Terms and conditions

1. Commercial Policy

1.1. The ‘Seller’ Santos & Knafla, Lda. (SK Coffee) has products for sale. www.skcoffee.com/and ‘e-commerce’ services are available exclusively to end users / ‘consumers’.


1.2. The ‘Consumer’ is an individual who buys services and goods.


1.3. These general terms and conditions of sale exclusively regulate the offer, transmission and acceptance of orders placed at https://www.skcoffee.com/ among consumers of SK's online shop (https://www.skcoffee.com/) and the seller.


1.5. The ‘Consumer’ must provide the ‘Seller’ with a correct and complete e-mail address or other contact details and accept that the Seller can contact him using these details if necessary.

2. How to order

2.1. To place an order at https://www.skcoffee.comIn order to enjoy all the SK Coffee Online Shop Browsing Conditions, you need to have an email account and ensure that your browser is set to accept cookies and pop-ups.


2.2. Placing an order in the SK Coffee Online Shop is easy:


- Find the products you want to buy;

- Add the selected products to your basket;

- Finalise your purchase;

- Select the payment option;

- Review your request;

- Proceed to payment and confirm your order;

- You will receive an order confirmation by email.


2.3. Your order is confirmed when you select the ‘Confirm Payment’ button (Checkout) at the end of the purchase process.


2.4. When SK Coffee receives your order, a message will appear on the screen with your order number and all the order details. The purchase contract is finalised at this point.


2.5. An order confirmation is sent to your email address. We suggest that you print or download a copy for future reference.


2.6. We reserve the right not to accept your order or to cancel it even after automatic confirmation.


2.7. By submitting the order form, you accept the general terms and conditions of purchase together with the other terms and conditions at https://www.skcoffee.com via links, including the general conditions and terms of use.


2.8. The seller may not process orders that do not have guaranteed payment; when orders are incomplete or incorrect, or if the products ordered are not available. In these cases, we will inform you by email that the sales contract has not been concluded and that we will not proceed with the sale, specifying the reasons.


2.9. If the products presented in the online shop (https://www.skcoffee.com) are not available at the time of your last access or when we receive the order, we shall inform you of their unavailability within 30 days of receipt of the order.


2.10. If an order has been placed and payment has been made for products that are not available, we will refund the money for the unavailable items.


2.11. Right not to accept the order or to cancel the purchase


SK Coffee reserves the right to refuse any order for any reason. We also reserve the right to cancel any purchase (even if it has already been accepted by us), (among others) in the following situations, without liability for any damages or costs:

  1. The product is no longer available / in stock (payments will be refunded);
  2. The billing information is not correct or cannot be verified;
  3. The order is flagged by our security systems as an incorrect order or susceptible to fraud;
  4. We have not received a payment transfer for your order within 5 days of accepting your order;
  5. If we believe that the user is under 16 years of age;
  6. If we believe that the user is a reseller;
  7. Delivery to the address provided is not possible.


2.12. Data verification


Once we have received your order, we can carry out some checks before preparing it.


These checks can include address verification, credibility verification and fraud verification. As far as fraud checks are concerned, we carry out partially automated checks on all orders to filter out transactions that are unusual, suspicious or identified as likely to be fraudulent. Suspected fraud will be investigated and, if necessary, prosecuted. By confirming your order, you accept these conditions.

3. Guarantees and product price indication


3.1. Payment methods


You can find the payment methods available in the Help/FAQs section of the site. We do not accept any payment methods other than those mentioned. Do not attempt to make payment by any means other than those specified. If you do, we cannot be held responsible for loss of payment or any other damage that may result.


3.2. Payment processing


If payment is made by credit card, the amount due will be deducted from the user's account as soon as the order leaves our warehouse. In the case of payment by Credit Card, all data (e.g. card number or expiry date) will be sent by encrypted protocol to the company providing the remote electronic payment service, without third parties being able to access the information.


This information will not be used by SK Coffee, except to carry out the necessary purchase or refund procedures in the event of a return, as part of the exercise of the right of return or to report cases of fraud to the police.


The purchase price of the products and transport costs, as indicated on the order form, will be debited from the current account when the purchased products are dispatched.

4. Order security


4.1. The shop www.skcoffee.com/ utilises one of the most robust security technologies among the encryption platforms available.


4.2. Your payment information is encrypted from the moment you enter it until your transaction is processed and is not stored on a public server. Although we use encryption software, the security of information and payments transmitted over the Internet or by e-mail cannot be guaranteed.


4.3. SK Coffee 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 failures or delays in the delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programmes used for communications or virus transmissions.


4.4. If you choose to pay by ATM reference, we will start processing your order as soon as we receive payment. This process can take several days. If we have not received any payment three calendar days after placing the order, SK Coffee has the right to cancel the order.


4.5. Payments can only be processed if it is possible to verify the data that will be used for invoicing.


5. Property reservation


5.1. SK Coffee owns the company's products until it receives full payment for all such products.

6. Prices


6.1. The prices of the products shown on the site include Value Added Tax (VAT). Delivery charges are applied per order. The exact price of the shipping fee depends on where the order will be delivered. For more information on shipping rates by country, see the Help/FAQs section of the website.


6.2. All prices are quoted in euros. Changes to the country of delivery may affect prices due to shipping costs.


6.3. Your total price


The total price shown in the checkout menu includes taxes and shipping costs. Prices are indicated on the order confirmation, which you can print out or download for future use. Please only pay the exact amount specified on the order confirmation and make individual payments per order.


6.3. Price changes


The prices of the products shown on the website are subject to change. SK Coffee reserves the right to change prices without prior notice. The prices shown at the time of purchase are the prices applied to that purchase.


6.5. Pricing errors


Please note that although the website is updated with extreme care, the price information on the website may contain errors. SK Coffee is not bound by the offer and reserves the right to cancel your order in the event of an error.

7. Quality and guarantee


7.1. SK Coffee does not sell defective or substandard products. The main characteristics and ingredients of each product presented on our website can be found on the respective product page.


7.2. The products offered for sale may not correspond exactly to their actual appearance in terms of image and colour, due to the Internet browser and monitor used.


7.3. In the event of the return of purchased products, SK Coffee reserves the right not to accept the return of hygiene products that are returned without the protective sheet or that have been altered from their original state or damaged.

8. Dispatch and delivery


8.1. Delivery: where and when


We deliver products from Monday to Friday between 9am and 6pm. We do not deliver on Fridays (to avoid our customers' orders being held over the weekend in warehouses where we cannot control storage conditions) and on certain public holidays. We can only deliver an order if the delivery address is a home or office located in one of the countries mentioned in the list of countries available in the Delivery menu.


The user must ensure that someone is at the address to receive the parcel. This service does not include a scheduling or appointment option, so the parcel will be delivered without prior contact from the carrier. We do not guarantee this delivery time during promotional periods, sales, Christmas, epidemic periods or in the event of stock-outs.


A delivery is considered to have been made or a product delivered when the delivery receipt is signed at the agreed address.


8.2. Delivery deadlines


If you confirm your order on a working day by 12 noon and pay by credit card or PayPal, your order will be dispatched on the next working day (weekends and public holidays are not considered working days), with a delivery time of 24 hours from the moment the order is dispatched. If you choose to pay by ATM reference, delivery is slower as we only dispatch the order once we have received payment. This can take between 5 and 7 days.


SK Coffee shall not be liable for any failure to fulfil or delay in fulfilling any obligation that is due to a force majeure event, i.e. an event, act or omission beyond SK Coffee's reasonable control (Force Majeure Event - comprising any event, act or omission beyond SK Coffee's reasonable control).


We endeavour to meet delivery deadlines insofar as this is commercially reasonable. As a rule, we always do this, but we cannot guarantee timely delivery.


8.3. Partial deliveries


Whenever possible, we endeavour to deliver everything in a single shipment. However, we reserve the right to split the delivery of the order, for example (but not limited to) if part of the order is delayed or unavailable. If we split the order, the customer will be notified by email of our intention to do so. The email address provided by the customer at the time of purchase will be used for this purpose.


9. Shipping fees


9.1. Shipping rates are applied per order. The exact price of each shipment depends on the country of delivery. 


9.2. Free delivery. If the customer places an order whose value exceeds the minimum order amount defined for their country or campaign, shipping will be free of charge.


10. Returns


10.1. Cancellation of the order before dispatch


Customers can cancel their order as long as it has not yet been dispatched. If you place an order and wish to cancel it, you should contact our Customer Service and request the cancellation of your order, via the following email address [email protected].


If the cancellation request is successful, you will be notified by email of this decision and the cancellation will be processed free of charge. If the cancellation request is unsuccessful, the products will be sent to the customer who, if they still wish to cancel the order, must refuse to accept it. The products will be returned and, upon receipt, the cancellation will be processed.


10.2. Return of defective products


Customers have the right to return delivered products if they are defective or do not conform to the products ordered. Returns can be made within 30 days of receipt of the order. This does not affect your legal rights. If your complaint is justified, the price and shipping costs will be refunded. 


10.3. Period for returning products


If, for any reason, you are not satisfied with the products you have ordered, you can return them within 30 calendar days of receipt, provided that:


  • The products have not been used;
  • The product is unaltered and the packaging is undamaged (a carefully opened package will not be considered damaged).


10.4. Information on returns


If the customer wishes to return the items, SK Coffee will bear the shipping and return costs for all orders.


The refund will be made on the basis of the payment method. If the customer pays by ATM reference, they must provide their bank details to our Customer Support when they start the returns process. This information is required so that we can refund the money to your account. The customer will receive the refund once the product(s) have been returned and processed.


11. Availability


11.1. All orders placed on the site are subject to availability. SK Coffee endeavours to ensure that all items offered for sale on the site are in stock. However, SK Coffee reserves the right not to accept any orders or to cancel orders already confirmed for products that are no longer in stock. In such cases, SK Coffee will inform the customer and refund the amount paid.

12. Responsibility


12.1 SK Coffee shall only be liable for damages suffered by the Customer if such damages result from breaches of SK Coffee's contractual obligations towards the Customer, or if SK Coffee's liability results from applicable law.


12.2. If the Customer has suffered damage related to the activity of the website, SK Coffee's liability shall be limited to


  1. Damage to SK Coffee products or other materials;
  2. Reasonable and verifiable costs incurred by the Customer to ascertain the cause and amount of compensation attributable to the damage;
  3. The maximum reimbursement of the aforementioned indemnities will be (if applicable) the price of the products in question.

12.3. SK Coffee shall not be liable for damage suffered by third parties as a result of using any of our products. SK Coffee shall not be liable for damage suffered by the customer as a result of incorrect use of its products.


12.4. SK Coffee accepts no liability for damage resulting from incorrect information on the website.


12.5. If the Customer suffers damage as a result of gross negligence or wilful misconduct on the part of SK Coffee, none of the limitations set out in this article shall apply.

13. Applicable law


13.1. These general conditions and all disputes arising in connection with these general conditions, including their validity, the use of the website or any purchase made on it shall be governed by Portuguese law.

14. Changes to terms and conditions


14.1. SK Coffee reserves the right to amend these Terms and Conditions at any time. The user is subject to the principles and the Terms and Conditions in force on the date of the order, unless the law or competent authority imposes any change to them.


15. Information on the website


15.1. Although SK Coffee works with great care on its website, the information, texts, graphics, films, music and/or other services may contain errors or be incomplete or incorrect.


15.2. SK Coffee shall not be liable for any damages resulting from the use of (or inability to use) the Website, including damages caused by viruses or any inaccuracy or imperfection of the information, unless such damages result from wilful misconduct or negligence on the part of SK Coffee.

16. Trademarks and website copyrights Web

16.1. All brand names, product names and titles used on the website are trademarks or registered names of SK Coffee or trademarks and registered names of other owners.

16.2. The user/customer of the site is not authorised to use or reproduce the aforementioned trademarks or registered names, as this constitutes an infringement of the rights of the owner.

16.3. Everything relating to the design, texts, documents, films, music and/or other services of the site, selection and organisation of the site, as well as the entire software compilation (including applets) and all other materials on the site, are the property of SK Coffee and its suppliers.

16.4. Users/customers are only authorised to electronically copy and print parts of the website if this is necessary to place an order on the website or to use the website as a source of purchase.

16.5. Users/customers are not authorised to make any other use of the website or the information and materials contained therein, including reproduction for purposes other than those mentioned above, modification, distribution or republication. 

17. Alternative dispute resolution

17.1. All consumers have alternative means of dispute resolution at their disposal. These are official organisations that help them resolve, or steer, any conflict. The Online Dispute Resolution website is an official website run by the European Commission, dedicated to helping consumers and traders resolve their disputes outside the courts: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

17.2. Customers who are defined as consumers by Law 144/2015 and who have entered into contracts for the purchase and sale and/or provision of services have the right to turn to official organisations to help them resolve any conflict relating to these contracts, without prejudice to recourse to the Courts. The up-to-date list of Alternative Dispute Resolution bodies available under Article 17 of Law 144/2015 of 8 September is available on the Consumer Portal, accessible via consumidor.gov.pt. For more information, you can also consult Law 144/2015. For more information, to resolve disputes arising from online purchases, you can use a resolution system called ‘ODR Platform - Online Dispute Resolution’, created by the EU.

17.3. In any case, you can contact one of the centres listed below. Alternative dispute resolution centre:

  • CNIACC - National Centre for Consumer Conflict Information and Arbitration

https://www.cniacc.pt/pt

  • CIMAAL - Algarve Consumer Conflict Information, Mediation and Arbitration Centre

http://www.arbitragemdeconsumo.org

  • Consumer Conflict Arbitration Centre of the District of Coimbra

http://www.centrodearbitragemdecoimbra.com

  • Lisbon Consumer Conflict Arbitration Centre

http://www.centroarbitragemlisboa.pt

  • Porto Consumer Information and Arbitration Centre

http://www.cicap.pt/

  • European online dispute resolution platform:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage