📦 Return and Refund Policy – Sunoom.pt
Last updated: April 23, 2025
At Sunoom.pt, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a return and refund policy in compliance with Portuguese consumer protection laws.
1. Right of Withdrawal
In accordance with Portuguese law (Decree-Law No. 24/2014 of February 14), you have the right to withdraw from the purchase within 14 calendar days from the date you receive your order without providing any reason.
To exercise this right:
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Notify us of your decision to withdraw by sending an email to geral@sunoom.pt within the 14-day period. Please provide your order number and the items you wish to return.
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Once we receive your withdrawal request, you will have an additional 14 days to return the items.
2. Conditions for Returns
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Product Condition: Items must be returned in their original, unused condition, with all original packaging, labels, and seals intact. We cannot accept returns of opened or used products, unless they are faulty.
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Exceptions: The following items are exempt from the right of withdrawal:
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Personalized products or items made to order.
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Sealed products that are not suitable for return due to health protection or hygiene reasons once opened (e.g., skincare, beauty products, oils).
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3. Return Process
To return an item:
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Contact us at geral@sunoom.pt with your order number and a request for return.
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We will provide you with return instructions and the address where to send the items back.
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Shipping Costs: The customer is responsible for the return shipping costs unless the item is faulty or incorrect.
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Return Shipping: We recommend using a trackable shipping service, as we are not responsible for items lost or damaged during the return shipping process.
4. Refunds
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Once we receive the returned items, we will inspect them to ensure they meet the return conditions.
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If everything is in order, we will process your refund within 14 days of receiving the return.
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Refunds will be issued using the same payment method you used for the original purchase.
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Please note that the original shipping costs are non-refundable, except in cases where we have made an error (e.g., incorrect or faulty items).
5. Damaged or Faulty Items
If you receive a damaged or faulty item:
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Please contact us immediately at geral@sunoom.pt with your order number and photos of the damage or fault.
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We will offer you the option to:
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Return the item for a full refund, including shipping costs; or
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Receive a replacement item at no additional cost.
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If the item is defective or incorrect, we will cover the return shipping costs.
6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, please return the original item for a refund and place a new order.
7. Late or Missing Refunds
If you haven’t received a refund after the above period:
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First, check your bank account again.
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Then, contact your credit card company or bank. It may take some time before your refund is officially posted.
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If you’ve done all of this and still have not received your refund, please contact us at geral@sunoom.pt.
8. Changes to Our Return and Refund Policy
We reserve the right to modify or update this Return and Refund Policy at any time. Any changes will be posted on this page, and the “Last updated” date will be revised accordingly.
We encourage you to review this policy periodically to stay informed about our return and refund processes.
9. Contact Us
If you have any questions or need assistance with a return or refund, please don’t hesitate to contact us:
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Email: geral@sunoom.pt
Contact Information for Exercising the Right of Withdrawal:
- Postal Address: Rua D. Dinis, 790, Moita, Montemor o Velho, PT-06, 3140-451 Seixo de Gatões, Portugal.
- Email: geral@sunoom.pt
- Phone Number: +351 937 967 053
Alternative Dispute Resolution (ADR) / Consumer Arbitration Center:
Centro de Arbitragem de Conflitos de Consumo da Região de Coimbra (CACRC)
- Address: Av. Fernão de Magalhães, n.º 240, 1.º, 3000-172 Coimbra, Portugal
- Telephone: +351 239 821 690
- Email: geral@cacrc.pt
- Website: www.centrodearbitragemdecoimbra.com
Consumers can use this center to resolve disputes related to transactions or services.
