Loading…
You can return what you bought without having to explain why. Here's the window, how it works and when you get your money back.
You have 30 days from delivery to return an item, with no reason needed. That's more than the law requires: the right of withdrawal under Portuguese Decree-Law 24/2014 is 14 days, and the other 16 are ours by choice. The window starts the day you receive your order.
1. Email us with your order number and what you'd like to return. 2. We reply with the return address and instructions. 3. Send the item back, ideally in its original packaging or something that protects it just as well. You don't need to fill in any form, but if you'd rather use the statutory withdrawal form, we accept that too.
The cost of returning an item is the buyer's, except when the item arrived faulty, damaged or wrong — in those cases we pay for the return and for sending the replacement.
We refund within 14 days of receiving your return, using the same payment method you used. If you paid for shipping, we refund the standard shipping cost as well. Depending on your bank, the refund can take a few extra days to show up.
To swap for something else, the quickest route is to return what you have and place a new order — that way you're not waiting for the return to reach us before the new item ships.
On top of returns for a change of mind, you have a 2-year statutory conformity guarantee (Decree-Law 84/2021). If an item is faulty, email us with photos and your order number and we'll sort it: repair, replacement, price reduction or refund.
Made-to-measure or personalised items have no right of withdrawal, because they can't go back into stock. That doesn't affect the guarantee: if they arrive faulty, we still answer for them.
Filamentos Pro Unipessoal, Lda.
VAT number and single commercial registry number (Portugal): 518831426
Rua Comandante Amorim, n.º 96 R/C Dto, 3700-423 Arrifana, Santa Maria da Feira, Portugal
geral@filamentospro.pt