Returns & Refunds
Your rights as a consumer within the EU and UK.
🇪🇺Your EU Consumer Rights
Under the EU Consumer Rights Directive (2011/83/EU), transposed into Portuguese law via Decree-Law nº 24/2014, you have the following rights when shopping online with us:
- 14-Day Withdrawal Period: You can cancel your order within 14 days of receiving the goods, without giving any reason.
- Full Refund: We will refund the full purchase price, including original delivery charges, within 14 days of receiving the returned items.
- 2-Year Legal Guarantee: All products are covered by a 2-year guarantee against manufacturing defects under EU law.
Exceptions to the Right of Withdrawal
In accordance with Article 16 of the EU Consumer Rights Directive, the following items are not eligible for return under the 14-day withdrawal right:
- Personalized Items: Products with custom embossing, engraving, or other personalization cannot be returned as they are made specifically for you and cannot be resold.
- Made-to-Order with Customization: Items manufactured according to your specific specifications (custom colors, dimensions, or configurations not offered as standard options).
Important: Even for exempt items, you retain your full rights regarding defective or faulty products. If a personalized item arrives damaged or has manufacturing defects, we will replace it free of charge.
How to Return an Item
- 1Contact Us
Email [email protected] with your order number within 14 days of receiving your order.
- 2Receive Return Instructions
We'll send you a return authorization and shipping label (for eligible returns within Portugal).
- 3Pack & Ship
Return items in original packaging, unused and in resalable condition. You are responsible for return shipping costs unless the item is defective.
- 4Receive Refund
Refunds are processed within 14 days of receiving the returned item, using the same payment method as your original purchase.
Defective or Damaged Items
If your product arrives damaged or develops a defect within the 2-year guarantee period:
- • Contact us immediately with photos of the defect
- • We will offer repair, replacement, or full refund at our discretion
- • Return shipping for defective items is covered by us
- • This applies to ALL products, including personalized items
Need Help?
Our customer service team is ready to assist you.
Contact UsThis policy complies with Decree-Law nº 24/2014 (Portugal), EU Directive 2011/83/EU, and the UK Consumer Contracts Regulations 2013.