Refund policy

RETURNS & REFUNDS

This Returns & Refunds Policy explains how to return products and obtain refunds, including the exercise of the statutory right of withdrawal.

1. Right of Withdrawal (Consumers)

If you are a consumer in the EU, you may withdraw from your purchase within 14 days from the date you receive the goods, without giving any reason. To meet the deadline, it is sufficient to send your communication before the withdrawal period expires. You may use the model form provided in our Terms of Service.

Effects of withdrawal: We will reimburse all payments received from you, including the least expensive standard delivery costs, without undue delay and no later than 14 days from the day you inform us of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. Unless otherwise stated, you bear the direct cost of returning the goods.

Condition of returned goods: You may handle the goods to establish their nature, characteristics, and functioning. You are liable for any diminished value resulting from handling beyond what is necessary. We may deduct an amount to reflect such diminished value.

Exclusions: For reasons of health protection or hygiene, the right of withdrawal does not apply to sealed goods not suitable for return once unsealed after delivery (e.g., cosmetics with hygiene seals).

2. How to Initiate a Return

To initiate a return, contact us through the channels indicated on our website with your order number, items to be returned, and reason for return. We will provide return instructions and the return address. Please do not send returns without prior contact.

3. Return Shipping

Unless otherwise stated or required by law, you are responsible for arranging and paying for return shipping. We recommend using a trackable service and retaining proof of postage. Risk of loss remains with you until the goods are delivered to us.

4. Non-Conformity and Defects

If you believe a product is defective or non-conforming, contact us promptly with details and photos if available. Where a lack of conformity is confirmed, you are entitled to repair or replacement, or, where appropriate, a price reduction or contract rescission in accordance with applicable law. Return shipping costs for confirmed non-conformity will be borne by us or reimbursed to you, as applicable.

5. Refunds

Once we receive and inspect your return, we will process any refund due using the original payment method, unless you agree to another method. Processing times may vary by payment provider.

 6. Exchanges

Where stock permits, we may offer exchanges as an alternative to refunds, without prejudice to your statutory rights. Please contact us for availability.

7. Incorrect or Damaged Items

If your order arrives damaged or with incorrect items, notify us within a reasonable time after delivery. Keep all packaging materials until your claim is resolved.

8. Contact and Changes

For return requests and questions, contact us using the channels indicated on our website. We may update this Policy to reflect changes in law or practice.

Important Compliance Notes for Portugal

For transparency and compliance with Portuguese and EU consumer law, please ensure the following on your website and order communications:

• Full company identification details (company name, NIPC, registered office, contact

email/phone, geographic address for complaints and returns).

• Clear pricing information, including VAT and delivery costs before order completion.

• Pre-contractual information required for distance contracts, including the 14-day withdrawal right, conditions, time limits, and procedures, as well as the model withdrawal form.

• Information on competent ADR entities and reference to the EU ODR platform, and access to the Electronic Complaints Book.

• Clear cookie consent management and an accessible privacy notice.

• Confirmation email to customers after contract conclusion including key terms and the withdrawal form.

Please adapt placeholders such as processing times, shipping destinations, costs, contact channels, and return address to reflect your actual operations. Consider providing the ADR entity names competent for your sector and locality once confirmed.

Last updated: 15 January 2026