Dispute Resolution

Context

Return policy

This return policy has been prepared based on current legislation and may be updated without prior notice.

Right of Withdrawal and Return Period

The customer has the ​right to withdraw from the contract without incurring any costs (in addition to the cost of returning the product(s)) and without needing to state a reason, within ​14 (fourteen) days​, counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).

Therefore, in the event of exercising the right of withdrawal, any purchase made in the store can be returned up to a maximum of 14 days after being received. After this period, it will not be possible to offer a refund or exchange of the item(s).

If the customer wishes to exercise the right of withdrawal, they must fill out and submit an unequivocal statement of contract withdrawal. They can contact the store, within the aforementioned period, to request the Withdrawal Form or explicitly state their intention to withdraw from the contract via email ​{store contact email}​.

The contact made by email must refer to the following data:

  • ● Recipient's name;

  • ● Telephone/mobile contact;

  • ● Order number;

  • ● Order date;

  • ● Order receipt date;

  • ● Number of products and/or services purchased.

Upon receipt of the contract withdrawal request, a response will be provided as soon as possible, in order to streamline and schedule the collection of the purchased product(s).

Conditions for return

For a purchase to be eligible for return, the purchased items must be in the same condition in which they were delivered. They must also be returned in their original packaging and without signs of misuse or mishandling.

Perishable products cannot be returned. Examples include: food, flowers, newspapers, and magazines.

Products related to hygiene or personal intimacy, as well as {other examples of product types}, will also not be accepted for return.

Returns must always be made to the merchant and never to the supplier of the products and/or services.

Documentation

For the return process to be completed, it will be necessary to include the purchase invoice, proof of payment, and the return form.

Refund

The refund of the value of the product(s), as well as delivery costs, will be made in full within 14 days from the date we are informed of the decision of free resolution.

​{store name} ​is not obliged to reimburse additional return costs such as a different and more expensive product collection method than the one presented by us. In the event that the collection of the product(s) from the customer is requested by ​{store name},​ ​the refund process will be initiated after due receipt of the product(s). The customer will be notified by ​{email}​ regarding this process.

The refund will be made using the same payment method used by the customer in the initial payment, except in situations of express agreement where the customer does not incur any costs as a result of the refund.

If you do not receive the refund within the indicated period, please check your bank account again. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still do not have feedback, try to contact the bank. After these steps, you can contact us at ​{store contact number}.​

Exchanges

An exchange of items is only accepted when the order is defective, incomplete, incorrect, or damaged due to delivery. If you wish to exchange an item, you must contact us by email at the following address: {email}​.

The item must be sent to the following address:

{insert shipping address}

Offers

If the item was a gift, it will only be accepted for exchange upon presentation of the respective gift receipt.

Shipping costs

The shipping costs initially paid will be included in the amount to be refunded, as provided for in current legislation in Decree-Law no. 24/2014.

If the customer wishes a different collection method than that defined by ​{store name}, the​ customer will be responsible for paying the additional shipping costs for returning the product to the store, whether for return or exchange purposes.

We cannot guarantee that items are returned or arrive in conditions identical to those at the time they are shipped.

International returns

In the case of an order delivered abroad, the return process is carried out based on the above-mentioned conditions.