Return Policy
Right of Free Resolution
In accordance with the provisions of Decree-Law No. 24/2014, of February 14, with the amendments introduced by Law No. 10/2023, of March 3 , and in accordance with Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011, the consumer has a period of 14 (fourteen) consecutive days, counting from the date of receipt of the product(s), to exercise your right to free resolution, without the need to present any justification and without payment of compensation.
As a courtesy and as a commercial policy, we offer our customers an extended period of 30 (thirty) consecutive days, counting from the date of delivery, to return the product(s).
Exercise and Effects of the Right of Free Resolution
To exercise the right of free resolution, the customer must proceed as follows in their customer area:
1. Accessing your customer area;
2. Select the "Order History and Details" option and then view the "Details" of the corresponding order;
3. Select the product(s) you wish to return, indicating the quantity, if applicable;
4. Optionally, inform the reason for the return in the comments field;
5. Complete the process by clicking on "Return requested".
The request will be validated within a maximum period of 24 hours and, subsequently, an email will be sent with the process number.
Return Process
1. The customer must identify the process number on the return packaging and send the product(s) within a maximum period of 14 consecutive days after the aforementioned number is assigned. If shipping is not carried out within this period, we reserve the right not to accept the return, unless the customer presents proof of shipping within the stipulated period.
2. The customer will be responsible for the return costs and must ensure that the product(s) are properly packaged to avoid damage during transit. Any damage caused during this process will be the customer's responsibility.
3. It is recommended that the customer sends the item registered, with tracking number and insurance, to minimize the risk of loss or damage during transportation. The customer will be fully responsible for any damage or loss occurring during the return, losing, in such cases, the right to return the product(s). In situations like these, it is up to the customer to attribute any responsibilities to the carrier they hired.
Conditions of Acceptance
- Returns sent without identification of the process number or cash on delivery will not be accepted.
- The customer may be held liable for the depreciation of the product(s) in the event of improper handling, in accordance with article 14, nº 2, of Decree-Law No. 24/2014.
- Products with signs of use, damage to the packaging or lack of documentation may be subject to depreciation.
- If signs of manipulation, tampering, fraud or attempted tampering are identified, the return will be refused.
Refund
The refund will be processed within 7 (seven) business days after the credit note is issued, using the same initial payment method, unless expressly agreed otherwise.
The amount refunded will be for the product(s) returned, excluding any shipping or travel costs incurred by the customer.
Exceptions to the Right of Free Resolution
Under applicable legislation, the right to free termination does not apply, unless expressly agreed, in the following cases:
1. Customized products or products made according to customer specifications;
2. Products that, by their nature, are susceptible to deterioration or rapid expiration;
3. Sealed products whose seal has been removed after delivery for hygiene or health protection reasons;
4. Audio, video recordings or computer programs with the tamper-evident seal broken after delivery;
5. Digital content not supplied on a material medium, the execution of the contract for which has begun with the consumer's consent.
If situations or points arise that are not covered by this policy, the rules in force in the national legal system and the European guidelines related to consumer rights will be applied.
For more information, we recommend that you consult the Terms and Conditions available on the platform.
We will always be available through our contacts:
- [email protected] or by calling +351 916023217 (call to mobile network)
Updated: January 26, 2025