Refund policy
This return policy has been developed based on current legislation and may be updated without prior notice.
Shipping
For orders worth €200.00 or more for delivery in Portugal and Spain, we offer shipping costs. For international shipments, different options will be presented at checkout, indicating the respective shipping costs, depending on their destination.
All customs expenses that may arise will be paid by the customer to the competent services.
The order will be delivered to the address indicated by the customer.
Orders will only be sent after confirmation of stock availability and confirmation of payment, and will be dispatched by Alvorada Brand partner companies, namely CTT.
Information about the delivery of the order will be sent via email to the contacts indicated in the customer's account.
When delivering the order, the customer must check the integrity of the packaging. If anomalies are detected, the customer must not accept delivery of the order, which will be returned. The customer must report the situation, within a maximum period of 5 days, documented with photographs, via email to help@alvoradabrand.pt. Otherwise, the customer will not be able to complain about this issue.
Cancellations, exchanges and returns
The customer may cancel their order at any time until it is shipped, with the right to a refund of all amounts paid. Upon receipt of the order by the customer, the customer may exercise their right to free resolution under the legally stipulated terms indicated below.
Failure to pay for the order within 5 days following the date on which it was placed implies automatic cancellation of the order.
Conditions for return and exchange
We have an exchange and return policy of 30 days from the date of delivery of the product(s) ordered, without payment of compensation and without the need to indicate a reason.
If you wish to exchange or return your products, click here. All information about the exchange/return process will be provided later.
In case of exchange, the customer should proceed with returning the purchased products and afterwards make a new purchase of the desired products.
Do not send your product for exchange or return without prior contact from us, as it will be refused and returned to the sender.
The return and exchange of items must comply with the following conditions:
- The products purchased must be in the same condition as they were delivered, in good condition, without signs of use, with complete original packaging and accompanied by the respective invoice.
- Exchanges or returns of products made according to consumer specifications, personalized or that have been part of a special offer are not accepted.
- Exchanges or returns are not accepted if the product has been damaged or does not have its original packaging.
The customer is responsible for the correct packaging of the products to be returned, as well as the costs inherent to their shipping.
All items will be checked upon arrival at our facilities and only those that comply with the return conditions will be accepted for exchange or return. Alvorada Brand reserves the right not to accept items that do not comply with these conditions.
In the event that you have received a damaged product, the costs of returning the order and sending the new product will be borne by Alvorada Brand. The customer must report the situation, within a maximum period of 5 days, documented with photographs, via email to help@alvoradabrand.pt. Otherwise, the customer will not be able to complain about this issue.
Reimbursement
The refund of the value of the product(s) will be made within 14 days from the date on which we are informed of the free resolution decision. The refund will be made using the same payment method used by the customer for the initial payment.
If you do not receive the refund within the indicated period, contact the bank. After this step, you can contact us via email at help@alvoradabrand.pt.