faq's

The Sanindusa online store was specifically designed to sell components and spare parts. In Portugal it is only possible to order this type of product. Any other type of product must be ordered in a Sanindusa retailer close to you.

This online store is also available for Denmark, Sweden, Austria and Luxembourg and in these countries besides all the current spare parts it is also possible to order the following products: toilet seats, bidet covers, urinal covers, flush plates and support frame cisterns.

In order to buy spare parts in our online store you must register in our website.

After registering just add to your online shopping cart all the items you want to purchase. Follow all of the steps so that you can place your order correctly and with success.

After placing your order you’ll get an automatic e-mail confirming your purchase.

We process all orders placed within 72 working hours after the confirmation of the respective payments.

This term applies to products that are no longer manufactured but are still in stock. They will be available until permanently running out of stock.

The first one refers to products that are in stock and can be ordered. The second expression appears in products that are out of stock, but can also be ordered. In this case we inform you that the estimated period of time for its availability which can be between 5 and 30 working days from the date of order.

Sanindusa offers 3 payment methods: Visa, Paypal and MBWay. We’ve established a partnership with the company Ifthenpay to ensure secure Visa and MBWay payments.

All Sanindusa products can be bought through representatives/retailers. Find them in the Where to Buy webpage of our website.

We only deliver to the following countries: Portugal, Denmark, Sweden, Austria and Luxembourg.

Sanindusa only dispatches on working days. Thus, neither weekends nor holidays are taken into account for order delivery estimates.

After the confirmation of the payment the order preparation process begins. Customers will receive an e-mail informing them of the order status. They can also track the order status at any time by checking their reserved customer area on the website.

1. The consumer has the right to return purchases made in the Online Store without incurring any costs beyond those set out in paragraph 3 of Article 12 and Article 13 of Decree-Law No. 24/2014 of 14th February, when appropriate and without the need to state the reason, within 14 days from:
   (a) the day on which the consumer or a third party, other than the carrier, indicated by the consumer acquires physical possession of the goods, in the case of contracts of sale, or:
   (b) from the day on which the consumer or a third party, other than the carrier, indicated by the consumer acquires physical possession of the last good, in the case of several goods ordered by the consumer in one order and delivered separately,
   c) The day on which the consumer or a third party other than the carrier indicated by the consumer acquires physical possession of the last lot or element in the case of the delivery of a good consisting of several lots or elements.
2. The consumer may exercise his right of free withdrawal by sending the “model of free withdrawal” contained in part B of the Annex to Decree-Law No. 24/2014 of 14 February, or by any other unequivocal statement of withdrawal from the contract.
3. It is considered unequivocal statement in which the consumer communicates, in his own words, the decision to terminate the contract by letter, by telephone contact, by return of the goods or by other means capable of proof, in general terms.
4. It is considered exercised the right of free withdrawal by the consumer within the deadline when the statement of resolution is sent before the expiry of the period referred to in 1.
5. When the website of the supplier of goods or service provider is enabling the free withdrawal by electronic means and the consumer uses this way, the supplier of goods or service provider, acknowledge to the consumer, within 24 hours, the receipt of the notice of withdrawal on a durable medium.
6. The consumer is responsible for proving that he exercised the right of free withdrawal.
7. The exercise of the right of free withdrawal terminates the obligations of performance of the contract and all the effectiveness of the contractual proposal, when the consumer has made such a proposal.
8. It is applicable to the right of withdrawal from purchases made in the Online Store, in everything that is not expressly provided for here, the scheme prescribed for this matter in Decree-Law No. 24/2014 of 14 February.

Effects of the annulment of the purchase:

a) In case of withdrawal of the purchase made in the online shop, the consumer/customer will be refunded all payments made, including delivery costs (with the exception of additional costs resulting from the choice by the consumer/customer of a shipping method other than the least expensive method of normal shipping offered by this company) without undue delay and in any case not later than 14 days from the date on which we are informed of the decision to terminate this contract.

b) The refund(s) will be made using the same means of payment that was used by the consumer/customer for the initial transaction, unless expressly agreed otherwise; in any case, the customer does not incur any costs as a consequence of such refund.

c) Where collection is not carried out by SANINDUSA – INDÚSTRIA DE SANITÁRIOS, S.A., SANINDUSA may withhold the refund until it has received the returned goods, or until the consumer/customer provides proof of having sent back the goods, whichever is the earlier. The cost of returning the goods is at the expense of the consumer/customer.

d) Returned goods must be in the same condition as when delivered to you, otherwise you will lose your right to a refund(s).