Refund policy

Your satisfaction is our priority. This policy explains how you can return or exchange items, in accordance with your legal rights and our commercial policy.

1. Right of Free Resolution (14-Day Legal Return) In accordance with Portuguese law, you have the right to cancel your order, without needing to provide justification, within a period of 14 consecutive days from the day you receive the items. Conditions to Exercise this Right:

  • The item may be inspected to verify its nature and characteristics, just as you would in a physical store. However, you will be responsible for any diminished value resulting from handling beyond what is necessary for that verification.

  • The item must be returned with all tags and in its original packaging.

  • A receipt or proof of purchase is required. How to Proceed:

  • Communicate your decision: Within the 14-day period, contact us at encomendas@felitchicuero.pt to inform us of your decision to cancel the purchase.

  • Return the item: After our confirmation, you must send the item within 14 days. The shipping costs for the return are the responsibility of the customer.

2. Our Commercial Return Policy (Up to 30 Days) Beyond your legal rights, we offer you the possibility to return an item within 30 days of receiving it. Conditions for Our Commercial Policy:

  • For this extended policy, the item must be in perfect condition: without any use or signs of wear, with all tags attached, and in its original packaging.

  • A receipt or proof of purchase is required. How to Proceed:

  • The process is the same: contact us at encomendas@felitchicuero.pt to initiate the request.

3. Defective or Damaged Items (Warranty) We ask that you inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong product, please contact us immediately so we can assess the situation and proceed with a repair, replacement, or refund, as applicable.

4. Exceptions (Non-Returnable Items) The right to return does not apply to the following items:

  • Customized products (e.g., special orders or personalized items).

  • Gift cards.

  • Perishable goods, sealed personal care products that have been opened, hazardous materials, flammable liquids, or gases. Important Note: The right to return applies to all items, including sale or promotional items.

5. Exchanges The fastest way to receive the item you want is to return the original product, and once the return is accepted, place a new order.

6. Refund Process After we receive and inspect your return, you will be notified regarding the approval of your refund. If approved, the amount will be automatically credited to your original payment method within 10 business days. Please note that your bank or credit card company may take some additional time to process the amount. If more than 15 business days have passed since your return was approved without you receiving the refund, please contact us at encomendas@felitchicuero.pt.

For any other questions, we are always available at encomendas@felitchicuero.pt.