A – FAQs – Privacy and Cookies Policy

1. What personal data does Hosaraz collect?

Answer:
Hosaraz only collects the data necessary to provide its services, such as:

• Name, address, email and telephone number (for customer management and deliveries).
• Payment details (credit card, IBAN, PayPal) to process orders.
• Purchase history (to personalise offers and improve services).
• Browsing data (through cookies, to analyse website traffic).

Legal basis: Contract performance, consent (e.g. newsletters) or legitimate interest (e.g. service improvement).

2. How is my personal data used?

Answer:
Your data is used to:

• Process and deliver orders (e.g. sharing your address with carriers such as Nacex).
• Send purchase confirmations and updates (by email or SMS).
• Personalise offers and communications (if you subscribe to newsletters or accept marketing).
• Improve the website and services (through anonymous data analysis).
• Comply with legal obligations (e.g. invoicing and accounting).

Note: We do not sell your data to third parties.

3. What are cookies and what are they used for?

Answer:

Cookies are small text files stored on your device (computer or mobile phone) when you visit hosaraz.com. They are used to:

• Improve navigation (e.g. saving language preferences).
• Analyse traffic (e.g. identifying the most visited pages).
• Personalise content (e.g. recommending products based on your history).
• Ensure security (e.g. protection against fraud).

Types of cookies used:

• Essential cookies – required for the website to function (e.g. login).
• Functional cookies – store preferences (e.g. currency).
• Analytical cookies – anonymous analysis (e.g. Google Analytics).
• Advertising cookies – personalise advertisements (e.g. Facebook Pixel).

4. How can I manage or disable cookies?

Answer:

You can manage cookies in two ways:

1. Through the consent banner
   (displayed when you first visit the site). You can accept all cookies, refuse all cookies, or customise your preferences.
2. Through your browser settings
   (e.g. Chrome, Firefox, Safari): Go to Settings → Privacy and Security → Cookies.
   You can block third-party cookies or delete existing cookies.

Warning: Disabling essential cookies may affect website functionality (e.g. you may not be able to log in).

5. Are my data shared with third parties?

Answer:

Yes, but only with trusted partners and for specific purposes:

• Carriers (Nacex): to deliver orders (we share name, address and telephone).
• Payment processors (Lusopay, PayPal): to process payments (card or IBAN details).
• Analytics tools (Google Analytics): to analyse traffic (anonymous data).
• Marketing platforms (E-Goi, Facebook): to send newsletters or personalised advertisements (only with your consent).

Guarantees:

• All third parties are required to protect your data and may not use it for other purposes.
• Data is stored within the EU and is not transferred to countries without adequate protection.

6. How can I exercise my rights (access, rectification, erasure)?

Answer:

You have the following rights regarding your personal data:

• Access: request a copy of your data.
• Rectification: correct inaccurate data.
• Erasure: request deletion of your data (unless there is a legal obligation to retain it).
• Objection: object to processing (e.g. marketing).
• Portability: receive your data in a machine-readable format.
• Restriction: request suspension of processing.

How to exercise your rights:

Send an email to privacidade@helenamanso.pt or a registered letter to the address indicated in the policy.

Include a copy of your identification document to confirm your identity.

We will respond within 1 month.

7. How long is my data retained?

8. How do you ensure the security of my data?

Answer:

We implement technical and organisational measures such as:

• Data encryption (e.g. HTTPS protocols).
• Restricted access to internal systems.
• Staff training in data protection.
• Secure hosting (data stored within the EU).

Recommendations for you:

• Use secure networks when entering personal data.
• Keep your devices and software updated (e.g. antivirus).
• Do not share access codes with third parties.

9. Can I submit a complaint if I am not satisfied?

Answer:

Yes. If you believe that your data is not being processed in accordance with the GDPR, you may:

1. Contact us directly (privacidade@helenamanso.pt) so we can resolve the issue.
2. Or submit a complaint to the Portuguese Data Protection Authority (CNPD):
   • Address: R. de São Bento 148, 1200-031 Lisbon
   • Website: www.cnpd.pt

10. Is the privacy policy updated? How will I be notified?

Answer:

Yes, this policy is reviewed periodically to ensure compliance with the law.

You will be notified of significant changes through:

• The hosaraz.com website (publication of the updated version).
• Email (if you are a registered customer).

Last updated: 2026-03-01

11. How can I contact Hosaraz regarding privacy matters?

Answer:

You can contact us via:

Email: privacidade@helenamanso.pt
Registered mail:
Hosaraz – Helena Manso, Lda.
Rua Estação dos Caminhos de Ferro 41 A-1º-dto
7540-157 Santiago do Cacém
Portugal

12. What happens if I use social media to contact Hosaraz?

Answer:

If you contact us through social media (e.g. Facebook or Instagram):

• Your data will be processed in accordance with this Privacy Policy and the policies of the respective social network.
• We are not responsible for the security measures of social media platforms.

For sensitive matters, we recommend using the official channels (email or registered mail).

B – FAQs – Terms and Conditions

1. What payment methods are accepted at Hosaraz?

Answer:

We accept the following payment methods:

• PayPal
• Bank transfer (Montepio Geral)
• MB Way
• Multibanco

Note: All payments are processed in secure environments (HTTPS).

2. What is the returns and refunds policy?

Answer:

You have 14 days after receiving your order to return products (provided they are in their original condition).

The refund will be issued using the same payment method used for the purchase.

Return costs are the responsibility of the customer, except in cases of defective products or our error.

Procedure:

1. Contact us via contacto@hosaraz.com to authorise the return.
2. Send the product back with the original invoice.
3. The refund will be processed within 5–10 working days after receipt.

3. What are the delivery times and costs?

Processing time

1–2 working days after order placement.

Iberian Peninsula

• Delivery to an address: within 24 hours (E Nacex).
• Delivery to a collection point: next day (E Nacex Shop).

Rest of Europe – E-Commerce Europe

• Zone 1 – France: 2–3 days
• Zone 2 – Germany, Belgium, Netherlands, Italy, Luxembourg: 3–4 days
• Zone 3 – Austria: 4–5 days
• Zone 4 – Denmark, Bulgaria, Croatia, Slovenia, Estonia, Greece, Finland, Hungary, Ireland, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Romania, Sweden: 5–6 days

Note: Delivery times may vary during peak periods (e.g. Christmas).

Delivery costs

Costs depend on weight, volume and destination and are generated automatically by the website during checkout.

Note: For shipments outside the EU, Hosaraz applies DDU Incoterms.

4. How can I cancel or modify an order?

Answer:

You may cancel or modify your order within 24 hours of confirmation, provided it has not yet been dispatched.

How to do it:

Send an email to contacto@hosaraz.com with the order number and the requested changes.

If the order has already been dispatched, you must follow the return procedure.

5. What should I do if I receive a damaged or incorrect product?

Answer:

Contact us immediately (within 24 hours of receipt) via contacto@hosaraz.com or by telephone with:

• Order number
• Photos of the damaged or incorrect product

Return the product (at our expense) and we will send a replacement or issue a full refund.

6. How can I create an account at Hosaraz?

Answer:

1. Go to www.hosaraz.com and click “Register”.
2. Fill in the required fields: name, email, address and telephone.
3. Create a secure password.
4. Accept the Terms and Conditions and the Privacy Policy.
5. Confirm the registration via the verification email we send.

Benefits of having an account:

• Access to order history
• Faster checkout process

7. Can I purchase without creating an account?

Answer:

Yes, you can shop as a guest without registering.

However:

• You will not have access to order history.
• You will need to enter your details each time you make a purchase.

8. Can I place an order without using the website (direct contact)?

Answer:

Yes. You can place orders by contacting us directly via contacto@hosaraz.com.

9. Can I repeat a previous order with the same items?

Answer:

Yes, you can repeat a previous order with the same items.

10. I cannot repeat an order – what should I do?

Answer:

Please check whether any of the items are out of stock.
If one of the items is unavailable, it will not be possible to repeat the order.

11. How can I be notified when an out-of-stock product becomes available again?

Answer:

To receive a notification when a product is restocked, use the “Notify me when available” feature on the product page.

Steps:

1. Go to the product page.
2. Below the “Add to basket” button, click “Notify me when available”.
3. Enter your email address in the pop-up window.
4. Click “Send” or “Subscribe”.

When the product becomes available again, you will automatically receive an email notification.

12. Why is adding a product to my Wishlist not enough to be notified when it is available?

Answer:
The Wishlist is used to save products you may wish to purchase in the future and to facilitate access or sharing with friends and family. It is not a stock notification system.

To ensure you are informed when an item is restocked, you must use the specific stock notification tool.

13. How can I subscribe or unsubscribe from the newsletter?

Answer:

Subscribe: Enter your email address in the “Subscribe to Newsletter” field in the website footer.

Unsubscribe: Click the “Unsubscribe” link at the bottom of any email you receive from us.

14. What is the pricing and promotions policy?

Answer:

• Prices are subject to change without prior notice.
• Promotions are valid only during the indicated period and cannot be combined.
• In case of pricing errors, we reserve the right to cancel the order and issue a refund.

15. How can I contact customer support?

Answer:

You can contact us via:

Email: contacto@hosaraz.com
Telephone: +351 939 153 099

Postal address:
Hosaraz – Helena Manso, Lda.
Rua Estação dos Caminhos de Ferro 41 A-1º-dto
7540-157 Santiago do Cacém
Portugal

Customer service hours:

Online: approximately 24/7

Office:
Monday to Friday
09:30–12:30
14:30–17:30