Refund policy

At deluxecolchoes.pt, we value our customers’ satisfaction and aim to provide the best possible shopping experience. In accordance with current legislation and to safeguard our customers’ rights, we have established this Returns and Refunds Policy, which sets out the procedures for returning and obtaining refunds for products purchased on deluxecolchoes.pt.

 

 

You can always contact us with any questions via our form or at info@deluxecolchoes.pt.

 

 

Returns
In order to offer the best possible product, at deluxecolchoes.pt we do not hold stock. All products are made to order, specifically for each customer.
Therefore, in accordance with current legislation on distance selling, the 14-day cooling-off period for returns does not apply. This policy follows the exemption applied to made-to-order and/or personalised products, as well as to products damaged due to misuse, wear and tear or customer negligence.

 

Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can assess the problem and resolve it.

If the product purchased is faulty or defective, the Customer should contact our customer service team as soon as possible to obtain guidance on the procedure for exchange, repair or refund, in accordance with the applicable legislation.
You have a period of 14 days from the date of delivery of the order. The product(s) must show no signs of use.

 

Refunds
We will notify you once we have received and inspected your return, and let you know whether your refund has been approved or not. If approved, you will be automatically refunded via your original payment method. The refund process may take up to 14 working days from the date we receive the return, depending on the payment method used and the customer’s bank. We will do our best to ensure the process is as quick and efficient as possible.

Return / Exchange / Refund Procedure
To request a return/exchange/repair, the customer must follow these steps:
a) Contact our customer support team via our form or at info@deluxecolchoes.pt.
b) Provide the order number, customer name, email address/telephone number associated with the purchase, and the reason for the request;
c) Await instructions from our team regarding the procedure for collecting the product(s).
d) The return must be made within 14 days of the request being made.