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    Client support

    General conditions

    These General Conditions govern the sale, including registration, of Friendly Fire products, through the website.


    The website is managed by J.A.M. Fernandes & Filhos, LDA, headquartered at Rua D. Afonso Henriques, number 1102, 4800-866 S. Torcato, municipality of Guimarães, with the identification number of the legal person and registration at the Commercial Registry Office of Guimarães – 502 627 565.


    We ask you to carefully read the conditions, our policies regarding cookies and our privacy policy before using this website. By using this website or placing an order through it, the customer is aware that he must comply with these conditions and our privacy policies. Therefore, if you do not agree with all the conditions and privacy policies, you should not use this website. These conditions can be changed, so it is your responsibility to read them periodically, since the conditions in force at the time of using the website or concluding the contract are those that will apply.


    If you have questions regarding the conditions or privacy policies, you can contact us via email [email protected] .

    2.1. To place an order, the User may register in advance, filling in the fields in the form on the website
    2.2. From the moment you access your personal account, the User is subject to these Terms and Conditions.

    3.1. The website is aimed at all users who wish to purchase Friendly Fire products.
    3.2. Information on the characteristics of the products can be consulted at
    3.3. Friendly Fire reserves the right to modify, at any time: the information, product offer, prices, promotions and commercial conditions, presented on the website

    4.1. To order from it is necessary that the User has an email account and that his browser is configured to accept cookies and pop-ups, which will allow the use of all the conditions of navigability of the Friendly online store Fire.
    4.1.1. The User may purchase products online, for which it is necessary that:
    a) Find the product(s) you want to purchase;

    b) Add the selected product(s) to the "Shopping Cart";

    c) Register the User's personal data, which will be integrated into the Friendly Fire database under the terms set out in the Privacy Policy, including the "Delivery Address", "Billing Address", "Payment Method ", the telephone number and the tax identification number (NIF);

    d) Review your order and confirm the order;
    4.2. The User will receive an order confirmation email with details regarding the “Payment Method” selected.
    4.3. Your order will be delivered by the logistics operator to the delivery address indicated in the purchase process and with the respective detailed invoice.
    4.4. By submitting the order form, the User accepts the Terms and Conditions of purchase described at, as well as the Privacy Policy.
    4.5. Friendly Fire reserves the right not to accept and cancel orders already confirmed in the following situations:
    a) The product is not available;
    b) Payment is not made using any of the payment options available on the website;
    c) Payment is not confirmed;
    d) The billing information is not correct or verifiable;
    e) There is an error in the price quotation;
    f) It is not possible to deliver to the address provided by the User.

    The prices of the products displayed on this page include the Portuguese Value Added Tax (VAT) in force.

    The prices of the products shown are subject to change. Friendly Fire reserves the right to change prices without prior notice.
    The prices displayed at the time of purchase are the prices applied to that purchase.

    If an error is verified in the price of the requested products, Friendly Fire or the user may, until the order is shipped, cancel the order.

    We have the following means of payment: Reference MB, MBWAY, Credit Card and Paypal.

    Shipping costs are free for Mainland Portugal and Islands.

    Outside Europe, all orders will have an associated shipping cost, which may require the payment of customs costs, depending on the country of delivery.

    Friendly Fire sends the product(s) ordered by the User, from Monday to Friday, from 9 am to 3 pm, with the exception of holidays, and on the days and times used by the logistics company, to the delivery address indicated by the User.

    Our delivery service does not include a scheduling option, so the delivery of the order will be carried out without prior contact by the carrier, making it necessary to ensure that someone is at the delivery address.

    Delivery times in Portugal vary between 2–15 working days depending on the item ordered. Friendly Fire's ability to respond within these deadlines varies depending on stock availability, as well as on promotions, sales and Christmas periods.

    Friendly Fire will inform the User of the unavailability of the product(s) ordered, as well as refund the amount paid, within a maximum period of 15 (fifteen) days from becoming aware of the unavailability.

    In case of unavailability of the carrier to deliver the products on the indicated date, the User will be contacted in order to indicate another delivery date.

    If you do not receive your order within a maximum period of 60 (sixty) days from the date of payment of the order, please send an email to [email protected] informing us of what happened. After this period, Friendly Fire cannot be held responsible for the loss of the order.

    The User may terminate his contract up to 15 (fifteen) days after receiving the order, provided that:
    - The product(s) have not been used;
    - The product(s) keep its original characteristics and labels intact;
    - The product(s) are complete. All material accompanying orders must be returned.

    The User can exercise his right of free resolution by sending an email to [email protected]

    The costs of returning the order in the exercise of the right of free resolution are borne by the customer.
    Once the returned product has been received, Friendly Fire will analyze and confirm the condition of the order and, when applicable, will refund, within a maximum period of 15 (fifteen) days, the amounts paid by the User in the order, via bank transfer.

    The User may cancel his order, provided he requests it via the email [email protected] prior to shipment.

    If the order has been received before dispatch, we will refund the amounts paid by the User in the order, via transfer, within a maximum period of 15 (fifteen) days.

    If the order has been received after dispatch, the rules set out in the previous chapter will apply.

    In the case of an exchange, the User will have to assume all costs related to the new shipment.

    In the event that the product ordered is defective or otherwise non-compliant, the User may choose to:
    a) replace the product;
    b) terminate the contract.

    As soon as the User discovers a defect or other non-conformity of the product, he must notify us via the email [email protected], sending supporting photographs.

    As soon as we receive your email, we will contact you to solve the problem consensually.



    For exchanges and returns outside Portugal, please contact us at [email protected]

    Friendly Fire does not sell second-hand, defective or substandard products.
    Friendly Fire will make every effort to ensure that the colors of the products that appear on the website are as accurate and real as possible. However, as computer monitors vary, we cannot guarantee that your monitor is showing the exact colors.

    In view of the objective of continuous improvement of the services provided, Friendly Fire will seek to respond to and resolve complaints submitted by the User within 5 (five) working days, via email [email protected]

    Friendly Fire products benefit from the guarantee of conformity provided for in the legislation applicable to the sale of consumer goods.

    Friendly Fire does not guarantee the uninterrupted operation of the website, or any of its functionalities, which may be suspended for maintenance, repair or updates.
    Friendly Fire will not assume, likewise, any responsibility for any damages, directly or indirectly resulting from situations of force majeure that prevent Friendly Fire, in any way, from fulfilling its obligations, namely, strikes, failures in the electrical network, telecommunications services or any other services, fires, floods, impossibility of obtaining products, materials or services, breakdowns, delays by suppliers or transporters and changes in legislation or administrative regulations.
    Friendly Fire is not responsible for any misuse of User access data to the website by third parties, as they are personal and non-transferable.

    Friendly Fire reserves the right to change, at any time, these General Conditions, considering the changes made and the users notified by publishing the modified General Conditions on the website

    We ask that you read our Privacy Policy carefully so that you can become aware of the rules and procedures adopted by Friendly Fire with regard to the processing of data collected when you browse the website and when you use the functionalities offered therein, as well as applicable security and confidentiality measures.

    The computer records, kept by Friendly Fire in safe conditions, are considered as proof of the communications, orders and payments made between Friendly Fire and the User.

    These General Conditions and all emerging disputes that are related to them, including their validity, the use of the website or any purchase therein must be governed by Portuguese law.

    You can use the Electronic Complaints Book to file a complaint. To do so, simply access the Electronic Complaints Book platform.

    Website offers are valid only for the moment they are displayed on the website, unless otherwise communicated on the website.

    Updated October 4, 2022