Refund policy

We have a 14-day returns policy, which means you have 14 days from receipt of your product to request a return.

Right of withdrawal (EU customers)

If you are a resident of the European Union, you have the right to cancel or return your order within 14 days of receiving the last item, without giving any reason.

To initiate a return or cancellation, log in to your account and select the relevant order.

Your refund will be processed within 14 days of us receiving the returned items.

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

To initiate a return, please contact us by email at: klyko@sapo.pt. Please note that returns must be sent to the following address: Rua dos Lomeiros lote 1115, 2975-121 Quinta do Conde, Sesimbra, Setúbal, PT.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send the parcel. Products returned without a prior return request will not be accepted.

You can always contact us with any queries regarding returns by emailing klyko@sapo.pt.

 

Damage and issues:

Please inspect your order as soon as you receive it and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can assess the problem and resolve it.

Exceptions / Non-returnable items:

Certain types of items cannot be returned, such as perishable goods (food, flowers or plants), personalised products (special orders or customised items) and personal care products (beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we do not accept returns of sale items or gift vouchers.

Exchanges:

The quickest way to ensure you receive what you want is to return the item you have and, once the return has been accepted, place a new order for the item you want.

14-day right of withdrawal in the European Union.

Notwithstanding the above, if the goods are dispatched to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without having to provide a justification. As mentioned previously, the product must be in the same condition as when you received it, unused, with the labels attached and in its original packaging. You will also need the receipt or proof of purchase.

• 14-day right of withdrawal — The EU Consumer Rights Directive requires you to offer customers 14 days to return any purchase, without having to give a reason. This must be clearly stated in your returns policy.

 

• Transparent delivery times — The delivery estimates you have set must be reflected in your policies, so that customers know what to expect before they buy.

 

• Terms of Service — These must clearly set out the terms of sale, liabilities and consumer rights.

Refunds:
Once we have received and inspected your return, we will notify you whether or not the refund has been approved. If approved, the refund will be automatically processed to the original payment method within 10 working days. Please note that it may take some time for your bank or credit card provider to process and issue the refund.
If more than 15 working days have passed since your return was approved, please contact us by email at klyko@sapo.pt.