Quality, ADR, ECB and Warranties

  • Right of Return, Free Resolution / Repentance
  • The customer has the right to return the items purchased without any justification to start the process. However, the following assumptions and conditions are due to customer:
    • Requests the return within 14 consecutive days from the delivery date.
    • Contacts Partnerplus (in written form) requesting the processes beginning.
    • Attaches the purchase invoice for the purchased product to Partnerplus.
    • The product to be returned is in the same conditions as it was sold with original packaging and with all the components and accessories in perfect condition.
    • The product to be returned does not show signs of misuse or the handling of which doesn´t exceed what is usually permitted in a commercial establishment.
    • The product to return is not a customer customized product (see next important note).

IMPORTANT NOTE: QNAP IT solutions configured by Partnerplus cannot be returned based on this resolution right because they are customized and configured according to what each customer wants; check information at FAQ's.

Once these assumptions are fulfilled and consequently accepted the return of the product, the refund will be made to the same means of payment used in the purchase and at no additional cost to the consumer. Partnerplus has 14 days to do so. The product return costs will be borne by the consumer.

  • Quality Policy, ECB and ADR

The email admin@partnerplus.pt is provided so that customers can evaluate and give feedback on our IT solutions and services, either by submitting complaints or compliments.

Partnerplus aims to be a reference provider for its customers, so it bets on improving processes of all its internal and external procedures. We also evaluate our supplier’s performance in face of customer requests, guided by the values that define the company's strategy.

All direct complaints made to Partnerplus must have the reference "COMPLAINT" in the email subject, so that they can be treated as such. We commit to reply all complaints within a maximum of 5 working days from the email receipt date. We hope to preserve our customers by working on a quick resolution of all their complaints emphasising our market presence in a very positive way.

  • ADR - Alternative Dispute Resolution

Partnerplus (NIPC: 513 942 890) is part of CICAP FULL MEMBERSHIP for solving disputes that may occur with final consumers. In addition to Partnerplus, customers may contact CICAP – Oporto Consumer Information and Arbitration Centre (www.cicap.pt) to solve all issues related from acquisitions to Partnerplus. CICAP in Rua Damião de Góis no. 31, Loja 6, 4050-225 Porto, Tel.: +351 225 508 349 / www.cicap.pt / cicap@cicap.pt, Opening times: 10h00m/18h00m. Additionally you can consult the link to the European platform at (RAL) European Platform.

  • ECB - Electronic Complaints Book

PartnerplusPartnerplus is registered on the Electronic Complaints Book platform, in www.livroreclamacoes.pt available since July 1st, 2018 to all consumers and users (Portuguese and foreign). Thus, optionally to direct contact with Partnerplus, customers may submit their formal complaint through this means, necessarily receiving a reply to it within a maximum of 15 working days from the receipt date. This complaint will be supervised and monitored by the ASAE (Food and Economic Security Authority) which is the authority on this matter.

  • Manufacturers' Warranty

All malfunctions in the solutions sold by Partnerplus should always be communicated to the email admin@partnerplus.pt as soon as they occur. In this way Partnerplus can measure the quality of its supplies and assist each customer in the warranty process. Partnerplus will only be responsible for the hardware and software settings provided to its customers, limit from which will be excluded from its responsibilities.

All services unrelated to the initial configuration provided and/or related to additional functionalities and components will be additionally charged for an amount written agreed prior to its execution between Partnerplus and the customer.

The additional solution provided support service (remote or presence) to the one covered under the Basis of the Partnerplus Advantage will always be additionally charged to our customers, being carried out only after quote customer approval sent for this purpose.

In the event of requiring a component exchange previously approved by Partnerplus and in warranty period, the collection will be made at the customers address at no cost to them.

  • Articles sold by Partnerplus in www.partnerplus.pt are covered by the statutory warranty regime, according with Article 5 of Decree-Law no. 67/2003 of 8th April, with amendments introduced by Decree-Law no. 84/2008 of 21th May. The warranties are the direct responsibility of their manufacturers.
  • QNAP has a 24-month base warranty for all equipment and can be extended by additional support from the equipment dealer. Any return of equipment from the manufacturer QNAP must be submitted for prior approval by QNAP technical support. For this, it is necessary to open a support case with the manufacturer in https://helpdesk.qnap.com
  • The discs that integrate QNAP solutions sold by Partnerplus have different warranty periods from the manufacturer QNAP, namely:
    • 2 years: Toshiba except P series, Western Digital (Blue/Green)
    • 3 years: Toshiba N series, Seagate IronWolf, Western Digital (Red, Purple)
    • 5 years: Seagate IronWolf Pro, Western Digital (Red Pro, Black, Gold)

NOTE: Partnerplus cannot be held responsible for the manufacturer's change of these periods. Always check with the manufacturer it’s warranty period at the time of purchase for the discs concerned.