Exchanges and returns
I. RETURN OF DEFECTIVE PRODUCTS
The customer is entitled to a return if the products supplied are found to be defective or otherwise non-conforming in relation to the items ordered. The return can be made within 30 days after the notification of the defect and the product must retain its identification label. Lifestyle Atelier will analyze the returned product and inform the user of his/her right to a refund (if applicable). As a rule, the seller processes the refund within 30 days, starting from the date of confirmation of the right to a refund sent via email. If the defect or non-conformity is confirmed as grounds for the return, the full amount paid will be refunded.
The refund of the amount paid will always be processed using the same form of payment used for the purchase, unless otherwise agreed with the customer.
II. RETURN DUE TO WITHDRAWAL
If the customer is not satisfied with the delivered products, he/she may return them within 30 calendar days after receipt. However, the right to return goods can only be exercised if the products:
● Have not been washed or used (unless otherwise stated on the product). The customer has the right to try them on to assess the size and shape, but cannot use them.
● Retain their original characteristics and the packaging is undamaged (carefully opened packages will not be considered damaged).
● Are complete.
● Have not been tampered with and retain their identification label.
III. RETURN OF GIFTS
The return of a gifted product must be done by the person who gifted/purchased it. In this case, in order to proceed with the return, the person who bought it should be contacted in order to proceed with the return, in accordance with the conditions of return, due to defect, non-conformity or withdrawal.
If the defect or non-conformity is confirmed as grounds for the return, the full amount paid will be refunded.
The refund of the amount paid will always be processed using the same payment method used for the purchase.
IV. EXCHANGE SIZE OR FOR OTHER ITEMS
In order to exchange one item for another or to exchange the size of an item, please follow the steps below.
HOW TO PROCEED:
REGISTERED CUSTOMER
STEP 1: FILL OUT THE ONLINE RETURN FORM
Access the shop’s website, click on Login and enter your identification.
Select the returns option.
STEP 2: PLACE THE ITEM IN A BOX
You can use the original packaging in which you received the order or another cardboard box, provided it is not damaged. If you use the original packaging, empty it and only place the item you wish to return.
Close the box and seal it with tape. If the box has any labels, stickers or other materials from previous shipments, remove them and attach the Return label, which will be forwarded to you by customer care once the return process is initiated.
STEP 3: ITEM PICK-UP
The carrier will stop by the indicated address to pick up the item (There are no pick-ups on holidays and weekends).
STEP 4: REFUND
After receiving and analyzing the product, the seller will inform the user of the refund to which he/she is entitled (if any). The refund of the amount paid will always be processed using the same payment method used for the purchase.
UNREGISTERED CUSTOMER
If you have placed your order as a non-registered customer, you can initiate the return procedure through the link sent in the Shipping Confirmation email and proceed with the rest of the process.
Note: If you have several items to return from the same order, you will have to return or exchange them at the same time. After requesting the return of an item from an order, our website will not allow you to exchange or return it again.
Exclusion of the Right to Free Termination
There is no right to free termination of the contract in the following situations:
● The supply of goods produced according to the consumer’s specifications or obviously personalized;
● The supply of goods which, by their nature, cannot be returned or are likely to deteriorate or expire rapidly.
Alternative Dispute Resolution for Consumer Disputes
For all matters not expressly regulated in these Terms and Conditions, the legal regulations in force shall apply.
Pursuant to Law No. 144/2015 of 8 September, we inform you that you may resort to the alternative dispute resolution (ADR) entities listed at https://www.consumidor.gov.pt/pagina-de-entrada/lista-das-entidades-de-resolucao-alternativa-de-litigios-de-consumo.aspx .