Exchanges and Returns
Exchanges and Returns
The customer has the right to exchange or return the product within 14 days of receipt, without the need for justification, in accordance with Portuguese consumer protection legislation.
To exercise this right, the customer must contact us via email at info.lohe.atelier@gmail.com and follow the indicated return instructions.
Items to be returned must be in perfect condition and in their original state, without signs of use and in the original packaging. Custom-made or personalized items cannot be returned or exchanged.
The item will be replaced, subject to availability, or a similar alternative will be suggested if out of stock.
Important Note - Since we guarantee that all our jewelry is delivered NEW, without signs of use and in perfect condition, the use of the item is expressly prohibited in the event of an exchange or return.
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Consumer Obligations
The consumer must return the goods to the supplier within a maximum of 14 days from the date on which they communicated their decision to withdraw.
Return Costs: The consumer only bears the direct costs of returning the goods, unless the supplier agrees to bear them (Article 13, no. 2).
Inspection of the Goods: The consumer has the right to inspect the goods with due care to verify their nature, characteristics, and functioning. However, the consumer may be held responsible for the depreciation of the goods if the handling performed exceeds what is strictly necessary to verify these aspects (Article 14).
Important Note: Since we guarantee that all our jewelry is delivered NEW, without signs of use and in perfect condition, the use of the item is expressly prohibited in the event of an exchange or return.
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Refund
The refund will be made by the same payment method, within 14 days after we receive the product.
Products purchased during promotional periods will be refunded according to the campaign value.
Important Note - Since we guarantee that all our jewelry is delivered NEW, without signs of use and in perfect condition, the use of the item is expressly prohibited in the event of an exchange or return.
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Right of Free Resolution
The consumer has the right of Free Resolution, within 14 consecutive days after receiving the product, in accordance with Portuguese legislation, using the respective free resolution form (provided in the annex of Decree-Law no. 24/2014): https://www.deco.proteste.pt/-/media/edideco/resources/cartas-tipo/familia-consumo/formulario-livre-resolucao-17-ag2024.docx?rev=4b464015-9f18-4903-befa-8fd2e7ee3f8b&hash=662A23A386D18951686952013D109E45
Important Note:
Since we guarantee that all our jewelry is delivered NEW, without signs of use and in perfect condition, the use of the item is expressly prohibited in the event of an exchange or return.
