Return & Refund
Return Policy
Framework
This return policy has been drafted based on the applicable legislation and may be updated without prior notice.
Right of Withdrawal and Returns
The customer has the right to withdraw from the contract without incurring any costs (except for the return shipping cost of the product(s)) and without the need to provide a reason, within 14 (fourteen) days from the day the customer or a third party designated by the customer (excluding the carrier) takes physical possession of the product(s).
Therefore, if the right of withdrawal is exercised, any purchase made in the store may be returned within the 14-day limit after receipt. After this period, it will not be possible to offer a refund or exchange for 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 contract termination. This can be done by contacting the store within the specified period to request the Withdrawal Form or by explicitly stating their intention to terminate the contract via email at {store contact email}.
The email request must include the following details:
- Recipient's name
- Phone/mobile contact
- Order number
- Order date
- Order receipt date
- Number of products and/or services purchased
Once the withdrawal request is received, a response will be provided as soon as possible to facilitate and schedule the collection of the purchased product(s).
Return Conditions
To be eligible for a return, the purchased items must be in the same condition as when delivered. They must also be returned in their original packaging, without signs of misuse or mishandling.
Returns must always be sent back to the retailer and never to the product and/or service supplier.
Documentation
To complete the return process, the following documents must be included:
- Purchase invoice
- Proof of payment
- Return form
Refund
The refund for the returned product(s), including delivery costs, will be processed in full within 14 days from the date we are informed of the withdrawal decision.
Palma e Palma is not obligated to reimburse additional return costs if the customer chooses a collection method that is different and more expensive than the one offered by us. If Palma e Palma arranges the collection of the product(s) at the customer’s request, the refund process will begin after the item(s) have been properly received. The customer will be notified via email regarding the status of this process.
The refund will be issued using the same payment method as the original transaction, unless otherwise expressly agreed, provided that the customer does not incur any costs as a result of the refund.
If the refund is not received within the specified period, the customer should:
- Check their bank account again.
- Contact their bank representative if the amount is not reflected.
- If no response is received, reach out to the bank.
- If the issue persists, contact us at +351 289 818 966.
Exchanges
An exchange of items is only accepted if the order is defective, incomplete, incorrect, or damaged during delivery. If you wish to exchange an item, please contact us via email at comunicacao@palma-palma.pt.
The customer must wait for a response with instructions on how and when to return the item.
Gifts
If the item was received as a gift, it can only be exchanged upon presentation of the corresponding gift receipt.
Shipping Costs
The initial shipping costs paid will be included in the refunded amount, as stipulated by Decree-Law No. 24/2014.
If the customer chooses a different return shipping method than the one defined by Palma e Palma, they will be responsible for any additional shipping costs associated with returning the product to the store, whether for a refund or an exchange.
We cannot guarantee that returned items will arrive in the same condition as when they were originally sent.
International Returns
For orders delivered abroad, the customer must contact the Seller to receive instructions on the return process.