Exchanges and Returns
Making an exchange/return is very simple and quick
Follow these steps:
1. Log in and access your customer area under My Account > Orders
2. Fill in the respective form with the item(s) for exchange/return
3. Pack the item(s) in a properly sealed package together with the shipping note you received and send to:
IT MARKET STORE
Colombo Center
Luisiada Avenue, store 1145
1500-392 LISBON
Or delivered to our store. Please note that the entire administrative process will be done online. The physical store will be used to deliver your item in case of return, but it will not be through the physical store that the money will be refunded. In case of exchange, you can do so directly in the physical store.
The IT MARKET online store accepts exchanges and returns within a maximum period of 15 days from the date of delivery, provided that the items: have not been used; are not personalized; have the original label; are in perfect condition for sale and in the original packaging (if any). Please note that the conditions are different for purchases made in the physical store. Returns are not accepted for purchases made in the physical store, only exchanges, within a maximum period of 15 days from the date of delivery, provided that the items: have not been used; are not personalized; have the original label; are in perfect condition for sale and in the original packaging (if any).
Shipping costs for exchanges/returns are the responsibility of the customer. In the case of returns, only the value of the item(s) will be refunded, excluding the shipping costs.
The customer must always keep the proof of shipping, as the responsibility lies with the customer until we receive the item(s) at our warehouse. We are not responsible for items lost or delayed in transit from the customer to our warehouse.
How to make a complaint about a used product
To file a complaint about a used product, you must contact Customer Support so that we can resolve the case.
The complaint will then be reported to the brand and the maximum response time to the customer is 30 days.
If the brand accepts the complaint, the item will be replaced with a new one (exactly the same if available) or the amount will be refunded. If the complaint is not accepted, the brand will return the complained-about item to be delivered to the customer.
Return costs
Return shipping costs are the responsibility of the customer. You can always choose to deliver the order to our physical store, in Centro Colombo, to avoid any costs.
I received the wrong and/or defective item. Do I have to pay to return it?
In the event that the exchange/return is caused by a shipping error by IT MARKET, the customer must contact Customer Support to arrange collection of the item, with IT MARKET assuming all costs of the exchange/return. However, the shipping of the replacement item(s) to the customer follows the shipping costs of a normal purchase.
Exchange, return or complaint at the it market physical store
It is only possible to exchange online purchases in our physical store. For Returns and Complaints, you should contact our customer service.
In case of return, you can return the items purchased online to our physical store. However, the entire administrative process will be done online. The physical store will be used to deliver your item in case of return, but it will not be through the physical store that the money will be refunded.
Refund period
The refund of the value of the item(s) will be made within a maximum period of 10 working days from the date of receipt of the same. The date on which the transferred amount will be available in the customer's account depends on the customer's banking institution.