14 – Return and Exchange Policy

14 – Return and Exchange Policy

14.0 – Conditions, Deadlines and Procedures

14.1 – Special Return Period (Festive Season)

Products purchased between 15 November of the current year and 6 January of the following year may be returned until 31 January of the same year.

14.2 – Legal Return and Complaint Period

The Customer has a period of 14 days from the date of receipt of the product to:

  • return the product
  • submit a complaint regarding defects or non‑conformity of the product with the order, when attributable to ARTESANATO DE PORTUGAL.

14.3 – Formalising the Return

The return must be formalised through the form available on the website.

In any return or complaint situation, the Customer must clearly, explicitly and in detail state the reasons for the complaint.

14.4 – Mandatory Photographic Record

The Customer must provide clear and legible photographs, including wide and close‑up shots, of:

  • the product(s) to be returned or claimed
  • the packaging
  • the entire internal packing of the order

This photographic record is mandatory for validating the complaint or return.

14.5 – Return Procedures Coordinated by the Support Team

The support team of the website www.artesanato-portugues.pt will coordinate the return procedures with the Customer.

When it is proven that the reason for the return is the responsibility of ARTESANATO DE PORTUGAL, the following will be covered:

  • return shipping costs
  • costs of a new delivery

14.6 – Returns Not Attributable to ARTESANATO DE PORTUGAL

When the reason for the return is not the responsibility of ARTESANATO DE PORTUGAL:

  • the return will be accepted after verifying the good condition of the products and their packaging
  • the amount paid will be refunded to the Customer, minus:
    • delivery shipping costs (even if initially covered by ARTESANATO DE PORTUGAL)
    • return shipping costs
    • amounts defined in the corresponding section of this document

14.7 – Refund

The refund will be issued using the same payment method used for the purchase, within a maximum of 14 days after validation of the return.

ARTESANATO DE PORTUGAL reserves the right to refuse returns that:

  • were not previously communicated
  • do not comply with the conformity conditions existing at the time of delivery
  • show signs of use, alteration or damage
  • do not include the original packaging, accessories or complementary items
Index Exit Legal Area

Updated in January 2026