RA-RO TERMS AND CONDITIONS

The rules governing the use of our website and the purchase of our unique handmade products.

These Terms and Conditions apply to all purchases made on the ra-ro.eu website and regulate the relationship between RA-RO and its users and customers.

1. COMPANY IDENTIFICATION

Company Name: Stories in Objects Handmade Products Marketing and Consulting Ltd.
Headquarters: Avenida Guerra Junqueiro No. 16 4 Esq, 1000-167 Lisbon, Portugal
CPF: 518585069
Email: hello@ra-ro.eu
Website: ra-ro.eu

RA-RO is a platform dedicated to selling unique artisanal products, promoting the preservation of traditional crafts and connecting local artisans with customers who value authentic and historic pieces.

2. SCOPE OF APPLICATION

These Terms and Conditions apply to:

All users of the ra-ro.eu website
All purchases made through the platform
All services provided by RA-RO
All communications and interactions with the brand

The use of the website and/or the making of any purchase implies the full and unrestricted acceptance of these Terms and Conditions.

3. PRODUCTS AND SERVICES

3.1. Nature of Products

RA-RO exclusively sells unique handcrafted products created by select artisans using traditional techniques. Products include:

Ceramic and pottery pieces
Traditional textiles and embroidery
Wood and cork work
Artisanal food products
Traditional musical instruments
Other craft products at risk of extinction

3.2. Specific Characteristics of Handcrafted Products

Due to the handmade nature of the products:

Each piece is unique and may present slight variations.
Production times are variable and respect the pace of the artisans
Small imperfections are a natural characteristic of manual work.
Colors may vary slightly from images shown
Availability is limited due to small scale production

3.3. Descriptions and Images

All product descriptions and images are presented in good faith and as accurately as possible. However, we acknowledge that:

Pictures may not accurately reflect colors due to screen differences.
Descriptions are based on information provided by artisans
Each handmade product is unique and may differ slightly from the image.

4. PRICES AND PAYMENT

4.1. Prices

All prices are expressed in Euros (€) and include VAT at the legal rate in force.
Prices may change at any time without notice.
The applicable price is the one in effect at the time of order confirmation.
Shipping costs are automatically displayed at checkout before checkout.

4.2. Payment Methods

We accept the following payment methods:

Credit and debit cards (Visa, Mastercard)
PayPal

4.3. Payment Processing

Payment must be made at the time of ordering.
All transactions are processed through secure systems
The order will only be processed after payment confirmation
In case of payment failure, the order will be automatically canceled.

5. ORDERS AND CONFIRMATION

5.1. Ordering Process

Selection of products on the website
Add to shopping cart
Filling in shipping and billing data
Payment method selection
Payment confirmation and processing
Receiving confirmation email

5.2. Order Confirmation

A confirmation email will be sent with all the details.
Confirmation includes order number, products, prices and estimated delivery time.
If you do not receive the email, please contact us immediately.

5.3. Availability and Delivery Time

Due to the handmade nature of the products:

Products in stock: As indicated on the product page
Made to Order Products: 2-8 weeks (as indicated on the product page)
Seasonal products: Subject to availability of natural materials

Specific delivery times are always indicated on each product page before purchase.

If a product is not available, we will contact the customer at:

Propose similar alternatives
Indicate new availability period
Proceed with a full refund

6. DELIVERIES

6.1. Delivery Zones

We deliver to mainland Portugal, the islands, and European Union countries. For other destinations, please contact us at hello@ra-ro.eu .

6.2. Shipping Costs

Shipping costs are automatically calculated at checkout based on the destination and weight of the order. Exact amounts are displayed before checkout.

6.3. Delivery Responsibilities

Deliveries are made to the address indicated by the customer
Someone must be present to receive the order.
In case of absence, a notice will be left for collection.
RA-RO is not responsible for delays caused by external factors (weather conditions, strikes, etc.)

7. RIGHT TO FREE RESOLUTION AND RETURNS

7.1. Deadline

The customer has 14 days from receipt of the order to exercise the right of free withdrawal, in accordance with European legislation.

7.2. Conditions for Return

Products in original conditions
Original packaging intact
Mandatory prior communication ( support@ra-ro.eu )
Products not damaged by use

7.3. Excluded Products

Customized or tailor-made products
Food products
Products damaged by improper use

7.4. Return Process

Contact support@ra-ro.eu with order number
Receive return instructions
Carefully pack the product
Send to the indicated address (costs at the customer's expense)

7.5. Refunds

Processed within 14 days of receipt of return
Made using the original payment method
Shipping costs are non-refundable (except in case of our error)

8. WARRANTIES

8.1. Quality Assurance

All products are guaranteed against manufacturing defects.
The warranty covers materials and techniques used
Warranty period: 2 years for manufacturing defects

8.2. Warranty Limitations

The warranty does not cover:

Natural wear and tear of products
Damage caused by improper use
Natural changes in materials (wood, natural textiles)
Accidental breakage or damage

9. LIABILITY

9.1. Limitations of Liability

RA-RO's liability is limited to the value of the order. We are not responsible for:

Indirect or consequential damages
Loss of profits or opportunities
Improper use of products
Force majeure

9.2. Handcrafted Products

Due to the artisanal nature:

Small variations are normal characteristics
Minor imperfections do not constitute a defect
Each piece is unique and may differ from the images.

10. INTELLECTUAL PROPERTY

10.1. RA-RO Rights

All content on the site is owned by RA-RO or licensed:

Texts, images, videos
Logos and design
Stories of the artisans
Product photographs

10.2. Artisans' Rights

We respect the rights of artisans:

Acknowledgment of authorship
Protection of traditional techniques
Appreciation of cultural heritage

10.3. Authorized Use

It is allowed:

View content for personal use
Share products on social media
Print information for your own use

It is prohibited:

Reproduce content commercially
Use images without authorization
Copy texts or descriptions

11. DATA PROTECTION

The processing of personal data is governed by our Privacy Policy, available at ra-ro.eu/politica-de-privacidade, which is an integral part of these Terms and Conditions.

12. COMMUNICATIONS

12.1. Newsletter and Marketing

When creating an account, you can choose to receive:

Newsletter with new products
Stories of the artisans
Special offers
Events and fairs

12.2. Mandatory Communications

We always send communications about:

Order status
Changes to Terms and Conditions
Account Security Questions

13. CHANGES TO THE TERMS

RA-RO reserves the right to change these Terms and Conditions at any time. The changes will be:

Published on the website
Communicated by email to registered customers
Applicable from the date of publication

14. DISPUTE RESOLUTION

14.1. Complaints

For complaints, please contact:

Email: support@ra-ro.eu
Deadline: 30 days after the fact

14.2. Mediation

In case of dispute, the customer can appeal:

National Center for Information and Arbitration of Consumer Conflicts (CNIACC)
Lisbon Consumer Conflict Arbitration Center
EU Online Dispute Resolution Platform

14.3. Applicable Law

These Terms are governed by Portuguese law. In the event of a dispute, the courts of the district of Lisbon will have jurisdiction.

15. FORCE MAJEURE

RA-RO is not responsible for non-compliance caused by force majeure circumstances:

Natural disasters
Strikes and labor disputes
Computer system failures
Pandemics or public health emergencies
Acts of public authorities

16. FINAL PROVISIONS

16.1. Partial Invalidity

If any provision of these Terms is found to be invalid, the remaining provisions will remain in full force and effect.

16.2. Waiver

Failure to require performance of any provision does not constitute a waiver.

16.3. Completeness

These Terms constitute the entire agreement between the parties, superseding all prior agreements.

For questions about these Terms and Conditions:

Email: hello@ra-ro.eu
Address: Avenida Guerra Junqueiro No. 16 4 Esq, 1000-167 Lisbon

Last updated: September 2025

By using our website, you confirm that you have read, understood and accepted these Terms and Conditions in full.