Technical Assistance

AQUÁRIO, SA. is dedicated to offering the best experience to its Customers. This extends to the assistance policy, in which there is an effort to meet all Customer needs.

Before acquiring a good, keep in mind that in what concerns the Resolution of Contracts (Returns) there are elements in Portuguese Law that differentiate a distance purchase (online and to be received at the address via carrier) from a purchase made/picked up directly in a commercial space.

STARTING THE REPAIR PROCESS

To start the repair process you just have to go to one of the AQUÁRIO shops with the article and your invoice. In case you cannot do it, you can open a request for Repair of Damaged Material (RMA) in the form in your customer area in the AQUÁRIO online shop (in www.aquario.pt). Afterwards you must send the article, along with the copy of the invoice and description of the anomaly via carrier to the Porto Store - Headquarters (Rua Dr. Júlio de Matos 65-79, 4200-356 Porto).

WHAT IS NOT COVERED BY THE WARRANTY?

The cost of transporting the faulty material.
Damage caused by misuse or abuse.
Damage caused by transport outside the original packaging.
Damage caused by poor protection of the equipment.
Equipment opened by entities other than Aquario.
Equipment that has undergone attempts at repair, or even repair, outside of our assistance services.

Therefore, Aquario does not give a guarantee, nor is it responsible for equipment damaged due to poor handling, installation or configuration. Likewise, any modification to the original product invalidates the warranty.

WARRANTY?

The articles sold by AQUÁRIO in its online shop and commercial spaces are covered by the legal guarantee regime. Before acquiring a good, keep in mind the following points described in this page:

1. AQUÁRIO is merely a distributor;
2. All products commercialized by AQUÁRIO are not manufactured by the same. At the moment of sale, AQUÁRIO passes to the Customer the warranty of that(those) product(s);
3. Some products are marked with a period of guarantee superior to the one stipulated by law, which is of 3 years for final consumers. After 3 years, the warranty process will have to be dealt with directly between the Customer and the manufacturer;
4. Situations where the purchaser, legal or natural person is a professional user, i.e., intended the goods purchased for professional use (industrial, services, etc.) warranty of the mobile good is 6 months, according to Decreto-Lei 47 344 of 24 November 1966.
5. In portable computers, each manufacturer may only offer a 1-year warranty. Consult us before the purchase, to be sure of the warranty period of the laptop battery you are looking for;
6. In case of difficulties installing/using a product, first make sure that you follow all the instructions contained in the Manufacturer's Instruction Manuals, namely on the installation and use of the appropriate software. If the problem persists, contact the manufacturer directly;
7. In cases of RMA, AQUÁRIO is committed to do its best to have your product exchanged as soon as possible. However, you must keep in mind that the process does not depend exclusively on the seller (AQUÁRIO). All products that enter our facilities for RMA are tested and shipped as soon as possible. From then on, the process becomes the responsibility of manufacturers and suppliers;
8. Items that require specific care in their handling, transport and maintenance essential for their proper functioning, before purchasing, you should make sure you are familiar with them. In case of malfunction, the equipment is sent to an external technical assistance, whose opinion is sovereign. If you do not agree with the report issued, you should provide proof of your arguments.
9. In the case of discontinued products, the exchange can be made for an equivalent or superior product to the one currently on sale, however, this exchange is exclusively the responsibility of the supplier/manufacturer. A credit note may also be issued so that the customer can later purchase another article in our shop(s);
10. RMA requests are made in the form indicated below or in our reserved Customer area. Failure to comply with the procedures described in that section will lead to the product being returned at the Customer's expense;
11. Please note that any alteration to the original product will INVALIDATE THE WARRANTY. For example: removal of stickers with serial number or other type of label alluding to the warranty, tampering caused by VMODS, incorrect installation of heat sinks in graphics and memory, processors and motherboards with broken / crooked pins, incomplete products, such as the installation of electronic components or products of the same nature. In all these cases the RMA is immediately REFUSED;
12. Regardless of whether or not the equipment is under warranty, when the equipment is received for repair and no fault is detected, or if the fault was caused by incorrect use, a fee may be charged to cover logistics costs;
13. In no case can AQUÁRIO be responsible for the eventual partial or total loss of data, programs or software, installed in the products delivered for repair;
14. The deadline to pick up the equipment for repair is 90 days after the registration of the document, otherwise, the material is considered abandoned in the terms of artº 1267/1a of the C.Civil, so that AQUÁRIO will no longer be responsible for the integrity of the equipment. From the moment that it is considered abandoned, the owner is obliged to pay a penalty clause of 2.5 Euro for each day of delay in removal until the recycling period of the equipment. After 3 years from the date of the respective document and, under the terms of the article 1299 of the C .Civil, the material will become property of AQUÁRIO by way of usucapion. In case of debt, AQUÁRIO has the right to retain all the existing material in its facilities until it is totally paid off
15. Special Xiaomi: will only be accepted openings of RMA in Xiaomi products, when accompanied with the respective product, box, charger and manuals, without patterns and google or xiaomi accounts.
    If the indicated is not verified the same will be returned, where it will be necessary to make a new request.
16. Aquário Electrónica reserves the right to refuse requests for 2nd copy of Invoices to open a repair process, being mandatory the conservation of the same until the end of the warranty period.
17. Special Household Appliances, Disaster and Televisions: The requests for technical assistance should be made directly to the respective brands (See here), through which their specialized technicians will proceed to the verification at the installation site.
18. Apple Special: RMA openings will only be accepted on Apple products, when accompanied with the respective product, box, charger and manuals, without patterns and apple accounts.
19. Headphones, earphones, hoovers, or similar products that require careful maintenance must be shipped after they have been cleaned. Failure to clean may invalidate activation of the manufacturer's warranty.

DIRECT WARRANTY WITH THE MANUFACTURER.

Some brands provide warranty / direct support to the Customer, in these cases you can contact directly with the brand to deal with the warranty of the equipment.
You can consult here:

Is your equipment not in the list of brands above?
We suggest two things:

1) Search the brand's website. And so, activate your warranty directly with the brand/manufacturer.
2) If you did not find it on the brand's website, open the repair process directly in Aquário Electrónica. To do this, click on the link below.

OPENING REPAIR PROCESS 👉