Statutory guarantee and after-sales service

This Statutory Guarantee and After-Sales Service Policy sets out the principles and procedures governing the assistance provided by DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A., hereinafter referred to as “Decorpita”, in connection with goods sold by Decorpita and services associated with their supply.

This Policy applies, in particular, to:

a) Building materials;

b) Floor and wall coverings;

c) Sanitary equipment;

d) Taps, accessories and technical equipment;

e) Furniture;

f) Kitchens and wardrobes;

g) Worktops and surfaces;

h) Household appliances;

i) Customised and made-to-measure goods;

j) Delivery, assembly and installation services contracted from Decorpita.

 

This Policy applies without prejudice to:

a) The terms specifically set out in the relevant Quotation or contract;

b) Decorpita’s General Terms and Conditions of Sale;

c) The Special Terms applicable to the Kitchen Division, where relevant;

d) Any commercial warranties provided by manufacturers;

e) Mandatory statutory Consumer rights.

DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A.

Registered office:
Estrada do Casal da Coxa, no. 2
2600-056 Rondulha
Vila Franca de Xira
Portugal

Corporate and taxpayer identification number: 503 150 541
Telephone: +351 263 287 320
Email: geral@decorpita.pt
Website: https://decorpita.pt

Full corporate details are available in the Legal Notice and Corporate Information.

For the purposes of this Policy, a Consumer is a natural person purchasing goods or services for purposes outside that person’s trade, business, craft or profession.

The specific statutory rights under Portuguese consumer sales legislation apply to relationships between Decorpita and Consumers.

For companies, resellers, contractors, property developers, architects, designers, installers and other Business Customers, the following will apply:

a) The terms specifically agreed;

b) Any applicable commercial warranties;

c) Decorpita’s General Terms and Conditions of Sale;

d) The Portuguese Civil Code and other applicable legislation.

 

Portuguese Decree-Law no. 84/2021 applies to contracts between traders and Consumers, including contracts for goods to be manufactured or produced and goods supplied under works or service contracts.

4.1. Statutory warranty of conformity

The statutory conformity guarantee arises directly under the law and makes Decorpita, as seller, responsible for any lack of conformity affecting goods covered by the relevant statutory regime.

The statutory guarantee does not depend on:

a) A manufacturer issuing a warranty certificate;

b) Product registration on a website;

c) The existence of an additional commercial warranty;

d) Acceptance of any terms intended to restrict mandatory Consumer rights.

 

4.2. 4.2. Commercial warranty

A commercial warranty is an additional commitment provided by Decorpita, the manufacturer or another entity beyond the rights granted under the statutory guarantee.

A commercial warranty may provide additional terms, benefits or periods but does not replace, restrict or otherwise affect statutory Consumer rights.

Where a commercial warranty is provided, its terms must be made available in writing or on another durable medium and clearly identify the guarantor, the subject matter, the benefits granted, the applicable periods, the procedure and any charges.

Goods supplied by Decorpita must, where applicable:

a) Correspond to the agreed description, type, quantity and quality;

b) Have the agreed characteristics, functionality and compatibility;

c) Be suitable for any specific purpose expressly accepted by Decorpita;

d) Be suitable for the normal use of goods of the same type;

e) Correspond to any sample or model presented before the contract was concluded;

f) Be supplied with the accessories, packaging, instructions and items required under the contract;

g) Have the durability, safety and characteristics normally expected of goods of the same type;

h) Correspond to relevant public statements made in advertising, labelling or manufacturer documentation, subject to applicable law.

 

A particular characteristic will not constitute a lack of conformity where the Consumer was clearly informed before contracting that it departed from the normally applicable requirements and separately and expressly accepted that departure.

For Consumer contracts, Decorpita is responsible for a lack of conformity affecting new movable goods that becomes apparent within three years from delivery.

The guarantee period is suspended from the date on which the lack of conformity is reported until conformity has been restored and the goods have been made available to the Consumer.

A lack of conformity should be reported by letter, email or another method capable of being evidenced. Although the current legislation does not impose a separate two-month reporting period after discovery, Consumers are advised to report the matter as soon as reasonably possible.

Goods made to the Consumer’s specifications or clearly personalised remain covered by the statutory conformity guarantee.

Such goods include:

a) Made-to-measure kitchens;

b) Customised wardrobes;

c) Furniture configured for a particular space;

d) Cut, drilled or machined worktops;

e) Goods produced in specific dimensions or finishes;

f) Other elements manufactured in accordance with an approved Project.

 

The possible exclusion of such goods from the statutory right of withdrawal in distance or off-premises contracts does not remove the Consumer’s rights in respect of defects, lack of conformity, incorrect supply or incorrect installation.

A lack of conformity becoming apparent during the first two years following delivery is presumed to have existed at the time of delivery, unless that presumption is incompatible with the nature of the goods or the particular lack of conformity.

After that period, the Consumer may be required to demonstrate that the lack of conformity existed at the date of delivery.

Where a lack of conformity becomes apparent within the first 30 days following delivery, the Consumer may request:

a) Immediate replacement of the goods; or

b) Termination of the contract.

This right is subject to the applicable statutory requirements and does not cover issues caused by misuse, accidents or events occurring after delivery that are attributable to the Consumer or a third party.

In the event of a lack of conformity, the Consumer is entitled to:

a) Restoration of conformity through repair or replacement;

b) A proportionate reduction in price; or

c) Termination of the contract.

The Consumer may initially choose between repair and replacement unless the chosen remedy:

a) Is impossible; or

b) Would impose disproportionate costs on Decorpita compared with the alternative remedy, taking into account the value of the goods, the significance of the lack of conformity and the inconvenience caused to the Consumer.

 

A price reduction or termination may be available where, in particular:

a) Repair or replacement has not been completed;

b) Decorpita has lawfully refused repair or replacement because it is impossible or disproportionate;

c) The lack of conformity reappears;

d) A further lack of conformity occurs;

e) The seriousness of the matter justifies an immediate remedy;

f) It is evident that conformity will not be restored within a reasonable period or without significant inconvenience to the Consumer.

 

The Consumer is not entitled to terminate the contract where Decorpita demonstrates that the lack of conformity is minor.

Repair or replacement will be carried out:

a) Free of charge;

b) Within a reasonable period;

c) Without significant inconvenience to the Consumer;

d) Taking into account the nature of the goods and their intended purpose.

 

The free-of-charge requirement includes the costs necessary to restore conformity, including, where applicable:

a) Transport;

b) Collection and return;

c) Labour;

d) Materials;

e) Parts;

f) Removal and reinstallation.

 

Repair or replacement should not normally exceed 30 days, unless a longer period is justified by the nature or complexity of the goods, the seriousness of the lack of conformity or the work required.

Where repair or replacement requires the removal of goods installed in a manner consistent with their nature and purpose before the lack of conformity became apparent, Decorpita will, subject to applicable law, cover:

a) Removal of the non-conforming goods;

b) Repair or replacement;

c) Reinstallation of the repaired or replacement goods;

d) The costs necessary for those operations.

 

This applies where installation forms part of the contract or was performed by Decorpita or under its responsibility.

A lack of conformity exists where it results from incorrect installation:

a) Performed by Decorpita;

b) Performed by personnel or a service provider acting under Decorpita’s responsibility;

c) Performed by the Consumer where the error results from inadequate installation instructions supplied with the goods.

 

Decorpita will not be responsible for installations or alterations carried out by independent third parties unless Decorpita contractually assumed responsibility for coordinating or performing the relevant work.

Where goods are repaired under the statutory guarantee, they benefit from an additional guarantee period of six months for each repair, up to a maximum of four repairs.

Decorpita will provide a repair record stating, where applicable:

a) The issue reported;

b) The work performed;

c) The parts replaced;

d) The intervention date;

e) The date on which the goods were returned.

 

Where goods are replaced, the replacement goods benefit from a new statutory guarantee period commencing on delivery. The Consumer may not be charged for the normal use of the replaced goods.

Where the statutory conditions for a price reduction are met, the reduction will be proportionate to the reduction in value of the goods received compared with the value they would have had if they were in conformity.

The assessment may take into account:

a) The nature of the lack of conformity;

b) Its seriousness;

c) Its effect on use;

d) Whether it can be remedied;

e) The actual reduction in value.

Where the Consumer is entitled to terminate the contract, the decision must be communicated to Decorpita through an unequivocal statement by email, letter or another method capable of being evidenced.

Subject to applicable law, Decorpita will reimburse the relevant payments, including applicable delivery costs, within 14 days from the date on which it is informed of the termination.

Decorpita may withhold reimbursement until the goods have been returned or the Consumer provides evidence of dispatch, unless Decorpita is responsible for collecting the goods.

Where termination requires the removal of installed goods, that removal will be carried out free of charge in accordance with applicable law.

Certain goods, including household appliances, taps, sanitary equipment and other technical products, may benefit from commercial warranties provided by their manufacturers.

Assistance may be provided:

a) Directly by Decorpita;

b) By the manufacturer;

c) By the brand representative;

d) By an authorised technical service centre.

 

The involvement of a manufacturer or authorised service centre does not remove or reduce Decorpita’s statutory responsibility as seller towards the Consumer.

Where possible, Decorpita will provide the Customer with the information required to contact the competent technical service and will follow up the matter where required by its contractual or statutory obligations.

Without prejudice to the Consumer’s rights against Decorpita, the Consumer may, subject to applicable statutory conditions, request repair or replacement directly from the producer.

The producer may refuse the remedy where it is impossible or disproportionate or where another statutory exception applies.

The producer is generally required to make parts necessary for repair available for 10 years after the final unit of the relevant goods has been placed on the market, without prejudice to specific European rules applying to certain product categories.

Decorpita will seek to assist Customers in identifying and obtaining parts where they are made available by the manufacturer or its representative.

The statutory obligation to produce and make parts available rests with the producer and does not mean that all parts must be permanently held in stock at Decorpita’s premises.

Guarantee and after-sales requests should be submitted to:

Email: posvenda@decorpita.pt
Recommended subject line: Guarantee / After-Sales Service

Requests may also be submitted at a Decorpita establishment.

Where possible, the request should include:

a) Customer name;

b) Telephone number and email address;

c) Quotation, Order or invoice number;

d) Proof of purchase;

e) Product identification;

f) Brand, model and serial number, where applicable;

g) The location of the goods;

h) A clear description of the issue;

i) The date on which the issue was identified;

j) Relevant photographs or videos;

k) Information concerning previous interventions;

l) Availability for inspection or assistance.

 

Customers should not provide passwords, banking access codes, full identification documents or any other information that is not required to handle the request.

Decorpita may request the following to identify the transaction and the goods supplied:

a) Invoice;

b) Invoice-receipt;

c) Receipt;

d) Order confirmation;

e) Customer number;

f) Other evidence demonstrating that the goods were purchased from Decorpita.

 

The absence of the original document will not necessarily prevent assessment where the purchase can be demonstrated through another appropriate method.

After receiving a request, Decorpita may:

a) Confirm the Order details;

b) Request further information;

c) Request photographs, videos or measurements;

d) Review technical documentation;

e) Contact the manufacturer or supplier;

f) Ask for the goods to be made available;

g) Arrange a visit or inspection;

h) Refer the request to an authorised technical service provider.

 

The collection of information or performance of an inspection does not, in itself, constitute acknowledgement of a lack of conformity or liability.

The Customer must provide reasonable access to the goods or the site for:

a) Inspection;

b) Diagnosis;

c) Collection;

d) Repair;

e) Replacement;

f) Verification of installation conditions;

g) Confirmation that the intervention has been completed.

 

Where inspection or intervention cannot be carried out for a reason attributable to the Customer, the applicable periods will be suspended while access is unavailable.

For kitchens, furniture, worktops, built-in appliances, wall or floor coverings and other large or installed goods, Decorpita will assess the technically appropriate method for:

a) Inspecting the issue;

b) Protecting the site;

c) Removing the affected component;

d) Repairing or replacing it;

e) Reinstalling the product;

f) Coordinating the intervention with manufacturers and service providers.

 

The Customer should not remove, alter or permit third-party intervention before inspection where this could prevent diagnosis or worsen the issue, except where urgent action is required to prevent further damage.

For household appliances and technical equipment, the following information may be required:

a) Brand;

b) Model;

c) Serial number;

d) Error code;

e) Installation date;

f) Photographs or videos;

g) Description of the existing connections;

h) Information concerning tests already performed.

 

Technical assistance may be provided by an authorised service provider appointed by the relevant brand.

Where the appliance was sold by Decorpita, referral to the manufacturer’s technical service does not affect the Consumer’s rights against Decorpita as seller.

Where equipment was supplied directly by the Customer, Decorpita does not provide the product warranty but remains responsible for any installation service contracted from and performed by Decorpita.

Wood, natural stone, marble, granite and other natural or natural-effect materials may display variations in:

a) Shade;

b) Colour;

c) Veining;

d) Pattern;

e) Texture;

f) Porosity;

g) Gloss;

h) Dimensions or finish.

 

Such variations do not, in themselves, constitute a lack of conformity where they:

a) Correspond to the normal and reasonably expected characteristics of the material;

b) Do not conflict with the contractual description;

c) Do not differ abnormally from the approved sample or model;

d) Do not affect the agreed use, safety or performance.

 

Where a difference exceeds reasonably expected natural variation or conflicts with a specifically agreed characteristic, the matter will be assessed as a possible lack of conformity.

Without prejudice to mandatory Consumer rights, guarantee coverage may not apply to issues arising exclusively from:

a) Improper or negligent use;

b) Use contrary to instructions;

c) Failure to clean or maintain the product;

d) Normal wear and tear;

e) Accidents, drops, impacts or excessive loads;

f) Water ingress or leaks;

g) Excessive humidity;

h) Exposure to heat, steam or unsuitable temperatures;

i) Incompatible chemical, abrasive or cleaning products;

j) Damage caused by animals or pests;

k) Unauthorised intervention, alteration or repair;

l) Installation or connections performed by third parties;

m) Defects or failures affecting water, electrical, drainage or gas systems;

n) Pre-existing defects affecting the property;

o) Insufficient ventilation;

p) Environmental conditions incompatible with the product;

q) Natural variations inherent in the materials;

r) Failure to install operating or security updates after the Consumer has been properly informed.

 

Any exclusion will only apply where there is a demonstrable causal connection between the identified circumstance and the reported issue.

Normal wear resulting from ordinary use does not, in itself, constitute a lack of conformity.

Customers must comply with:

a) Operating instructions;

b) Cleaning recommendations;

c) Maintenance plans;

d) Load limitations;

e) Specified environmental conditions;

f) Manufacturer guidance.

 

Failure to maintain the goods may only justify an exclusion where it caused or directly contributed to the reported issue.

Decorpita may not be responsible for damage caused exclusively by:

a) Repairs performed by unauthorised persons;

b) Product alterations;

c) Incorrect removal or dismantling;

d) Incorrect connections;

e) Unapproved adaptations;

f) Subsequent intervention by third parties;

g) Incompatible parts or components.

 

Third-party intervention does not automatically invalidate the entire guarantee. Any exclusion will depend on a connection between the intervention and the reported issue.

Where an issue is not covered by the statutory guarantee or a commercial warranty, Decorpita may, where technically possible:

a) Provide a repair Quotation;

b) Request a Quotation from the manufacturer or authorised service provider;

c) Supply or order parts;

d) Arrange a chargeable intervention;

e) Inform the Customer that repair is technically or economically impracticable.

 

No chargeable work will be carried out without the Customer being informed of and accepting the applicable costs.

Decorpita will seek to acknowledge the request and begin its assessment as soon as reasonably possible.

Completion times will depend on:

a) The nature of the issue;

b) Whether an inspection is required;

c) Customer availability;

d) Parts availability;

e) The involvement of manufacturers or authorised service providers;

f) The need to produce made-to-measure elements;

g) The complexity of removal and reinstallation.

 

For repair or replacement under the statutory guarantee for movable goods, the applicable reasonable period will be observed and should not normally exceed 30 days unless a longer period is justified by the nature and complexity of the goods or intervention.

Following repair, replacement or another intervention, a document may be issued stating:

a) Request identification;

b) Intervention date;

c) Diagnosis;

d) Work performed;

e) Parts replaced;

f) Use or maintenance recommendations;

g) Outstanding items;

h) Confirmation of delivery or completion.

 

The Customer should report any issue relating to the intervention as soon as it is identified.

Personal data provided in connection with guarantee and after-sales requests will be processed to:

1. a) Identify the Customer and Order;
2. b) Receive and assess the request;
3. c) Contact the Customer;
4. d) Arrange visits and interventions;
5. e) Contact manufacturers, suppliers, carriers or installers;
6. f) Comply with statutory and contractual obligations;
7. g) Establish, exercise or defend legal rights.

Further information is available in Decorpita’s Privacy and Data Protection Policy.

Complaints may be submitted through:

Email: posvenda@decorpita.pt
Telephone: +351 263 287 320

Consumers may also use:

a) The physical Portuguese Complaints Book;

b) The Portuguese Electronic Complaints Book;

c) Legally competent alternative consumer dispute resolution entities;

d) The courts.

 

Full information is available under Consumer Information, Complaints and Dispute Resolution.

Decorpita may amend this Policy as a result of:

a) Legislative or regulatory changes;

b) Changes to internal procedures;

c) The introduction of new products or services;

d) Changes to manufacturer conditions;

e) Changes to assistance channels;

f) Organisational or operational changes.

 

The version applicable to a particular supply will be the version communicated or in force on the relevant date, without prejudice to subsequent mandatory or more favourable statutory changes.

This Policy shall be interpreted in accordance with:

a) Portuguese Decree-Law no. 84/2021 of 18 October;

b) Portuguese Law no. 24/96 of 31 July;

c) The Portuguese Civil Code;

d) Any other applicable Portuguese and European legislation.

Enquiries concerning guarantees and after-sales service may be submitted to:

DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A.

Email: geral@decorpita.pt
Telephone: +351 263 287 320
Website: https://decorpita.pt

Last updated: 01.09.2026
Version: 1.0