Refund and Return Policy

Your right to cancel

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the day on which you, or a third party indicated by you, take physical possession of the last item in your order.

To exercise this right, inform us of your decision by a clear statement sent to hello@returnoshop.com You may use the model withdrawal form at the end of this policy, but it is not obligatory. To meet the deadline, it is enough that you send your communication before the 14-day period expires.

How to start a return

Contact us at hello@returnoshop.com with your order number. Once we confirm your return, we will send you a return shipping label and instructions on where to send your package.

Items sent back without contacting us first cannot be processed, as we have no way of identifying them.

Return address: [RETURN ADDRESS]

Return shipping costs

If you cancel your order, we will refund the standard delivery cost you originally paid. If you chose a more expensive delivery option, we refund the standard rate only.

The cost of returning the item to us is yours. We provide the return label and deduct a flat fee of 5€ from your refund. You do not need to arrange the shipment yourself.

If the item is faulty, damaged, or not what you ordered, we cover the return shipping and no fee is deducted.

Condition of returned items

You may handle and inspect the item as you would in a shop. If the item shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct an amount from your refund reflecting the reduction in its value.

Please return items in their original packaging where possible. This helps them arrive safely but is not a condition of your right to cancel.

Items that cannot be returned

The right of cancellation does not apply to:

• Items made to your specifications or clearly personalised
• Sealed goods that are not suitable for return for health or hygiene reasons, once the seal has been broken after delivery
• Digital content supplied immediately, where you gave prior consent and acknowledged losing the right to cancel
• Gift cards

Any product falling into these categories is marked as such on its product page before you buy.

Faulty, damaged, or incorrect items

Please check your order on arrival and contact us as soon as you notice a problem.

Separately from the right of cancellation above, you have a legal guarantee of conformity. If an item is defective or does not match its description, you are entitled to repair, replacement, a price reduction, or a refund. In Portugal this guarantee runs for three years from delivery. This right applies regardless of the 14-day cancellation window and cannot be limited by this policy.

Refunds

Once we receive your return, we will inspect it and let you know the outcome.

We will issue your refund no later than 14 days after the day we are informed of your decision to cancel, using the same payment method you used for the order. You will not incur any fees from us for the refund itself. We may withhold the refund until we have received the item back, or until you supply evidence of having sent it, whichever comes first.

Your bank or card issuer may take additional time to post the funds to your account.

Exchanges

We do not process direct exchanges. The fastest way to get a different item is to cancel your order, then place a new one.

Questions and disputes

Contact us at hello@returnoshop.com.

If we cannot resolve a complaint between us, you may refer the matter to an alternative dispute resolution entity: returnoshop.com

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Model withdrawal form

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

To: RETURNO
Estrada principal do Outeiro 762, 1B
Sao Dominges de Rana 2785-520
Cascais, Lisboa
hello@returnoshop.com

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

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date: