Refund policy
The customer may cancel their order as long as it has not yet been processed, directly through the . Once the order has been processed, cancellation is no longer possible, and the customer may request an exchange or return under the terms indicated below.
Right of free withdrawal
As provided by law, Sacoplex allows the exchange or return of items within 14 days after delivery of the order, provided that they meet certain requirements, namely:
- the items are in their original packaging;
- the items show no signs of handling or alteration;
- the items are sent back with all original documentation, namely invoice and packaging.
Return shipping costs are the responsibility of the Customer. The item must be properly protected to avoid damage during transport.
The refund is made using the same payment method used for the purchase, within a maximum of 14 days after receipt and validation of the returned item.
Defective products
If the item received is defective or does not match what was ordered, the Customer must report the situation within 14 days from delivery, through the or by email to loja@sacoplex.pt, indicating the reason, the invoice number, and the product reference.
In this case, Sacoplex will cover the shipping costs of the returned item.
Exclusions
Items made according to the Customer's specifications or clearly personalized are not subject to the right of free withdrawal.