Terms of service

1. Seller Information

1.1 The "Seller" Claire Melbourne has the following company details:

• Company Name: Lexvia Group LDA
• Registered Address: Unit 2A, 17/F Glenealy Tower, No.1 Glenealy, Central, Hong Kong
• Email: support@claire-melbourne.com

2. Commercial Policy

2.1 The "Seller" offers products for sale on the website www.claire-melbourne.com, with e-commerce services available exclusively to end-users / "consumers".

2.2 "Consumer" refers to an individual acting or purchasing outside of their business or profession. If you are not a “Consumer”, please do not make purchases on the claire-melbourne.com online store.

2.3 Claire Melbourne reserves the right not to process orders from users who are not “Consumers” or who do not meet the Seller’s general terms of sale.

2.4 These general terms and conditions of sale govern exclusively the offer, transmission, and acceptance of orders placed on www.claire-melbourne.com between the online store’s consumers and the Seller.

2.5 The "Consumer" must provide the "Seller" with a correct and complete email address or other contact information and agrees that the "Seller" may contact them using such details if necessary.

3. How to Place an Order

3.1 To place an order on claire-melbourne.com, users must have an email account and a browser configured to accept cookies and pop-ups to navigate the online store correctly.

Placing an order on www.claire-melbourne.com is simple:

1. Find the products you wish to purchase;
2. Add selected products to the shopping cart;
3. Complete the checkout;
4. Select a payment method;
5. Review your order;
6. Proceed to payment and confirm the order;
7. You will receive an order confirmation via email.

Your order is confirmed when you click the “Confirm Payment” (Checkout) button at the end of the checkout process.

When the Seller receives your order, a message will appear on screen with the order number and all order details. The purchase agreement is finalised at that moment.

A confirmation email will be sent. It is recommended to print or save a copy for future reference.

The Seller reserves the right not to accept or cancel your order even after automatic confirmation.

By submitting the order form, you agree to the terms and conditions of purchase and any other conditions on the site through links, including general terms of use.

The Seller may not process orders without sufficient payment guarantee, for incomplete or incorrect orders, or if the requested products are no longer available. In such cases, you will be notified by email that the sales contract has not been completed, specifying the reasons.

If products presented in the online store (www.claire-melbourne.com) are unavailable at the time of your last access or when the Seller receives the order, the Seller must notify you within 15 days of receiving the order.

If an order is placed and payment is made for unavailable products, the Seller will refund the amount paid for the unavailable items.

3.2 Right to Reject or Cancel Orders

The Seller reserves the right to reject any order for any reason. The Seller may also cancel any purchase (even if accepted) without liability for damages or costs in the following cases:

• Product no longer available / in stock (payments will be refunded);
• Billing information is incorrect or unverifiable;
• The order is flagged by our Security Systems as incorrect or suspected fraud;
• Payment for the order is not received within 5 days of acceptance;
• We believe the user is under 16 years old;
• We believe the user is a reseller;
• There is a pricing error;
• Delivery to the provided address is not possible.

3.3 Data Verification

Upon receiving the order, we may perform checks before processing it.

These checks may include address validation, credibility, and fraud detection. For fraud verification, we perform partially automated checks on all orders to filter unusual, suspicious, or potentially fraudulent transactions. Any suspected issues will be investigated and processed as necessary. By confirming your order, you accept these conditions.

4. Guarantees and Product Pricing

4.1 Payment Methods
Payment can be made via bank reference, credit card, or bank transfer. No other methods are accepted. Please do not attempt payment through other means. The Seller is not responsible for payments made outside the specified methods.

4.2 Payment Processing
Credit card payments will be charged once the order leaves our warehouse. Payment data is sent via encrypted protocol to the electronic payment service provider, with no third-party access. Information will not be used by Claire Melbourne except for purchase, refund, exercising return rights, or reporting fraud to authorities. Product prices and shipping costs listed on the order form will be charged when products are shipped.

5. Order Security

claire-melbourne.com uses robust security technology from available encryption platforms.

Payment data is encrypted from entry until transaction processing and is not stored on public servers. Security of information transmitted via the internet or email cannot be fully guaranteed.

The Seller is not responsible for damages caused by electronic means, including failures or delays in electronic communications, interception, third-party manipulation, or viruses.

Bank reference payments are processed once received, which may take several days. Orders without payment after 5 days will be cancelled. Payments can only be processed if billing information is verifiable.

6. Retention of Ownership

The Seller retains ownership of products until full payment is received.

7. Pricing

During the offer period, product and service prices will not increase, except for VAT changes or legal provisions.

Price increases within 3 months of the contract are only permitted by law. After 3 months, increases are only allowed if the consumer can terminate the contract.

According to Section 5(1) of the 1968 VAT Act, the place of delivery is the country where transport begins. Delivery outside the EU may incur import VAT or customs fees for the customer.

8. Quality and Warranty

The Seller does not sell second-hand, defective, or low-quality products. Main product features are listed on each product page.

Images and colours may differ due to browser or monitor settings.

All products have identifying labels. Do not remove labels if you wish to return the product.

The Seller may reject returns if products are altered, damaged, or missing labels.

9. Governing Law

These conditions and any disputes are governed by Portuguese law.

10. Alternative Consumer Dispute Resolution (Law No. 144/2015, 8 September)

Competent entity:

• Centro de Arbitraje de Conflictos de Consumo do Vale do Ave
• Rua Capitão Alfredo Guimarães, n.º 1 - 4800-019 Guimarães
• Tel.: +351 253 422 410 / Fax: +351 253 422 411 / Email: triave@gmail.com
• www.triave.pt

11. Modifications by the Seller

The Seller may modify the terms at any time. Customers are subject to terms in effect at the time of their order, unless legal provisions state otherwise.

12. Site Information

The Seller is not responsible for errors, omissions, or inaccuracies in texts, graphics, images, music, or videos on the site.

13. Trademarks and Copyright

All trademarks, product names, and titles are property of the Seller or third parties. Use or reproduction without authorization is prohibited.

Design, texts, graphics, software, and other content are owned by the Seller and suppliers. Users may only copy or print portions necessary to place orders or consult the site.

14. Collection of Personal Data

Data is collected for order processing and service improvement: email, name, address, phone, country/city, date of birth, and tax ID.

By posting data on the Seller’s social networks (Facebook, Instagram), users accept that third parties may see it.

15. Use of Personal Data

The Seller uses data to manage the site, provide services, inform about products and services, conduct surveys, statistical analysis, and customer support.

Data is not sold to third parties, except for sharing with partners for statistical analysis, customer service, or delivery.

Partners cannot use data for other purposes.

The Seller only provides information without consent if required by law or to protect the rights and safety of users or the public.

16. Personal Data Security

Data is stored on secure servers. Information such as card numbers is protected via SSL encryption.

17. Cookie Policy

Cookies are files installed on the user’s device to record preferences and browsing; they do not harm the device.

The server only records standard information: IP, date, session duration, and referring URL.

User consent is required before installing cookies.

18. Online Dispute Resolution

Official Australian Government site for consumer disputes: https://www.accc.gov.au/consumers/complaints-problems

Other Australian dispute resolution centres:

• Australian Competition and Consumer Commission (ACCC) – https://www.accc.gov.au
• Consumer Affairs Victoria (CAV) – https://www.consumer.vic.gov.au
• NSW Fair Trading – https://www.fairtrading.nsw.gov.au
• Queensland Office of Fair Trading – https://www.qld.gov.au/law/fair-trading
• South Australia Consumer and Business Services (CBS) – https://www.cbs.sa.gov.au
• Western Australia Department of Mines, Industry Regulation and Safety (Consumer Protection) – https://www.commerce.wa.gov.au/consumer-protection
• Tasmania Consumer, Building and Occupational Services (CBOS) – https://www.cbos.tas.gov.au
• Northern Territory Consumer Affairs – https://consumeraffairs.nt.gov.au
• Australian Capital Territory Access Canberra – Consumer Affairs – https://www.accesscanberra.act.gov.au
• Consumer Protection for Overseas Online Purchases – https://www.accc.gov.au/consumers/online-shopping

This section provides Australian consumers with local resources for filing complaints or seeking assistance.

19. Electronic Complaints Book

Complaints can be submitted via the Electronic Complaints Book or by email to support@claire-melbourne.com.

20. CESOP

Starting in 2024, in accordance with the Law amending the 1968 VAT Act and the Payment Services Providers Directive, providers may register data in the European CESOP system.