Refund and Exchange Policies

Termination of the purchase and sale contract

1. Order cancellation by User decision

The customer may cancel their order within 24 hours via email, which will be accepted as long as it has not yet been dispatched. After dispatch, the customer has the option to return the order, with the costs of that return being their responsibility. Items cannot be returned for hygiene reasons (for example, cosmetic products and other products that have been opened and come into direct contact with the skin).

For the purpose of cancellation, the User must send an email with the following details:

Subject: “Cancellation”;
Order number in the body of the email;
NIF used to place the order in the body of the email.

2. Exchanges and returns - Free Resolution

Within a maximum period of 14 days after receiving the order, the customer has the right to terminate the contract. The costs of shipping the product for return will be the customer's responsibility.

The customer may be held liable for the depreciation of the item if the handling exceeds what is normally accepted in-store.

Products excluded from the right of legal resolution:

Opened products or those in direct contact with the skin;
Incomplete, damaged, or used products;
Customized products or made according to the customer's request;
Sealed products that cannot be returned for health/hygiene reasons when opened;

The refund will be made using the same payment method, after technical evaluation, within a maximum period of 15 days (after receipt).

The warranty does not apply to damages resulting from incorrect use, improper installation, or external causes such as falls, electrical surges, or accidents.

Maximum attention is requested when choosing the item at the time of purchase.

Exchanges and returns must be made within a maximum period of fourteen working days after receiving the order, and Cacau Chic Shop must be informed as quickly as possible of the intention to exchange.

We emphasize the importance of communicating in advance the desire to make an exchange. The items to be exchanged must be in perfect condition, without marks, signs of use, stains, or odors, and must be resent as they were received, in the manner they were packaged.

You should contact us to communicate the desire for a return via email at the following address: contato@cacauchicshop.pt

We ask that you resend by regular or registered mail, with registered being the safest option. Returns from customers without prior communication or cash on delivery will not be accepted.

After we receive the returned items and verify that they meet the conditions described above, we will proceed as agreed between both parties, making an exchange for an item of equal or greater value. If the new item you wish is more expensive than the one you previously purchased, the difference will be calculated.

The payment of shipping costs, both for the return and for the reshipment, will be the customer's responsibility.

(*) The return period for items is 14 days after receipt.

3. Exchanges due to Defects

An exchange of items is accepted when the order is defective, incomplete, incorrect, or damaged as a result of the delivery act. If you wish to exchange an item, you must contact us by email at the following address: contato@cacauchicshop.pt

We will provide the address for shipping. We ask that you resend by regular or registered mail, with registered being the safest option. Returns from customers without prior communication or cash on delivery will not be accepted.

After we receive the items and verify the conditions, we will carry out the exchange. We will return the new item from the exchange and cover the shipping costs.

In cases of reshipment due to defects, the payment of shipping costs will be the customer's responsibility; however, we will refund this amount.

The new law establishes a maximum period of 30 days for repair, exchange, or refund.

4. Warranty

All products for sale on the site are covered by legal and commercial warranties. The legal warranty of conformity covers defects detected up to 3 years after delivery (for final consumers) and 6 months (for companies or professionals).

To be in accordance with the contract, the products must:

match the description on the site;
be suitable for normal or specific use previously agreed upon;
present the expected quality for the type of product.

If the product presents a conformity defect, it will be repaired, replaced, or refunded at no cost.

Exclusions from the warranty:

Damage caused by accidents, shocks, electrical overload, oxidation, etc.;
Incorrect installation or misuse;
Natural wear or poor maintenance;
Products with known defects at the time of purchase.

For repairs outside the warranty, a quote will be sent for approval. In case of refusal, a processing fee of €15 (VAT included) will apply.

Clarification:
The Consumer Defense Law (Law No. 24/96) considers a consumer only those who purchase for non-professional use.