Terms and Conditions – Emotiles

Last updated: November 5, 2026

1. Who is selling

2. Scope and acceptance

These Terms and Conditions govern sales made on the emotiles.pt website between EMOTILES, LDA (“Emotiles”) and the buyer (the “Customer”). Before finalising the order, the Customer can read and save these Terms, which are available on the website. By finalising the order, the Customer accepts them.

• These Terms, the Returns and Refunds Policy and the information shown in the cart and at checkout form part of the contract. The Privacy and Cookies Policy (which includes cookies) provides information on the processing of personal data; it is not a clause of the contract.
• The version in force on the date of the order applies. Later changes do not apply to orders already placed.
• The Customer must be at least 18 years old and have the capacity to contract.
• The right of withdrawal and the legal guarantee described in these Terms are those that the law grants to consumers. A person who buys for professional purposes is not a consumer.
• These Terms are written in Portuguese. If they are made available in another language, the translation is provided to make reading easier. In case of difference, the Portuguese version applies, without prejudice to mandatory law and to whatever is more favourable to the consumer.

3. Products

3.1 Personalised products

These are the tiles, packs of tiles and wall galleries made with the photographs and texts that the Customer sends, including the dedication message. They are produced to order from that content, with the options the Customer chooses (size, frame, effect, border and framing).

3.2 Decorative Art (Arte Decorativa)

Works from our catalogue, chosen by the Customer and printed on Emotiles tiles. The Customer chooses the work, the size, the frame and the framing; the Customer does not send photographs. Decorative Art is not considered a personalised product for the purposes of the right of withdrawal: the Customer has 14 days to withdraw.

3.3 LED Light and other items

The LED Light (wall light) and other catalogue items, when available, with the description and price shown on the item page. They also have a 14-day right of withdrawal.

3.4 Product information

The essential characteristics of each product (dimensions, materials and options) are described in the shop before purchase. Images on the website are illustrative. The configurator preview shows what will be printed, subject to the small colour variations mentioned in section 4. Before paying, we inform the Customer in the cart that personalised products have no right of withdrawal and that Decorative Art and LED Light have 14 days.

4. Customer photographs and content

• Rights. The Customer guarantees that all the necessary rights are held over the images and texts sent (copyright, the image rights of the people depicted and, if they are minors, the authorisation of whoever holds parental responsibility) and is liable for them towards third parties.
• Authorisation to print. The Customer authorises Emotiles, on a limited and non-exclusive basis, to reproduce and print the content in the order and for that purpose only. We do not use it in advertising, in our portfolio or on social media without the prior and express authorisation of the Customer (see Privacy and Cookies Policy).
• Content we do not accept. Content that is unlawful or that infringes the rights of third parties. Emotiles may refuse to produce an order containing such content and, if it has already been paid, refunds the full amount, within 14 days at the latest, without prejudice to consumer rights.
• Printing as approved. We print the photographs as the Customer adjusted them (zoom, framing, effect, border). The Customer should review the preview before paying. The dedication message is used exactly as written; we do not correct spelling.
• Low resolution. When a photograph does not have enough resolution for the chosen size, the configurator warns the Customer. The Customer can go ahead with the order, but only after expressly and separately accepting that this photograph may come out less sharp; we keep that acceptance on the order. In that case, the lower sharpness of that photograph is not a lack of conformity.
• Colours. Small colour variations between the screen and the print are normal and are not a defect. Significant differences and printing defects are covered by the guarantee (section 10).

5. Prices, shipping and promotions

• Prices are in euros and include VAT at the applicable legal rate.
• Shipping costs are not included in the prices of the items. They are calculated at checkout, before payment, according to the destination (section 8.2). The total price of the order, including shipping, is shown before the Customer pays. We charge no additional fees beyond those shown at checkout.
• Packs, galleries and discount codes apply under the conditions shown at the time of purchase.
• Price reductions. When we announce a price reduction, we state the previous price, which is the lowest price we applied in the 30 days before the reduction. This applies to any campaign, including Black Friday.
• If there is an obvious pricing error, we inform the Customer and propose the correct price. If the Customer does not agree, the order is cancelled and we refund what has already been paid.

6. How to order and when the contract is concluded

1. The Customer configures the products and adds them to the cart. Before paying, the Customer can review and correct the cart (“Change my tiles”).
2. At checkout the Customer enters the address, chooses the delivery and payment method and reviews the order summary: items, shipping, total price and address.
3. By clicking the final checkout button (“Pay now”), the Customer assumes the obligation to pay for the order.
4. Immediately afterwards, we send the order confirmation email, with the order summary, the information on the right of withdrawal and the model form. That email states whether payment is already confirmed or still pending.

The confirmation email shows that we have received the request, but the order is only accepted and the contract concluded when payment is confirmed: for payments by card, Apple Pay, Google Pay and MB WAY, as a rule immediately; for Multibanco, when we receive the payment. We only start producing paid orders. When the order is dispatched, we send another email, with the dispatch confirmation.

If, after we receive payment and before we produce, we find that the item is unavailable, there is an obvious pricing error, content that we cannot print, or a suspicion of fraud, we contact the Customer to find a solution. If the order is cancelled, we refund everything already paid, within 14 days at the latest.

7. Payment and invoicing

The payment methods available are those shown at checkout at the time of purchase:

• Payments are processed by certified payment providers. Emotiles does not have access to the full card details.
• Invoice. It is issued in the name of the Customer and sent by email. Anyone who needs an invoice with a NIF (tax number) must provide it before the order is invoiced: at checkout, if there is a field for it, or by email to suporte@emotiles.pt, with the order number.

8. Production, delivery and shipping costs

8.1 Where we deliver

We deliver to mainland Portugal, the Azores and Madeira, Spain and the following European Union countries: Germany, Austria, Belgium, France, Ireland, Italy, Luxembourg, the Netherlands and Poland. We do not deliver to other destinations. If your country does not appear at checkout, it is not possible to finalise the order.

8.2 Shipping costs

Shipping costs are calculated at checkout, before payment, according to the delivery address.

The €40 threshold for free shipping refers to the total of the items, after discounts, and applies only to mainland Portugal. Priority delivery is only available in mainland Portugal.

8.3 Delivery times

Times are counted in working days, from payment confirmation. For standard delivery they include production and transport, because each order is made from scratch.

The times are estimates. Unless otherwise agreed, we deliver at the latest 30 days after the day following the conclusion of the contract (payment confirmation, section 6).

If we do not deliver within that period, the Customer can give us an additional reasonable period and, if we do not deliver within that new period, can terminate the contract and we refund everything paid within 14 days. The Customer can terminate it immediately if we refuse to deliver or if delivery by a specific date is essential and the Customer told us so before buying (see Returns and Refunds Policy, section 6).

In periods of high demand (for example, Christmas and Mother's Day), times may be longer. We give notice in the shop, before the Customer buys. This does not extend the maximum period of 30 days.

8.4 Priority delivery

• The 24 to 48 working hours refer to the production and dispatch of the order (handover to the carrier), not to delivery to the Customer. Transport to the address has an additional transport time, which depends on the carrier.
• It is only available in mainland Portugal. Orders paid at weekends or on public holidays start counting on the next working day.
• If we do not meet the 24 to 48 working hours of production and dispatch, we refund the surcharge for priority delivery, that is, the difference between what the Customer paid for it and what the Customer would have paid for standard delivery on the same order (Returns and Refunds Policy, section 6.1).
• In periods of high demand, we may make priority delivery temporarily unavailable. While it appears at checkout, this promise applies.
• Meeting the production and dispatch time does not remove our delivery obligations under the law: the maximum period of 30 days and the rights of the Customer in case of delay remain (section 8.3).

8.5 Orders with several items, carrier and tracking

• An order with several items may be sent together or in separate shipments, at no additional cost to the Customer.
• Orders are shipped with DPD. When the order is dispatched, we send an email with the dispatch confirmation and, where available, the tracking link.

8.6 Address and receipt

• The Customer must provide a complete and correct address, with postcode, and a telephone contact.
• If delivery is not possible for a reason attributable to the Customer (wrong or incomplete address, absence or order not collected), the order is re-sent on payment of the actual cost of that new shipment, which we tell the Customer before re-sending. We do not charge for the new shipment if the error was made by us or by the carrier.

8.7 Risk and checking on receipt

Emotiles bears the risk of loss or damage to the order until the Customer, or a third party indicated by the Customer (other than the carrier), physically receives it. We recommend that any damage occurring during transport be reported within 72 hours after receipt of the order, preferably with photographs. This is a recommendation, not a deadline: the Customer does not lose any right if we are told later.

9. Cancellation, right of withdrawal and returns

The full rules (how to exercise the right, return, costs, refund and model form) are in the Returns and Refunds Policy, which forms part of these Terms. If the order contains items of different types, the rule for its type applies to each item.

10. Legal guarantee

New goods have a 3-year legal guarantee against lack of conformity (Decree-Law No. 84/2021 of 18 October), including personalised products. In case of a defect, the Customer should contact suporte@emotiles.pt with a description and, if possible, photographs. The Customer may demand repair or replacement and, in certain cases, a price reduction or termination of the contract, as described in the Returns and Refunds Policy. No clause of these Terms limits these rights.

11. Intellectual property

• The texts, designs, logos and images of the website and the configurator are protected and may not be copied or reproduced without the prior consent of the owner.
• The images in Decorative Art were created with generative artificial intelligence tools. Purchasing an item does not transfer to the Customer any copyright or reproduction rights over those images, which the Customer may not reproduce or exploit commercially beyond the item purchased. Anyone who believes an image in our catalogue infringes their rights can contact us at suporte@emotiles.pt.
• Content sent by the Customer remains with the Customer (section 4).

12. Liability and force majeure

Emotiles is liable in accordance with the law. It is not liable for damage resulting from misuse of the website by the user, from incorrect information provided by the Customer (including the address and the text of the dedication message) or from force majeure (such as third-party strikes, general power failures and catastrophes), without prejudice to the transport risk (section 8.7) and the legal delivery deadlines (section 8.3). Nothing in this section limits the rights that the law grants to consumers, nor liability for wilful misconduct or gross negligence, nor for personal injury (to life, physical integrity or health).

13. Personal data and communications

The processing of personal data, including photographs, cookies and marketing communications, is described in the Privacy and Cookies Policy. It is not necessary to create an account to buy.

The shop is hosted on Shopify, which processes data of visitors and customers and, while the «Shopify Network Intelligence» feature is active in our shop, also to provide enhanced features (for example, personalisation, analytics and advertising), as a controller. See the Privacy and Cookies Policy, section 6.1.

14. Complaints and dispute resolution

• The Customer can complain by email to suporte@emotiles.pt or in the Electronic Complaints Book (Livro de Reclamações Eletrónico), at www.livroreclamacoes.pt, which is linked in the footer of our website.
• In the event of a consumer dispute, the consumer can turn to an alternative dispute resolution (ADR) entity, such as CNIACC (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, the National Consumer Dispute Information and Arbitration Centre, www.cniacc.pt). The list of entities is at www.consumidor.gov.pt.
• In consumer disputes of low economic value (value not exceeding the jurisdictional limit of the courts of first instance, currently €5,000), if the consumer expressly chooses it, the dispute is heard by an arbitration tribunal of a lawfully authorised consumer dispute arbitration centre, as provided by law.

15. Governing law and courts

These Terms are governed by Portuguese law, without prejudice to the mandatory protection granted to the consumer by the law of the country where the consumer habitually resides. The consumer may turn to the competent courts as provided by law, including the courts of the place where the consumer is domiciled, where the law allows.

16. Changes to these Terms

We may change these Terms. The date of the last update is at the top. Changes do not apply to orders already placed and, when they are significant, we give notice on the website.

17. Contacts

suporte@emotiles.pt · geral@emotiles.pt · 912 429 086 (call to the Portuguese mobile network; also WhatsApp) · EMOTILES, LDA, Estrada de Santarém, No. 232, 2040-336 Rio Maior, Portugal.