Shipping & Returns

1. Shipping

1.1 Shipping Areas

We ship orders to the destinations indicated on our website at the time of purchase.

1.2 Order Processing

Orders are processed within [X] business days after payment confirmation, excluding weekends and public holidays.

1.3 Delivery Time

Estimated delivery times are provided at checkout and may vary depending on the destination and shipping method selected.

Delivery times are indicative and not guaranteed. We are not responsible for delays caused by carriers, customs procedures, strikes, or events of force majeure.

1.4 Shipping Costs

Shipping costs are clearly displayed before the order is confirmed and are borne by the customer unless expressly stated otherwise.

1.5 Failed Delivery

If delivery cannot be completed due to incorrect address details or absence of the recipient, additional re-delivery costs may be charged to the customer.

2. Right of Withdrawal (Returns)

In accordance with EU consumer law and Portuguese Decree-Law no. 24/2014, the consumer has the right to withdraw from the contract within 14 days from the date of receipt of the goods, without providing any reason.

3. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the consumer must notify us of their decision by a clear statement (for example, by email or by using the model withdrawal form below) before the withdrawal period expires.

4. Return Conditions

  • Products must be returned unused, in perfect condition, and in their original packaging, including all accessories and documentation.

  • The consumer must return the goods within 14 days from the date they notified the withdrawal.

  • Return shipping costs are borne by the consumer, except in cases of defective or non-conforming goods.

5. Refunds

  • Refunds will be issued within 14 days from the date we receive the returned goods or proof of return.

  • Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

  • The refund includes the value of the goods and the standard delivery cost, as required by law.

6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Goods made to the consumer’s specifications or clearly personalized

  • Sealed goods that are not suitable for return for health or hygiene reasons, once unsealed

  • Perishable goods or goods with a short shelf life

7. Defective or Non-Conforming Products

In accordance with Portuguese Decree-Law no. 84/2021, in case of defective or non-conforming goods, the consumer is entitled to repair, replacement, price reduction, or contract termination, free of charge.

In these cases, all return and replacement shipping costs are borne by the seller.

8. Returns Address

All returns must be sent to the following address:

[Business Name]
[Street Address]
[Postal Code, City]
[Country]

Returns sent without prior notice may not be accepted.

9. EU Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To:
[Business Name]
[Postal Address]
[Email Address]

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on: __________________

Name of consumer: _________________________

Address of consumer: ______________________

Signature of consumer (only if sent on paper): __________________

Date: __________________

10. Complaints Book (Portugal)

In accordance with Portuguese law, consumers may submit complaints through the Electronic Complaints Book:

👉 https://www.livroreclamacoes.pt

11. Contact

For any questions related to shipping, returns, or withdrawals, please contact us at:

Email: [email address]
Phone: [phone number]