Terms and Conditions

This English version is a translation provided for your convenience. If there is any difference between the two, the Portuguese version prevails — switch to PT at the top of the page to read it.

1. Who we are

This website and the Veio online shop are operated by [DENOMINAÇÃO SOCIAL, LDA], with registered office at [MORADA DA SEDE], tax and company number [NIF/NIPC], registered at the [Conservatória do Registo Comercial de …], with share capital of [CAPITAL SOCIAL] € (“Veio”, “we”, “us”). You can contact us by email at [ola@oseudominio.pt].

2. Scope

These Terms and Conditions apply to every purchase made on this website. By completing an order, you confirm that you have read and accept them. Please keep or print a copy; the version that applies is the one published when you place your order. Purchases by businesses, for purposes related to their trade, are subject to terms agreed separately.

The contract may be concluded in Portuguese or English, depending on the language in which you place your order. This English version is a translation; if there is any difference, the Portuguese version prevails.

3. Products

We describe and photograph the pieces as accurately as we can. Solid wood is a natural material: the grain, knots and tone vary from piece to piece and are not defects. Colours may also vary slightly depending on your screen. The stated measurements may have a tolerance of ±[X] cm.

4. Prices

Prices are in euros and include VAT at the applicable rate. Delivery costs are calculated for your order and shown at payment, before you complete the purchase. We may change prices at any time, but the price that applies is always the one shown when you place your order. In the event of an obvious pricing error, we will let you know and you may choose between keeping the order at the correct price or cancelling it with a full refund.

Welcome discount. Newsletter subscribers receive a code for 10% off the price of the pieces (not delivery) on a first order. There is one code per person and per email address; it is valid for 90 days, on a single order, and cannot be combined with other discount codes or with the set discount (see below). If you return a piece, the refund is the amount actually paid.

Set discount (Rooms). Pieces added to the basket from a Room page get the discount shown on that page, which grows with the number of different pieces from the same Room in the order (for example, 5% for two pieces, 10% for three and 15% for four or more; a single piece has no discount). It applies to the price of the pieces, not delivery, and shows in the basket before payment. It cannot be combined with the welcome discount or other codes: if an order qualifies for more than one, the one that saves more applies. If the set discount is the bigger one, the welcome code is not used on that order; because the code is only valid on a first order, it can no longer be used on later orders either, and it is not reissued or exchanged for another discount. Before you pay, the basket shows which discount applies. If you return a piece, the refund is the amount actually paid for it.

5. Ordering and conclusion of the contract

To order, add the pieces to your basket, go to payment and enter your delivery and payment details. Before completing, you can review and correct your order. When you click the payment button, your order involves an obligation to pay. After payment, we send you an email confirming and summarising the order; the contract is concluded with that confirmation. If a piece becomes unavailable after you order, we will tell you straight away and refund the corresponding amount within 14 days.

6. Payment

Payment is processed securely by Stripe, using the methods shown at payment (for example card, Apple Pay, Google Pay or Multibanco reference). We have no access to your card details. For payments that are not immediate, such as a Multibanco reference, the order is reserved until payment is confirmed and is cancelled if payment is not made within the stated period. We issue the invoice in the name and with the tax number you give us.

7. Delivery

We deliver to mainland Portugal, to your door; other destinations only with a quote agreed beforehand. The delivery cost of each piece is shown on its page and in the price list under Delivery, and the total is shown before payment. Products are delivered unassembled unless the product page says otherwise; assembly and placing pieces in a room are not included. Shipping times are shown on each product page. Unless agreed otherwise, delivery takes place within 30 days of the contract being concluded. If we fail to deliver in time, you may set an appropriate additional period and, if that is not met either, cancel the contract and be refunded. The risk of loss or damage passes to you when you receive the pieces.

8. Right to cancel

You have 14 days from delivery to cancel the contract without giving a reason. The conditions, exceptions and model form are set out under Returns and cancellation.

9. Guarantee

Every piece benefits from the legal guarantee of conformity under Portuguese Decree-Law no. 84/2021 of 18 October: we are liable for any lack of conformity that becomes apparent within three years of delivery. A lack of conformity that becomes apparent within the first two years is presumed to have existed at delivery. If a piece does not conform, you are entitled to have it repaired or replaced and, where the law provides, to a price reduction or to cancel the contract. To claim under the guarantee, contact us at [ola@oseudominio.pt] with the order reference and a description, with photographs if possible.

The guarantee does not cover normal wear and tear, or damage caused by improper use, prolonged exposure to humidity, heat or direct sunlight, falls, or failure to follow the wood care guidance. Natural variation in the grain and colour of the wood is not a lack of conformity.

10. Liability

We are not liable for delays or failures caused by circumstances beyond our reasonable control. Nothing in these terms limits the rights the law gives you as a consumer.

11. Intellectual property

The text, photographs, drawings, logo and other content of this website belong to Veio or their respective owners and may not be reproduced without permission.

12. Personal data

We process your data in accordance with our Privacy Policy.

13. Complaints and dispute resolution

You can make a complaint through Portugal’s Electronic Complaints Book or by contacting us directly. In the event of a consumer dispute, you may use the alternative dispute resolution body [ENTIDADE RAL]. More information at consumidor.gov.pt. If you live in another EU country, the European Consumer Centre Portugal can also help.

14. Applicable law

These Terms and Conditions are governed by Portuguese law, without prejudice to any mandatory consumer protection rules of your country of habitual residence that are more favourable to you.