Returns

Returns and Exchanges Policy 🔄

Your satisfaction is our priority. Please review our returns policy for personalized products.

📋 General Policy

As each product is specially created for you with your unique personalization, we do not accept returns or exchanges due to regret or change of mind.

We only accept returns in the following cases:

  • ✅ Product with manufacturing defect
  • ✅ Product damaged during transport
  • ✅ Personalization error on our part
  • ✅ Product different from the one ordered
  • ✅ Product does not match the approved preview

⏰ Claim Period

You have 48 hours after receiving the order to inform us of any issues with the product.

Important: Always check the order upon delivery. If the packaging is visibly damaged, take photos and refuse delivery if possible.

📸 How to Make a Claim

If you received a defective or damaged product, follow these steps:

  1. Take clear photos:
    • Outer packaging (if damaged)
    • Complete product
    • Detail of the defect or damage
  2. Contact us:
    • Via the contact form
    • Include the order number
    • Attach the photos
    • Describe the problem
  3. Await our response:
    • We will analyze the case within 24 business hours
    • We will confirm the solution by email

✅ Available Solutions

Depending on the situation, we offer:

Product Replacement

We will produce and send a new product at no additional cost. This is our preferred solution to ensure your satisfaction.

Full Refund

In exceptional cases where replacement is not possible or appropriate, we will proceed with a full refund of the amount paid.

Discount on Future Purchase

For minor issues, we may offer a discount on your next order.

🚫 Situations Not Covered

We do not accept returns in the following cases:

  • ❌ Regret after purchase
  • ❌ Personalization error provided by the customer (text, image)
  • ❌ Color differences due to screen variations
  • ❌ Product used or damaged by the customer
  • ❌ Claims made after 48 hours of receipt
  • ❌ Product without original packaging

Tip: Always carefully review the personalization before finalizing the purchase. Check spelling, images, and all details.

💶 Refunds

Processing Time

After return approval:

  • We process the refund within 3-5 business days
  • The amount is refunded using the same payment method used
  • You will receive confirmation by email

Refund Amount

In case of defect or error on our part, we refund:

  • ✅ Total product value
  • ✅ Original shipping costs
  • ✅ Return costs (if applicable)

Time to Receive

After processing, the time to receive depends on your bank:

  • Credit/debit card: 5-10 business days
  • MB Way: 3-5 business days
  • Bank transfer: 3-7 business days

📦 Product Return

If the product needs to be returned:

  1. Await our confirmation and instructions by email
  2. Pack the product in its original packaging (if possible)
  3. Use the return label we will send (if applicable)
  4. Send using the indicated method

Important: Do not send products back without our prior authorization. Unauthorized returns will not be accepted.

🛡️ Quality Guarantee

All our products are:

  • ✨ Inspected before shipping
  • ✨ Produced with premium quality materials
  • ✨ Carefully packed for protection during transport
  • ✨ Covered by our satisfaction guarantee

We do everything in our power to ensure you receive a perfect product!

💬 Special Cases

Product Damaged After Receipt

If the product is damaged after receipt (during normal use), it is not covered by the returns policy. However, please contact us – we may offer a discount for replacement.

Bulk Orders

For large quantity or business orders, return conditions may differ. Please consult us before purchase.

Gifts

If you received a product as a gift and there is an issue, the person who placed the order must contact us with the purchase details.

📞 Need Help?

If you have any questions about our returns policy or need to make a claim:

Contact us:

  • 📧 Via the contact form
  • ⏰ Hours: Monday to Friday, 9 am-6 pm
  • ⚡ Response within 24 business hours

We are here to ensure your complete satisfaction with our personalized products!

Legal Note: This returns policy complies with Portuguese consumer protection legislation. Personalized products are excluded from the right of free resolution (14 days) as provided in Decree-Law no. 24/2014, article 17, paragraph c).