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Refund & Returns Policy
30-Day Return Window
You may request a return within 30 days of receiving your order. This exceeds the 14-day EU statutory right of withdrawal, which applies to all customers in the European Union.
Eligibility
To qualify for a return, items must be unused, undamaged, and in their original packaging. Items showing signs of use, damage occurring after delivery, or missing original packaging cannot be accepted.
Custom or personalised orders are final sale and cannot be returned unless they arrive damaged or defective.
How to Start a Return
Email us at portugalcanvasco@gmail.com within 30 days of delivery with your order number and a brief description of the reason. We will reply within 2 business days with instructions. Please do not send items back without approval — unauthorised returns will not be accepted.
Return Address
Adam Ackroyd, Travessa Senhor do Lirio 29, Carvalhosa, 4590-516 Paços de Ferreira, Porto, Portugal
Return Shipping
- Damaged or defective items: We cover return shipping and provide a prepaid label.
- Change-of-mind returns: Return shipping is at the customer's expense. We recommend a tracked service, as we cannot be responsible for items lost in transit.
Refunds
Once your return is received and inspected, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may require additional time to post the refund. If more than 15 business days have passed since approval, please contact us at portugalcanvasco@gmail.com.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no cost to you.
Exchanges
We do not offer direct exchanges. Please return the original item first — once accepted, you may place a new order.
EU 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return it within 14 days for any reason, without giving a reason. Items must be returned unused, undamaged, in original packaging, with proof of purchase.
Non-Returnable Items
We cannot accept returns for custom or personalised items, sale items, or gift cards. If you have questions about a specific item, please contact us before purchasing.
Contact
portugalcanvasco@gmail.com