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Lápides D'Saudade
910 053 138

General Terms and Conditions

This page brings together the general terms that apply to orders placed with Lápides D'Saudade — who we are, how a purchase works, our returns policy and what the law says about personalised pieces, what guarantees you have, and who you can turn to if something goes wrong. For the practical step-by-step of an order (design approval, payment and timescales), see also our Order Terms.

1. Who we are

The site lapidesdsaudade.com is operated by Flávio André Gomes de Sousa, a sole trader (in Portuguese law, «empresário em nome individual»), who carries on business under the trade name Lápides D'Saudade, engaged in the production and sale of personalised headstones and memorial items.

For the purposes of these terms, the formal point of contact is the email address lapidesdsaudade@gmail.com.

In these terms, "we" means Lápides D'Saudade and "the customer" means the person who places an order with us.

2. What we sell

We produce and sell headstones, plaques and memorial items engraved to measure, according to each family's instructions — name, photograph, dates, message and finishes chosen by the customer. Each piece is unique, made purposely for one specific order, and cannot be resold to anyone else.

3. How an order is placed

The site has no shopping basket and no online payment: it exists so you can see the models, sizes and reference prices, and ask us for a quote — through the configurator, the contact form, WhatsApp or email. The order itself is closed in direct conversation with us, and is only considered confirmed when the customer approves the design preview we send. Nothing is engraved without that "yes" — the full process is described in the Order Terms.

4. Prices and payment

The prices shown on the site are in euros, include VAT at the legal rate in force and serve as a reference. The final price of each piece is the one in the quote we send, which also states the applicable shipping costs and how long the quote is valid for.

We ask for no advance payment: payment is made only after the customer approves the final design, by MB Way (the Portuguese mobile payment system), on the terms agreed when the order is confirmed.

5. Production and delivery times

Once the design has been approved and payment made, production and delivery typically take 7 to 14 working days, and we keep the customer informed by WhatsApp at each stage. In any event, and unless otherwise agreed, delivery is made within a maximum of 30 days, as the law requires. We deliver throughout the country; the specific shipping conditions for each order are stated in the quote.

The risk of loss of or damage to the piece during transport is ours: it only passes to the customer when the piece is delivered to them. If the order arrives damaged, contact us with photographs and we will arrange the replacement at no cost.

6. Returns and right of withdrawal

In distance purchases, Portuguese law gives the consumer, as a rule, the right to return the product within 14 days without giving a reason — the so-called right of free withdrawal, «direito de livre resolução» (Decreto-Lei n.º 24/2014, of 14 February, Portuguese decree-law).

This right does not apply to our personalised pieces. The same law expressly excludes goods made according to the consumer's specifications or clearly personalised — article 17.º(1)(c) of Decreto-Lei n.º 24/2014. A headstone engraved with the name, photograph and dates of one specific person is the typical example of this exception: once approved and engraved, the piece is of no use to any other family, and for that reason the law does not require us to take it back on account of a simple change of mind.

That is precisely why we work with mandatory prior approval: before anything is engraved, the customer sees and approves the exact preview of the piece — photo, text and layout — and only pays after that approval. Until they approve, they may withdraw or ask for changes freely, at no cost. Once the design has been approved and production has begun, the order cannot be cancelled on account of a change of mind.

If we should occasionally sell at a distance a piece with no engraving or personalisation whatsoever, the 14-day right of withdrawal applies under the general terms of the law: simply notify us of the decision by email within 14 days of receipt and return the piece in resaleable condition, and we refund within 14 days by the same means of payment.

This exception concerns change of mind only: if the piece arrives defective or different from what was approved, the guarantees in section 7 apply, and they are not affected.

7. Legal guarantees

All our pieces benefit from the legal guarantee of conformity provided for in Decreto-Lei n.º 84/2021, of 18 October (Portuguese decree-law): 3 years from delivery, for consumers.

If within that period the piece shows a manufacturing defect or is not in conformity with what was approved — engraving different from the approved design, defective material, damage not caused by use — the customer is entitled, at no cost, to repair or replacement of the piece and, where that is not possible or does not resolve the matter, to a price reduction or to termination of the contract with a refund.

To invoke the guarantee, simply contact us by WhatsApp or email with photographs of the problem, and we will arrange the correction or replacement as quickly as possible.

The legal guarantee does not cover the natural wear of the materials from exposure to the weather, nor damage caused by accident, vandalism or incorrect handling after delivery.

8. Complaints

If something goes wrong and our response does not satisfy you, you may lodge a complaint through the Livro de Reclamações (the official Portuguese complaints book), including in electronic form, available at www.livroreclamacoes.pt.

9. Alternative dispute resolution

In the event of a consumer dispute, the customer may turn to an alternative dispute resolution body (RAL, «resolução alternativa de litígios»), under Lei n.º 144/2015, of 8 September (Portuguese law). For our area, the competent body is CICAP — Tribunal Arbitral de Consumo (Porto), the Porto consumer arbitration tribunal — www.cicap.pt. The up-to-date list of available RAL bodies can be consulted on the Portuguese Consumer Portal — www.consumidor.gov.pt.

In consumer disputes with a value of up to €5,000, arbitration is mandatory for the seller when the consumer chooses it (Lei n.º 63/2019).

10. Personal data

The processing of customers' personal data is described in our Privacy Policy.

11. Applicable law and jurisdiction

These terms are governed by Portuguese law. For any dispute not resolved by agreement or through the means in section 9, the Portuguese courts have jurisdiction, without prejudice to mandatory consumer protection rules — in particular the consumer's option to bring proceedings before the court of their own domicile.

12. Changes to these terms

We may update this page when the law or the way we work changes. The version applicable to each order is the one published at the time the order is confirmed. Last updated: 19 August 2026.

Questions

For any question about these terms, contact us by email (lapidesdsaudade@gmail.com) or by WhatsApp (+351 910 053 138). We are available on working days and we reply through the same channel you wrote to us on.