Returns and Refunds
Returns, Refund and Cancellation Policy – Goucha’s Handmade
Goucha’s Handmade, a brand of Fancy Evolution Unipessoal, Lda, cares about customer satisfaction and complies with Portuguese law on refunds, returns and cancellations. Below you’ll find detailed information about our refund policy under Portuguese law.
1. Order Cancellation
You can cancel your order while it hasn’t been processed yet, directly through your customer account. Once the order has been processed, it can no longer be cancelled, but you may request an exchange or return under the terms below.
2. Right of Withdrawal
Under Portuguese law, consumers have the right to withdraw from the contract within 14 days of receiving the products, without giving any reason. To exercise this right, you must notify us of your decision exclusively through your customer account.
3. Return Conditions
Products being returned must meet the following conditions:
- Be in perfect condition, with no signs of use, damage or alteration.
- Be in their original packaging, with all tags and accessories included.
- Be sent back within 14 days of notifying us of your withdrawal.
4. Return and Exchange Costs
Important: for returns and exchanges, the cost of shipping the product back to Goucha’s Handmade is paid by the customer.
- Return shipping cost: €6.99 for returns and €5.99 for exchanges, or the amount charged by the carrier of your choice.
- For returns, this amount is deducted from the refund.
- For exchanges, if you choose to have Goucha’s Handmade arrange the return shipment, this amount is paid before the new product is sent.
- This cost does not apply to defective or incorrectly sent products (see section 7).
5. Refunds
Once we have received and inspected the return, Goucha’s Handmade will refund the amount paid for the products, including the original shipping costs, using the same payment method you used. The refund will be processed within 14 days of receiving the returned products.
Please note that the customer is responsible for return shipping costs, except for defective or incorrectly sent products.
6. Products Excluded from the Right of Withdrawal
Under Portuguese law, the right of withdrawal does not apply to:
- Personalised or made-to-order products.
- Sealed products that are not suitable for return for health protection or hygiene reasons, if the seal has been removed after delivery.
7. Defective or Incorrect Products
If you receive a defective product or a product different from the one you ordered, please contact us as soon as possible through your customer account. After verifying the defective or incorrect product, Goucha’s Handmade will replace it or refund the amount paid, including the original shipping and return costs.
Goucha’s Handmade reserves the right to change this Refund Policy at any time without prior notice. Any changes will be published on this page and, where necessary, we will notify you by email or through a notice on our online store.
At Goucha’s Handmade, we’ve made the return process simple and transparent.