Payments and refunds

Last updated: December 4, 2025

1. Payment Methods
At UMBOX.pt we offer several secure payment methods. The specific methods may vary over time and are always shown on the checkout page. Generally, they may include:
• Credit or debit card (Visa, Mastercard, etc.);
• MB WAY or other local payment methods;
• PayPal or similar services;
• Installment payment solutions (when available);
• Payments using cryptocurrencies (e.g., USDC) through authorized external partners.
Payments are processed by third-party payment service providers (payment institutions, card processors, cryptocurrency service providers, etc.).
We do not store the full card number or security code (CVV). We only receive the limited information necessary to identify the payment.
In the case of cryptocurrency payments, we only receive transaction confirmation, the amount in euros, and, where applicable, the transaction or wallet identifier. We do not have access to the user's private keys.

2. Payment and Order Confirmation
The order is only considered final after:
1) Submitting the request on the website;
2) Confirmation of payment by the payment service provider;
3) Order validation by UMBOX.
If payment is not authorized, the order will be automatically canceled.

3. Billing
The invoice is issued based on the information provided by the customer at the time of the order (name, tax ID, billing address, etc.). The customer is responsible for ensuring that this information is correct.

4. Right of Withdrawal (Distance Purchases)
If the customer is a consumer (an individual who purchases goods for non-professional use), they generally have 14 days from the date of receipt of the products to exercise their right to freely terminate the contract, in accordance with applicable legislation on distance contracts.
To exercise the right of withdrawal, the customer must:
• Send an email to support@umbox.pt indicating:
– order number;
– products to be returned;
– full name and contact information;
• Or use the return form on the website, when available.
After notifying us of their intention to return the products, the customer must return them to the address indicated by UMBOX within a reasonable timeframe (unless otherwise indicated, a maximum of 14 days from the date of notification).

5. Return Conditions
For a return to be accepted, the following conditions must generally be met:
• The product must be returned in good condition, with no signs of misuse;
• Whenever possible, in the original packaging, with all accessories, manuals and components;
• The purchase receipt (invoice) and order number must be included.
UMBOX reserves the right to refuse a return or apply a reduction to the refund amount if:
• The product shows obvious signs of use beyond what is necessary to verify its nature, characteristics, and functioning;
• Essential components, accessories, or original packaging are missing, and the product is in a condition that prevents resale.

6. Products Excluded from the Right of Return
Under the law, the right of withdrawal may not apply, in particular, to:
• Products customized or made according to customer specifications (for example, custom-made items or items with specific engravings);
• Sealed products that, for health or hygiene reasons, cannot be returned after opening (for example, some personal care items, sealed household textiles, etc.);
• Digital content not provided in physical form, when the download or streaming has begun with the prior and express consent of the customer;
• Other cases provided for in applicable legislation.
If you have any doubts about the possibility of returning a specific product, we recommend that you contact our customer service team in advance.

7. Return of Defective or Non-Conforming Products
If the product has a manufacturing defect, shipping damage, or does not match the order, the customer should contact us as soon as possible via support@umbox.pt, indicating:
• order number;
• Description of the problem;
• Clear photographs of the product and, if relevant, of the packaging.
Depending on the situation, we may:
• Replace the product;
• Repair the product (when applicable);
• or proceed with the refund, in accordance with applicable warranty legislation.
Products sold to consumers benefit from the legal guarantees provided for in Portuguese and European legislation. Specific conditions will be analyzed on a case-by-case basis, according to the type of product and the nature of the non-conformity.

8. Return Costs
• Exercising the right of withdrawal (without product defect):
Unless otherwise indicated, the direct costs of return (shipping) are borne by the customer.
• Defective products, products damaged in transit, or incorrect shipment:
– When the claim is accepted, the return or collection costs will be covered by UMBOX or our supplier/carrier, as applicable.
Specific instructions (return address, shipping label, possible home collection, etc.) will be provided by email after the request has been reviewed.

9. Refunds
Once the return is accepted, the refund will be processed:
• generally using the same payment method used for the purchase;
• Or, alternatively, through another method agreed upon with the client (e.g., bank transfer or voucher credit), if this is not technically possible.
In cryptocurrency payments, for security and compliance reasons, refunds may be issued in euros via a traditional payment method (e.g., bank transfer or voucher) instead of being returned in the same initial cryptocurrency.
The refund will be processed within a reasonable timeframe after:
• Receiving and verifying returned products;
OR
• Receipt of reliable proof of shipment of the products by the customer (e.g., shipping receipt), which may, however, be withheld until physical receipt of the goods, when permitted by law.
Initial shipping costs may not be refunded, except when the return is due to an error on UMBOX's part or a product defect.

10. Chargebacks, Payment Failures and Fraud
If fraudulent use of payment methods is detected (including card fraud or chargeback abuse), UMBOX reserves the right to:
• Cancel the order;
• Block the customer's account;
• Report the situation to the authorities and/or payment service providers.

11. Contacts
For any questions regarding payments, returns, or warranties, please contact us at:
Email: support@umbox.pt
Address: Rua Sá de Miranda 260, 2785-728, São Domingos de Rana, Portugal.