Refund policy
Return Policy
At our store, we want to ensure the complete satisfaction of our customers. If for any reason you need to return a product, below are the conditions and procedures for returning items in a simple and transparent way.
Right of Withdrawal
Under current legislation, consumers have the right to withdraw from the purchase contract within 14 consecutive days from the date of receipt of the product, without the need to provide a reason.
Return Conditions
For the return to be accepted, the product must meet the following requirements:
- Be in perfect condition, without signs of use, damage, or washing;
- Contain all original labels, packaging, and accessories;
- Be accompanied by proof of purchase;
- Be sent with a tracking number via registered mail.
Return shipping costs are the responsibility of the customer, unless it is due to our shipping error or product defect.
Exceptions to the Right of Return
Under the law, some products may not be eligible for return, including:
- Customized or made-to-order items.
How to Request a Return
Since our store sells products as gifts, we understand that the person who received the gift may wish to return the item. In this case, the return must be requested by the original purchaser, who should contact us via email at hello@mybabybox.pt, providing:
- Purchaser's name and contact details;
- Order number;
- Product to return and reason (optional).
After confirming the details, we will provide instructions for the return.
Return of Defective Products
Customers have the right to return products if they find defects or other non-conformities with the ordered items. Returns can be made within 14 days, and the customer must inform us by email, attaching a photo of the defect. Our team will review the photo and inform the customer of the right to a refund. If the defect is confirmed, a number will be provided for the product return via CTT, at no cost. The refund will be processed within 14 days from the confirmation email.
If the defect cannot be verified from the provided photo, the customer will need to send the product, at their own cost, for our team to inspect it. If the defect is confirmed, the shipping cost will be refunded, along with the product price, within 14 days from the confirmation email.
Refund
The refund will be issued via the same payment method used for the original purchase, within a maximum of 14 days after receiving and verifying the returned product. Return shipping costs are the responsibility of the customer, unless it is due to our shipping error or product defect.
Exchanges
If you prefer to exchange a product for another, the exchange can be made directly by the person who received the gift, without the need for the original purchaser. In this case, simply provide the order number when contacting us.
Exchange for Different Sizes or Items
An item can only be exchanged for another of equal or higher value. Products must be in perfect condition, with the original packaging. Exchanges will be subject to availability. The customer has 14 days after receiving the order to exchange. If exchanging an item for another, any original promotion or campaign applied to the original purchase will not carry over, unless stated otherwise in the promotion. Therefore, the promotion will only apply if the exchange is for a different size or color of the same item. Products purchased can only be exchanged once. If the customer is not satisfied after the exchange order, they can only return the item.
The customer must inform us of their intention to exchange the product and send it to our address, with shipping costs borne by the customer.
If you have any questions, contact us via email at hello@mybabybox.pt.