Terms of service

Terms and Conditions – General Terms and Conditions of Sale

 

Business Policy

These General Sales Conditions (hereinafter “GSC”) oversee the purchases of footwear products and accessories of the “A’RCOPEDICO” brand (the “Products”) carried out on the e-commerce website accessed through www.arcopedico.com

A’RCOPEDICO, a brand owned by ROPAR – Fabrico de Calçado Ortopédico S.A., operates this store and its corresponding website, including all related information, content, functionalities, tools, products and services. This store is available through the link www.arcopedico.com, and the e-commerce services are exclusively intended for end users, namely “Consumers”. A “Consumer” means a natural person, of legal age, who purchases outside the scope of their trade, business or profession. If you are not a “Consumer”, please refrain from placing orders on this website.

ROPAR reserves the right not to process orders received from users who are not “Consumers” or orders that do not comply with the GCS set out in this document. In any case, whenever the purchaser does not qualify as a consumer, the purchase contract shall be governed by Portuguese law, excluding the 1980 Vienna Convention on Contracts for the International Sale of Goods.

These General Conditions of Sale exclusively regulate the offer, transmission and acceptance of orders placed in the online store accessed through the website www.arcopedico.com between the Consumers of the A’RCOPEDICO online store and the seller. The “Consumer” must provide the “Seller” with an email address or details of another means of contact that are accurate and complete and agrees that the “Seller” may contact them using such details whenever deemed necessary.

The terms and conditions set out below, together with any policies referred to herein (the present “Terms of Service” or “Terms”), describe your rights and responsibilities when using the Services.

Please read these Terms of Service carefully, as they include important information regarding your legal rights and cover matters such as warranty disclaimers and limitations of liability. The language in which the sales contract is concluded is Portuguese. In the event of any discrepancy between versions of the GCS drafted in a language other than Portuguese and accepted by the “Consumer”, the meaning and interpretation of the Portuguese version of the GCS shall prevail.

1. Access and account

By agreeing to these GCS, you declare that you are at least of legal age and that you have given your consent to allow any of your minor dependents to use the Services on devices that you own, purchase, or manage.

In order to use the Services, including accessing or browsing our online store or purchasing any of the Products we offer, you may be required to provide certain information, such as your email address and billing, payment, and shipping details. You represent and warrant that all information you provide is accurate, current, and complete, and that you hold all necessary rights to provide such information.

You are solely responsible for maintaining the confidentiality and security of your account credentials and for all activity that occurs under your account. You may not transfer, sell, assign, or license your account to any other person.

2. Order

2.1 How to order

You need an e-mail address to place an order, and you need to set your browser to accept both cookies and pop-ups in order to make full use of the A’RCOPEDICO online store.

Order:

  • Find the products you want;
  • Add the products to your cart;
  • Proceed to checkout;
  • Select delivery and billing options;
  • Review your order;
  • Submit your order;
  • Receive an online order confirmation.

Before submitting your order, please carefully review all details, as A’RCOPEDICO may be unable to process cancellation requests after the order has been accepted.

By clicking the “Checkout" button, you send your order to ROPAR as it is displayed in the final check out screen. Once we have received your order, an automated confirmation of receipt will be displayed on the Website, which contains your order number and the details of your purchase. The purchase agreement has now been concluded. A copy of the automated order confirmation will be sent to your e-mail address. We strongly suggest that you print or download this copy for future reference.

By submitting an order form, you agree and accept these General Terms and Conditions of Sale as well as further conditions including the General Terms and Conditions of Use, Privacy Policy and Return Policy. We may not process purchases when there are not sufficient guarantees of solvency, when orders are incomplete or incorrect, or the products are no longer available. In the above cases, we shall inform you by e-mail that the contract has not been executed and that the Vendor has not carried out your purchase order specifying the reasons thereof.

By submitting your order, you also represent and warrant that (i) the credit card information provided is true, accurate, and complete; (ii) you are duly authorized to use such credit card to complete the purchase; (iii) the charges incurred by you will be honored by your credit card issuer; and (iv) you will pay the charges incurred by you at the published prices, including shipping and handling fees and all applicable taxes, if any.

If the products displayed on A’RCOPEDICO online store are no longer available at the time of your last access or once the Vendor has received your order form, the Vendor shall inform you of the unavailability of the ordered products within thirty (30) days from the day after the Vendor has received your order. If the order form has been sent and the price has been paid for items that are no longer available, the ROPAR will refund the amount paid for those items.

The user represents and warrants that any purchases made are intended for personal or household use only and not for commercial resale or export.

2.2 Our right to not accept your order or cancel your purchase.

A’RCOPEDICO reserves the right to refuse any order for whatever reason. We also reserve the right to cancel any purchase (an order already accepted by us) in (amongst others) the following situations, without being liable for any damage or costs

  • Product is not available / in stock (any payments will be refunded);
  • Billing information is not correct or not verifiable;
  • Order is flagged up by our security systems as an unusual order or an order susceptible to fraud;
  • Payment is not received within the regular period;
  • If we have reasons to believe you are under 16;
  • If we have reason to believe that you are a reseller;
  • If we could not deliver to the address provided by you.

3. Guarantees and product price indication

3.1 Payment methods

The payment methods available are Credit Card (Visa, MasterCard, Amex, Discover and Maestro), Paypal, ATM (only for Portugal) and MbWay (only for Portugal). We do not accept any other method of payment than mentioned, as our system is not designed to process other payment methods. Please do not try to pay by any other way than specified there. If you do, we will not be liable for loss of the payment or any other damages that may result from this action.

Payment-related communications and the data provided by the Customer at the time of payment are transmitted via secure channels specifically designed for this purpose. Credit card payment security is ensured through the use of the TLS (Transport Layer Security) encrypted data transmission protocol.

For each order placed on the Website, A’RCOPEDICO will issue a tax receipt for the dispatched goods.

The information provided will not be used by A’RCOPEDICO except for the purposes of carrying out the procedures necessary to complete the purchase, manage exchanges/returns (in accordance with the exercise of the right of withdrawal), or be disclosed to law enforcement authorities in cases of fraud. The purchase price of the Products and the shipping costs, as indicated in the order form, will be charged when the purchased Products are effectively dispatched.

4. Order security

A’RCOPEDICO shall not be liable for any damages suffered as a result of the use of electronic means of communication, including – but not limited to:

  • Damages resulting from failure or delay in delivery of electronic communications;
  • Interception or manipulation of electronic communications by third parties;
  • Interception or manipulation by computer programs used for electronic communications and transmission of viruses.

If you pay through ATM we will start delivery after we receive your payment. This may take several days. In the event that no payment has been received within the regular period referred in your confirmation email after you submitted your order, your purchase will be cancelled. Payments can only be processed if the billing information can be verified.

5. Products availability

Product availability as indicated on the Website refers to the effective availability at the time the Customer places the order. However, such availability shall be considered indicative only, as Products may be sold to other Customers prior to order confirmation due to simultaneous access to the Website by multiple users.

Whenever the products included in an order are unavailable for reasons beyond A’RCOPEDICO’s control, the order shall be automatically adjusted by removing the unavailable Product.

6. Prices

  • All product sale prices displayed on the Website are expressed in the local currency and include all taxes payable by the Consumer.
  • The exact shipping fee will depend on the country and/or region of delivery, as well as on the selected shipping method.
  • All prices are quoted in euros. Please note that changing the country of delivery may affect the applicable prices.
  • Prices published in our online store may differ from prices offered in physical stores or in online or other types of stores operated by third parties.
  • The total price specified at the final checkout stage includes taxes and shipping costs. Please pay only the exact amount specified in the order confirmation and, where more than one order is placed, make separate payments for each order.
  • A’RCOPEDICO reserves the right to change the prices of the Products displayed at any time and to correct any pricing errors that may occur inadvertently. Any price change shall not affect an order that has already been accepted by A’RCOPEDICO. In the event of a pricing error, we will allow the order to be amended at no additional cost.
  • In the event of a computer, manual, technical, or any other error that results in a substantial and unintended alteration of the retail sale price, rendering it excessive or clearly negligible, the purchase order shall be deemed invalid and cancelled, and any amount paid by the Customer shall be refunded within fourteen (14) business days from the date of cancellation.
  • From time to time, we may offer promotions on Products, which may affect prices and are governed by terms and conditions separate from these Terms. In the event of any conflict between the terms of a promotion and these Terms, the promotional terms shall prevail.

7. Legal guarantee

The products available in the A’RCOPEDICO online store are exclusive from ROPAR, not selling second-hand products. The main features of each product shown can be found on each product page. The products offered for sale may not exactly match the actual shoe in terms of image and color, due to the Internet browser and monitor used.

We do not guarantee that the appearance or quality of any Products or Services purchased by you will meet your expectations or be exactly identical to those displayed or illustrated in our online store.

Under the terms and for the purposes of European Directive 44/99/CE and Decree-law 84/2008, A’RCOPEDICO guarantees to the Customer that the Products are free of design and material defects, complying with the descriptions published in the Website for a period of 2 (two) years from the date of delivery of the Products to the Customer.

Upon delivery, the Client must inspect the packaging for damage. If it appears that the products are damaged, please do not accept the shipment. Please also note that you should inspect the products within a reasonable time after their receipt. Any complaint of no reception of the order, must be made within a maximum of 60 days after the date that the order was placed. After this time, A’RCOPEDICO cannot be held responsible for the loss of the order. You should contact A’RCOPEDICO Quality Department, through email or phone, and indicate the damages, as well all needed information.

A’RCOPEDICO will evaluate all information and inform the Client of its decision. The authorization to return the Products does not in any way constitute acknowledgment of defects or non-conformities. Whenever, following further verification, the Products are not covered by the warranty, they will be returned to the Customer.

The Legal Guarantee is no applicable in the event of use or washing of the product that does not conform to the product itself and the instructions/warnings provided. Please, and in order to be entitled to the Legal Guarantee, the original invoice/receipt must be kept.

8. Shipping and delivery

8.1 Shipping

Shipping costs are not included in the products price, but they are indicated and calculated in the checkout.

The standard shipping costs for Portugal (mainland) are 3.99 EUR and 4.99 EUR for Spain (mainland). Islands (Azores, Madeira, Baleares and Canarias) standard shipping costs are 10 EUR. For Ceuta and Melilla the standard costs are 20 EUR.

Shipping costs for Pickup points are different from the ones above, the will be displayed in the checkout, depending on the selection. It is not possible to select Pickup points to Ceuta and Melilla. You can also select the official A’RCOPEDICO store to receive your order. Cash on delivery (COD) is not available.

If no shipping fees are applicable, the shipping cist may not appear at checkout, in such case, the amount displayed shall be 0 EUR.

The client may select:

  • By mail;
  • Pickup Points;
  • Official A’RCOPEDICO Store*.

Official Store: A’RCOPEDICO Maia, Mira Maia Shopping, Piso 0, loja 0.105, Estrada Real, nº95, Lugar das Guardeiras, 4470-274 Moreira, Portugal.

We will only be held responsible for deliveries in-store which have been requested directly through the website. We do not advise rescheduling deliveries to stores through the delivery company.

*This service is only available for official store. It is not available in stores that supply A’RCOPEDICO products but are not from ROPAR. The only available store is the one above.

8.3 Delivery

Orders made through A’RCOPEDICO online store are delivered from Monday to Friday. We do not ship products on some holidays. We can only deliver an order if the delivery address is a home or an office located in Portugal and/or Spain. We do not deliver outside these territories.

8.4 Delivery deadlines

The delivery deadline of an order depends on the payment method selected. The delivery destination also impacts the delivery date. The delivery time of an order can vary between 72 hours to 7 working days.

A’RCOPEDICO will not be liable for non-compliance or delay due to events beyond reasonable control (it includes all events beyond the reasonable control of A’RCOPEDICO).

Any claim for non-receipt of the order must be made within a maximum period of 30 days from the date of the order. After this period, A’RCOPEDICO cannot be held responsible for the loss of the package.

9. Returns and cancelations

9.1 Cancelling orders before shipping

You may cancel any order, provided it has not yet been shipped. To cancel your order, please contact A’RCOPEDICO Customer Support. An order may be cancelled provided it has not yet been dispatched. Once the order has left A’RCOPEDICO’s facilities, cancellation is no longer possible.

9.2 Defective products return

The customer has the right to return the products delivered if they are found to have defects or other non-conformities in relation to the products purchased. The product may not have been used.

9.3 Exchange/return

If you are reason not happy with the products you ordered, for any reason, you may return/exchange the products delivered to you within 30 calendar days after delivery for Club A’ customers and 14 days for remaining clients, as long as:

  • The product is unwashed and not used in any way (you are allowed to try it for fit, unless we have indicated otherwise, but you cannot wear them);
  • The product is in its original, undamaged packaging (a carefully opened package will not be considered damaged);
  • The product is complete, without any element missing;
  • The product was not transformed in any way.

The Client must follow all instructions written in the Exchange/Return form sent with the products. In case of doubts, please contact our Customer Service.

9.4 Process exchange/return

  • Fill in the Exchange/Return Form. Order with multiple products must be exchange/returned at the same time;
  • Pack the products with the form (use the original box, if possible.);
  • Place the delivery label in the box (on a visible place);
  • Return the package – at an official A’RCOPEDICO store, in a Pickup Point or through Mail directly to ROPAR – costs supported by the Client).
  • Wait for feedback.

If you wish to arrange collection from your home, you must contact A’RCOPEDICO and follow the instructions provided by Customer Support.

The products will be verified and if they meet all the requirements, A’RCOPEDICO will proceed with the exchange/return. Therefore, whenever the returned Products are damaged (for example, with signs of wear, abrasion, scratching, removal of labels, removal of ornaments, deformations, etc.), not complete with all elements and accessories, not provided with the original packaging and the guarantee certificate, the Client will be held responsible for the decrease value of the product, and be entitled only to equivalent to the residual value of the Product.

A’RCOPEDICO will exchange the products within a maximum period of 14 days, except in the event of out of stock. In this case, the period may be extended. In official A'RCOPEDICO store, the Client can exchange by another size (same model), another color (same model) or other model with the same price. Remaining cases will be processed later.

In the case of exchanges for Products of lesser value than the original order, A’RCOPEDICO will not refund the difference. A voucher for the difference will be issued, which can only be used in the online store.

10. Promotional codes/discount vouchers

From time to time, A’RCOPEDICO will implement promotional campaigns either through direct discounts, promotional codes or product/services offers. These campaigns will only be valid for our online store. As Client of our online store, you may have Discount Vouchers associated to your account.

The Client cannot sell, barter or give away a promotion code/discount voucher. The Client cannot upload or make available a promotion code/discount voucher on any website or through any other public offer, give away, sale or barter. You cannot use promotion code/discount voucher for commercial purposes.

Only one promotion code/discount voucher can be used per product and per order. Promotion codes/discount vouchers cannot be combined with any other special offer or promotion. Promotion codes are not exchangeable for money. Discounts vouchers from A’RCOPEDICO official stores cannot be used in the online store and vice-versa.

Without prejudice to any other rights ROPAR may have, is entitled to immediately invalidate a promotion code/discount voucher if any of the rules mentioned above is not followed.

11. Customer support

The Client can contact ROPAR by mail, through the address indicated in this document, by phone through +351 220 950 034, from Monday to Friday, between 9AM and 1PM and 2PM and 6PM (Lisbon, Portugal Time - GMT) and by email to:apoiocliente@arcopedico.com

12. Terms and conditions update

ROPAR has the right to revise and amend these Terms from time to time. You will be subject to the policies, Terms in force at the time that your order products from us, unless any change to those policies.

These General Conditions of Sale constitute the entirety of the clauses contained herein. If one or more provisions of these General Conditions of Sale are deemed invalid or are declared as such under the law, regulation, or by a court decision, the remaining provisions shall remain in full force and effect.

13. Liability

We shall not be liable for damage incurred by a third party resulting from the use of any of our products. We shall not be liable for damage incurred by you as a result of your improper use of any of our products.

A’RCOPEDICO is not liable for damages as a result of incorrect information on the website.

14. Online dispute resolution

The Online Dispute Resolution website is an official website managed by the European Commission dedicated to helping consumers and traders resolve their disputes out-of-court.

http://ec.europa.eu/consumers/odr/

15. Intellectual Property

Our Products, including, but not limited to, all trademarks, text, images, graphics, product reviews, video and audio, as well as the design, selection, and arrangement thereof, are the property of A’RCOPEDICO, its affiliates, or licensors and are protected by patent, copyright, and other intellectual property laws.

You may not reproduce, distribute, modify, create derivative works, publicly display, publicly perform, republish, transmit, or store any material without our prior written consent. Except as expressly provided herein, nothing in these Terms grants or shall be construed as granting you any license or other rights under any patent, trademark, copyright, or other intellectual property right of A’RCOPEDICO or any third party.

Unauthorized use of the Services may constitute a violation of federal and state intellectual property laws. A’RCOPEDICO reserves all rights not expressly granted herein.

16. Legal Information

A’RCOPEDICO online store is own by ROPAR - Fabrico de Calçado Ortopédico, S.A.

Head Office: Travessa de Santa Eufémia, 851, 4485-060 Vila do Conde, Portugal

VAT Number – PT500235660

 

 

Canidelo, Vila do Conde, March 1st 2026