Exchange and Return Policy

Context  

This return policy was developed based on current legislation and may be updated without prior notice.  

 

Free Resolution and Return Period 

The customer has the right to resolve The contract, that is, returning it without incurring any costs and without the need to state the reason, in term 14 (fourteen) days , starting from the day on which the customer or a third party designated by the customer (except for the carrier) acquires physical possession of the product(s).  

Therefore, if you exercise your right of free resolution, any purchase made in the store can be returned within 14 days of being received.  

If the customer wishes to exercise the right of free resolution, they must complete and submit any unequivocal contract termination statement. You can request the free resolution form by contacting the store within the aforementioned period or indicate this via email geral@sofiapedrodesign.com explicitly states that they wish to terminate the contract, i.e., request a refund.  

The email contact must reference the following information: 

  • Recipient's name;  
  • Phone/mobile contact information;  
  • Order number;  
  • Order date;  
  • Date the order was received;  
  • Number of products and/or services purchased.  

 

After receiving your request of free resolution, we will respond as soon as possible in order to expedite the process and schedule the collection of the purchased product(s).  

 

Conditions for return 

Legal right of free resolution (14 days) 

The customer has the right to cancel the contract and return their order within 14 consecutive days Upon receipt, no reason is required. In this case, the amount paid will be refunded, including initial shipping costs.

  • The refund will be processed after the product(s) have been received and verified. 
  • The returned product(s) must be in perfect condition, showing no signs of use, with original tags and packaging.

 

    Conditions for exchange 

    Exchange Period 

    The customer has a deadline of 14 consecutive days after receiving the order to request an exchange of the product(s). 

    Procedure 

    • The customer must send the product(s) they wish to exchange to our address, bearing the shipping costs.  If it's the customer's first exchange, we'll cover the shipping costs. If it's the second exchange, the customer will be responsible for the shipping costs.
    • After receiving and verifying the product(s), we will send a voucher for the corresponding amount. 
    • The voucher can be used for a new purchase in our online store. The voucher will be valid for 1 month and can be used on our website. 

    Conditions 

    • The product(s) to be exchanged must be in perfect condition, showing no signs of use, with original tags and packaging. 
    • We do not accept exchanges for used products, products damaged by misuse, or products that are not in resalable condition. 

    • Exchanges are not allowed for products in the accessories category.

     If you wish to exchange/return the product(s), please contact us by email at the following address: geral@sofiapedrodesign.com.  

    The product should be sent to the following address: Rua do Bonfim 9, 1685-842, Casal do Bispo, Famões, Portugal. 

     

    Offers 

    If the item was a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.  

     

    Shipping costs 

    In the event of a return within the free resolution period, the shipping costs initially paid will be included in the amount to be refunded, as provided for in current legislation in Decree Law No. 24/2014.  

    If the customer wants a collection method different from the one defined by Sofia Pedro, Fashion Designer , The customer will be responsible for paying any additional shipping costs related to returning the product to the store, whether for a refund or exchange.  

     

    Documentation 

    In order for the return or exchange process to be completed, it will be necessary to include the purchase invoice, proof of payment, and return form (if applicable).  

     

    Reimbursement 

    The refund of the product(s) price, as well as the initial delivery costs, will be issued in full within 14 days from the date we are informed of your decision to cancel.  

    Sofia Pedro Fashion Designer are not obligated to reimburse additional return costs for a different and more expensive product collection method than the one we offer. In the event that the customer requests collection of the product(s) from us Sofia Pedro Fashion Designer the refund process will begin after the product(s) have been duly received. The customer will be notified by e-mail regarding this process.  

    The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement where the customer will not incur any costs as a result of the refund.  

    If you do not receive the refund within the indicated timeframe, please check your bank account again. If you still cannot confirm the deposit, please also contact your bank manager. If you still do not receive feedback, please contact the bank. After these steps, you can contact us via email at geral@sofiapedrodesign.com.  

     

    Updated on 09/19/2025