1. INTRODUCTION
This document sets out the General Terms and Conditions of Sale of the products sold by SG FOAM SOLUTIONS, LDA, via its website (www.sorna.pt) and applies to all persons (hereafter referred to as the user customer) who wish to make purchases via this website.
We ask that before proceeding to purchase a product through this Website, the customer user carefully read the entire content of these general terms of sale and our privacy policy, which forms an integral part of these terms and which the customer/user must consult to learn more about the collection and use of data and information about him/her.
By accessing and using this Website or by placing an order and/or making a purchase through this Website, you agree to be bound by these terms and conditions.
SG FOAM SOLUTIONS, LDA reserves the right, at any time and without prior notice to the Client/User, to modify these terms and conditions, as well as to change, suspend or discontinue any of the Website's functions, including the hours of operation, accessibility of the Website, the availability of any product or function, as well as to change any of the legal texts that are displayed on this web page in order to bring them into line with the legislation in force at any given time and with normal market practice.
As these conditions may be changed, it is the responsibility of the Client/User to read them whenever he/she accesses this WEBSITE, since the conditions in force at the time of using the website or entering into the contract (as defined below) are those that will be applicable.
If the Client/User does not agree with the terms and conditions as well as the privacy policy, he/she should not purchase or use this site.
If you have any questions regarding the terms and conditions or privacy policy you should contact us at the following email address apoio@sorna.pt.
2. OUR DATA
This web page www.sorna.pt belongs to SG FOAM SOLUTIONS, LDA, a private limited company, headquartered at Avenida das Ferragens, No. 700, Parque Empresarial do casarão, 3750 - 860, Borralha, the Parish Union of Águeda/Borralha, municipality Águeda, District of Aveiro, registered in the Commercial Register Conservatory of Águeda, under the number 502.670.576, which is also the identification number of legal person, with a capital stock of € (19,952.00euros),
Contact data:
Website: www.sorna.pt
Email: apoio@sorna.pt
Address: Avenida das Ferragens, 700 - Parque Empresarial do Casarão, 3750-860 Borralha
3. YOUR DATA AND YOUR VISITS TO THIS WEBSITE
The information or data provided by Customers / Users will be treated in accordance with the provisions of the Privacy Policy, which is visible and available for consultation on this site.
The applicable legislation requires that part of the information or notifications that SG FOAM SOLUTIONS, LDA sends must be in writing.
By using this site, the Client User accepts and consents to notifications/communications from and with SG FOAM SOLUTIONS, LDA being made in electronic form. Thus, SG FOAM SOLUTIONS, LDA will contact the Client by email, either to the address that the Client indicates in the purchasing process, or via notices on this Website, or by SMS or telephone.
Notifications from the Client/User must be sent to SG FOAM SOLUTIONS, LDA, preferably via the contact form on the Website and/or via email - apoio@sorna.pt. Notifications shall be deemed to have been received and correctly made, at the very moment when the Client/User enters our WEB page or 24 (twenty-four) hours after an email is sent.
For contractual purposes, the Client/User agrees that all agreements, notices, disclosures and other communications that SG FOAM SOLUTIONS, LDA provides electronically satisfy all legal requirements for written communications.
With regard to the processing of the Client/User's personal data, SG FOAM SOLUTIONS, LDA, observes all the Community and national legal standards applicable in this case.
Thus,
SG FOAM SOLUTIONS, LDA collects and processes personal data exclusively for the purposes of using, registering and managing the purchases made and for the purpose of communicating the products and services offered by it, the legitimacy of the processing of personal data being based, depending on the case, on the contractual relationship, on the consent of the data subjects or on the pursuit of legitimate interests.
The personal data processed in the context of the online sales of SG FOAM SOLUTIONS, LDA will be kept for the period necessary for the purposes of the processing, in compliance with the legal time limits, and it is possible for Clients/Users to request, at any time, the withdrawal of consent, the opposition or limitation of processing, the respective payment or to exercise any other right to data protection.
The personal data of Clients are processed exclusively by SG FOAM SOLUTIONS, LDA, and will not be communicated to third parties.
SG FOAM SOLUTIONS, LDA facilitates the exercise of rights by Clients using this website for online sales with regard to the protection of personal data. In addition to always being able to lodge a complaint with the respective supervisory authority, for any information or the exercise of any type of data protection rights, particularly the rights of information, access, rectification, opposition, limitation of processing or erasure, the data subjects may contact apoio@sorna.pt, describing the subject of the request and indicating an e-mail address, a telephone contact address or a mailing address for a reply.
4. USE OF OUR WEBSITE
- If you are under sixteen (16) years of age, do not use or access this website.
The user customer when placing an order through this website declares and will have to prove, if necessary, that he/she is of legal age and or has the legal capacity to enter into contracts. Therefore, only persons with the necessary legal capacity to enter into contracts regarding the type of goods and services offered on this website may place orders on this website.
If you purchase a product through this Website on behalf of another person, entity or organization, you assume and warrant that you have the right and capacity to represent and bind that other person, entity or organization to these terms.
- You may only order or purchase from the Website if you are a consumer and not a reseller.
The Customer/User by using our Website and/or ordering/purchasing through the Website further agrees to:
Use this page only for legal queries or orders - if it can be considered that the order is not for legal purposes, SG FOAM - SOLUTIONS, LDA, is authorized to cancel it and inform the competent authorities.
Provide the data necessary for the processing of the order, namely e-mail address, postal address and/or other contact and payment data in a true and accurate manner, authorizing their processing. You also consent to the use of the information provided to contact you (if necessary, please see our Privacy Policy). If you do not provide us with all the information we need, we will not be able to process your request.
By placing an order through the WEB page www.sorna.pt, you warrant that you are fully authorized to use your credit or debit card or current account or similar, if you choose to use this payment method, and that you are authorized to use the payment method called MBWay.
5. CONCLUSION OF THE CONTRACT AND PURCHASE PROCESS
To place an order and consequently purchase the products contained in this website, you must follow the online purchasing procedure established on this page, and for this purpose the Customer/User must read and accept these Terms and Conditions of Purchase.
Purchases through this WEB page work as follows:
A) Registration as User
The customer/user will have to register on the platform, through the registration form existing there, filling in all the personal data required and identified as compulsory.
B) Product Selection
After registering, the user customer must select the products he wishes to purchase.
Once selected, they should add them to the shopping cart by pressing the button "ADD TO CART".
After the product has been added to the cart, the user customer will have the ability to continue shopping or go to the cart where the products you want to buy are indicated and make changes as needed.
After completing the selection of products and/or services you wish to buy and being in the shopping cart, the user will be presented with the selected products, the number of units and the price, along with other information of interest.
C) Shopping Cart Validation
The user customer should validate his shopping cart by pressing one of the buttons to "COMPLETE ORDER", choosing, in addition, if he wants to "DELIVER TO THE DOMICILE" or "COLLECT IN THE COMPANY".
D) Execution of the Order
After placing the order, the user customer should indicate to SG FOAM SOLUTIONS, LDA the method of payment and shipping of the products, where the shipping costs will be indicated.
E) Purchase Confirmation
By checking the details of your order and verifying that they are the same as you want, the Customer/User will be obliged to declare that he has read and accepted these terms and the Privacy Policy. This prerequisite needs to be met in order for your proposed purchase of the products to be sent to SG FOAM SOLUTIONS, LDA.
After placing your order SG FOAM SOLUTIONS, LDA will send you an order confirmation email with your order number and with the details of the products you have proposed to purchase together with another email which will have the details of any delivery services.
The Order Confirmation will be effective from the moment it is sent, with the customer user guaranteeing that the information he has provided in his request or order is accurate and complete.
You will be able to view and/or download the invoice in the "My Orders" area.
The Order Confirmation and the Proof of Purchase will not be valid as an invoice, which will be sent to the Customer/User later through ----- and/or with the order.
6. GENERAL INFORMATION ABOUT THE PRODUCTS
SG FOAM SOLUTIONS, LDA publishes on its website all the information relating to the product being sold, such as all the essential characteristics with technical descriptions and photographs illustrating the products.
The photographs illustrating the products are not contractual and do not replace any commitment on the part of SG FOAM SOLUTIONS, LDA, and the colors may change, depending on the fabrics used and on the monitor on which they are viewed, and may also undergo variations in tone and contrast due to the lighting conditions in which they were made. SG FOAM SOLUTIONS, LDA is not responsible for these variations and deviations. The Client/User shall have no rights derived from typing errors, product descriptions or other manifest errors on the Website.
SG FOAM SOLUTIONS, LDA reserves the right to remove any product from this Website at any time and to remove or modify any material or content therein.
SG FOAM SOLUTIONS, LDA shall not be liable to you or to any third party for withdrawing any product from this website, whether or not such product has been sold, or withdrawing or modifying any material or content of the website
8. AVAILABILITY OF PRODUCTS
SG FOAM SOLUTIONS, LDA reserves the right to refuse to accept a specific order at any time without having to give any reason and without any contractual or extra-contractual liability to the customer/user or any third party. If you do not confirm acceptance of your order within fifteen working days, your order is deemed to have been refused. We may always, and without any justification or prior notice, choose not to accept your order. Following cancellation, SG FOAM SOLUTIONS, LDA will only refund the amounts paid by you for the products ordered.
Nevertheless, all orders for products will always be subject to availability and there may be times when we are unable to supply such products due, for example, to the fact that
- such products are no longer manufactured or available, or it is impossible for us to source relevant components;
- it has not been possible to obtain authorisation of payment from the Customer/User;
- there are shipping restrictions on the product;
- The product shown on the Website contains manifest error, either because they are incorrectly priced or described or incorrectly displayed;
- The order cannot be processed for technical reasons;
- There is suspicion that an order has been placed with the assistance or involvement of any software, robot, crawler, spider or other automated means or device.
In the event of non-acceptance by SG FOAM SOLUTIONS, LDA of an order or part of an order, SG FOAM SOLUTIONS, LDA reserves the right to cancel the order without SG FOAM SOLUTIONS, LDA incurring any liability whatsoever either to the Client/User or to any third party, i.e. SG FOAM SOLUTIONS, LDA has the right to cancel any and all orders after the conclusion of the contract for the purchase of the products, thereby terminating the contract for the reasons stated above.
Following the cancellation of the sales contract, SG FOAM SOLUTIONS, LDA will refund the amount paid for the cancelled order or part of it.
The refund of these amounts shall be the limit of SG FOAM SOLUTIONS, LDA's liability towards the Client/User.
7. RETENTION OF TITLE
All Products shall remain the property of SG FOAM SOLUTIONS, LDA until the Customer/User has paid all amounts due to us under any contract or agreement entered into with SG FOAM SOLUTIONS, LDA, including payment of costs associated with earlier or later deliveries or partial deliveries. The Customer/User may not sell, dispose of or encumber any Product until the right of ownership has been fully transferred to you.
8. DELIVERY
SG FOAM SOLUTIONS, LDA will arrange for the delivery of the products ordered on this website, which will be made in good condition, to the first door of the building and which corresponds to the address indicated by the customer/user on the order form. The address must correspond to a home or office address, and may not correspond to a post office box or public places, such as the public highway, squares, stations, airports or similar.
In addition to those, deliveries will not be made to places that are difficult to access, such as construction sites or farms off the road, or to upper floors that are not easily accessible.
The delivery of products will only be made on working days from Monday to Friday, and SG FOAM SOLUTIONS, LDA will only deliver products within the Portuguese territory.
The carrier does not make deliveries by appointment.
The delivery period will begin the day after confirmation of payment of the order. In case of payment by bank transfer, delivery times will start from the day following the day when the money transfer is reflected in the accounts of SG FOAM SOLUTIONS, LDA.
Delivery will be made within a maximum of 30 (thirty) days if the items are available in stock. In special promotions, such as sales and/or free shipping, there may be delays in the delivery of orders.
SG FOAM SOLUTIONS, LDA, is not responsible for delays that occur due to circumstances beyond its control. If the delivery of products is delayed due to an event beyond the control of SG FOAM SOLUTIONS, LDA, the latter will contact the Customer/User as soon as possible to inform him/her and take measures to minimize the effect of the delay. If there is a risk of a delay in delivery, the Customer/User may contact us to terminate the contract and receive a refund for any product paid for but not received.
Nevertheless, delays or impossibilities may occur due to unforeseen circumstances or events beyond the control of SG FOAM SOLUTIONS, LDA and the contracted transport services, such as and by way of example, strike, blockage, official intervention, lack of power and raw materials, transport failures, operational failures, for example due to fire, water or machine damage, or any obstacles not objectively considered by SG FOAM SOLUTIONS, LDA that affect delivery), in which cases delivery times may be extended. The Customer/User will be informed immediately of any obstacle causing a delay, and may, if desired, terminate the contract and receive a refund for any product paid for but not received.
The goods may only be held in our warehouses for a maximum of thirty (30) days from the usual delivery date. After the expiration of this period, the storage of such goods will incur an additional monthly charge of 10% of the order value.
Likewise, if the person in charge of receiving the goods is not at the delivery address on the date and time agreed upon with the transport agency, the expenses incurred for the return of the goods and their subsequent delivery will be borne by the customer.
For the purposes of these Conditions, "delivery" shall be deemed to have taken place or the product(s) have been "delivered" upon signing for receipt of the same.
In any event, the order shall be deemed fulfilled and delivered at the time of signing for receipt of the same at the agreed delivery address.
9. TRANSFER OF RISK AND OWNERSHIP OF THE PRODUCTS
The risks of accidental loss, or accidental deterioration of the products sold shall be borne by the Customer/User from the moment of delivery. This applies whether or not the products are insured. The transfer of risk occurs even if acceptance by the Customer/User is delayed.
The Customer/User is requested to check the delivered product for completeness, visible and obvious defects or transport damage and, if this is the case, to notify SG FOAM SOLUTIONS, LDA as soon as possible. In this case, your warranty claims will remain unaffected.
In the unlikely event that SG FOAM SOLUTIONS, LDA, after conclusion of the contract for the purchase and sale of the Products, fails to deliver your order (or part of it) and SG FOAM SOLUTIONS, LDA is not responsible for this situation, SG FOAM SOLUTIONS, LDA has the right to terminate the contract for the purchase and sale of the Products in question. In such a case, we will inform the Customer/User as soon as reasonably practicable and refund any payments made.
According to European regulations, SG FOAM SOLUTIONS, LDA is obliged to provide access to its Website and to allow the purchase of any Product to any individual or entity regardless of their nationality, residence address or headquarters. However, SG FOAM SOLUTIONS, LDA is not obliged to make deliveries outside the Portuguese territory. The consumer is fully responsible for arranging transport and for all costs involved in case of purchase of a Product to be delivered outside the Portuguese territory.
10. PRICE AND PAYMENT
All products offered on this website have the final price of the product associated, as well as, if applicable, any discounts that may be applicable to such purchase.
The sale prices indicated on the website are always presented in euros.
Value Added Tax, as well as any other tax that may be applicable, being in force and legally applicable at that time, is included in these prices.
The prices on this website do not include shipping costs, which will be added at the end of the purchase process to the total amount due.
The SG FOAM SOLUTIONS, LDA website expressly reserves the right to modify prices at any time, without prior notice. Nevertheless, the rates in force indicated on the website at the time of execution of the respective order will apply.
The Client/User has the following payment options available to him/her:
(a) Credit Card: You may pay by credit card securely on our Website. We accept Visa and MasterCard. Your credit card data is encrypted using a secure SSL method so that payment can be made online in real time via the PAYONE GmbH payment gateway.
b) PayPal: You may choose PayPal to pay for your purchases. PayPal is another secure payment method present on our Website so that the payment is made online, in real time, through Paypal's payment gateway, once verified that the data transmitted by the user is correct. Confidential data (credit card number, expiry date and CVV) are not sent to the SG FOAM SOLUTIONS, LDA Matratzen server. They are transmitted directly and in encrypted form to the PAYPAL server without SG FOAM SOLUTIONS, LDA Matratzen having access to these data.
d) Multibanco reference: We make it possible for Multibanco network holders to pay invoices from thousands of suppliers, anytime and anywhere, using Multibanco references. This payment method is widely used by the Portuguese due to the convenience and security that this operation offers. To make a payment by Multibanco reference, simply go to an ATM and select "Payments and Other Services" > "Payment of Services" and then enter the Entity, Reference and Amount. We advise you to keep the receipt, since it serves as proof of your payment. On an Automatic Payment Terminal you can also perform this service by selecting "Payment of Services" > "MB Card?" > Entity > Reference > Amount > PIN. Through your Homebanking you can also make a payment by Multibanco reference without having to leave the comfort of your home. Check your bank's site and see if you have this option available.
e) Bank Transfer: As soon as the money transfer is confirmed, we will proceed to send your order. In the case of a bank transfer, we will provide the customer with our bank details in the order confirmation. The invoice amount must be transferred to our account within 10 days. If we do not receive confirmation of payment within this time, we will resell the products and your order will be cancelled. Please note that we only accept payments from accounts within the European Union (EU) and do not assume any costs related to a monetary transaction.
Credit card payments are handled by PAYONE GmbH, Fraunhoferstraße 2-4, 24118 Kiel, Germany - Headquarters: Kiel - Amtsgericht Kiel HRB 6107 - Managing Director Carl Frederic Zitscher, Jan Kanieß - A company of the Sparkassen-Finanzpe Group.
We reserve the right for certain orders not to offer certain payment methods because of the delivery address, a dispute between the delivery and billing location, the value of the order or other factual criteria not explained here. We have the right to determine different payment methods for each order.
Your credit card data will be encrypted to minimize the risk of unauthorized access.
By clicking on "Authorize Payment" you confirm that the credit card you are using is yours, as well as that you are the legitimate owner of the gift card or coupon used.
Credit cards are subject to verification and authorization actions by the card issuer; if the issuer does not authorize the payment, we will not be responsible for delays or failures in delivery, and we will not be able to formalize any Contract with the User.
The Customer/User by placing an order on the Website agrees to receive all invoices, receipts and eventual credits exclusively in electronic format. However, should you require an invoice in physical form (paper), you may request that we send it to you using our form ----------------- to include it when the product is shipped, and you must send such communication as soon as you place your order.
11. RIGHT OF WITHDRAWAL AND RETURNS
I) - RIGHT OF FREE LEGAL RESOLUTION
After receiving the order, the Customer/User has a period of 14 (fourteen) days from the moment he/she has acquired physical possession of the goods, to rescind the contract of sale concluded on the website of SG FOAM SOLUTIONS, LDA.
To exercise this right of withdrawal, you must contact SG FOAM SOLUTIONS, LDA, by sending an email to apoio@sorna.pt. or via our contact form, or by letter to the address of SG FOAM SOLUTIONS, LDA, (located at Avenida das Ferragens, n.º 700, Parque Empresarial do Casarão, 3750 - 860, Borralha) informing us of your decision to withdraw from this Contract with an unequivocal declaration of your wish to withdraw from the contract, together with the details of the purchase document.
To respect the period of free termination of the contract, you only need to send us your communication concerning your exercise of the right of termination before the contract termination period expires.
In case of termination by the Customer/User, we will reimburse all payments received by the Customer/User without undue delay within a maximum period of fourteen (14) calendar days from the date the Customer/User informs us of the decision to terminate this contract.
SG FOAM SOLUTIONS, LDA is not obliged to reimburse the additional costs of delivery when the consumer (Client/User) expressly requests a different and more onerous method of delivery than the commonly accepted and less onerous method proposed by the supplier of the goods.
Notwithstanding the foregoing, we may withhold reimbursement until we receive the goods, or until you provide proof of return of the goods.
We will carry out such refund using the same means of payment as you used for the initial transaction, unless you have expressly provided otherwise; in any event, you will incur no expenses as a result of the refund. We will collect the goods at our own expense.
II) ADDITIONAL GUARANTEE TO THE RIGHT OF FREE WITHDRAWAL. 100 NIGHTS TRIAL PERIOD
The additional guarantee begins its period of validity after the expiry of the statutory right of withdrawal (14 days) and is for an additional eighty-six days. Therefore, you have the right to withdraw from the contract within 100 days of receiving the Products (14 legal days, 86 additional days).
To exercise the right of withdrawal, you should contact SG FOAM SOLUTIONS, LDA by e-mail at apoio@sorna.pt. or by letter to SG FOAM SOLUTIONS, LDA's headquarters address at Avenida das Ferragens, n.º 700, Parque Empresarial do Casarão, 3750 - 860, Borralha, unequivocally expressing your desire to withdraw from the contract. SG FOAM SOLUTIONS, LDA may withhold the refund under the termination of the contract until it has received the returned goods, or until it has been proven that the goods have been shipped; whichever occurs first.
SG FOAM SOLUTIONS, LDA, has implemented a service that allows the customer/user the possibility to try the products supplied for a period of 100 days after receiving them. In this context, it allows the customer/user to return the product purchased within the same period of 100 days and provided that the product is located in Portugal. The return shipping made within the 100-night trial period is free of charge. In this service refunds will be made via the same payment method used for the original payment, however if the customer/user has purchased the Product using a gift code or promotional code, the value of any gift code will not be refunded or credited back if any or all of the merchandise is returned. The products in question must be in donated condition to be eligible for return (e.g., no stains, tears, or other soiling, including odors).
To initiate the return process, the customer/user should contact us via our contact form or access our returns portal and select the products to be returned. The customer/user will be contacted for collection by a charity or a carrier selected by us will collect the products to be returned at the address confirmed by the customer/user. SG FOAM SOLUTIONS, LDA has the right to refuse damaged products with stains and damages that do not meet the parameters of normal use of the Products. The user is not obliged to pack the Product in its original box. The charity or carrier will provide you with a collection slip, which will serve as proof of collection, which you should send to us at apoio@sorna.pt to initiate your refund. In the event that you are not contacted within 48h running time of the return request please contact us at the contact form.
For questions about potential refunds or returns not covered by the 100-Night Trial Policy and Warranty Policy, please contact us at ---------- or via our contact form.
12. DEFECTIVE PRODUCTS
Without prejudice to your right to withdraw, as set out in the previous section, in cases where you consider that, at the time of delivery, the product does not conform to what is stipulated in the contract, you must contact us immediately through the contact form or e-mail (apoio@sorna.pt) providing details of the product, as well as the damage it presents. In some cases we may ask you to send us a photo of the imperfections.
The products supplied by SG FOAM SOLUTIONS, LDA, are of extremely high quality and are only supplied after SG FOAM SOLUTIONS, LDA has made sure that they are in conformity with the contract, either without damage or defects.
If there is damage, which is unlikely to occur, and if the damage is the result of a manufacturing defect or deviation from factory specifications, SG FOAM SOLUTIONS, LDA undertakes to reimburse the full cost of the defective Product.
However, if the problem is caused by reasons unrelated to the quality of the materials or the manufacturing or assembly process, the original Product is returned to the customer.
Further, please be advised that we do not refund Products
obtained from a source other than our Website;
that have been damaged due to abuse or neglect (e.g. exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.); and/or
that have been damaged by misuse or by activities other than their intended purpose.
The life expectancy of any Product depends on the individual using it, the conditions of its use, and the wear patterns characteristic of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life span of the Product are not replaceable.
SG FOAM SOLUTIONS, LDA's Customer Service team is available to assist you with any questions or concerns you may have. Please do not hesitate to contact SG FOAM SOLUTIONS, LDA with your questions and comments. Contact us through the means provided in the Help section of our Website, or by using the contact information provided on the Website.
13. WARRANTY FOR PURCHASED PRODUCTS AND COMPLAINTS
In accordance with the applicable regulations for the protection of consumers and users, SG FOAM SOLUTIONS, LDA is liable for any lack of conformity that becomes apparent within three years of delivery.
Only the above mentioned warranty applies to SG FOAM SOLUTIONS, LDA products and only to those that have been purchased through this website and delivered within the Portuguese territory.
When a defect appears in the first 6 (six) months, it is assumed that the defect existed at the time of purchase or delivery of the product. The same does not apply if it can be proven that the defect was due to a misuse of the product. After the initial 6 (six) months, it is up to the consumer to prove that the lack of conformity existed already at the time of delivery of the Product.
In case of lack of conformity, you must inform us within two months from the moment you became aware of it, using the form below or by sending an e-mail to apoio@sorna.pt indicating your details, the number of your purchase invoice and the detected anomaly. Failure to meet such deadline will not result in the loss of the warranty, but the Customer/User will be responsible for the damages or losses caused by the delay in communication. If there is a manufacturing defect, the owner will be responsible for the return costs, as well as the expenses related to labor and materials.
The mattress warranty applies and is limited to any deformation or sinking of the mattress despite its proper use. In case of deformation, it must be greater than 2.5 centimeters and visible to the naked eye. This does not include standard softening of the mattress after extensive use, and is only considered defective if a permanent indentation is apparent, if there are any cracks in the foam of the mattress, or if the mattress fails to acquire the correct size after unpacking. Our mattresses may have a margin of up to 2 centimeters in the length, width, and depth of the mattress compared to the reference measurements shown. If the mattress has had a reasonable time to acquire its shape and is not within these dimensions, or has damage to the cover, including the zipper, or damage or defects in the stitching, you will be entitled to an exchange of your mattress. The warranty applied to SG FOAM SOLUTIONS, LDA mattresses does not extend to the natural wear and tear of the cover during its period of use.
If the mattress has any of the above flaws within the scope of your warranty, we require photographic evidence that depicts the flaw in question. These should be sent to our customer service by email to apoio@sorna.pt , who will be able to assist in how the fault can be demonstrated through photographic evidence. If there is insufficient evidence that any of the above criteria have been met, we will not be able to exchange the mattress in question.
In the event that the Product is found to be defective, SG FOAM SOLUTIONS, LDA will replace it in accordance with our then current delivery times. If it is necessary to collect your damaged product, SG FOAM SOLUTIONS, LDA will arrange to collect it free of charge and replace it with an identical product. Due to the discontinuity of some products and/or sizes, if the Product is not available in the Portuguese market, SG FOAM SOLUTIONS, LDA will offer a product as identical as possible, within what is available. However, if you go through this process 2 (two) times, with two products exchanged also developing faults within the warranty period, SG FOAM SOLUTIONS, LDA will make a full refund of the purchase price upon collection.
The replacement of the defective product restarts its warranty period.
The Customer/User must submit all order details to verify the legitimacy of the order and process the exchange accordingly. Failure to provide any relevant details, combined with not locating the order in our system, will result in the assumption that the order was not purchased from SG FOAM SOLUTIONS, LDA and SG FOAM SOLUTIONS, LDA will not be responsible for exchanging the item.
The warranty does not cover or extend to normal wear and tear or any condition of the Product resulting from misuse or abuse of the product; standard softening of the mattress foam resulting from regular use; comfort preference after the 100 night Test Period, including firmness preferences and/or heat retention levels; damage caused by mold, odor, mildew, discoloration caused by abnormal care such as liquid spills, inadequate ventilation, or excessive moisture; Products that have been damaged or soiled due to improper use; malfunctions or damage that occurred due to the mattress not being unpacked within a reasonable period of time (up to four weeks after delivery); Products that have been shipped out of Portugal.
For any questions, complaints or requests for information, you can contact us as follows:
- Contact form: by pressing the following link.
- E-mail: apoio@sorna.pt
- Phone:
14. GIFT AND GIFT CODES
SG FOAM SOLUTIONS, LDA may offer consumers "gift codes" or "gift codes" through a variety of promotional activities and communications (collectively referred to as "gift codes") which are redeemable through purchases of Products at www.sorna.pt for as long as the supply of such products is possible as this is subject to merchandise limitations or any other restrictions as may be determined and communicated by SG FOAM SOLUTIONS, LDA. Only valid gift codes provided or promoted by SG FOAM SOLUTIONS, LDA will be accepted at checkout. Codes provided or promoted by third parties not authorized by SG FOAM SOLUTIONS, LDA (including any unauthorized third party websites) will not be considered valid. Each offer code promoted by SG FOAM SOLUTIONS, LDA is non-transferable and valid for one-time use on a Product or Products as determined by SG FOAM SOLUTIONS, LDA.
Offer codes cannot be combined and cannot be used in conjunction with other offers or programs. Offer codes cannot be used to purchase unbranded merchandise, packaging or to pay applicable taxes. For online purchases, the code must be entered in the "Add Promo Code" field at checkout. Offer codes are only valid online. SG FOAM SOLUTIONS, LDA is not responsible for lost, stolen or corrupted codes or any unauthorized use of codes. Gift codes cannot be exchanged for cash or any equivalent; no exchanges or credits are allowed. The Euro value of any gift code will not be refunded or credited back if any or all merchandise is returned. Offer codes may have an expiration date. Offer codes are void if copied, transferred, sold, exchanged, or if they have expired or are prohibited. Orders that do not comply with all applicable offer code requirements will not be accepted.
15. INTELLECTUAL PROPERTY
The Client/User acknowledges and consents that all copyright, trademark and other intellectual property rights in the materials or content that are provided as part of the website are at all times the property of SG FOAM SOLUTIONS, LDA and may only be used in the manner expressly authorized.
Indeed, all the materials on the Site, including the design, text, graphics, photographs and content presented, are the intellectual property owned, controlled or licensed by SG FOAM SOLUTIONS, LDA. It is prohibited to modify, reproduce, duplicate, copy, distribute, sell, resell and otherwise exploit them, whether for commercial purposes or not.
16.CONTENT SUBMITTED BY THE CLIENT/USER
SG FOAM SOLUTIONS, LDA allows its customers/users to submit or post ratings, comments, photos, videos, or similar content or materials on our Website (collectively, "Posts"). We will welcome your Postings, provided that they are appropriate. Postings should not contain content that could be construed as harassing, libelous, defamatory, threatening, or content that in any way violates the legal rights of any person or organization. In addition, Publications should not contain content that is obscene, pornographic, defamatory, profane, or otherwise illegal or indecent.
We reserve the right to decide the inclusion, display and use of the Postings made on our Site. By posting a Review on our Website, you grant SG FOAM SOLUTIONS, LDA an unlimited, assignable, perpetual, royalty-free license to reproduce, distribute, display, transmit, publicly communicate, create derivative works from, use and exploit for any purpose, including promoting and marketing (collectively, "Use"), SG FOAM SOLUTIONS, LDA and its Products. The geographic scope of this use is worldwide. You further grant SG FOAM SOLUTIONS, LDA a free license to Use the name, image, and likeness of any identifiable person in any Opinion posted on our Website.
By posting an Opinion, the Client/User waives any and all rights of publicity, privacy, or any other rights of a similar nature, in addition to any moral rights that may be included in the Opinion. With the exception of the materials provided by SG FOAM SOLUTIONS, LDA through the Website, the user warrants that he is the sole and exclusive owner of the Opinions that he posts on our Website, or that he holds all rights, licenses, authorizations necessary to grant SG FOAM SOLUTIONS, LDA the rights arising from the content present in his Opinions, as provided in these Terms. Furthermore, you warrant that the Opinions you post on our Website do not infringe or violate the rights of any person, entity or organization, including patents held by third parties, copyrights, trademarks, trade secrets, moral rights, publicity rights, privacy rights or rights arising from industrial property or proprietary rights. In addition, such Opinions may not constitute or result in the defamation, libel, or violation of any applicable law or regulation, and may in no event contain content that is obscene, pornographic, contrary to wiretapping laws or other similar restrictions on non-consenting recordings, or that otherwise requires SG FOAM SOLUTIONS, LDA to obtain any type of license or make any type of payment to a third party.
You warrant that you have all legally enforceable rights and permissions necessary to grant SG FOAM SOLUTIONS, LDA the aforementioned rights inherent to your Publication. You further warrant that your Publication does not infringe, misappropriate, or violate any legal rights of any other person, organization or entity.
SG FOAM SOLUTIONS, LDA has no obligation to monitor the Website or the Postings made on the Website. However, SG FOAM SOLUTIONS, LDA reserves the right to retain full control over all elements, aspects and functionalities of the Website, including all Postings, and we have the full right to remove, delete, modify, or otherwise adjust any Posting at any time, for any reason, with or without notice or further obligation to you. If you do not agree to these terms, please do not submit a Publication to our Website.
SG FOAM SOLUTIONS, LDA does not warrant that the content of the Publications on our Site is true, accurate or reliable.
17. LIABILITY
The registered customer/user assumes that his user account is personal and non-transferable, with an access password, which will also be personal, non-transferable, meeting minimum compliance and security requirements. The user customer will be able to modify or recover such password at any time by following the procedure indicated on the web page.
All purchases of products and/or services purchased through this website, after identification and authentication, through the username and password, will be considered as validly made by the Client/User and will be binding. The Customer/User will be solely responsible for purchases made through the website by any third party using his/her username and password.
In case of improper situation of the username and/or passwords, such as theft, loss, or unauthorized access to them, the Client/User must immediately communicate such fact, so that it can be immediately cancelled.
Until SG FOAM SOLUTIONS, LDA has been informed of such facts, SG FOAM SOLUTIONS, LDA is exempt from any liability that may arise from the improper use of the user names or passwords by unauthorized third parties.
SG FOAM SOLUTIONS, LDA is not responsible for and does not guarantee the veracity, accuracy or reliability of the content published by third parties on our Site. You acknowledge and accept that in relying on material posted by third party service providers, you do so at your own risk. By using the Website, you acknowledge and accept the risk of being exposed to content that is objectionable or otherwise inappropriate. SG FOAM SOLUTIONS, LDA may change or suspend any functionality of the Website at any time, including hours of operation or availability of the Website, without prior notice or liability to you.
SG FOAM SOLUTIONS, LDA is not responsible for any type of litigation, disagreement or dispute that may arise between you and any other person or entity with whom you may communicate or interact through or during the use of our Website. You assume all risks associated with interacting with such third parties when using our Website. The user releases SG FOAM SOLUTIONS, LDA from all claims, lawsuits, contractual or extra-contractual liability, arising from or relating to any such litigation or dispute.
You further warrant that you will not involve SG FOAM SOLUTIONS, LDA in any such dispute or litigation.
You expressly understand and agree that your use of our services is at your sole risk and that the services are provided on an "as is" and "as available" basis and that with the exception of our warranty set out above, SG FOAM SOLUTIONS, LDA (including its employees, officers, agents and consultants) does not warrant, whether express or implied, the operation of the Site or the availability of its products and services.
SG FOAM SOLUTIONS, LDA makes no warranty of any kind associated with the use of its website and expressly does not warrant that:
- The Website will meet the expectations and needs of the user.
- The Website will function in an uninterrupted, secure or error-free manner.
- The nature, quality or qualities of any products or services made available on the Website and available for purchase will meet your expectations or needs.
18. LIMITATION OF LIABILITY
The Customer/User understands and agrees that SG FOAM SOLUTIONS, LDA, shall not be liable for any direct, indirect, consequential or exemplary damages, including, damages for loss of profits, damages related to good faith, damages related to the use of the Website, damages related to data protection, and other intangible losses (even if SG FOAM SOLUTIONS, LDA has been advised of the possibility of such damages), resulting from any of the following scenarios:
- use or inability to use the website;
- cost related to the purchase of products or services resulting from any product, data, information or service provided on our website;
- unauthorized access to or alteration of your access credentials or data;
- statements or conduct of any user or third party of our website;
- the reliance placed by you on SG FOAM SOLUTIONS, LDA on the content made available by us on the website;
- or any other matter relating to the website.
19. APPLICABLE LAW AND JURISDICTION
Portuguese law governs the use of our Site and contracts for the purchase of product through our Site and any dispute arising out of or relating to the use of the Site, or resulting contracts, shall be subject to the non-exclusive jurisdiction of the Portuguese courts.
20. ALTERNATIVE DISPUTE RESOLUTION
In case of dispute, the Client may resort to one of the following entities for Alternative Resolution of Consumer Disputes:
CNIACC - National Center for Information and Arbitration of Consumer Conflicts
Law School of the New University of Lisbon - Campolide Campus
www.arbitragemdeconsumo.org
CIMAAL - Center for Information, Mediation and Arbitration of Consumer Conflicts in the Algarve
Edifício Ninho de Empresas - Estrada da Penha
8005-131 Faro
www.consumidoronline.pt
Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra
Av. Fernão Magalhães, n.º 240, 1º
3000-172 Coimbra
www.centrodearbitragemdecoimbra.com
Centro de Arbitragem de Conflitos de Consumo de Lisboa
Rua dos Douradores, 116, 2º
1100-207 Lisboa
www.centroarbitragemlisboa.pt
Contracts entered into in the Autonomous Region of Madeira
Rua da Figueira Preta, n.º 10, 3rd floor
9050-014 Funchal
centroarbitragem.sras@gov-madeira.pt
Oporto Consumer Information and Arbitration Center
Rua Damião de Góis, 31 - Loja 6
4050-225 Porto
www.cicap.pt
Vale do Ave Consumer Conflict Arbitration Center
Rua Capitão Alfredo Guimarães, n.º 1
4800-019 Guimarães
www.triave.pt
Centro de Informação, Mediação e Arbitragem de Consumo (Consumer Information, Mediation and Arbitration Center)
BRAGA: Rua D Afonso Henriques, nº 1 (Ed Junta de Freguesia da Sé)
4700 - 030 Braga
VIANA DO CASTELO: Av. Rocha Paris, nº 103 (Building Vila Rosa)
4900 - 394 Viana do Castelo
www.ciab.pt
The contact details of the above-mentioned centers can be found at www.consumidor.pt or at www.arbitragemdeconsumo.org, or by telephone on +351 213 564 650.
In the case of national and cross-border online consumer disputes, the consumer may appeal to the European Consumer Centre through the ODR Platform ("online dispute resolution"), with competence for the resolution of disputes relating to contractual obligations arising from sales contracts or online services. You may access this platform through this link: Online Dispute Resolution | European Commission (europa.eu).Online Dispute Resolution | European Commission (europa.eu)
Choice of Law. These Terms and the relationship between you and SG FOAM SOLUTIONS, LDA shall in all cases be governed by the laws of Portugal without any need to resort to the principles of conflict of laws to determine the applicable law.
21. YOUR RIGHT TO TERMINATE YOUR ACCESS TO THE WEBSITE
Notwithstanding any of the terms above, SG FOAM SOLUTIONS, LDA reserves the right, of its own volition, without prior notice or any associated liability, to block or impede access to and use of this Site. In doing so, SG FOAM SOLUTIONS, LDA, shall not have to provide any justification or grounds whatsoever to the user. After the date of termination, this Section will continue to apply.
22. RIGHT TO CHANGE AND/OR UPDATE THE TERMS
SG FOAM SOLUTIONS, LDA may revise these terms from time to time to ensure that they comply with applicable law and remain consistent with its products and operations. Accordingly, SG FOAM SOLUTIONS, LDA reserves the right to update and revise these terms at any time without notice to you. Your use of our Website constitutes acceptance of these Terms and Conditions.
23. WAIVER
SG FOAM SOLUTIONS, LDA's failure to exercise any part or all of our rights, or the waiver of any right associated with the breach of these terms, shall not prevent the subsequent exercise of such right and shall not constitute or indicate our waiver of any subsequent breach. All of our judicial, non-judicial and statutory rights and remedies under these terms and any other applicable agreement between you and SG FOAM SOLUTIONS, LDA shall be cumulative, and the exercise of such rights or remedies shall not limit our right to exercise any other right or remedy.
24. INDEPENDENCE OF CONTRACTUAL PROVISIONS
If any provision of these Terms is held to be invalid, void, or for any reason unenforceable, that provision shall be void and shall not affect the validity and enforceability of any other provision of these Terms and Conditions. NOTHING IN THESE TERMS WILL AFFECT ANY RIGHTS UNDER LAW THAT APPLY TO YOU
25. ENTIRE AGREEMENT
These Terms constitute the entire agreement between you and SG FOAM SOLUTIONS, LDA with respect to the Website and supersede all prior or contemporaneous negotiations and communications relating to the Website. Any rights not expressly granted herein cannot be enforced.
26.PROMOTIONS AND DISCOUNTS
The prices, discounts and promotions streamlined by SG FOAM SOLUTIONS, LDA on the official website www.sorna.pt are under the national legal standard of directive (EU) 2019/2161 partially transposed in Decree Law No. 109-G/2021.
As the discount is applied directly to the original price, SG FOAM SOLUTIONS, LDA reserves the right to modify and adapt the discount granted to Influencers, Affiliates, Newsletters, or used in any other Marketing action such as telepromotions, so that it can be accumulated and complete the percentage promoted on the different channels when combined with the discount applied directly to the original price.
During the sales season or special promotions, a common practice in several brands, SG FOAM SOLUTIONS, LDA reserves the right not to offer the difference to enjoy a greater discount. Due to the 100 nights trial policy, the customer may request to return his current order in order to make a new purchase with the larger discount in force. However, please note that promotions are valid on existing stock and due to high demand, shipping times may be longer than normal.
27. CUSTOMER SUPPORT
Our customer service team is available from Monday to Friday (except holidays) from 9am to 6pm (GMT)
Contacts: Phone:-----------; Email: apoio@sorna.pt; Contact form
