Terms and Conditions
1. LEGAL NOTICE / INFORMATION
The website www.grupohug.pt is intended to promote home care services and to sell a wide range of geriatric products from Grupo Hug (Operating License 78/2015 – Cuidado Maior – Cuidados ao Domicílio, Lda., Corporate Entity No. 513546383, headquartered at Rua Conde Sabugosa 21 A, 1700-115 Lisbon, Portugal). This document governs the terms and conditions of use of the aforementioned website.
2. PURPOSE AND SCOPE OF THE TERMS AND CONDITIONS
These Terms and Conditions apply to users of www.grupohug.pt and to any commercial transactions carried out through this website.
Browsing the website, as well as purchasing any item via our online store, implies acceptance of this document by the customer.
Grupo Hug reserves the right to amend these Terms and Conditions without prior notice, with such changes being published on www.grupohug.pt. The Terms and Conditions in force at the time of purchase will always apply.
Customers are therefore advised to review the General Terms of Sale and Website Use before completing an online purchase to ensure a correct and safe transaction. The responsibility to read these conditions lies with the User.
3. WEBSITE USER
A "User" is any person who accesses, browses, or uses the services available at www.grupohug.pt, either for information or for product purchases.
The User agrees to use the website only for legitimate enquiries and valid orders. In the event of suspicion of false or fraudulent purchases, Grupo Hug will contact the User, may cancel the order(s), and notify the competent authorities.
The User acknowledges that, to enable product acquisition and delivery, they must provide a minimum set of necessary information. Such information will be subject to the Privacy Policy available on the website.
By creating an account or making an online purchase, the User declares that they are over 18 years of age and legally capable of entering into contracts and making payments. The User is responsible for the accuracy and truthfulness of the data provided to Grupo Hug. In the event of non-compliance with these General Conditions or misuse of the website, Grupo Hug reserves the right to block or cancel the User’s registration.
4. DATA PRIVACY AND ONLINE SECURITY
Grupo Hug collects customers’ personal data for account management, billing, and information provision (subject to customer consent), ensuring privacy and security in processing and maintaining personal data, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation). More details: Privacy and Cookies Policy.
The website www.grupohug.pt is equipped with security systems to protect data entered by users and to prevent unauthorized access, misuse, disclosure, loss, or destruction. However, it is the User’s responsibility to ensure that website access is made from a secure device with an updated operating system and protection against malware or viruses. The User is solely responsible for their own protection.
Security recommendations include:
Avoid entering personal data on public/shared devices.
Safeguard confidentiality of personal details.
Do not lose or share access codes/passwords.
Always log out after accessing your personal area.
Use updated antivirus software.
Keep your operating system and browser updated.
Use an active firewall.
5. PRICES
All data, prices, and specifications shown on this website are for informational purposes only. Grupo Hug reserves the right to amend product information, prices, promotional campaigns, commercial terms, and services at any time without prior notice.
Prices displayed already include VAT at the legal rate. Delivery/transportation costs are not included.
Grupo Hug makes every effort to ensure the accuracy of product characteristics, prices, and photos but cannot be held liable for errors or omissions.
6. PAYMENT METHODS
Multibanco Reference: Payment reference generated and valid for 48h via ATM or online banking. Orders are cancelled after expiry.
MB Way: Payment request sent to the registered mobile number, valid for 30 minutes.
Bank Transfer: IBAN PT50 0035 0551 0001 1565 4303 7. Customers are advised to send proof of transfer to geral@grupohug.pt, always mentioning the order number.
7. WEBSITE ORDERS
Orders require prior User registration at www.grupohug.pt with completion of all mandatory fields. An email account is essential for ordering.
Users are fully responsible for the accuracy of their registration and delivery data. Grupo Hug accepts no responsibility for errors, omissions, or fraudulent use of User data by third parties.
The purchase process involves product selection, confirmation (“buy”), providing delivery details, selecting shipping and payment methods, and accepting Terms and Conditions and the Privacy Policy.
An email confirmation is sent upon successful order submission.
Invoices are issued upon delivery or via email. Contract formation occurs only after payment confirmation.
For assistance: +351 21 407 46 61 or geral@grupohug.pt.
8. PRODUCT DELIVERY
Orders are delivered either by Grupo Hug’s own service (within coverage areas) or via CTT/other couriers.
Delivery charges are borne by the customer and communicated upon order confirmation.
Stock is usually available within 48h; otherwise, the customer will be informed.
Assembly Service: Available in MaisqueCuidar store areas, priced upon request.
9. RETURNS AND EXCHANGES
Customers have 14 days from delivery to withdraw from the contract and return products (per DL 24/2014 of 14 February).
Exceptions:
Perishable/hygiene items (once opened).
Customized/personalized products.
Returns must be communicated by email (geral@grupohug.pt). Items must be unused, in original packaging, with manuals, warranties, and a purchase invoice copy. Refunds will be made within 30 days via bank transfer.
Return shipping and banking costs are borne by the customer.
Free items (gifts/bonuses) are non-refundable.
10. WARRANTIES AND COMPLAINTS
Products are covered by the manufacturer’s warranty, valid with a purchase invoice. Warranty excludes damages from misuse or incorrect assembly.
Customers should inspect goods upon delivery. Any issues must be reported immediately to the courier and subsequently to Grupo Hug at +351 21 407 46 61 or geral@grupohug.pt. Complaints must be submitted within 14 days.
All products sold by Grupo Hug are:
New.
In original packaging.
Covered by after-sales service.
11. DISPUTE RESOLUTION
Consumers may submit complaints to an alternative dispute resolution body:
Lisbon Arbitration Centre
www.centroarbitragemlisboa.pt
Rua dos Douradores, nº 116 – 2º, 1100–207 Lisbon
Email: juridico@centroarbitragemlisboa.pt
Tel: (+351) 218 80 70 30
12. APPLICABLE LAW AND JURISDICTION
These Terms and Conditions are governed by Portuguese law. Any disputes shall be submitted to the competent Portuguese courts, with Lisbon District Court chosen as jurisdiction.
Lisbon, June 1, 2023