Faqs

Consulting the FAQs does not supersede the General Terms and Conditions of Online Sale (GTCOS). In the event of a discrepancy, the provisions of the GTCOS shall prevail.

PURCHASES AT CIN.COM/DECO

MyCIN Account

You can purchase as a GUEST or as a REGISTERED customer.

Registering is very simple. We will only ask for essential information. Only registered customers have access to their order information by logging into MyCIN.

If you are a guest customer, you must enter a name, email address, and the necessary information to proceed with the order.

Shopping Cart

From the shopping cart, you can view the contents of your purchases and modify or delete the number of units in your order.

Item stock is subject to availability.

Accessing Your MyCIN Account

You can access your MyCIN account through the MyCIN menu by entering the email address and password you set when registering.

If you don't have an account yet, you can create one by filling out the form.

You can view your profile and preferences and make any changes you want.

My Orders

After completing your purchase, we will send you a confirmation email with the order details. Please remember that you cannot cancel or modify your order once it has been submitted.

In the MyCIN customer area, you can view all purchases you have made in the online store.

Changing Personal Data

In the MyCIN customer area, you can view or change your personal data. Please keep this information up to date, as it will be used to process your orders. In cases of improper use of the website and regardless of the applicable legal procedure, CIN, S.A. reserves the right to cancel the user’s registration, remove orders, and any other type of user content.

Subscribing to the Newsletter

Receive all the latest news from CIN by subscribing to our newsletter on the homepage or by registering with MyCIN.

How to Place an Order in the Online Store?

The ordering process is very simple, convenient, and secure.

Choose the items you need using the search field in the side menu, or through the Products or Colour menu. View detailed information about each item, select the desired colour and packaging capacity, and add the item to your shopping cart using the “Add to Cart” button.

To complete your cart, please select the “Continue Shopping” option to add more items to your shopping cart. The contents of your shopping cart are updated and can be quickly viewed under “Cart”.

To continue ordering, enter your MyCIN account login details, create a new MyCIN account, or proceed as a guest without registering (this option does not allow you to view your order history).

Proceed to choose the shipping method. You can pick up your order at a store of your choice free of charge or have it delivered to the address you provide, with shipping costs depending on the weight of your order. Complete the form with your order shipping details.

If you require an invoice with a taxpayer number, you must fill in the NIF Tax ID Number correctly.

Choose your payment method: PayPal, Credit / Debit Card, Multibanco, or MB Way.

To complete your purchase, accept the Privacy Policy, Terms & Conditions, and the General Terms and Conditions of Online Sale, and other terms and conditions, and select “Complete purchase”.

You will receive an email confirming your order and payment.

Billing and Shipping Address

You may choose a billing address different from the address where you wish to receive your order. To do so, select the appropriate field on the order form.

PRODUCTS AND COLOURS

Select Products

To find the products you need, you can use the “Search” option or the “Products” menu in the main menu. Add the items you selected to your shopping cart.

Colour Selection

Before choosing your colour(s), please note that there may be variations between actual colours and those displayed on different monitors. For a more accurate selection, CIN recommends performing a colour test before any application using our TESTiT tool.

You can request colour catalogues to be sent to you from the “Colour - Catalogues” menu and receive them at your home free of charge, subject to availability. Requesting a catalogue does not obligate you to place an order.

Items Available for Online Purchase

In the online store, you can only order products listed on the website with the “Purchasable Product” symbol. It is not possible to order products that are in CIN stores but not listed in the online store.

Product Stock Availability

CIN, S.A. guarantees the stock availability of all items listed in the online store.

If an item is not available for online purchase, the “Purchasable Product” option will not be displayed next to the item.

However, if there is difficulty in delivering the item on time, you will be notified of the unavailability within 5 days of CIN becoming aware of this, and any amounts already paid for the unavailable products will be refunded within a maximum of 30 days.

SHIPPING

Order Delivery Method

Your order can be delivered to your desired location. You must select home delivery to specify your preferred address. You must ensure that someone will be available to receive the order at the indicated address between 9:00 am and 7:00 pm.

You can pick up your order at an available CIN store. You will be contacted with instructions on when to go to the store to pick up your order.

Shipping Costs

Orders are valid for delivery in mainland Portugal, the Azores, and Madeira, depending on the weight of the order.

Shipping costs will be calculated at the time of purchase and based on the weight of your order.

No deliveries are made for purchases weighing 260 kg or more.

ORDER

Order Confirmation

After payment, an order confirmation message will appear. You will receive a summary of your order at the email address associated with your purchase, including information about the products, quantities and capacities, delivery and payment methods, and the respective order identification number.

If you purchased as a registered MyCIN customer, you can also view your order history in the customer area, under “My Orders”.

If you do not receive a confirmation email within 24 hours, you can contact us using the form provided for this purpose or by calling the number indicated on the website.

Changing Your Order

Once you receive the order confirmation email, you cannot make changes or cancel your order.

Changing Your Delivery Address

After receiving the order confirmation email, you cannot change the delivery method or the delivery address identification information.

In the MyCIN customer area, you can make changes to your personal information and addresses, but these changes will only be valid for subsequent orders.

Order Status

You can check the status of your order in your MyCin account.

Order Receipt Deadline

It is important to ensure that the identification and delivery information you entered on your order is correct.

If the expected delivery deadline has been exceeded, check that someone was home on the scheduled delivery dates. Home deliveries are a service subcontracted by CIN, S.A., so delays may occur beyond CIN, S.A.’s control.

If you cannot identify a reason for the delay, you can contact us using the “Customer Support” form in the menu or by calling the phone number listed on the website.

Impossibility of Delivery

If it is impossible to deliver the order to the address provided by the Customer, a note will be left indicating its location and what to do to have it redelivered. If the Customer is not at the delivery location on the agreed date, they will be asked to contact CIN to reschedule the delivery.

If delivery is not possible on the second attempt, the Customer will be charged shipping costs for each delivery attempt.

If delivery is not successful on the second attempt, the order will be returned to CIN, and the Customer may pick it up at a CIN store.

If delivery is not successful after 30 days, the order will be considered lost, and no refund will be issued.

If the order is not picked up in-store after 30 days from the date of notification that the products are available for pickup in the store, without the Customer having done so. In that case, the Customer has 10 days to pick up the order; otherwise, CIN will consider the contract terminated without a refund.

Unclaimed items will be donated to a non-profit institution or organization to be designated by CIN.

Delivery Area

The online store is available for shipments in mainland Portugal, Madeira, and the Azores.

Delivery Time

Orders are ready for shipping or pickup within 10 business days (subject to the general terms and conditions of online sale) after receiving the order confirmation email.

If you selected home delivery, the estimated delivery time is up to 10 business days after dispatch.

If you selected in-store pickup, CIN, S.A. will contact you to inform you, and only then should you go to the store to pick up your order.

The order is considered completed upon signature of receipt on the delivery slip at the address indicated, or on the document presented upon pickup at the CIN store.

PAYMENT

Payment Methods

Payment will be made on the order date via PayPal, credit or debit card, MB way, or directly from your account if you use Multibanco.

For any of the available methods, please follow the instructions on the payment form.

You do not need to send any proof of payment for the purchase to be considered valid. You will receive an order confirmation in your email after we receive your payment, at the time of finalising your purchase.

Secure Purchase Guarantee

The security of the information that customers entrust to CIN, S.A. is one of our top priorities. We invest extensive resources and use the latest available technologies to ensure your payment data is processed in a secure environment.

Paying by credit card in the online store is 100% secure. We use encrypted SSL communication and work with a real-time connection to banking systems (UNICRE / SIBS).

EXCHANGES AND RETURNS

Exchanges and Returns

In accordance with applicable regulations, you may return or exchange your order up to 14 days from the date of delivery. You must contact CIN, S.A. using the contact form in the “Contacts” menu or via the phone number indicated on the website, stating the reason for your decision. You will receive written information on how to return the purchased products at the email address provided during the purchase process.

The amount paid for the products will be refunded using the payment method agreed with the Customer, less delivery and return shipping costs.

CIN will only issue refunds upon receipt of the products, which must be returned in the same condition as received. Refunds will not be issued if the product has been used, opened, or suffered any type of damage, including damage to the packaging.

Therefore, after receiving and examining the products, CIN, S.A. will inform you whether you are entitled to a refund of the amounts paid.

The right to terminate the contract does not apply, and returns or refunds are not permitted for products manufactured at the Customer’s request and according to their specifications, including those in which colours are prepared using the automatic colour tinting system. To facilitate colour selection, we recommend requesting a free colour catalogue before purchasing.

Defective Products

If the product is damaged, defective, or different from expected upon delivery, you must indicate this on the shipping document and contact CIN within 5 business days of receiving the product using the form available in the “Contacts” menu or by using the phone number indicated on the website. You must provide details of the product and any defects, and CIN will then inform you of the necessary action to be taken.

In situations where a defect becomes apparent during use of the product or after its application, you must notify CIN within 30 days of becoming aware of or experiencing the defect by submitting a formal complaint using the form available on the website, indicating the details of the product and defect. CIN will then inform you of the necessary action to be taken.

PROCESSING OF PERSONAL DATA

Processing of Personal Data

The information or data you provide will be processed in accordance with the provisions of CIN’s Privacy Policy. By using this website, you consent to the processing of said information and data and declare that all information or data you provide is true and accurate.

This website and CIN’s online sales policy comply with all applicable EU and Portuguese legal standards regarding data protection, privacy, and the security of Customers’ personal information, in accordance with the terms of the Privacy Policy, which is available at cin.com/deco.

COLOUR ADVISORY - FAQS

Purchase

The customer purchases the service through the link: https://cin.com/deco/pt/pt/colour-advisory and requires acceptance of the terms and conditions, as well as the signing of the service contract.

Scheduling

CIN will schedule the service within a maximum of 7 (seven) business days from the date of payment.

Operation

Colour Advisory services will be provided through:

a personalised consultation lasting up to 2 hours, to be held at the CIN Vêtejo store or the CIN Campo Alegre store during their respective opening hours.

a personalised consultation lasting up to 2 hours, at the address indicated by the customer, with the Designer, in the geographically defined areas available on the website.

At the end of the session, you will receive a personalised report with colour advice, colour samples, appropriate colour catalogues, and two TESTiT samples (paint samples in the colour of your choice). You will also receive a voucher that will allow you to receive a discount on the purchase of paints and varnishes at CIN stores.

Cancellation

Up to two business days before the agreed service date. You can contact CIN by email at customer.service@cin.com or by phone at (+351) 229 406 000 to schedule a new service date.

If, on the date and time agreed with the CUSTOMER, the CUSTOMER fails to appear or is absent from the service location, and the service cannot be provided, CIN will remain available for an additional 15 (fifteen) minutes, after which the service will be cancelled. The CUSTOMER may contact Customer Service within 7 (seven) days of the initially scheduled date to reschedule, but will be charged for the service requested.