Return Policy
This return policy has been developed based on current legislation and may be updated without prior notice.
Right of Withdrawal and Return Period
The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the product(s)) and without the need to indicate a reason, within 14 (fourteen) days, starting from the day the customer or a third party indicated by the customer (except the carrier) acquires physical possession of the product(s).
Thus, in the case of exercising the right of withdrawal, any purchase made in the store can be returned within the 14-day limit after it is 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 statement of contract termination. This can be done by contacting the store within the aforementioned period to request the withdrawal form or by explicitly indicating via email to geral@raquelpocojewellery.com that they wish to terminate the contract.
The contact made via email should include the following information:
- Recipient's name
- Phone/mobile contact
- Order number
- Order date
- Order receipt date
- Number of products and/or services
Upon receipt of the withdrawal request, a response will be provided as soon as possible to expedite 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 they were delivered. They must also be returned in the original packaging and without signs of improper use or mishandling.
Documentation
To complete the return process, it will be necessary to include the purchase invoice, proof of payment, and the return form.
Refund
The refund of the product(s) amount, as well as delivery costs, will be complete within 14 days from the date we are informed of the decision to withdraw.
Raquel Poço Jewellery is not obliged to refund additional return costs incurred from using a different and more expensive return method than the one we offer. If the collection of the product(s) from the customer is requested by Raquel Poço Jewellery, the refund process will be initiated after the proper receipt of the product(s). The customer will be notified at geral@raquelpocojewellery
The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement where the customer does not incur any costs as a consequence of the refund.
If you do not receive the refund within the indicated period, please check your bank account again. If you still do not see the deposit, contact your bank manager. If there is still no feedback, please contact the bank. After these steps, you can contact us at the number +351 914 051 962
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 the following address:
geral@raquelpocojewellery
The item should be sent to the following address:
Rua do Sacramento à Alcântara, 64
Lisbon
Gifts
If the item was a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.
Shipping Costs
The initial shipping costs will be included in the refund amount, as provided by the legislation in force in Decree-Law No. 24/2014.
If the customer prefers a collection method different from that defined by Raquel Poço Jewellery, the customer will be responsible for paying the additional shipping costs for returning the product to the store, whether for a refund or an exchange.
We cannot guarantee that the items will be returned or arrive in the same condition as when they were sent.
International Returns
In the case of an order delivered abroad, the return process is carried out based on the conditions mentioned above.