Return Policy
This Return Policy has been prepared in accordance with the legislation in force and may be updated without prior notice.
Right of Withdrawal and Return Period
The customer has the right to withdraw from the contract without incurring any costs (other than the cost of returning the product(s)) and without having to provide any reason, within a period of 14 (fourteen) days from the day on which the customer, or a third party indicated by the customer (other than the carrier), acquires physical possession of the product(s).
Accordingly, when exercising the right of withdrawal, any purchase made in the store may be returned within 14 days of receipt. After this period, it will no longer be possible to offer a refund or exchange of the item(s).
To exercise the right of withdrawal, the customer must submit an unequivocal statement of withdrawal from the contract. This may be done by contacting the store within the above-mentioned period and requesting the Withdrawal Form, or by clearly stating the intention to withdraw from the contract via email to info@craftgardens.pt.
The email contact must include the following information:
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Recipient’s full name
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Telephone/mobile contact
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Order number
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Order date
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Order delivery date
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Number of products and/or services purchased
Upon receipt of the withdrawal request, Craft Gardens will respond as soon as possible in order to arrange and schedule the return collection of the purchased product(s).
Conditions for Returns
For a purchase to be eligible for return, the items must be in the same condition in which they were delivered. Items must also be returned in their original packaging and must show no signs of improper use or mishandling.
Documentation
To complete the return process, the following documents must be included:
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Purchase invoice
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Proof of payment
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Completed return form
Refunds
The refund of the value of the product(s), as well as the initial delivery costs, will be processed in full within 14 days from the date on which we are informed of the decision to withdraw from the contract.
Craft Gardens is not required to refund additional return costs resulting from a return method chosen by the customer that is more expensive than the standard return method proposed by Craft Gardens.
If collection of the product(s) from the customer is requested by Craft Gardens, the refund process will begin only after the returned product(s) have been duly received. The customer will be notified of the refund process via info@craftgardens.pt.
Refunds will be made using the same payment method used by the customer for the initial transaction, unless otherwise expressly agreed and provided that no costs are incurred by the customer as a result of the refund.
If the refund is not received within the indicated period, the customer should first check their bank account. If the amount is still not credited, the customer should contact their bank. If no information is obtained, the customer may then contact us at +351 933 004 042 (cost of a call to the national mobile network).
Exchanges
Exchanges are only accepted when the order is defective, incomplete, incorrect, or damaged as a result of delivery.
If the customer wishes to exchange an item, they must contact us by email at info@craftgardens.pt.
The item must be sent to the address that will be provided by email.
Gifts
If the item was purchased as a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.
Shipping Costs
The initial shipping costs paid will be included in the refund amount, as provided for under Decree-Law No. 24/2014.
If the customer chooses a return method different from that defined by Craft Gardens, the customer will be responsible for paying any additional return shipping costs, whether for a refund or an exchange.
We cannot guarantee that returned items are received or that they arrive in the same condition as when they were sent.
International Returns
For orders delivered outside Portugal, the return process is carried out in accordance with the conditions described above.
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