Warranty

Warranty

Last updated: 22 September 2026

1. Legal guarantee of conformity — 3 years

Every item Sweet Apple sells to a consumer carries a 3-year legal guarantee of conformity from the date of delivery, under Portuguese Decree-Law 84/2021 of 18 October, which applies to goods bought from 1 January 2022 onwards.

During this period, any lack of conformity that appears is presumed to have existed at the time of delivery. You do not have to prove anything — the burden is on us to show otherwise, if that is the case.

If you bought as a business or professional, the guarantee is 2 years and the general rules of the Portuguese Civil Code apply.

2. What counts as a lack of conformity

An item is not in conformity when, for example:

  • It does not match the description, type, quantity or quality advertised;
  • It is not fit for the purpose an item of that kind is normally used for;
  • It was not delivered with the accessories or instructions you could reasonably expect;
  • It has a manufacturing or material defect.

3. Your rights

Where there is a lack of conformity, you are entitled, free of charge, to:

  1. Restoration of conformity — by repair or replacement, at your choice, unless the option chosen is impossible or disproportionate;
  2. A proportionate price reduction;
  3. Termination of the contract, with a refund of what you paid.

You may move to price reduction or termination where repair or replacement is impossible, is not carried out within a reasonable time, causes significant inconvenience, or the defect reappears.

Repair or replacement is carried out within a reasonable time, never more than 30 days, and without significant inconvenience to you. Shipping, labour and material costs are ours.

4. How to make a claim

  1. Contact us by e-mail at geral@sweetapple.pt or by telephone on +351 262 921 534, describing the problem. A photograph helps.
  2. Quote your order or invoice number. The invoice is what proves the date of purchase — keep it.
  3. We arrange collection or shipment with you, or you can bring the item to our Benedita shop.
  4. We assess it and, where appropriate, send it to the manufacturer or to our watchmaker. We keep you informed of progress.

5. Manufacturer's commercial warranty

Many of the brands we carry offer, in addition to the legal guarantee, their own commercial warranty, with terms and periods set by each manufacturer and normally documented in the certificate supplied with the item.

A commercial warranty is additional and never replaces or limits your legal rights. Keep the certificate and warranty card — some manufacturers require them before providing service.

6. What the warranty does not cover

The warranty does not apply to situations that are not a lack of conformity, namely:

  • Normal wear and tear — surface scratches to the case, glass or strap, tarnishing of costume jewellery;
  • Consumables — batteries, which are a wear component;
  • Damage caused by misuse, dropping, crushing, or contact with chemicals, perfumes or cosmetics;
  • Water ingress in items whose rating has been exceeded, or whose crown was not properly closed;
  • Work done by unauthorised third parties, including opening the case or replacing parts;
  • Lack of servicing recommended by the manufacturer;
  • Items with a removed or altered serial number.

7. Care that extends the life of your piece

  • Keep jewellery and watches away from perfume, hairspray, chlorine and cleaning products — apply cosmetics before putting the piece on;
  • Take your watch off before contact sports;
  • Never operate the crown under water;
  • Store pieces separately, in a soft pouch, to avoid scratches;
  • On dive watches, have the seals checked periodically.

8. Dispute resolution

If you are not satisfied with our response, you may refer the matter to an alternative consumer dispute resolution body — see our Arbitration Centres page. The Electronic Complaints Book is also available at www.livroreclamacoes.pt.