Refund policy

1. EXCHANGE FOR A DIFFERENT SIZE OR OTHER ITEMS

* The exchange may be made within a maximum period of 14 days after receipt of the item (the entire exchange process must be completed within this period).

* The item must retain its original identification tag.

* Exchanges will only be accepted for items of equal or greater value than the item being exchanged.

* Note: We do not reserve items in advance for exchanges.

2. EXCHANGE AND RETURN OF DEFECTIVE PRODUCTS

* The customer is entitled to an exchange or refund if they find that the products supplied are defective, do not correspond to the product selected, or otherwise do not conform to the order.

* The issue must be reported within 14 days of receipt, and the product must retain its identification tag.

* If the non-conformity is confirmed, the exchange or reshipment will be made at no cost to the customer.

* The customer may choose an exchange or a full refund of the purchase (item + shipping costs initially paid), provided they email the invoice or receipt showing the associated shipping costs, made out to Daniela e Silveira LDA and NIF: 516 122 614. The refund will be made by bank transfer.

3. REFUND (RIGHT OF WITHDRAWAL)

* Returns for the customer’s convenience may be made within a period of 14 days after receipt of the item, which must retain its tag and show no signs of use.

* The customer may choose a refund of the item’s value, with shipping costs borne by the customer.

* The amount for the item will be paid by bank transfer after our team receives and inspects the product, and will inform the customer of the progress of the process.

GENERAL CONDITIONS FOR EXCHANGES AND RETURNS

The above requirements may only be met if the item strictly complies with the following criteria:

* Have not been washed or used.

* Retain their original characteristics and respective identification tag intact.

* Have not been tampered with.

* Hygiene Exception: Products identified as "decants" are intended for personal use and, for strict hygiene and safety reasons, may not be returned or exchanged.

* EGO Store does not accept exchanges or returns of beachwear, underwear (pajamas, etc.), costume jewelry, or party items, in accordance with Article 17 of Decree-Law No. 24/2014 of February 14.

Note: If the item arrives after the 14-day deadline or does not meet the stipulated conditions, it will be returned to the customer upon prior payment of a new shipping fee.

EXCHANGE PROCEDURE

* STEP 1: Send an email to apoiocliente@egostore.pt with a photo of the items you received and, in the case of an exchange, a photo or details of the sizes/new items you want.

* STEP 2: Pack the item. You may reuse the original packaging or another undamaged box. Empty it completely, place only the item being returned inside, then close and seal it with packing tape. Remove any labels or stickers from previous shipments and attach the new details provided by our team in response to the email in Step 1.

* STEP 3: The transport company subcontracted by EGO Store will come to the specified address to collect the item and deliver the new item, as agreed by email.

* STEP 4: After receiving and inspecting the product, the seller will inform the customer of the refund or applicable procedure, which will be processed by bank transfer.

RETURN PROCEDURE (CUSTOMER SHIPMENT)

If you choose to send your return by mail, you must send it to our registered office:

Daniela e Silveira LDA

Rua das Silvinhas, nº 827

4415-117 Sermonde, Vila Nova de Gaia

Information that must be sent by email to apoiocliente@egostore.pt:

* CTT shipment tracking number (Attention: Refunds will not be processed and untracked shipments will not be accepted).

* Order number and reference of the item(s) you are returning.

IMPORTANT NOTES:

Late or non-compliant items: All exchanges and returns that arrive at our premises more than 14 days after receipt will be held in the warehouse for a maximum of 30 days, pending payment of new postage costs for return to the sender. The exchange/refund process will automatically lapse once this period has expired. The same applies to items that arrive showing signs of use or without tags.
Video Evidence: To safeguard both parties, we will make a video when opening all returned orders to verify the condition of the items and compliance with the criteria described above. This video will serve as documentary evidence if a refund is refused because the requirements have not been met.

Refund policy

1. EXCHANGE FOR A DIFFERENT SIZE OR OTHER ITEMS

* The exchange may be made within a maximum period of 14 days after receipt of the item (the entire exchange process must be completed within this period).

* The item must retain its original identification tag.

* Exchanges will only be accepted for items of equal or greater value than the item being exchanged.

* Note: We do not reserve items in advance for exchanges.

2. EXCHANGE AND RETURN OF DEFECTIVE PRODUCTS

* The customer is entitled to an exchange or refund if they find that the products supplied are defective, do not correspond to the product selected, or otherwise do not conform to the order.

* The issue must be reported within 14 days of receipt, and the product must retain its identification tag.

* If the non-conformity is confirmed, the exchange or reshipment will be made at no cost to the customer.

* The customer may choose an exchange or a full refund of the purchase (item + shipping costs initially paid), provided they email the invoice or receipt showing the associated shipping costs, made out to Daniela e Silveira LDA and NIF: 516 122 614. The refund will be made by bank transfer.

3. REFUND (RIGHT OF WITHDRAWAL)

* Returns for the customer’s convenience may be made within a period of 14 days after receipt of the item, which must retain its tag and show no signs of use.

* The customer may choose a refund of the item’s value, with shipping costs borne by the customer.

* The amount for the item will be paid by bank transfer after our team receives and inspects the product, and will inform the customer of the progress of the process.

GENERAL CONDITIONS FOR EXCHANGES AND RETURNS

The above requirements may only be met if the item strictly complies with the following criteria:

* Have not been washed or used.

* Retain their original characteristics and respective identification tag intact.

* Have not been tampered with.

* Hygiene Exception: Products identified as "decants" are intended for personal use and, for strict hygiene and safety reasons, may not be returned or exchanged.

* EGO Store does not accept exchanges or returns of beachwear, underwear (pajamas, etc.), costume jewelry, or party items, in accordance with Article 17 of Decree-Law No. 24/2014 of February 14.

Note: If the item arrives after the 14-day deadline or does not meet the stipulated conditions, it will be returned to the customer upon prior payment of a new shipping fee.

EXCHANGE PROCEDURE

* STEP 1: Send an email to apoiocliente@egostore.pt with a photo of the items you received and, in the case of an exchange, a photo or details of the sizes/new items you want.

* STEP 3: The transport company subcontracted by EGO Store will come to the specified address to collect the item and deliver the new item, as agreed by email.

* STEP 4: After receiving and inspecting the product, the seller will inform the customer of the refund or applicable procedure, which will be processed by bank transfer.

RETURN PROCEDURE (CUSTOMER SHIPMENT)

If you choose to send your return by mail, you must send it to our registered office:

Information that must be sent by email to apoiocliente@egostore.pt:

* CTT shipment tracking number (Attention: Refunds will not be processed and untracked shipments will not be accepted).

* Order number and reference of the item(s) you are returning.

IMPORTANT NOTES:

Video Evidence: To safeguard both parties, we will make a video when opening all returned orders to verify the condition of the items and compliance with the criteria described above. This video will serve as documentary evidence if a refund is refused because the requirements have not been met.