Refund policy

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

  • 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. Include:

  • your order number

  • a short description of the reason for the return

We will reply within 2 business days with instructions.

Returns must not be sent back without approval. Unauthorised returns will not be accepted.


Return Address

Please send approved returns to:

Adam Ackroyd Travessa Senhor do Lirio 29 Carvalhosa 4590‑516 Paços de Ferreira Porto Portugal


Return Shipping

Damaged or defective items: We cover the return shipping cost and provide a prepaid label.

Change‑of‑mind returns: The customer is responsible for return shipping. We recommend using 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. Please include photos of the issue. We will arrange a replacement or full refund at no cost to you.


Exchanges

If you wish to exchange an item, please return the original item first. Once the return is accepted, you may place a new order.


EU 14‑Day Cooling‑Off Period

If your order is delivered within the European Union, you may cancel or return it within 14 days for any reason. Items must be returned unused, undamaged, with all original packaging and proof of purchase.


Non‑Returnable Items

We cannot accept returns for:

  • custom or personalised items

  • sale items

  • gift cards

If you have questions about a specific item, please contact us.


Contact

For any return or refund questions, email us at: portugalcanvasco@gmail.com