Returns & Refunds policy

1. Scope and Applicable Legislation

This Policy applies to the sale of electric vehicles by Eco de Certezas LDA to final consumers, in accordance with Decree-Law No. 24/2014, of 14 February, and Decree-Law No. 84/2021, of 18 October (Warranty Law).

2. Right of Withdrawal

The consumer has 14 calendar days from the date of receipt of the motorbike to exercise the right of withdrawal, without needing to state a reason.

To exercise this right, the consumer must send, within those 14 days, a written notice (by email to electricmotorlisbon@gmail.com or by registered letter with acknowledgement of receipt) containing:

• Full name and Tax Identification Number (NIF);

• Order reference;

• Model of the purchased motorbike;

• An unambiguous declaration of intention to withdraw from the contract.

3. Preferred Replacement Procedure

Before proceeding with a physical return, Eco de Certezas LDA will offer the consumer, whenever technically feasible:

• Replacement of the item with an identical one (same model and specifications), or

• Free repair of the item, if the defect can be remedied.

The consumer must confirm, within 7 days of the withdrawal notification, whether they accept the replacement or repair.

If the consumer refuses the replacement or repair, the physical return procedure described in section 4 will apply.

4. Physical Return and Refund

If the consumer does not accept the replacement or repair, they must return the motorbike within 14 days of the withdrawal notification.

The direct costs of returning the goods are borne by the consumer, unless expressly stated otherwise. The motorbike must be returned in perfect working condition, with all accessories and in its original packaging.

Eco de Certezas LDA will issue a full refund of all amounts paid (price of the motorbike plus initial shipping cost, if applicable) within 14 days of whichever of the following occurs first:

• Receipt of the withdrawal notification; or

• Receipt of the returned motorbike.

The refund will be made using the same method of payment used for the original purchase, unless the consumer agrees to an alternative method that does not incur additional costs. The Company may withhold the refund until it has received the motorbike back or the consumer provides proof of dispatch.

5. Defective or Non-Conforming Goods

If the motorbike is defective, damaged, or non-conforming at the time of delivery, the consumer must notify Eco de Certezas LDA in writing within 2 months of the date on which they became aware of the issue, by email to electricmotorlisbon@gmail.com or by registered letter.

Eco de Certezas LDA will always offer, as a preferred solution:

• Free repair, or

• Replacement of the motorbike with an identical one.

If repair or replacement is not possible within a reasonable timeframe, the consumer may choose either:

• A proportional price reduction, or

• Termination of the contract (full refund).

In the event of contract termination due to defect or non-conformity, the refund procedure described in section 4 applies, and the consumer will be refunded within a maximum of 14 days after confirmation of their entitlement to a refund.

6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Customised or modified goods at the express request of the consumer;

• Goods which, after delivery, become inseparably mixed with other items, under the terms of Article 18(1) of Decree-Law No. 24/2014.

7. Final Provisions

Eco de Certezas LDA reserves the right to update this Refund Policy at any time. The current version will always be published on the website, with the date of last update indicated.

For any questions or clarifications, please contact us at:

• Address: Rua Branca Gonta Colaço 12 R/C Esquerdo, 1700-363, Lisbon

• Email: electricmotorlisbon@gmail.com

Date of last update: 20/05/2025.