Return and Refund Policy

Last Updated: November 14, 2024

At , your satisfaction is our top priority. This policy describes the terms for refunds, returns, and exchanges of products and services we offer. This policy is in addition to your statutory rights under Portuguese Consumer Law (Lei de Defesa do Consumidor - Lei n.º 24/96) and other applicable EU legislation.

1. Your Statutory Rights

As a consumer in Portugal, you have certain statutory rights that cannot be excluded by our policy:

Right to quality goods: You have the right to receive goods that are of satisfactory quality, fit for purpose, and as described.
Right to repair or replacement: If the product is defective, you have the right to request a repair or replacement.
Right to price reduction or refund: If repair or replacement is not possible or not completed within a reasonable time, you can claim a price reduction or a refund.
Withdrawal period: For online, phone, or mail order purchases, you have 14 days from delivery to cancel your order for any reason and a further 14 days to return the goods.

2. Our Voluntary Returns Policy

In addition to your statutory rights, we offer a voluntary returns policy: you can request a refund, return, or exchange within days from the date of purchase.

3. Requirements for Refunds and Returns

For non-defective items, the product must be in its original condition, unused and undamaged.
The purchase receipt, order confirmation, or invoice must be included.
For defective products, please provide a description of the defect and, if possible, photographic evidence.
For online purchases being returned under the withdrawal period, you must inform us in writing of your decision to cancel within 14 days of receiving the goods.

4. Non-Refundable Products

The following items cannot be returned unless they are defective:

Downloaded digital products (once the download has started).
Gift cards or promotional vouchers.
Personalised items (unless defective).
Sealed audio, video or computer software, once opened.
Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
Items that are made to your specifications or clearly personalised.

5. Request Procedure

To submit a request, contact us at [email protected] and provide the following information:

6. Shipping Costs

For returns of non-defective items under our voluntary returns policy, the customer bears the return shipping costs, and original shipping costs are non-refundable.

For defective items or incorrect deliveries, we will reimburse the reasonable costs of returning the goods.

For returns under the withdrawal period for distance selling, we will refund the basic delivery cost of sending the item to you (excluding any expedited delivery charges you may have chosen). You are responsible for the return shipping costs unless the goods are defective or we have agreed otherwise.

7. Processing Your Refund

We will process your refund without undue delay and in any event:

For cancellations under the withdrawal period, within 14 days from the day we receive the goods back or evidence that you have sent them back.
For defective goods, within 14 days of agreeing that you are entitled to a refund.
For all other returns under our voluntary policy, within 14 days of receiving the returned goods.

Refunds will be made using the same payment method you used for the purchase unless agreed otherwise.

8. Defective or Incorrect Products

If you receive a defective or incorrect product, please contact us immediately. We will review your case and, in accordance with your statutory rights, offer:

9. Changes to This Policy

We reserve the right to update this policy at any time. Any changes will not affect your statutory rights. It is recommended to check this page regularly to stay informed about possible changes.

10. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, you can:

Contact us directly to try to resolve the matter.
Use an Alternative Dispute Resolution (ADR) service. As required by Portuguese and EU law, we participate in ADR procedures.
For online purchases, you can use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
Contact the Portuguese Consumer Protection Agency (Direção-Geral do Consumidor) for guidance.

11. Contact

For questions or concerns about this policy, you can contact us:

Email: [email protected]
Phone: +351 991 476 709
Address: Rua Castilho 75 Lisbon, 1250-068 Portugal