Refund policy

Right of Withdrawal

Under Decree-Law No. 84/2021, the consumer has the right to withdraw from the contract within 14 days of receiving the order, without the need to provide any reason.

For a return to be accepted, the item must be in the same condition as delivered, as described on the product page, including all accessories and documentation provided. The returned item will be assessed by comparison with the condition described at the time of sale.

How to Request a Return

  1. Log in with the email used for the purchase — a 6-digit code will be sent to that address.
  2. In your customer account, go to your order list and select the order you wish to return.
  3. Click Request return, choose the reason, and add any relevant information in the notes.
  4. You will receive an email with instructions on how to proceed with the return.

The customer has 14 days after receipt to communicate the intention to return. After confirmation from EELLA Concept, the item must be shipped within 5 business days. Only complete orders may be returned, including any items received as part of promotional campaigns.

Acceptance Conditions

All returned items are subject to inspection. Returns will not be accepted for items:

  • Showing signs of use or wear not described in the original product listing
  • With damage or alterations relative to the condition described at the time of sale
  • Missing accessories or documentation included in the original delivery

If an item is received in violation of these conditions, the customer will forfeit the right to a refund and will have 10 business days to arrange collection from our premises, with transport costs at their own expense.

Return Shipping Costs

  • EELLA Concept's responsibility (damaged, defective, or incorrectly shipped item): shipping costs fully covered by EELLA Concept.
  • Customer's responsibility (change of mind or other personal reason): shipping costs are the customer's responsibility. The refund applies only to the value of the item.

Refund

The refund is processed within 14 days of receiving the returned item and validating its condition, using the same payment method as the original purchase:

  • Credit/debit card: 5 to 10 business days
  • PayPal: immediate to 3 business days
  • Multibanco: 3 to 10 business days
  • MB Way: 3 to 10 business days

As EELLA Concept items are sold under the Special Margin Taxation Scheme (Decree-Law No. 199/96), VAT is not itemised on the invoice. The refund corresponds to the total amount paid for the item.

Exchanges

EELLA Concept does not carry out direct exchanges, given the unique nature of each item (single-unit stock). The exchange process is as follows:

  1. Log in with the email used for the purchase.
  2. In your customer account, go to your order list and select the order you wish to exchange.
  3. Click Request return, choose the reason "Exchange", and indicate in the notes the item you would like in exchange.
  4. You will receive an email with instructions on how to ship the original item back.
  5. After receipt and validation of the returned item, the order will be edited to reflect the new item. If there is a price difference, an invoice will be issued for the outstanding amount or a refund of the difference will be processed, as applicable.
  6. Once the value has been settled, the new item will be dispatched.

Availability of the desired item is not guaranteed during the exchange process, given the single-unit stock of each piece.

Return shipping costs are the sole responsibility of the customer, as is all liability for the item during transit to EELLA Concept's premises. We recommend using a tracked service with insurance appropriate to the value of the item.

Cancellations

An order may be cancelled as long as the item has not yet been dispatched. To cancel:

  1. Log in with the email used for the purchase.
  2. In your customer account, go to your order list and select the order you wish to cancel.
  3. Select the cancellation option and indicate the reason.
  4. If payment has already been processed, a full refund will be issued using the original payment method.

We recommend submitting the cancellation request as soon as possible after placing the order.

Contact

For any questions, please contact us at geral@eellaconcept.com