Returns and Refunds Policy

Last updated: April 2026

STRATECHNA – Tecnologia e Serviços Empresariais, Lda (hereinafter “Stratechna”) is committed to ensuring the full satisfaction of its customers, in accordance with applicable European and Portuguese legislation on e-commerce and consumer protection, namely:

  • Decree-Law no. 24/2014, of 14 February (contracts concluded at a distance and off-premises, transposing Directive 2011/83/EU);
  • Decree-Law no. 84/2021, of 18 October (guarantees on the sale of goods and digital content, transposing Directives 2019/770/EU and 2019/771/EU);
  • Consumer Protection Act (Law no. 24/96, of 31 July, as amended).

The conditions below apply differently depending on the type of product or service purchased.

1. Physical Products — stratechna.pt (Computer Store)

1.1. Right of Withdrawal (14 Days)


Under Article 10 of Decree-Law no. 24/2014, the consumer has the right to withdraw from a distance purchase contract without needing to state any reason, within 14 calendar days from the date on which they took physical possession of the goods.

Who can exercise this right?
The right of withdrawal applies exclusively to consumers — individuals who purchase products for personal use, outside the scope of a professional or commercial activity. Customers who purchase products as part of a business activity (with a company tax number) do not benefit from this scheme, unless expressly agreed otherwise.

How to exercise the right of withdrawal:

  1. Contact us by email at suporte@stratechna.pt before the end of the 14-day period, clearly stating your intention to return the product and the order number;
  2. You may also use the withdrawal form available in your customer area at portal.stratechna.com;
  3. Await the return instructions, which will be sent to you by email.

Conditions for return:

  • The product must be returned in its original packaging, properly protected, with all accessories, manuals and documentation included;
  • The product must not have been used beyond what is strictly necessary to establish its nature, characteristics and functioning (equivalent to an assessment in a physical shop);
  • Return costs are borne by the consumer, unless otherwise expressly communicated by Stratechna;
  • The product must be sent within a maximum of 14 days after communicating the decision to withdraw.

What cannot be returned under the right of withdrawal:

Under Article 17 of DL 24/2014, the following are excluded from the right of withdrawal:

  • Software, games, digital content or licences whose protective packaging has been opened after delivery;
  • Goods made to the consumer’s specifications or clearly personalised;
  • Goods which, by their nature, cannot be returned or which may deteriorate or expire rapidly.

1.2. Legal Warranty — 2 Years

Regardless of the right of withdrawal, all products purchased on stratechna.pt benefit from a **minimum legal warranty of 2 years** from the date of delivery, under Decree-Law no. 84/2021.

In the event of a lack of conformity of the product (defect, fault or non-correspondence to the description), the consumer is entitled to:

  1. Repair of the product;
  2. Replacement of the product;
  3. An appropriate price reduction
  4. Termination of the contract (return and full refund)

In the first 12 months after delivery, any lack of conformity is presumed to have existed at the time of delivery, with the burden of proof reversed in favour of the consumer.

How to activate the warranty:

Contact us by email at suporte@stratechna.pt with the order number, a detailed description of the problem and, whenever possible, photographs or video of the defect.

1.3. Manufacturer's Commercial Warranty

Many of the products sold on stratechna.pt include an additional commercial warranty from the manufacturer, with its own terms and conditions. This commercial warranty is complementary to the legal warranty and does not replace or limit it.

1.4. Defective Products — Procedure

If you have received a product that is defective or was damaged in transit:

  1. Document the damage with photographs or video before unpacking it completely;
  2. Contact us at suporte@stratechna.pt within 48 hours of receipt;
  3. Do not refuse the order upon delivery without contacting us beforehand, as this may make it more difficult to process a claim with the courier.

1.5. Refunds — Timeframes

After receiving and inspecting the returned product, Stratechna will issue the refund within a maximum of **14 calendar days**, using the same payment method used in the original purchase, unless otherwise expressly agreed. The refund may be withheld until the product has been physically received.

2. Digital Services — stratechna.com (Domains, Hosting, Email)

2.1. Subscription Services

Web hosting, professional email and other recurring services are provided on a subscription basis. By activating a service, the customer confirms its immediate availability and expressly declares that they waive the 14-day right of withdrawal with regard to the part of the service already provided, under Article 17(1)(a) of DL 24/2014.

An active subscription may be cancelled at any time through the Portal (portal.stratechna.com), taking effect at the end of the current billing period. No proportional refunds are issued for periods already invoiced and not used, except in cases provided for by law.

2.2. Domain Registration

Domain registration is a non-refundable service once completed, as it involves immediate payment to the registrar entities (DNS.pt and others), which do not provide for refunds. The customer is responsible for checking the availability and accuracy of the desired domain before confirming the registration request.

2.3. Service Failure

Should hosting or email services suffer interruptions attributable to Stratechna that exceed the contracted uptime guarantees, the customer may request compensation proportional to the period of unavailability, to be assessed on a case-by-case basis. To do so, please contact suporte@stratechna.pt, stating the period and nature of the failure.

3. Digital Marketing Services — Webgate

3.1. Development Projects (Websites, Branding, etc.)

Development projects are bespoke services, customised according to each client’s specifications. Once the project has been commissioned and work has begun, no refund will be issued for the commissioning fee (first instalment), as it corresponds to work already started or planned.

The client may terminate the contract for just cause (serious breach by Webgate). In that case, the amount corresponding to the work not actually carried out will be calculated, with a possible partial refund.

3.2. Monthly Subscription Services (Maintenance, Hosting, SEO)

Webgate’s monthly subscription services may be cancelled with a minimum of 30 days’ prior notice, in writing to info@webgate.pt. Cancellation takes effect at the end of the billing period following the notice. No refunds are issued for periods already invoiced.

3.3. Webgate Store Products

Products purchased directly from the Webgate store (e.g. templates, plugins, licences) follow the rules of DL 24/2014 applicable to digital content. Digital content whose access or download has begun with the consumer’s express consent and waiver of the right of withdrawal is non-refundable.

4. Secretarial Services — MBontime

MBontime services are provided on the basis of individual agreements with each client. Cancellation and refund terms are set out in the respective proposals or service contracts.

In general:

  • One-off services already provided are non-refundable;
  • Regular services may be cancelled with prior notice, under the terms agreed in the proposal;
  • In the event of early cancellation without just cause, compensation proportional to the work planned but not carried out may be due.

For situations not covered above, MBontime undertakes to find a fair and proportionate solution, in dialogue with the client. Contact: mb@mbontime.pt.

5. Alternative Dispute Resolution (ADR)

In the event of a consumer dispute not resolved directly with Stratechna, the consumer may turn to the Alternative Dispute Resolution (ADR) entities legally recognised in Portugal. The competent entities are listed at (https://www.consumidor.gov.pt)

Stratechna undertakes to participate in consumer mediation and arbitration proceedings initiated by the aforementioned entities.

The European online dispute resolution platform (ODR) was closed on 20 July 2025, following the repeal of Regulation (EU) no. 524/2013 by Regulation (EU) 2024/3228, and is therefore no longer available. The Alternative Dispute Resolution entities mentioned above and the Electronic Complaints Book remain available.

6. Contact for Returns and Complaints

To exercise any right provided for in this policy or to submit a complaint:

Email:

  • Stratechna: suporte@stratechna.pt
  • Webgate: info@webgate.pt
  • MBontime: mb@mbontime.pt

Stratechna undertakes to respond to all requests within a maximum of 5 business days.

STRATECHNA – Tecnologia e Serviços Empresariais, Lda | NIPC 519 106 385 | Amadora, Portugal