Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and without signs of wear, with its tags and in its original packaging. You will also need the receipt or proof of purchase.

To request a return or cancellation, visit https://account.castanha.pt and follow the instructions for your order. If you checked out using only your mobile phone number, use the return link in your order confirmation SMS. Items returned without a prior request will not be accepted. For any questions, contact us at geral@castanha.pt.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your parcel. Items returned without a prior return request will not be accepted.

You can always contact us with any questions at geral@castanha.pt.

 

Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess the problem and resolve it.

 

Exceptions and non-returnable items
Certain types of items cannot be returned, such as perishable goods (for example, food, flowers or plants), custom products (for example, special orders or personalised items) and personal care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

 

Exchanges
The fastest way to ensure you receive the items you want is to return the item and, once the return is accepted, make a separate purchase for the new item.

 

European Union 14-day cooling-off period
Notwithstanding the above, if the items are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without having to provide a justification. As stated above, your item must be in the same condition that you received it, unused and without signs of wear, with its tags and in its original packaging. You will also need the receipt or proof of purchase.

After notifying us of your intention to return the item, you have 14 days to send it back to us. The original standard delivery cost will be refunded. Return shipping costs are paid by the customer.

 

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will automatically be refunded through your original payment method within 14 days of us receiving the return. Please remember that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at geral@castanha.pt.