Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

This policy does not affect your statutory rights, including your right of withdrawal under applicable European Union consumer protection laws.

To be eligible for a return, your item should be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Customers are allowed to inspect the item with due care. However, we may reduce the refund if the item has been handled beyond what is necessary to establish its nature, characteristics, and functioning.

To start a return, please contact us at hello@frete.pt. Returns must be requested before sending any item back. Items sent back without first requesting a return may not be accepted.

If your return is accepted, we will provide the return address and any necessary instructions. Unless the item is defective, damaged, or incorrect, you are responsible for arranging and covering the cost of return shipping.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including custom or personalised products, perishable goods, and sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

Gift cards are also non-returnable.

If you have questions or concerns about a specific item, please contact us before making your purchase.

SALE ITEMS

Sale items may be returned in accordance with this return policy and your statutory rights. This does not affect your legal right of withdrawal where applicable.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is shipped to a country in the European Union, you have the right to cancel or return your order within 14 days after receiving it, for any reason and without justification.

To exercise this right, please contact us at hello@frete.pt with a clear statement that you wish to cancel or return your order.

Unless otherwise stated, you are responsible for the cost of returning the item. We may withhold the refund until we have received the returned item or until you provide proof that the item has been sent back.

REFUNDS

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be refunded using your original payment method. Refunds will be processed within the period required by applicable law. Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@frete.pt.