15 - Cancellation / Withdrawal Rights

15 – Rights and Restrictions on the Right of Cancellation / Withdrawal

15.0 – Obligations, Rights and Duties Between the Contracting Parties

Customer Rights Towards ARTESANATO DE PORTUGAL

The Customer has the right to:

  • receive a refund of the amount paid for the purchase, including shipping costs
  • have the refund processed after the returned goods are received and verified to be in perfect condition, without signs of use, damage or improper handling
  • receive the refund through the same payment method used for the purchase

Customer Duties Towards ARTESANATO DE PORTUGAL

The Customer is responsible for:

  • bearing and paying all return shipping costs
  • ensuring proper packaging of the returned products, including the outer packaging used in the original shipment
  • ensuring that the return transit time does not exceed the original shipping time
  • sending the return using registered shipping, as originally sent
  • sending a legible proof of shipment by email to geral@artesanato-portugues.pt
  • returning the goods within the legal 14‑day period established by Portuguese and European legislation
  • communicating in advance the intention to exercise the right of cancellation/withdrawal via email: geral@artesanato-portugues.pt

15.1 – Right of Cancellation / Withdrawal

15.1.1 – Right of Cancellation

The Customer may exercise the right of cancellation within the legal 14‑day period, provided the goods have not been opened, used, handled or damaged.

15.1.2 – Right of Withdrawal

The Customer may exercise the right of withdrawal within the same legal period, provided the goods are in new condition, complete, and without any signs of use.

15.2 – Policy on Restrictions to the Right of Cancellation / Withdrawal

ARTESANATO DE PORTUGAL does not accept the exercise of the right of cancellation/withdrawal when:

  • the Customer or third parties have opened, examined, handled or used the goods
  • the goods show signs of use, damage, wear, missing components, accessories or original packaging
  • the goods are not in a condition to be resold as new

These restrictions comply with Portuguese and European legislation applicable to e‑commerce and the right of free withdrawal.

15.2.1 – Restrictions on the Right of Cancellation

Cancellation is not accepted when the product has been opened or used, or when its integrity has been compromised.

15.2.2 – Restrictions on the Right of Withdrawal

Withdrawal is not accepted when the product shows any alteration, damage, handling or missing components that prevent it from being restocked as new.

Index Exit Legal Area

Updated in January 2026