REFUND POLICY
We guarantee your satisfaction!
- Our biggest focus is customer service, which is why we adopt several practices that allow us to prevent errors and ensure the quality of your order.
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How do refunds or reimbursements arise?
- Items with production or customization defects;
- Items exchanged or with incorrect quantities;
- Mishandling of the order by the carrier resulting in unusable defects in the items;
- Orders not shipped or delivered within the specified date, see: Delivery Service;
- In these cases, the associated costs are our responsibility.
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REFUND (Terms)
Failed delivery date.
- See: Delivery Service
Damaged packaging and/or items.
- Damage caused during handling and transportation of items, provided that proper packaging on our part is verified, cannot be attributed for the purpose of returns. Unless the items become unusable.
- We always advise verifying the condition of the order upon receipt and, in case of anomalies in the packaging, take a photograph, notify the courier who delivered the order, and report it to us via email at suporte@festaemcasa.pt.
Color of images and final product.
- We do not provide refunds for differences between the image on the website and the color of the print or the final product. We strive to minimize differences between images and final products, but variations in shades may occur due to different devices and printed materials.
Incorrect information delivery.
- Incorrect sending of customization information such as incomplete shipping addresses by the customer does not qualify for a refund.
- In case a new shipment is required, additional costs will be charged.
Approval of refunds.
- We will notify you within 1 to 2 days at most, and if approved, we will request your bank account number (IBAN) for a bank transfer, to be processed within 1 to 2 days upon receipt.
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EXCHANGES AND RETURNS (Terms)
- Our exchange and return policy is valid for 14 days; after this period, exchanges or returns cannot be processed.
- To initiate an exchange or return, the product must be unused and in the same condition as you received it. Please keep the original packaging, even if opened.
- Shipping costs for returns and exchanges are the responsibility of the customer.
- Kits, products, and souvenirs cannot be returned unless there is a manufacturing defect, as they are personalized items.
- To initiate a return or exchange, please contact us at suporte@festaemcasa.pt or call us at (+351) 932 770 849 with your order number and details of the products to be exchanged or returned.
Address for exchanges and returns:
- Festa em Casa | Rua Arqueólogo Mário Cardoso Nº 381 Loja O | 4800-287 Guimarães
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OUT OF STOCK (Terms)
- In case of product stock outage for items already paid, we will offer the option of product replacement. If replacement is not possible, we will proceed with a refund of the amount paid.
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ORDER CANCELLATION (Terms)
- Order cancellation is possible. For customized items, cancellation is only feasible if the products have not yet been designed or produced. In case of cancellation, we will refund the total order amount, deducting transaction fees such as PayPal, Multibanco Reference, Credit Card, and Mbway. The fees amount to 1€.
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See also:
FREQUENTLY ASKED QUESTIONS
DELIVERY SERVICE
TERMS OF SERVICE
