General Conditions of the Online Shop

No user registration is required to make purchases from the Online Shop or to simply browse our product and service offering. 

However, if you are logged in as a My Vodafone user we will offer you a more personalised experience when browsing and shopping in our Online Shop. Specifically, the Service will be tailored to your needs so that we can provide you with personalised recommendations and/or suggestions of products and services tailored to your preferences using the information available in your My Vodafone account including your device model and brand.

The prices mentioned in the Vodafone Online Store are available for consultation excluding VAT, or with VAT at the legal rate in force. The Customer can choose to view the desired price option.

The offer displayed in the Vodafone Online Shop is limited to the stock available.

Vodafone reserves the right to change the conditions of sale of the products presented.

1. Vodafone Portugal aims to ensure that the information presented is error-free, and whenever errors occur and are detected, Vodafone Portugal will correct them as soon as possible.
2. Vodafone Portugal cannot be held responsible in the event that errors occur in the values and/or characteristics of the products when these are the result of technical problems beyond its control.
3. The prices and specifications of the products contained in this website are subject to change without notice.
4. Where applicable, the prices shown include equitable compensation under Law 49/2015 of 5th June.

• Orders placed in the Online Shop are limited to 6 products and 3 units per reference and per address and/or VAT number. In addition, the total value of the order may not exceed the amount of €6000 per day and €30000 per month and per address and/or VAT number.
• There is a field in the shopping cart for discount codes. These codes are distributed as part of campaigns run by Vodafone and comply with the conditions set out in the campaign. The codes accumulate with the promotions available at the time of their use. The use of the codes is valid if their value is lower than the value of the product on which you wish to apply the discount, but the remaining value will not be refunded. The purchase of products through Clube Viva is not covered by these conditions.
• As part of an order from the Online Shop, the customer is given the opportunity to provide alternative details for the purpose of delivering the order itself. The change of personal data in the buying journey of the Online Shop will only be used for order delivery purposes, and it is the Customer's responsibility to provide or change it.
• For the purposes of Clube Viva orders in the Online Shop or orders with the Online Price with the My Vodafone login, the information of the Vodafone customer account will be the information that Vodafone will use in terms of responsibility of payment, right to reimbursement, right to guarantee of the goods purchased and association of the commitment of permanence implicit in a Clube Viva purchase.

Deliveries to the address

Mainland Portugal:

You can schedule the delivery of your order during working days at two different slots: in the morning from 9:00 AM to 1:00 PM and in the afternoon from 2:00 PM to 6:00 PM. The minimum delivery time is 24 hours, for orders placed until 4:00 PM.

Autonomous Regions:

You can schedule the delivery of your order between 9:00 AM and 6:00 PM. The minimum time for delivery is 3 days.   

 

Other information

• If you wish to change the delivery date after completing the purchase, you will have to do it in 2 working days before the date initially chosen, through our Support Service: call 800919888 (private customer).
• f you are not at the indicated address on the selected delivery slot, or if it is impossible to meet the courier's schedule, you will be contacted to reschedule.
• Orders for delivery to PO Boxes are not accepted.

Delivery to a Vodafone Shop

For deliveries to a Vodafone Shop there are two scenarios for delivery:

• If there is stock available in a Vodafone Shop at the time of order: in this case you can pick up your order immediately with a 72 hour pick up time for mall shops or 96 hours for other shops, according to the opening hours of the shop. If you do not pick up your order during that period, it will be cancelled.
• There is no stock available in the Vodafone Shop: in this case the order will be transferred to the Vodafone Shop within 3 working days for mainland Portugal and within 5 working days for the Islands. When the order arrives at the Vodafone Shop, an email and SMS will be sent to you so that you can pick it up. From that moment you will have 72 hours (mall shops) or 96 hours (other shops) to pick up your order, according to the shop opening hours. If you do not pick up your order, it will be cancelled at the end of this period.

 

Other information:

• If you wish to cancel your order, you will have to do it in 2 working days before the initially chosen date, through our Support Service: call 800919888 (private customer). In this case it will not be possible to change the Vodafone Shop for delivery.
• If the order is not picked up within the time limit, the order will be cancelled, and the customer will be notified by email and SMS.
• In a Vodafone Shop, the order can only be picked up by the customer identified in the field Name for delivery at the time of order submission in the online shop. If the order is picked up by a third party, the order can only be picked up if there is proper consent. To this end, the following declaration must be completed and delivered to the shop. Identification documents will also be requested for the delivery of the order.

Deliveries in a PickUp shop

The estimated time of arrival of the order in the selected shop is 2 working days for mainland Portugal and 3 working days for the autonomous regions.

Afterwards, you have 5 days (according to the opening hours of the selected shop) to pick up your order. You will receive an SMS in the contact number indicated in the delivery details, informing that the order is already available for collection in the desired shop. If the order is not picked up within the time limit, it will be cancelled.

 

General notes on the delivery method

• No orders from the Online Store may be delivered to minors.
• The delivery times mentioned above may exceptionally not be met in situations where there is no stock of the products ordered.

The customer has at their disposal the following payment method:

Credit Card - The order can be paid by Credit Card in a secure way due to 3D-Secure service with data encryption. The Vodafone Online Store will not store the card details you use for this order.

In the event of non-compliance with the obligation to pay for the equipment purchased under these terms and conditions, Vodafone reserves the right to terminate the equipment purchase contract and, additionally, in cases where the equipment is already in the possession of the Customer, to block it.

1.           After Customer's Request

The customer may cancel the order via the order confirmation email or request Vodafone to cancel the order, which will be accepted provided that the order has not yet been processed. Once processed, Vodafone will proceed with delivery, but the customer should not accept the order.

To do so, please email or contact:

Private customer telemarketing: 800919888, from 10am to 10pm on weekdays, weekends and holidays (local call).

And give the following details:

• Tax Identification Number.
• Order Number.

 

2.      By decision of Vodafone

Vodafone reserves the right not to process orders where there are inconsistencies in the personal data submitted or where there is misconduct on the part of the buyer.

Vodafone reserves the right not to process any order or refund if there are errors in the values and/or characteristics of the products when these are due to technical problems beyond Vodafone's control.

Whenever the assumptions referred to in the preceding paragraphs are met, the customer will be duly informed of Vodafone's decision not to process his or her order.

The customer has 30 days from the date in which the order was received to exchange any purchased product (equipment / accessories) if it is not delivered in the proper conditions or presents some anomaly. To make this exchange the product must be returned in the condition it was delivered, in good condition (for example, without scratches) and the anomalies presented cannot be the result of improper use. The product must also be accompanied by the original sales packaging, the return form and a copy of the receipt.

The customer may exchange or return the product by going to a Vodafone Store or via the Post Office to the address below at no additional cost, provided that a request is made to CTT for the Vodafone Postal Technical Assistance Service.  

CTDI, VDF After Sales

Granja Industrial Estate

Rua 1º de Maio, nº 32

2625-717 Vialonga 

After the initial 30 days, the customer should send in their device for repair under the general conditions of the respective manufacturer's warranty. This repair may be carried out at a Vodafone Store that provides Technical Assistance Service or at the Manufacturer's Technical Assistance Centre.

Returning an iPhone

The return is only possible if it was purchased through a remote communication method such as the Vodafone Online Store.

In other cases, and due to Apple®'s commercial policy, these devices have specific conditions in the after-sales service. 

In the event of a technical fault within the Apple® warranty, the device must be delivered to a Vodafone shop with technical support service.

Returns by the exercise of the right of withdrawal  

The customer has a period of 14 calendar days to withdraw this contract without giving any reason. The period to withdraw this contract expires 14 days from the day after which you have received the product.

In order to exercise your right of withdrawal, you must inform Vodafone of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post to Apartado 8394 EC Cabo Ruivo (Lisbon) 1804-970 Lisbon). You may use the model withdrawal form available here, but it is not mandatory.

For the withdrawal period to be respected, it is sufficient that your communication concerning the exercise of the right of withdrawal is sent before the expiry of the withdrawal period.

In the event of termination of this contract, the customer shall be entitled to a refund of all payments made, including delivery costs (with the exception of additional costs resulting from the customer’s choice of a different method of shipment than the least expensive method of standard shipment offered by Vodafone), without undue delay and in any event not later than 14 days from the date on which Vodafone is informed of the decision to terminate this contract, provided that the customer has already returned the goods or provided evidence of their dispatch.

If the customer has requested a gift or accessory under a promotion or offer relating to the good returned to Vodafone by exercising this right, the customer must also return the gift or accessory purchased under those conditions. 

Refunds are made using the same means of payment as used for the initial transaction, unless expressly agreed otherwise by the customer; in any event, they will not incur any costs as a result of such refund.

Vodafone may withhold the refund until having received the returned goods, or until the customer provides proof of dispatch of the goods, whichever occurs first.

The customer may use one of the following means to return the goods: 

(i) Delivery to a Vodafone Store with extended services;

(ii) Via the Post Office, upon request from Vodafone's Postal Technical Assistance Service to: CTDI, VDF Post-Sale, Polígono Industrial da Granja, Rua 1º de Maio, nº 32, 2625-717 Vialonga.

The product(s) must be sent together with the packaging and accompanied by a copy of the receipt, a completed return form and a copy of the carrier's document showing the date of receipt of the equipment. These two return methods are free of charge. 

If the customer chooses other forms of return, he/she will have to bear the respective costs.

The customer will be fully responsible for the conservation of the equipment until the moment of resolution and delivery to Vodafone, and must return it in the correct conditions, being also responsible for the depreciation of the equipment if the handling exceeds what is usually allowed in the commercial establishment, in which case Vodafone reserves the right to not accept the returned equipment, returning it to the customer by post.

1. In accordance with Decree - Law no. 84/2021, the warranty period for electronic goods is 3 years, and in the third year, it is up to the consumer to prove that the defect detected already existed at the time of delivery of the good.
2. The warranty is provided under the terms and conditions established by the manufacturer of the equipment.
3. At the end of the warranty period, as well as in those situations in which the warranty is excluded due to the verification of a cause for its exclusion, the costs inherent to any technical repairs will be borne by the customer. 
4. To enjoy the warranty of the products purchased, you should keep the invoice delivered upon the delivery of your order.

For any additional clarification you may require regarding the commercial offer presented here, we have the following contacts at your disposal:

Telemarketing for private clients: 800919888, from 10am to 10pm on weekdays, weekends and holidays (local call).

The customer can make complaints to Vodafone by calling 16 9 12- Customer Services, by sending an email to apoiocliente@vodafone.pt or a letter to the postal address:

Vodafone Portugal - Comunicações Pessoais, S.A.

Avenida D. João II, 36 - E2 E202

Parque das Nações

1998 - 017 Lisboa

The complaints submitted are dealt with by the Vodafone Quality Support Office, by chronological order of entry, and a record of these complaints is kept.

To solve consumer conflicts for Private Customers, resulting from the purchase of goods through the Online Store and Live Club, the Arbitration Court of a Consumer Conflict Arbitration Centre that Vodafone has joined, currently located in Lisbon, Faro, Vale do Ave (Guimarães), Porto, Vale do Cávado (Braga), Coimbra and Funchal, under the terms of the respective regulations, without prejudice to the possibility of recourse to the Judicial Courts, under the terms of the Law.

From 15 February 2016, the online dispute resolution platform went live, which is available for consumers to resolve disputes about contractual obligations arising from online sales or service contracts out of court. To access the platform, click here.

"Online sales or service contract" - is a sales or service contract where the trader, or his intermediary, offers, on a website or by other electronic means, goods or services which the consumer orders on the same website or by other electronic means.

This privacy supplement sets out how your information is used by the Online Store. For more information about the Privacy Statement applicable to our products and services, which also includes the Vodafone Online Store, please refer to the Privacy Portal at https://www.vodafone.pt/portalprivacidade.html

Information we collect

To enable you to manage your orders, purchase and deliver of products through the Vodafone Online Store, the following Account and Billing data will need to be processed: address, email, name, telephone number, delivery address (including alternative delivery address), payment method and VAT number. These details are requested during the purchase process in the Online Store and are mandatory.

Whenever you wish to make a purchase and if you are logged in as a My Vodafone user, we will process your My Vodafone login details (username and password) for authentication purposes. Please note that you can make a purchase as a guest if you wish, in which case these data will not be processed.

If you log in as a My Vodafone user, you will be offered a more experience when browsing and shopping in our Online Store. Specifically, the service will be tailored to your needs so that we can recommend and/or suggest products and services according to your preferences, using the information available in your My Vodafone account such as your device model and brand.

When you make a purchase with Clube Viva discount points you must register with My Vodafone. If you have already registered, then you need to login as a My Vodafone user so that we can check your eligibility for the Clube Viva Programme and the number of points you have accumulated for use in your account.

The billing data for Clube Viva orders and Online Pricing orders with My Vodafone login (with option to keep Vodafone mobile number) is always associated with the Vodafone customer account data. The Vodafone customer account data automatically appears pre-filled in the order process after logging in via My Vodafone.

This Service uses cookies (small text files stored in the user's browser) and other technologies, such as web beacons (small image files used to monitor traffic patterns on our website). For more details on this, and how to object to such treatment, please see the Cookie Policy on the Privacy Portal.

 

How we use your information

We use the above data for the processing of your orders, for billing the products purchased in the store, to respond to complaints or clarification requests, to provide support and help with your orders and after-sales service, fraud detection and prevention, as well as for optimizing and tailoring the Online Store to customer needs.

Your VAT number may also be processed for the purpose of verification of eligibility for in-store purchases as well as for fraud detection and prevention.

In case you are an enterprise customer and you buy products with Clube Viva discount points in the Online Store you order will be pending for validation. Afterwards you will be contacted by Vodafone in order to give you feedback on the status of your order. Your order may not be processed in case there is no stock of the product ordered or if the eligibility conditions are not met as purchase is made through Clube Viva Programme.

When you are browsing the Online Store logged in as My Vodafone User, the information is also processed with the purpose of showing adverts and recommendations of products and services tailored to you in the Online Store. Please note that you can always choose to browse in the store and buy products (in this case as a “guest”) without being logged in as My Vodafone User.

What choices/options do I have?

You can choose to browse or shop in the Online Store as an identified customer (by logging in as a My Vodafone user) or as a guest without having to register or login to My Vodafone. 

Please note that in this case you will still be shown adverts and recommendations in the Online Store, but these are not and therefore do not involve the processing of your personal information namely the model and brand of your device.

How long do we keep your information?

Account details and information regarding Clube Viva points are retained for a maximum period of 3 years. 

Personal data that is collected during the order process will be processed, even though the purchase is not completed with the purpose of providing help and support to the Online Store and will be retained for 30 days.

Account and billing data will be retained for as long as necessary for Vodafone to comply with its legal obligations, including tax obligations.

For more information on Vodafone's data retention policies, please refer to our Privacy Statement on the Privacy Portal.

How do we protect your information?

Vodafone has implemented appropriate technical and organisational security measures as required by law and industry standards to protect your personal data from unauthorised access, use and disclosure. 

We take the necessary steps to ensure that we only use your personal data as described in this privacy supplement and honor the choices and permissions you have given us.

We only enter into agreements with service providers who guarantee the same level of information security that you expect from Vodafone.

Your rights

Under the terms of the applicable legislation, you have the right to access the data that directly concerns you, and you may also request the portability of your data, its correction, addition, deletion or to restrict the use of your data. You may also object to the processing of the personal data that you provide to Vodafone under the process of order of products when the processing is made based on our legitimate interests, or for marketing purposes. However, since in this case we do not process your personal information for such purpose, this right is not applicable.

 

For this purpose, you may contact Vodafone Portugal, Comunicações Pessoais, S.A., Avenida D. João II, n.º 36 - Piso 8º, Parque das Nações 1998 - 017 Lisboa. Regarding the right of access and portability you may also fill in your request in the online form available at Privacy Portal > Privacy Statement > Your Rights.

If you wish to contact us for information about your rights or to file a complaint about the way we use your information, you should send us an e-mail to privacidade@vodafone.com. In any case, you can contact the CNPD - Comissão Nacional de Proteção de Dados, whose contact details can be found at http://www.cnpd.pt/

 

Who provides the service?

The service is provided by Vodafone Portugal - Comunicações Pessoais S.A. a company that is also responsible for the processing of your personal data. Should you require any clarification regarding any aspect of this Privacy Supplement please contact privacidade@vodafone.com

 

Contacts

If you have any questions or require clarification on this privacy supplement please contact privacidade@vodafone.com