Refund and Returns Policy

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Last update: 24/09/2024

Our priority is to ensure that you are completely satisfied with your purchases from Relogios-Online.com. If for any reason you are not satisfied with your order, we are here to help. This Refund and Return Policy describes your rights and our practices in accordance with European Union law.

1. Right of Withdrawal

In accordance with European Union regulations, you have the right to withdraw from your purchase within 14 days from the day you received the product, without having to justify your reason.

How to Exercise the Right of Withdrawal:

• To exercise your right of withdrawal, you must notify us of your decision by email info@relogios-online.com before the end of the 14-day period.
• For a refund to be processed, the product must be returned in its original condition, with no signs of use, and in its original packaging, along with all accessories and documentation.

Notice: In cases where the product was sent with an alternative gift box (only applicable in the free shipping option), the return can be made in the same alternative packaging.

2. Return Procedure

• Returns Shipping: You will be responsible for the return shipping costs unless the product received is defective or does not match the order. In such case, we will refund the shipping costs after verification of the defect.
• Return Address: Shipping instructions and return address will be provided upon receipt of your return request.

3. Refund Conditions

• Products Eligible for Refund: To be eligible for a refund, the product must be in saleable condition, without signs of use, with all accessories and in the original packaging.
• Refund Deadline: Once we receive and inspect your return, we will process your refund within 14 days. The refund will be issued using the same payment method that was used for the original purchase.
• Non-Refundable Items: Personalized products, items with signs of use, and gift cards are not eligible for refunds.

4. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately by email info@relogios-online.com. You have the right to request a replacement, repair, or refund of the product.

5. Taxes and VAT

For products purchased with the free shipping option, the customer may be responsible for paying VAT and any customs fees when the product arrives in Portugal, if applicable. However, it is worth noting that in most cases, these charges are not applied.

6. Exchanges 

We do not currently offer direct exchanges. If you wish to exchange a product, we suggest you return the item for a refund and place a new order on the website.

7. Contact us

If you have any questions about our Refund and Returns Policy, or if you need assistance with a return, please contact us via email info@relogios-online.com.