Return and Refund Policy

Before completing the order process, the Customer must read and confirm all knowledge and complete procedure, accept all Terms of Use and General Conditions, as well as the Privacy Policy.

The order process is completed when we receive all the information from the online order form, whilst simultaneously checking the validity of the data sent.

The ordering and purchasing process is only possible after creating a customer account or logging in as a guest in the online store, and the guest must follow the various sequential steps of the ordering process that will allow the purchase to be registered.

The Customer has the right to return or exchange the product in question, under the following conditions described, which are understood as:

a) Exchange : an exchange is considered to be the replacement of one item for another.

b) Return : caused by a defect or imperfection in the item. All items to be returned must be delivered in their original packaging, in the same conditions in which they were sent. In any of the exchange or return procedures requested, it is essential to have the invoice sent with the product to be returned/exchanged.

For return purposes and as a first contact, you must send an email to geral@ourivesariasantos.com to open a return request. We will then send you an email with a mandatory form to complete so that you can continue with the return process. After receiving the product at our facilities and properly assessing the condition of the product, a confirmation email will be sent and we will then proceed with the payment for the returned product.

After receiving the order at the address, the customer has a period of 30 days to exchange or return the item free of charge, counting from the date of dispatch.

We advise that all returns are sent by Registered Mail, as we cannot be held responsible for returns.

Shipping costs for returns will be borne by the customer, except in the case of defects.

Exchanges/returns of products with signs of use and that are not in excellent condition or that have been modified for any reason will not be accepted.

The product must be sent in its original packaging, with proof of purchase.

Items sent back without prior request will not be accepted.

The Customer must always request the associated shipping service receipt in order to prove that the order has been sent.

If you have used a promotional discount code, this amount will not be refunded, i.e., the refund will only be for the amount actually paid without discount.

The method of refunding the amount to be returned depends on the payment method used for the respective order. In the case of payments made by credit card, these are credited to the respective accounts. In other cases, when NIB information is provided, the refund is made to the indicated bank account. Or, if you prefer, in the form of a voucher.

All sales taxes are included in your refund if your order was shipped to an EU destination. Outside the EU, customs duties and sales taxes are non-refundable.