Refund policy

General Terms and Conditions

All cases involving exchanges, returns, or refunds must be processed within 30 calendar days of the delivery date and must be communicated to us via email. The Store is exempt from the obligation to fulfil exchange or return requests for any product returned without prior communication, beyond the deadline, or missing its accompanying items/accessories.

Refund of the Amount Paid

The Store will refund the amounts paid using the same payment method selected during the purchase process.

  • The timeframe for the refund depends on the card issuer.

  • If the return concerns only part of the order, the refund will be made via bank transfer solely to the account of the original purchaser (according to the rules below).

  • The ID number of the account holder must match the one provided in the order (Customer ID). If the buyer does not have a current account that meets these conditions, the deposit or transfer will be made to the account of their father or mother.

  • Refunds will only be processed after the product(s) have been received and inspected at our Distribution Centre.

  • If the product is in transit, it is necessary to wait for its arrival before a refund can be issued.

1 – Defective Product: Within 30 calendar days of receiving the product. The first step is to contact our Customer Service Centre to receive all instructions on how to proceed with the return. Once our team receives the package, we will analyse the item to confirm it meets the conditions for exchange or return. Once confirmed, you will have two options:

  • Exchange: For any other product available in our stock.

  • Refund: Receive a full refund of the amount paid for the product.

In accordance with the Consumer Protection Code, the deadline for resolving an exchange is up to 30 (thirty) calendar days from the date the product is received. If the requirements are met, a replacement will be sent to the customer.

2 – I received the product, found a malfunction, and wish to exchange it. If your product fits the conditions mentioned above, please email us to arrange the exchange. Include your order details (full name, order number, email, telephone, and ID number) and state the reason. Alternatively, contact our customer service via the channels listed at the bottom of the shop. Please ensure the item complies with the conditions in point "01".

3 – Do I have to pay for the exchange? It depends on the individual case. If the product received is damaged, the Store will bear the full cost of the return. However, if the exchange is due to dissatisfaction (such as the colour of the item), the cost will be passed on to the customer.

4 – I made an exchange request; when will I receive my new product? As soon as we receive your return, we will initiate a new delivery process. Therefore, the standard delivery times for a new purchase will apply (in this case, 20 to 45 days). You will also receive a new tracking code.

5 – I received the product, but the exchange deadline has passed. Can I still exchange it? Unfortunately, no. As the deadline is explicitly stated, we cannot process exchanges after the established period. Once 14 days have passed since receipt, the purchase is no longer active for returns in our system. We recommend checking your product immediately upon delivery.

6 – I didn't like my purchase, but I saw another product on the site I prefer. Can I exchange it? Yes. If your purchase meets the requirements in point "01", email our Customer Service Centre. Provide the link to the chosen product, specifying the colour and size. If the new product has a higher value, we will bill the difference. If it is lower, we will refund the difference via the carrier. IMPORTANT: For this type of exchange, shipping costs to our distribution centre are the customer's responsibility. The Store only covers costs for defects or malfunctions.

7 – I want to request an exchange, but I have changed my address. Can I receive it at the new one? Yes, but you must inform us of this change at the time you request the exchange so we can update your details in the system.

8 – Can I request a cancellation if the goods have already been dispatched? Yes. However, when the package arrives at your address, you must refuse delivery. The goods will then return to our warehouse, and we will issue the refund once the product has been received and inspected.

Still have questions? We are here to help! 24/7 Customer Service – we usually respond within a few hours.