Terms of service

GENERAL TERMS AND CONDITIONS OF SALE – GATO PRETO

Last updated: May 2026

1. SCOPE

These general terms and conditions of sale are intended to provide and define all the information necessary for the user regarding the procedures for ordering, purchasing, paying for and delivering purchases made on the gatopreto.com website. The gatopreto.com website is technically operated by CONFORT24 LDA, a company incorporated in Portugal, acting as a provider of technological platform and payment processing services: Technological Platform Operator:CONFORT24, LDATax Identification Number: 515 053 090Rua da Indústria, 13, Espaço Cultiva3420-316 Tábua, Portugal Seller / Trademark Owner: Loja do Gato Preto – Artesanato e Decoração, S.A.Tax Identification Number: 501 774 335 Alameda Fernão Lopes 16A, Miraflores1495-190 Oeiras, Portugal Email: online@gatopreto.comCONFORT24 LDA acts exclusively as the technical operator of the e-commerce platform and is not the producer, distributor or commercial representative of the Gato Preto brand. The seller of the products is Gato Preto, an autonomous entity and trademark owner, responsible for product quality, compliance with warranties and logistics management. These general terms and conditions of sale are the only ones applicable and replace all other conditions, except by prior express written agreement. By validating an order request, the user accepts these general terms and conditions of sale.

2. PRODUCT

Gato Preto is engaged in the sale of home décor and furniture. The images of the products available on the website are as faithful as possible, with a view to reproducing the product identically to how it appears in reality. Given that some products are manufactured by hand, slight differences may exist between the image and the product itself, due to the raw materials used and the production process.

3. ORDER

3.1. Placing an Order

The products available on the website are accessible to customers worldwide, except for specific logistical restrictions indicated at checkout.
To place an order, the user need only have an email account and follow the steps below:
1. Select the products you wish to purchase and add them to the shopping cart;
2.Register or access your personal account, where you may access and update your personal data and check the status of orders or returns at any time;
3.Complete all mandatory fields and select the desired payment option;
4.Accept the General Terms and Conditions of Sale and click “Complete Purchase”;
5.At the end of the order, you will see a screen confirming it and displaying its details. You will also receive an automatic email with this information.
By submitting their order, the user accepts these Terms and Conditions, as well as the Privacy and Personal Data Protection Policies appearing in the website footer.

3.2. Non-Processing of the Order

Gato Preto reserves the right not to process orders without a guarantee of successful collection, or if the orders are incomplete or incorrect, or if the product is no longer available. In these cases, the user will be informed of the cancellation by email and will be refunded the amount paid in the meantime.

Gato Preto also reserves the right to cancel any order, even if successfully placed, in the following situations:
•       Product unavailable (the amount paid will be refunded using the same payment method used);
•       Incorrect billing information;
•       Payment for the order not received within 8 business days after the order;
•       Error in the product price;
•       Unsuccessful delivery of an order to the address indicated for shipping.

3.3. Item Assembly - Important Notice

The item assembly service may only be contracted directly with Gato Preto at the time of purchase, subject to the conditions expressly presented on the website. Gato Preto shall not be liable for any assembly services contracted directly between the customer and members of the transport teams. These services are considered external to the scope of its activities and are entirely unrelated to the purchase contract concluded with Gato Preto.

3.4. Access to the Home - Customer's Responsibility

It is the customer's sole responsibility to verify, before delivery, that the items purchased - namely sofas, large furniture or other bulky items - can be brought into the dwelling through the existing access points, including doors, stairs, lifts, corridors or any other passageways.

The customer must also inform Gato Preto in advance of any access limitation that may affect delivery.

If, at the time of delivery, it is found that the item cannot be brought into the dwelling using the usual means, the customer may:

• sign a delivery document, assuming responsibility for any damage that may result from bringing the item into the dwelling; or
• schedule a new delivery attempt, being responsible for the carrier's additional travel costs.

Gato Preto does not make deliveries using cranes, lifting platforms or other lifting systems external to the building. Whenever delivery requires additional human resources, equipment or means due to the access conditions at the delivery location, their engagement and all associated costs shall be the sole responsibility of the customer.

This wording makes it very clear that:

• Gato Preto does not provide services using cranes or lifting platforms;
• if additional resources are required (such as a third worker, specific equipment or another extraordinary resource), the cost shall be borne by the customer;
• the customer has a duty to provide prior information about access difficulties.

4. PRODUCT AVAILABILITY

The fulfilment of orders placed on the website is subject to product stock availability. If a particular product is out of stock, Gato Preto will dispatch the available items and the customer will be refunded for the out-of-stock items.

5. PRICE

Product prices are those published on the website, except in the event of an obvious error. The website is updated daily; however, if the price information contains errors, Gato Preto will inform the user as soon as possible, giving them the option to confirm the order at the correct price or cancel it with the right to a full refund. The prices shown include Value Added Tax (VAT) or an equivalent tax, in accordance with the legislation applicable in the country where the order is placed. Delivery may incur an additional cost calculated at checkout, depending on the destination country and the selected delivery type. Above a certain order value, delivery may be free of charge, except for products delivered exclusively to the customer's home which, due to their characteristics, weight or volume, have an associated delivery cost.
Gato Preto reserves the right to change prices without prior notice. The price displayed at the time of purchase is the price actually applied, except in the event of an obvious error.

6. PAYMENT METHODS

The website provides the following payment methods:
•       VISA / MASTERCARD Credit Card;
•       PayPal;
•       MB WAY;
•       Multibanco Reference (Portugal);
•       SeQura - payment in instalments, with no need to submit documents and immediate approval;
•       Klarna - flexible payment over 3 to 12 months, with full control over dates and amounts.
Payments are processed in Euros (EUR) by CONFORT24 LDA, the platform's technical operator. The transaction may be identified by the customer's financial institution as an international transaction, and additional fees charged by the respective bank or card operator may apply, for which Gato Preto and CONFORT24 LDA have no control or liability. Once the transaction has been confirmed, the funds are transferred to Gato Preto.
Payment details are entered directly on a secure page of the electronic payment services provider. The invoice will be sent to the user by email, in PDF format, at the time the order is dispatched/delivered.

7. SHIPPING AND DELIVERY

7.1. Shipping

The order shipping process will begin after confirmation of successful payment for the respective order.

7.2. Delivery — Mainland Portugal

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7.2. Delivery — Portugal Islands

7.6. Other Countries

For shipments to other countries, delivery costs and timeframes will be calculated and displayed at checkout, depending on the destination and the weight/volume of the order.

7.7. Delivery Types

•       Express — exclusively for small items (max. 2m / 30kg individually).
•       Light (Kerbside Delivery) — delivered to the main entrance of the building or house. The customer is responsible for handling the product into the interior. Does not include assembly.
•       Plus (In-home Delivery) — delivered inside the home, in a room of your choice. May include assembly service.

7.8. Delivery Timeframes

The stated timeframes are merely indicative and are only valid after confirmation of successful payment. The final delivery date is confirmed by the carrier.
•       Express — up to 4–5 business days (Mainland Portugal). For the islands, the delivery time depends on external factors inherent to transport.
•       Light and Plus — items delivered exclusively to the customer's home (sofas, furniture and large items) may have different delivery times. Sofas may take up to 30–60 business days. During promotional periods, this period may be longer.

7.9. Home Delivery Process

The carrier will inform the user by SMS or email of the expected delivery date, and it will be possible to change that date or opt for collection at a nearby collection point.At the time of receipt, the customer must check the entire order in the presence of the carrier. In the event of a defect, damage or incorrect item, the customer must record the incident on the carrier's Delivery Note.Any damage must be recorded at the time of delivery - failure to report the occurrence makes it impossible to manage the matter subsequently.

8. CANCELLATIONS AND RETURNS

8.1. Order Cancellation

It is not possible to amend or cancel an order after it has entered processing.

8.2. Return Due to Withdrawal

The user has a period of 14 days to return the product if they are not satisfied, provided that:
•The product must not have been used or tampered with;
• The product must retain its original characteristics and the packaging must not be completely damaged;
•The product must not be a seasonal item (e.g. Christmas);
•The product must be complete and properly packaged in its original packaging (all pieces included);
•The printed invoice and return document must be enclosed.The return may be made in three ways:
•Central Warehouse — send to: DHL Supply Chain, Plataforma Logística de Palmela 6, Quinta da Marquesa, 2950-677 Quinta do Anjo, Portugal. Shipping costs shall be borne by the customer.
•Return in Store — at any Gato Preto store (except the Freeport Outlet in Alcochete), upon presentation of the return document and a copy of the invoice.
•Home Collection — available for products delivered exclusively to the customer's home, at an associated cost.
The refund will be processed within a maximum period of 14 days after receipt of the items in the store or warehouse. The original shipping costs will only be refunded in the event of a manufacturing defect.

8.3. Return Due to Product Non-Conformity

If, within 30 days of receipt, the user detects any manufacturing non-conformity, they may return the product by following the procedures described in section 8.2.

8.4. Refund Method

The refund will be made using the same payment method used for the order. In the case of payment by Multibanco reference, the refund will be made by bank transfer, and the user must provide their IBAN.The refund will be made within a maximum of 14 business days after receipt of the product or withdrawal from the purchase.

9. PRODUCT WARRANTY

The warranty is valid from the date of purchase for 2 years, upon presentation of the invoice. Products used improperly or incorrectly handled by the user are excluded. To invoke the warranty, contact Gato Preto through the online form or at one of the stores.

10. CAMPAIGNS AND PROMOTIONAL CODES

The specific conditions of each campaign (eligibility, duration, exclusions) will be detailed on the page of the relevant campaign. Campaigns and promotional codes are valid exclusively for purchases made on this website.

11. AMENDMENTS

CONFORT24 LDA may, at any time and without prior notice, amend these terms by publishing them on the website. Validation of an order request after such amendments means that the user accepts them.

12. EXCLUSION OF WARRANTIES AND LIABILITY

CONFORT24 LDA, as the technical operator of the platform, is not responsible for the quality, conformity or warranty of the products, responsibility that lies exclusively with Gato Preto as the seller. CONFORT24 LDA shall only be responsible for the proper technical operation of the payment and order management platform.

13. PROCESSING OF PERSONAL DATA

The user authorises the processing of the personal data provided in the purchase order, under the terms set out in our Privacy Policy.

14. CUSTOMER SUPPORT

For questions, suggestions, complaints or claims, contact Gato Preto through the online form or by email at online@gatopreto.com. Complaints will be handled within a maximum period of one month.

15. ADR ENTITIES — ALTERNATIVE DISPUTE RESOLUTION

For consumers in Portugal, the following entities may be used:
•Lisbon Consumer Dispute Arbitration Centre
• Ave Consumer Dispute Arbitration Centre
• CIAB – Consumer Information, Mediation and Arbitration Centre
•CNIACC – National Consumer Dispute Information and Arbitration Centre
•Coimbra District Consumer Dispute Arbitration Centre
•Algarve Consumer Dispute Information, Mediation and Arbitration Centre
•Porto Consumer Information and Arbitration Centre
For purchases made online, you may also initiate a dispute resolution procedure through the European ODR platform:https://ec.europa.eu/consumers/odr