Terms and Conditions
AR Tradição - Decoração de Interiores, Lda. sells its products under the brand name “ANA ROQUE INTERIORS” worldwide.
These General Terms and Conditions of Sale apply to all distance sales of ANA ROQUE INTERIORS products at www.ana-roque.com, telephone, email or any other relevant communication and support provided by ANA ROQUE INTERIORS sales assistants (customer service).
The use of the distance selling service described herein is reserved for customers only. The term "Customer" shall be understood to mean any company or individual that enters into a legal transaction for purposes predominantly within its trade, business, and profession.
Resale, rental or transfer for commercial or professional reasons for the products purchased on the website is permitted.
These General Terms and Conditions of Sale apply to all purchases made with ANA ROQUE INTERIORS official agents.
ANA ROQUE INTERIORS reserves the right to decide the nature of a legal transaction between ANA ROQUE INTERIORS and what is considered an "end customer" (individual consumer).
ANA ROQUE INTERIORS may modify these General Terms and Conditions of Sale at any time. Therefore, the Customer is required to accept the General Terms and Conditions of Sale at the time of purchase.
These General Terms and Conditions of Sale are posted on the website for customers and store awareness.
It is understood that by placing an order at www.ana-roque.com website, or directly with a Sales Assistant (an official brand employee, with an official ANA ROQUE INTERIORS email under @ana-roque.com address), the Customer fully and unreservedly acknowledges and accepts these General Terms and Conditions of Sale, which form an integral and substantial part of these recitals.
These General Terms and Conditions of Sale do not govern the provision of services or the sale of products for matters other than ANA ROQUE INTERIORS, even where they are presented on the official website through links, banners or other hypertext links.
Therefore, before placing an order and/or purchasing products and/or services to others than the supplier, the customer must verify the applicable terms and conditions.
In any case, the provider cannot be held responsible for the provision of services by third parties.
Only orders made by companies or individuals registered with an account with ANA ROQUE INTERIORS are accepted.
Orders can be placed in English, French, Spanish or Portuguese through the ANA ROQUE INTERIORS sales assistant Monday through Friday from 9am to 6pm CET, excluding holidays.
Customers must provide ANA ROQUE INTERIORS with a valid email address, company name (if applicable) and address, taxpayer number (if applicable, to benefit from professional sales conditions) and other relevant information under these Terms and Conditions.
General Conditions of Sale relating to the order
The Customer is responsible for selecting the articles of interest.
A proforma invoice prepared by ANA ROQUE INTERIORS sales representatives must be required for all purchases made on the ana-roque.com website.
ANA ROQUE INTERIORS reserves the right to accept a Proforma invoice as a document confirming customer selection for the product, including all finishes specified for each product listed.
ANA ROQUE INTERIORS reserves the right to consider a proforma invoice valid for 4 weeks from the day of its initial submission. For proforma invoices with delivery service quotes, they are considered valid for 2 weeks only.
ANA ROQUE INTERIORS reserves the right to set an expiration date and the price of an official quotation for a custom item.
While ANA ROQUE INTERIORS takes all appropriate measures to ensure that photographs and other relevant information on the site faithfully represent the original products, including technological means to minimize inaccuracies, certain variations are possible due to the nature of the product and materials, as well as applied manual production methods.
Consequently, ANA ROQUE INTERIORS does not fully guarantee a clear identity of the end products compared to the graphic representation shown on the website or the official marketing material, or identical finishes on two or more parts manufactured in separate orders - regarding coloring and detailing precision carving in wood, ceramics, foundry, and other metal structures for the technical reasons listed above.
When making a purchase, the Customer has the right to request photographs of the ordered parts before shipment to ensure that the parts are actually in the expected finish as displayed on the branded website and/or other updated official marketing material. This order must appear on the proforma invoice of the order.
If the Customer needs to modify an item either in its workmanship or quantity, or correct order errors specified in the official proforma invoice after the corresponding order has been placed, the Customer must follow the instructions suggested by the sales representative.
ANA ROQUE INTERIORS reserves the right to charge for any changes made to the order 2 business days after receiving the payment confirmation receipt.
An official signature and company stamp is required on all drawings or technical schemes associated with any custom made product.
All prices are retail prices and do not include VAT or other taxes, fees or shipping. ANA ROQUE INTERIORS reserves the right to apply VAT costs in all relevant cases.
The price of each product is displayed on a public and official price list, which should be consulted before ordering. ANA ROQUE INTERIORS regularly updates price lists.
All items include proper product packaging.
ANA ROQUE INTERIORS reserves the right to modify product specifications and prices offered on the www.ana-roque.com website.
For standard orders, an advance transfer of 50% of the total value will be required to confirm the order and start the production process. The final balance should be settled as soon as the order is ready before delivery.
The customer must make each payment by bank transfer as indicated on the order form. The Customer should confirm ANA ROQUE INTERIORS bank details before making any payments and also provide proof of their bank transfer to the designated Sales Assistant;
ANA ROQUE INTERIORS defines the production period from 60 to 90 days from the date of receipt of the advance. Delivery time is not included.
For orders that include multiple collections, the estimated lead time will always be the highest order response time.
Deadlines for bulk orders must be agreed and accepted in writing.
Custom order lead times, new product prototypes, and custom solutions that include any modification of our products - 100% custom colors, measurements, finishes, and designs - require a case-by-case review with a minimum of 90 days, which can be increased depending on the specifications of the parts.
ANA ROQUE INTERIORS reserves the right to apply a storage fee for all orders remaining in the warehouse for more than 2 weeks from the notification of the final balance due.
ANA ROQUE INTERIORS will be liable for material defects following applicable legal provisions. There is an additional warranty for goods supplied by the supplier but only applies where expressly stated on the invoice of the respective article.
All orders with parts subject to the ANA ROQUE INTERIORS product warranty, all claims and all other complaints are handled by the customer service team.
In any of the above cases, the Customer must contact the ANA ROQUE INTERIORS Sales Assistant responsible for the order, who will provide information about the after-sales service.
You are not entitled to any claims for defects if you have altered a product or been exchanged by a third party unless you prove that the material defect already existed at the time of delivery.
Claims for defects resulting from Customer's shipment process are not covered by ANA ROQUE INTERIORS warranty. In these cases, ANA ROQUE INTERIORS is committed to finding a suitable solution with the Customer. Claims for defects resulting from the shipping process handled by ANA ROQUE INTERIORS are covered by the ANA ROQUE INTERIORS warranty.
In the case of EXW shipping, please note that ANA ROQUE INTERIORS is not responsible for damage to cargo in transit. In the case of DAP/ DDU/ DAT/ CIF shipping, please note that before signing the goods delivery document, the Customer must confirm that the package has any noticeable damage.
If there is noticeable damage to the packaging, the Customer must mention "subject to verification" to protect any damage to the goods and file a claim under the insurance policy.
Customers may claim warranty for defects resulting from improper handling in the delivery process, within 2 business days of receipt of order.
As a result, the Customer is advised to check and photograph all ordered parts upon their arrival.
ANA ROQUE INTERIORS reserves the right to process the complaint as necessary and undertakes to offer the Customer a remedy within 5 business days of filing the complaint.
ANA ROQUE INTERIORS reserves the right to refuse any delivery pickup from any location other than the original delivery address.
RETURNS AND REFUNDS
The submission of a withdrawal request must be made by the Customer up to 2 working days of the date of delivery to the Customer or a third party.
To exercise the right of withdrawal, the Customer must contact Customer Service and follow the procedure specified by ANA ROQUE INTERIORS sales representatives. ANA ROQUE INTERIORS reserves the right of deciding what situations justify the right of withdrawal of the Customer.
ANA ROQUE INTERIORS reserves the right to refuse the return or refund of any custom-made or personalized item.
ANA ROQUE INTERIORS reserves the right to complete a refund or make an item replacement, only once the original item has been delivered to its designated warehouse and verified for damage.
All products must be returned in their original packaging (box, accessories, inserts, protection, leaflets, etc.) and must be accompanied by the purchase invoice.
Damaged goods being returned must be in the condition in which they were received by the Customer. The Customer must not attempt to modify, handle or repair them.
ANA ROQUE INTERIORS shall not be liable for any lost profits or savings, loss of reputation or goodwill, indirect or incidental or consequential damages arising out or in connection with the sale of the goods.
a) Subject to these terms and conditions, the Campaign is open to any applicant who is described as follows:
- Registered Interior Designer studios, with proven registered companies worldwide
- Registered furniture showrooms with proven registered companies, worldwide
- Registered furniture pop-up-stores with proven registered companies, worldwide
- All furniture and interior design related registered professionals with proven registered companies
- Registered end-clients
The following persons are not eligible to participate in the Campaign:
b) Any Customer who does not meet the minimum age requirement of eighteen (18) years old.
Approval of Applications
The Applicants (“Successful Applicants”) are those customers who have an open account with ANA ROQUE INTERIORS.
For the avoidance of doubt, concerning ANA ROQUE INTERIORS campaign applications, "successfully approved" means that the Customer's account has all the relevant information which may be required.
ANA ROQUE INTERIORS’ decision on all matters relating to the Campaign will be final and binding.
ANA ROQUE INTERIORS reserves the right to cancel, revise, terminate or suspend the Campaign without notice.
It should be clarified for the avoidance of doubt that any cancellation, review, termination or suspension of the campaign by ANA ROQUE INTERIORS will not entitle any participant to claim or claim any compensation from ANA ROQUE INTERIORS resulting directly or indirectly from the act of cancellation, review, termination or suspension.
These Terms and Conditions are governed by and construed under the laws of Portugal and the EU (European Union).
These offers may not be combined with any other offers, cannot be applied retroactively, and applies to ANA ROQUE INTERIORS customers only.
The Limited Campaigns are available only while supplies last, and quantities are limited. ANA ROQUE INTERIORS reserves the right, in its sole discretion, to change, cancel or extend the campaign at any time and or/ to not provide discounted prices in the event of any fraud or deception.