Information
Deliveries & Returns
Full transparency at every step. Here we explain how shipping is calculated, delivery lead times, how the right of withdrawal works (Portuguese Decree-Law No. 24/2014) and the legal guarantee of conformity (Decree-Law No. 84/2021), with no small print. This page forms part of our Terms and Conditions of Sale.
1. Shipping terms
Mainland Portugal
Spain (mainland)
The final cost is calculated in the cart based on actual weight, volumetric weight, dimensions and destination, and is always shown before you confirm your order.
Mainland Portugal and mainland Spain on orders over €100 in items (excluding VAT) and up to 3 kg. Above 3 kg, you only pay for the excess, calculated automatically in the cart.
Lead times are indicative and count from dispatch. They may vary during busy periods, regional holidays or in remote areas.
GLS and DPD: make one delivery attempt. If delivery is not possible (nobody home, no answer), the parcel is held at a nearby ParcelShop, where you can collect it within the time set by the carrier.
Where we ship
To every European Union country and to Switzerland.
- Switzerland: most shipments incur import charges (customs duties, Swiss VAT and clearance fees), collected on delivery and payable by the recipient.
- Canary Islands, Ceuta and Melilla: these are outside the EU VAT area and local taxes may be charged on delivery (IGIC or IPSI), payable by the recipient.
Collect in store
Choose "Collect in store" at checkout: it is free and processing takes 30 minutes.
Micro Wire shop Avenida Manuel Milheirão Nr 1173070-767 Praia de Mira
Portugal
Opening hours on our Contact page.
International postal shipments (CTT)
International postal shipments are not insured and tracking may be limited. If a parcel is lost, we can only reship or refund once the postal investigation is closed, which can take several weeks. For business customers, transport risk lies with them from dispatch. For insured shipping, choose DPD or GLS at checkout.
Same-day dispatch
Payment confirmed before your chosen carrier's cut-off time = order dispatched today (working days).
Orders confirmed after these times, at weekends or on public holidays are dispatched the next working day. For bank transfers, the date the funds reach our account is what counts.
The process
Purchase and checkout
Instant
Processing
Automatic
Transit
Depends on carrier
Delivery
To your door
Real-time stock
Inventory is checked and updated continuously. In rare cases (an item with an issue found during inspection or one that fails quality control), dispatch may be delayed by up to 3 working days. If so, we email you straight away and you can choose to wait or cancel for a full refund.
We keep an eye on your shipments
Micro Wire runs its own shipment monitoring system, which tracks the status of every order in real time. When something looks out of the ordinary (an unusual delay, a parcel left waiting at a ParcelShop, a possible loss) we try to get ahead of it and contact you. It depends on the data the carriers send us, so it is an extra layer of support, not a guarantee.
Order returned by the carrier
If an order is returned to us because nobody was home, the address was wrong or delivery was refused, you pay for a new shipment. If you would rather not receive the order, we refund the amount paid minus the return-to-sender cost charged by the carrier, using the same payment method.
When your order arrives
- Visibly damaged box: refuse delivery or accept it "with reservations", describing the damage on the courier's device.
- Hidden damage, wrong or missing item: let us know within 24 hours, with photos of the box and the item. This is the deadline the carriers' insurers require.
- If you are a consumer and tell us later, you keep your statutory rights. Business customers: 8 days at most (see Business customers).
2. Right of withdrawal
Online purchases (consumers)
Under Decree-Law No. 24/2014, you have 14 calendar days from the day you receive your order (or the last item, if it arrives in several parcels) to withdraw from the purchase without giving a reason. Once you have told us you are withdrawing, you have a further 14 days to send the item back.
This includes made-to-order items, except those made to your specifications or personalised.
In-shop and business purchases
For purchases made in person, the law does not provide a right of withdrawal. The same applies to purchases made in the course of a business (technicians, shops, resellers): see Business customers. In both cases, the warranty against manufacturing defects still applies, of course.
How to exercise the right
Simply tell us, within the 14 days, that you wish to withdraw from the purchase:
- Online return request (fastest): from your account or, if you bought as a guest, via Return an order. Choose "withdrawal" as the reason. See How to return.
- Model form provided by law, attached to your online request or posted to the returns address. Using it is optional.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To: Clouds and Roots Unipessoal, Lda. (Micro Wire), Avenida Manuel Milheirão Nr 117, 3070-767 Praia de Mira, Portugal
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
— Ordered on (*)/received on (*):
— Order number (optional):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.
The item must come back exactly as we sent it
The law lets you examine the item as you would in a shop: look at the product, check the model and compatibility. Any handling beyond that is your responsibility and is reflected in the refund (art. 14 of Decree-Law No. 24/2014). For a repair part, that means:
- Unused, with no fitting marks, fingerprints, scratches or pressure marks.
- Protective films, seals and stickers intact and not lifted.
- Flex cables, connectors and adhesives in their original state: neither bent nor applied.
- Original packaging with all accessories, manuals and free gifts.
No right of withdrawal
Exceptions under art. 17 of Decree-Law No. 24/2014:
- Hygiene: in-ear earphones and similar items with the packaging seal opened.
- Sealed software and games with the seal broken.
- Personalised items or items made to your specifications.
- Repair services already carried out in our lab with your prior agreement.
Installed parts and applied screen protectors
A part that has been installed, glued or soldered, or a screen protector whose installation film has been removed, has already been used. Its loss in value equals the full price (art. 14 of Decree-Law No. 24/2014), so there is no refund.
Refund
- Within 14 days of you telling us about the return, using the same payment method.
- We may wait until we receive the item (or proof of shipping) before refunding.
- If you return the whole order, we also refund the original delivery cost (the cheapest standard shipping option).
Costs you pay
- Return shipping to us. We do not accept cash-on-delivery parcels.
- The difference between standard shipping and any faster option you chose.
- Any loss in value caused by handling beyond what is needed to examine the item.
- Transit damage caused by inadequate packaging.
What if the item does not come back in the right condition?
We email you with photos of the condition the item arrived in. If it is one of the exceptions above, the return is not accepted and the item is sent back to you with the reshipping cost payable by you (on top of the shipping you already paid to send it to us). If the item has only lost value, you can choose between a refund minus that loss in value (which, for a fitted or damaged part, may equal the full price) or having the item sent back, again at your cost.
3. Warranty
Legal guarantee of conformity: 3 years (consumers)
Under Decree-Law No. 84/2021, new goods sold by Micro Wire to consumers carry a 3-year legal guarantee against lack of conformity (manufacturing defects). For refurbished or used goods, the period may be 18 months, where stated on the product page. Once the defect is confirmed, you are entitled to repair or replacement free of charge, shipping included, within 30 days at most and, if that is not possible, to a price reduction or a refund. If the defect appears within the first 30 days after delivery, you can ask straight away for a replacement or a refund (art. 16).
The warranty covers what came with the part. It does not cover what happens to the part after you receive it: installation damage, handling, drops, liquids or misuse. The legal presumption that a defect existed at delivery does not apply when the part itself shows otherwise: a cracked glass, a torn flex cable or pressure marks do not come from the factory.
Always test the part before installing it
It is the most important step in any repair. Connect the part to the device without gluing it, applying adhesive or removing the films, and check everything works. Once glued, a part can no longer be returned and any installation damage falls outside the warranty.
White, black and grey backgrounds: dead pixels, lines, patches and colour uniformity.
The whole area, including corners and edges: a drawing app helps spot dead zones.
Minimum and maximum brightness, proximity sensor, True Tone and screen-dependent features.
Batteries, flex cables, connectors and cameras: test the function before closing up or soldering.
Parts selected and checked in our lab
The batches we buy are always from the top quality grade available for each model. Before they go into stock, screens are sample-tested on the bench and any items with issues are withdrawn from sale. That is why, when a Micro Wire part fails, our first question is about the installation.
Covered
- Manufacturing defects found when testing before installation.
- Original faults that appear with normal use, with no signs of physical damage or tampering.
- An item different from the one ordered or not matching its description.
- Installations carried out by our lab.
Not covered
- Cracked or broken glass or panel, pressure marks, patches or image "bleeding".
- Bent, creased or torn flex cables; damaged or badly seated connectors.
- Damage from excessive heat, tools, wrong screws, static electricity or short circuits.
- Components that have been soldered, modified or repaired by third parties.
- Drops, liquids, moisture, corrosion and normal wear and tear.
- Battery wear: our benchmark is at least 80% of rated capacity up to 500 full cycles. Damage from uncertified chargers, deep discharge or extreme temperatures.
- Seals or serial numbers broken, altered or removed.
- Transit damage on a badly packed return.
- Screen protectors and tempered glass once the installation film has been removed: adhesion, bubbles, dust and durability depend on the installation.
Screens and parts already installed
A screen that has been glued, has tapes or adhesives applied, films removed or bent flex cables has already been handled, and a poor installation damages the part, often invisibly at first. That is why installed parts are examined in our lab with particular care: a single sign of physical, installation or handling damage is enough for the warranty to be refused.
Business customers: glued or installed parts are not eligible for warranty; see the business terms.
A word for those who repair
We know what life at the bench is like: we also do repairs and micro-soldering every day. Two minutes of testing before gluing saves a part, a return and an unhappy customer. The quality of the part is our responsibility; the quality of the installation belongs to whoever installs it. We are on the same side.
No experience or the right tools? The Micro Wire lab can install it for you (see our Repair Terms) and, in that case, the installation is covered too.
We repair, replace or refund. Shipping to us (standard rate) is refunded and we pay for sending it back. Faults reported within the first 15 days take priority: if we cannot resolve them within 5 working days, we replace the item (subject to stock) or refund it.
We send you a report with photos. The item is sent back with the reshipping cost payable by you, or you can collect it from our lab.
The part works in our tests. It is sent back in the same condition; often the problem lies in another component of the device.
4. How to make a return or warranty claim
The process is the same for withdrawal and warranty: only the reason you choose changes. It takes about 5 minutes.
I have an account
- 1 Go to My account and open Orders.
- 2 Select the order and open its details.
- 3 Click Return items, then select the items and the reason.
I bought as a guest
- 1 In the site footer, open Return an order.
- 2 Fill in the details requested (order, items and reason).
- 3 Submit the request.
-
Get your RMA
After your request, you receive the instructions and your RMA number by email. Do not send anything before you get it.
-
Pack it properly
Original packaging inside a rigid cardboard box, with padding. Read the packaging rules: they are mandatory.
-
Label and send
Write on the outer box: RMA No. [Your number]. Use a tracked service and keep the receipt.
3070-767 Praia de Mira, Portugal
Tax ID PT 516154940
5. Mandatory packaging
A screen sent in an envelope almost always arrives damaged, or more damaged than when it left. When that happens, it is no longer possible to tell whether the defect was there from the start. That is why transit damage on a badly packed return is your responsibility: for a withdrawal it is deducted from the refund and, under warranty, it is not assessed as a defect.
Required
- Rigid cardboard box as the outer packaging.
- Screens in their original packaging (or rigid foam), with the films in place.
- Enough padding that the item cannot move inside the box.
- Electronic components in an antistatic bag; several items kept apart.
Avoid
- Screens or fragile parts in envelopes, even padded or bubble envelopes.
- Loose items with no protection, or only in the product packaging.
- Labels or tape stuck directly onto the original product packaging.
- Parcels without an RMA number: they slow down identification and processing.
- Cash-on-delivery parcels: refused on arrival.
6. Business customers
Repair technicians, shops and resellers buying for their business are not covered by consumer law (Decree-Laws No. 24/2014 and No. 84/2021). Civil and commercial law apply, together with the following terms, which form part of every business purchase:
Installed parts are not covered
Screens and parts that require installation (glued, with adhesives or tapes applied, films removed) are only accepted under warranty if the defect is reported before final installation.
Defects on arrival: 8 days
Check parts when you receive them. Visible defects and wrong or missing items must be reported within 8 days of receipt.
Period per item
The warranty period for manufacturing defects is the one shown on each product page.
No change-of-mind returns
Returns without a defect only with prior approval, with the item sealed and in perfect condition. The other rules on this page (RMA, packaging, shipping) still apply.
Transport risk
It lies with you from handover to the carrier. For insured shipments (DPD, GLS), we handle the claim for you.
Prices, tiers, shipping and payment
It is all in the Reseller Area.
7. Manufacturer's warranty
Warranty for repair parts and accessories is handled directly by our team. For new complete devices (smartphones, tablets, consoles, networking equipment, electrical products), brands also offer their own warranty, with official service centres: usually the fastest route.
Consumers: you can contact the manufacturer directly, but you do not have to: the legal guarantee can always be claimed from Micro Wire. Business customers: for complete devices, warranty is handled directly with the manufacturer; as a distributor, we are not authorised to process it on the brand's behalf.
| Brand | Contact | Support |
|---|---|---|
| Apple | Online | support.apple.com/pt-pt |
| Samsung | Online | samsung.com/pt/support |
| Xiaomi | Online | mi.com/pt/support |
| OPPO | Online | support.oppo.com/pt |
| Huawei | Online | consumer.huawei.com/pt/support |
| Honor | Online | honor.com/pt/support |
| Google Pixel | Online | support.google.com/pixelphone |
| Nintendo | +351 211 129 511 · [email protected] | nintendo.com/pt-pt |
| Sony PlayStation | Online | playstation.com/pt-pt/support |
| Xbox (Microsoft) | Online | support.xbox.com |
| TP-Link | Online | tp-link.com/pt/support |
| Kingston | Online | kingston.com/support |
| Efapel | Online | efapel.pt |
Contact details are for information only; brands may change them without notice.
Last updated: November 2026.