Framework

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 the need to provide a reason, within a period of 14 (fourteen) days from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).

Therefore, if the right of withdrawal is exercised, any purchase made in the store may be returned up to 14 days after it has been received. After this period, it will not be possible to offer a refund or exchange of the item(s).

If the customer wishes to exercise the right of withdrawal from the contract, they must complete and submit an unequivocal declaration of withdrawal from the contract. By contacting the store, they may request the Withdrawal Form or explicitly indicate via email comunicacao@palma-palma.pt/ that they wish to withdraw from the contract.

The email contact must include the following information:

• Name of the recipient
• Phone/mobile contact
• Order number
• Order date
• Date the order was received
• Number of products and/or services purchased

After receiving the withdrawal request, a response will be provided as soon as possible in order to organise and schedule the collection of the product(s).

Conditions for Return

For a purchase to be eligible for return, the items must be in the same condition in which they were delivered, in the original packaging and without signs of misuse or improper handling.

The return must always be made to the merchant and never to the supplier of the products.

Documentation

In order for the return process to be completed, it will be necessary to include the purchase invoice, proof of payment and the return form.

Refund

The refund of the value of the product(s), as well as delivery costs, will be fully processed within 14 days from the date we are informed of the withdrawal decision.

The refund will be made using the same payment method used by the customer in the original transaction, unless expressly agreed otherwise.

If you do not receive the refund within the indicated period, please check your bank account and contact your bank. If the problem persists, you may contact us through the number 289 818 966.

Exchanges

An exchange of items is only accepted when the order is defective, incomplete, incorrect or damaged as a result of the delivery process.

To exchange an item, you must contact us by email at comunicacao@palma-palma.pt/.

Gifts

If the item was offered as a gift, it will only be accepted for exchange upon presentation of the respective gift receipt.

Shipping Costs

The shipping costs initially paid will be included in the amount to be refunded, as provided for in Decree-Law No. 24/2014.

If the customer requests a collection method different from the one defined by Palma e Palma, they will be responsible for the additional shipping costs.

We cannot guarantee that the items will be returned or arrive in conditions identical to those at the time they were sent.

International Returns

In the case of orders delivered abroad, the customer must contact the seller to be informed about the return procedure.