Terms & Conditions
General Terms and Conditions of Sale
GENERAL
The website www.triplow.pt is the property of Triplo W, Lda., with registered offices at Rua 10 de Junho, 36, 4485-010 Aveleda, Vila do Conde, registered under the fiscal identification number NIF PT505188007. All commercial purchase and sale transactions concluded between the company Triplo W, Lda. and the Customer are subject to the following general conditions. These conditions are deemed accepted by the customer whenever an order is placed with us, without prejudice to any conditions eventually agreed between the parties in writing. By connecting to the website www.triplow.pt, the customer undertakes to respect these General Conditions.
Triplo W reserves the right to adapt or modify these General Conditions at any time. The updated version of the Conditions is available on Triplo W's website (
PRODUCTS
Depending on their availability, the products offered for sale by Triplo W are those that appear on its website.
Triplo W reserves the right to modify at any time the content of its offer and/or the characteristics of the products of which it is composed.
It is understood that the descriptions and information relating to the products contained in Triplo W's offer are provided to the CUSTOMER for informational purposes only and are not exhaustive. Product images, whatever their nature and medium, do not have a contractual character.
It is the CUSTOMER'S responsibility to comply with the product manufacturer's recommendations regarding its installation and/or use. Installation instructions are included, when applicable, in the product packaging or on Triplo W's website.
Triplo W makes every effort to ensure that the information presented is free from typographical errors and, whenever these occur and are detected, it will proceed, as soon as possible, to correct them. Triplo W cannot be held responsible for errors in product values and/or characteristics resulting from technical problems beyond its control.
In the event that a product proves to be unavailable, Triplo W reserves the right to replace it with another product of equivalent or superior quality and price to that initially ordered.
CUSTOMERS
The Customer must register on Triplo W's online store in order to exercise their right to purchase, no other means being accepted to do so. In-person purchase, by telephone, letter, or e-mail is not permitted.
The Customer may be entitled to a special discount assigned at the time of registration in the Triplo W store, as well as additional discounts that may be granted based on the total value of the purchase. Registration only becomes effective after verification of the data provided.
Discounts assigned to reseller companies are valid for one calendar year and may be renewed, altered, or removed by Triplo W after that period, without prior notice.
EQUIPMENT INSTALLATION
Triplo W is an importing and distributing company of access control solutions that does not perform direct installation of equipment on-site nor perform home repairs. The value of our proposal is based on specialised supply and technical support.
Triplo W analyses situations through photographs, drawings, and written descriptions, designs solutions, and supplies the equipment considered most suitable, providing specialised technical support and training, when necessary, to the professional installer contracted by the client.
ORDERS
The scope of supply is determined by the confirmation of the order by Triplo W, Lda. Any changes or additions to the order will only be valid after accepted, in writing, by Triplo W, Lda.
Orders are subject to the availability of Triplo W, Lda.'s stock or the indication of the delivery time provided by the manufacturers.
Triplo W, Lda. undertakes to have the products delivered by a contracted carrier to the location indicated by the CUSTOMER, provided that their facilities are located in Mainland Portugal and at ground level (the transport service incurs additional costs). If the location indicated by the CUSTOMER does not respect these conditions, Triplo W, Lda. may, at the request of the customer and as an accessory service, deliver the order to the respective installation site, upon payment of the additional costs arising therefrom, previously communicated and accepted by the CUSTOMER.
In the event of omission by the CUSTOMER that the unloading site does not comply with the conditions indicated above, or in the event that the customer has not accepted the proposal for the accessory delivery service, the risk of the goods runs on account of the CUSTOMER, provided that they are transported close to the address indicated by them.
Upon delivery, the CUSTOMER, in the presence of the carrier, must verify the good condition of the delivered packages. If the packaging shows signs of damage or violation, the CUSTOMER must record such facts on the transport guide, and, if possible, take photographs of them, informing Triplo W, Lda., in writing, within a maximum period of 72 hours, under penalty of any claims on that ground not being accepted. The aforementioned procedure is equally applicable to non-conformity relating to the provision of accessory services to the sale that, eventually, may have been agreed upon for the purpose of carrying out the delivery.
PRICES
The prices contained in Triplo W, Lda.'s offer are fixed in Euros, without VAT.
The sales prices are the prices in force at the time of the request, to be confirmed upon acceptance of the respective order for the products, deducted, if applicable, of the applicable bonuses, and increased by the additional cost of the transport value according to the weight of the goods and the place of delivery, and the value of the respective VAT, at the legal rate in force at that time.
In the event of extensions of delivery times due to the fault of the CUSTOMER or due to changes in economic or other circumstances, Triplo W, Lda. may proceed to adjust the prices.
Notwithstanding other provisions contained herein, the price and other specific conditions of the complementary services provided by the company will be defined at the time of their request and negotiation with the CUSTOMER.
VAT
All prices provided by Triplo W, Lda. are subject to VAT, at the legal rate in force, for invoicing to be issued to Mainland Portugal and the Autonomous Regions of Azores and Madeira, as well as for private customers from any country in the European Union.
Business customers from the European Union, as well as any type of customer from the rest of the World, are not taxed by Portuguese VAT.
CUSTOMS DUTIES
The Customer, when ordering products for international deliveries, will be considered as an importer, and must comply with the laws and regulations of the country where they will receive the goods.
You may be subject to import duties and taxes due once the merchandise arrives in your country. Any additional costs due for customs clearance will be borne by you. You should contact the respective local entities for additional information.
PAYMENTS
Payments will be made by one of the following means:
In advance, via bank transfer, to the IBAN indicated in our order confirmation, quote, or pro-forma invoice.
Payment to the carrier against delivery of the goods (subject to associated costs).
Advance payment via multibanco reference (subject to associated costs).
Payment via PayPal (subject to associated costs).
For orders of specific products or quantities that exceed the standard stock, Triplo W reserves the right to charge the CUSTOMER a percentage of the billing value as an advance payment.
TRANSPORT
The choice of carrier for the goods to the place of delivery is the responsibility of Triplo W, Lda., unless otherwise previously established. The value of the transport is previously communicated to the customer and included in the corresponding invoice.
DELIVERY
Deliveries will be made by sending to the address indicated by the customer. Additional costs related to any change concerning the shipment will be borne by the customer.
The average delivery time for orders is, except for stock shortages, 24 hours for Mainland Portugal. Triplo W carries out shipments exclusively on Mondays and Thursdays.
For other destinations, the delivery time depends on the means of transport and the place of destination, so it will be communicated case by case.
When the goods do not exist in stock, or when due to their characteristics they have to be manufactured expressly for the customer, the delivery time can reach 60 days. If a stock shortage or special manufacturing of an ordered product occurs, Triplo W, Lda. informs the customer via e-mail or telephone of the expected delivery time.
In this situation, the customer may choose one of the following options:
Maintain the order and accept the new delivery period;
Cancel the order with a refund of any value already paid.
Triplo W will proceed with the shipment of the products so as to coincide as much as possible with the delivery date negotiated with the Customer.
WHAT TO DO AT THE MOMENT OF DELIVERY
Verify that the packaging is in perfect condition.
Open the packaging, asking the carrier to wait for verification (this is a customer right).
Verify that the product complies with the request made and that it does not present visible defects. If everything is compliant, accept the delivery.
In the event of any non-conformity, whether an error in the requested product or a visible defect, refuse delivery and fill out the carrier's form intended for these cases, highlighting the problem.
Return the packaging and all its contents to the delivery person (transport company).
Contact customer support services informing of what happened through the e-mail: suporte@triplow.pt
We guarantee that, if any damage occurs to the material during transport and this regulation has been followed, another order equal to the one requested will be sent to you and the shipping costs are on us.
RETURNS
The Customer has the right to return any merchandise that does not satisfy them, within 14 days from the receipt of the order, except when the merchandise is acquired through a special order*. For this, the merchandise must be checked by the customer within that 14-day period.
Triplo W will only accept returns of merchandise in their original condition and packaging, accompanied by the respective invoice.
The customer must, before sending an equipment to Triplo W, Lda. for return or cancellation, request the respective authorisation through the order history in their private area on our online store. Otherwise, it will not be accepted.
If you cancel a purchase, you must send the order to our address and pay the return costs. When the returns are properly completed, Triplo W will refund the price of the returned merchandise within a maximum period of 30 days after receipt of the returned merchandise. The transport costs resulting from the return will be borne by the customer.
It is up to the consumer to prove that they returned the goods, so they should always request a stamped receipt from the transport services or another that they hire to carry out the return. If you returned the goods within the cancellation period and they are damaged or lost during transport, you maintain your right of cancellation. It is, therefore, important that you ask for a stamped receipt when you resend the goods in order to hold the carrier responsible for loss or damage caused.
To exercise your right to cancellation or withdrawal, the product must be resent to Triplo W, Lda. without having been opened, examined, or used.
No right of withdrawal is granted for products specifically manufactured or customised for the customer, such as products under special measures, painted in a specific color, etc.
*Special orders are orders for quantities purchased especially to satisfy a request from a specific customer. Returns of special orders are not accepted.
WARRANTIES AND AFTER-SALES SERVICES
All products marketed by Triplo W, Lda. have a warranty against manufacturing defects granted by the respective manufacturers. Regardless of the warranties offered by the manufacturers, Triplo W, Lda., as a Company of Portuguese Law, complies with the legislation in force by attributing to each product sold the legal warranty against manufacturing defects.
Manufacturing defects are considered to be those defects that prevent the normal operation of the equipment and that provenly stem from some defect attributable to the factory, provided that there has been no manipulation of the equipment by the customer, even in the sense of an eventual repair. Triplo W is not responsible for any malfunction caused by deficient installation.
All standard catalog equipment sold is, in the event of a fault, verified in Portugal and, in the event that they are not repairable, they are replaced by new ones, according to the warranty that is active on the date.
In the event that the Customer does not inform Triplo W within eight (8) days following the delivery date that they received incorrect quantities or defective products, it will be considered that the delivered goods were those ordered and that they did not contain any visible defect at the date.
The Customer undertakes to send the claimed equipment to Triplo W's headquarters for verification. The normal period for verification, analysis, eventual repair, or replacement is 8 business days. All accepted claims on goods already settled will be immediately repaired, replaced with new ones, or credited to the customer.
The warranty will be excluded in the following cases: a) Product with limited time of use or consumption, as is the case of batteries; b) Abnormal, inadequate, or non-compliant use with the technical specifications of the product, negligence of the CUSTOMER in the installation, storage, or maintenance of the product; c) Normal wear and tear, namely with regard to consumable parts; d) Transformation or incorporation of the product or incompatibility with other materials.
Special Safeguard for End-of-Line / Clearance Items (Category Z-Miscelâneos): Products integrated into the clearance, discontinued, or end-of-line category often correspond to the last units in stock or unique pieces from old collections. Although these equipments benefit from the full legal warranty against manufacturing defects, it is expressly established that, given the non-existence of replacement stock or the discontinuity of manufacturing, in the event of a legitimate fault and given the technical impossibility of replacement with an identical item, Triplo W will proceed with the repair of the component or, if this proves unfeasible, will issue a full refund of the amount spent by the customer through a credit note or return of the amount paid, concluding the process without the right to replacement with models from current ranges.
Triplo W reserves the right to charge a fee for technical assistance in the event that no fault is verified after analysis of the product returned for repair by the customer. This fee is applied according to the price list in force available on the company's portal.
GENERAL CONDITIONS FOR EQUIPMENT REPAIR
The customer must, before sending an equipment to Triplo W, Lda. for repair, request the respective authorisation. Otherwise, it will not be accepted. This request must mention the identification of the equipment, namely model, serial number, and purchase invoice number, as well as a brief report or summary of the detected fault(s) or anomaly(ies).
Equipment supposedly faulty that is sent to Triplo W, Lda. for repair must be sent with carriage paid. Otherwise, they will not be accepted.
Once the faulty equipment is received, Triplo W will proceed to its diagnosis and issue a repair report, which will be sent to the customer for their acceptance. Repaired equipment will be sent after payment of the shipping costs by the customer, with the transport cost added to the repair invoice.
In the event that the customer withdraws from the repair, or that the equipment is irreparable, or that the equipment is not faulty, a minimum of €50.00 will be invoiced, as a concept for disassembly, diagnosis, and completion of the repair report. To the mentioned value, VAT is added at the legal rate in force.
After notification with the repair budget, the customer has 15 days to pronounce themselves. After 15 days, and in the absence of communication by the customer, Triplo W will proceed to close the process, issue the respective invoice with all costs associated with the diagnosis and budgeting services in accordance with the Triplo W Technical Services tariff in force, and advise the customer to proceed with the collection of the material.
After notification that the equipment is ready for collection (repaired equipment, irreparable equipment, or equipment that the customer does not intend to repair), the customer has 30 days to pick up the equipment or request its dispatch to their facilities. At the end of this period, Triplo W reserves the right to send the equipment for dismantling without any other notification to the customer.
Invoicing for repairs will be carried out upon delivery of the equipment and payment will be cash on delivery.
The warranty period for repairs carried out by Triplo W will be three months from the date of delivery, exclusively covering the replaced parts and the technical labor applied. Repairs whose defects or faults result from misuse, poor conservation, incorrect use, or a faulty installation without following the instructions for use, or from the introduction of modifications without the consent of Triplo W, are excluded from the enjoyment of the warranty.
Independent of the agreed warranties, Triplo W, Lda. will have no obligation to compensate or indemnify for indirect or consequential damages or losses such as, for example, loss of production, loss of benefits, or cost of capital.
LIMIT OF LIABILITY
Triplo W, Lda. shall in no case be liable for loss of profits or consequential damages that the customer may want to impute to this company, responding only for product defects and their repair under the terms of the previous clause, the maximum limit of its liability being the value of the defective products.
The texts and photographs that illustrate and describe the products on this site are not contractual, having solely an informative character. Regarding deliveries to other countries, Triplo W is not responsible if the products do not comply with the laws and regulations of the delivery country.
FORCE MAJEURE
Triplo W is not in any way responsible for non-compliance with obligations or delivery delays as long as they are caused by external factors, including, but not limited to, government acts, natural disasters, customer acts, transport problems, electricity or component shortages, or labor disputes. In such cases, Triplo W may cancel orders without any liability to the customer.
DISPUTE RESOLUTION
In the event of a consumer dispute, the consumer may resort to the European Online Dispute Resolution Platform available at
COMMUNICATION OF THESE CONDITIONS
For the proper purposes, it is considered that the customer took full knowledge of these general conditions of sale at the moment they placed the order with Triplo W, as they form an integral part of the site where the products are displayed and are permanently accessible for consultation.
