on the country of delivery. For more details on the shipping price per country, please refer to the website's Shipping menu.
9.2 Free shipping
From time to time Play Up may carry out campaigns to offer free shipping to registered customers. These campaigns will be communicated via email or sms to customers who have this permission defined in their customer account.
10. Returns and cancellations
10.1 Order cancellation before shipment
Buyers can cancel the order if it has not yet been sent. If the buyer places an order and wants to cancel it, they must first check the order's status through the menu My Account - Orders located at the top right of the home page. And if the order status mentions "Registered", it is possible that it can still be cancelled. However, they should contact our Customer Service and request the cancellation of the order. Our Customer Service Department asks our warehouse to cancel the order only after this procedure.
If the cancellation request is successful, the customer will be notified by email of this decision, and the cancellation will be processed at no cost to the customer. If the cancellation request is not possible, the products will be sent to the customer who, if they still wish to cancel the order, must refuse to receive it. The products will be returned, and the chargeback will be processed after reception.
10.2 Return of defective products
Buyers have the right to return the delivered products if they are found to have defects or other non-conformities with the ordered products. The return can be made within 14 days of receipt of the order. This does not affect your statutory rights. If your complaint is justified, the price and shipping costs will be refunded. For more information on how to return goods and information on the chargeback, please see the Exchanges and Returns menu.
10.3 Return of products due to withdrawal
If for any reason you are not satisfied with the products you have ordered, you may return them to us within 14 calendar days of receipt, provided that:
The products have not been washed or worn (unless the product contains information to the contrary, the customer has the right to try on the clothes and shoes to test the size and shape but cannot wear them);
The product maintains its original characteristics, and the packaging is undamaged (carefully opened packaging will not be considered damaged);
The product is complete (e.g. both items of a pair have to be returned);
You cannot return products that have been tampered with.
10.4 Return of gifts
Currently, it is not possible for a person who has received a product as a gift from another person to return it. In this case, to proceed with the return, you must contact the person who purchased the product so that they can return it according to the Return Conditions.
10.5 Exchange of products or sizes
We do not accept products exchange, you must ask for the return and later, if you wish, place a new order.
10.6 Return information
If your return is justified by a defect or non-compliance with the ordered products, ETFOR - Empresa Têxtil S.A. will pay the shipping and return expenses. If you return the item for other reasons than defect or non-conformity of the ordered products, ETFOR - Empresa Têxtil S.A. will not refund the shipping costs. However, you will be using our transport supplier when making a return. As the costs incurred by ETFOR - Empresa Têxtil S.A. to make the return are equal to the shipping costs, ETFOR - Empresa Têxtil S.A. will not reimburse the expenses related to the postage initially supported by the client for the respective order.
Refunds will be made based on the payment method. If the customer pays by ATM reference, they must give their bank details to our Customer Support when initiating the return process. We need this information to refund the money to your account. The buyer will receive the refund after the product(s) have been returned and processed.
For additional information on the return process and refund times, please refer to the Exchanges and Returns section. Please read the help instructions in that section and follow the instructions carefully to avoid unnecessary delays.
11. Customer support
11.1 For additional information, you can contact the Seller by email at www.playupstore.com or call +351 253 879 009. You can also get information in the Help/FAQ's website menu.
12. Conditions applicable to Promotional Codes (discounts)
12.1 When used under the established rules, a promotion code entitles the buyer to a promotion/discount on purchasing a specific product or for a range of products during the period indicated/associated with the promotional code/promotional campaign.
12.2 Promotional codes can only be used for purchases made on the website. The sale, exchange or giving away a promotional code is not permitted. The customer holding the promotional code may not upload or provide a promotional code on any website or other public form of offer, donation, sale or exchange. The use of promotional codes for commercial purposes is not permitted.
12.3 The promotion code is connected with ETFOR - Empresa Têxtil S.A. It is not permitted to use the promotional code in connection with another brand, company or name. It is also not allowed to use the promotional code in an illegal, abusive or disrespectful manner or in any other way that may damage the reputation of ETFOR - Empresa Têxtil S.A.
12.4 The use of the promotional code is limited to one use per product and order. Promotional codes cannot be combined with any other promotions or special offers.
12.5 Promotional codes are not exchangeable for cash.
12.6 ETFOR - Empresa Têxtil S.A. has no obligation to reissue or refund promotional codes. However, if ETFOR - Empresa Têxtil S.A. decides to reissue or refund a promotional code, you need to have access to the initial promotional code. To do this, you must keep a copy of your promotional code. Otherwise, it cannot be reissued or refunded in case of loss.
12.7 In cases where ETFOR - Empresa Têxtil S.A. reissues/refunds a promotional code, the discount of that value can only be applied to a purchase of equal or greater value than the purchase in which the discount/promotional code was issued.
12.8 Notwithstanding any other rights, ETFOR - Empresa Têxtil S.A. has the right to immediately invalidate a promotional code if ETFOR - Empresa Têxtil S.A. has reasons to suspect that a promotional code is being used: in breach of the above-mentioned assumptions, by usurpation or in other cases where ETFOR - Empresa Têxtil S.A. has reasons to do so.
The shipping of all orders placed on the site is subject to availability. ETFOR - Empresa Têxtil S.A. tries to ensure that all items offered for sale on the site are in stock. However, ETFOR - Empresa Têxtil S.A. reserves the right not to accept any orders or cancel orders already confirmed for products it no longer has in stock. In these cases, ETFOR - Empresa Têxtil S.A. will inform the customer of that fact and refund the amount paid.
14. Validity of special offers
The site's offers are valid only for the moment they are displayed unless information to the contrary is communicated on the site. ETFOR - Empresa Têxtil S.A. is not bound to any offer if there are errors or mistakes in spelling, prices or others in the information on the site. ETFOR - Empresa Têxtil S.A. reserves the right to cancel any purchase and sale concluded under such errors.
15.1 ETFOR - Empresa Têxtil S.A. will only be liable for damages suffered by the customer if such damages result from breaches attributable to ETFOR - Empresa Têxtil S.A.'s contractual obligations to the customer or if ETFOR - Empresa Têxtil S.A.'s liability results from applicable legal law.
15.2 If the customer has suffered damages related to the activity of the site, the responsibility of ETFOR - Empresa Têxtil S.A. will be limited to:
Damage to ETFOR - Empresa Têxtil S.A. products or other materials;
Reasonable and verifiable costs incurred by the client in finding the cause and amount of compensation attributable to the damage;
The maximum reimbursement for the above-mentioned compensation will be (if applicable) the price of the products concerned.
15.3 ETFOR - Empresa Têxtil S.A. cannot be held liable for damages suffered by third parties resulting from using any of our products. ETFOR - Empresa Têxtil S.A. cannot be held liable for damages sustained by the customer due to improper use of our products.
15.4 ETFOR - Empresa Têxtil S.A. is not liable for damages resulting from incorrect information on the site.
15.5 If you suffer damage due to ETFOR - Empresa Têxtil S.A.'s gross negligence or wilful misconduct, none of the limitations in this article will apply.
16. Applicable law
These general conditions and all disputes arising in connection with these general conditions, including their validity, the use of the site or any purchase, shall be governed by Portuguese law.
In the event of any dispute arising from the purchase and sale made with ETFOR through this site, the consumer has the right to appeal to the CIAB - CENTRO DE INFORMAÇÃO, MEDIAÇÃO E ARBITRAGEM DE CONSUMO (Consumer Arbitration Court) in Braga to see the dispute between the parties resolved there.
17. Amendments to the Terms & Conditions
ETFOR - Empresa Têxtil S.A. has the right to alter these Terms & Conditions. The customer is subject to the principles and terms in force on the date of their order unless the law or competent authority imposes any change to them.
18. Information on the website
Although ETFOR - Empresa Têxtil S.A. takes great care with its site, the information, texts, graphic documents, films, music and/or other services may contain errors or be incomplete or incorrect.
ETFOR - Empresa Têxtil S.A. cannot be held liable for any damage resulting from the use (or inability to use) the site, including damage caused by viruses or any inaccuracy or imperfection of the information unless such damage is the result of intent or negligence on the part of ETFOR - Empresa Têxtil S.A.
19. Trademarks and copyright of the site
All brand names, product names and titles used on the site are trademarks or registered names of ETFOR - Empresa Têxtil S.A. or trademarks and registered names of other holders.
Visitors to the site are not authorised to use or reproduce any of these trademarks or registered names as this violates the owners' rights.
Everything concerning the design, texts, documents, films, music and/or other services on the site, its selection and organisation, as well as all the software compilation (including applets) and all the other materials of the site, are the property of ETFOR - Empresa Têxtil S.A. and its suppliers.
Visitors are only permitted to electronically copy and print portions of the site if this is necessary to place an order on the site or to use the site as a source for purchasing.
Visitors are not authorised to make any other use of the site or the information and materials contained therein, including reproduction for purposes other than those mentioned above or its modification, distribution or republication.
If visitors intend to use information or materials from the site, they must get prior written authorisation from ETFOR - Empresa Têxtil S.A.
20. General conditions of the e-gift
E-gifts purchased or issued through our online shop are for exclusive use at www.playupstore.com.
Once an e-gift is purchased or issued, it cannot be converted into cash or refunded by any other payment type (bank transfer, VISA/MASTERCARD or Paypal).
If you have selected the e-gift refund method in your return, it will be sent to the email address in your order as soon as we validate the conformity of your item after receipt in our warehouse.
This e-gift, generated as part of a return, is not convertible into cash or the means of payment used by the customer in the original order.
Reversals of orders paid with e-gift will always be returned by the same method, i.e. e-gift.
An e-gift can be used on purchases worth more or less than your balance. If the value of your purchase is higher, you will be asked to pay the remaining amount. If the amount of your purchase is less, your e-gift code keeps the excess amount on balance. Your e-gift can be used for as long as you have a balance.
You can use more than one e-gift in the same order.
You can check the balance of your e-gifts by going to the Client Area, selecting the Profile tab and choosing the "E-Gift Balance" option.
The purchase of e-gifts cannot be accumulated with campaigns, discounts or promotions.
E-gifts are valid in any article and can be accumulated with campaigns, discounts, and promotions.
The use of e-gifts is only allowed to registered customers.
Tax-free shipping is possible for a minimum order of €50 plus VAT, and the customer has 2 months to place the order. The order's billing address is always the delivery address of the order (i.e. EU).
To enable us to send you your tax-free document, please follow these steps:
1. Download the invoice
2. Go to customs with the invoice and fill in the tax-free form
3. The 2 documents must be stamped and validated by customs
4. Send the following physical documents to the headquarters of ETFOR - Empresa Têxtil S.A. (the client must keep proof of sending the documents):
Stamped tax-free form
Photocopy of passport
Bank account number for the refund
Address of ETFOR - Empresa Têxtil S.A.:
Avenida Margarida Queirós nº301, 4740-438 Esposende – Portugal