Refund policy
Returns & Exchanges
All purchases made through www.vamara.pt are governed by the applicable Portuguese legislation.
Most products sold by Vamara are made exclusively to order and are not kept in physical stock. Only selected items, such as fragrances, are available in limited stock.
Right of Withdrawal
Under Decree-Law No. 24/2014, customers have the right to withdraw from the purchase contract within 14 days of receiving their order, provided that the products are returned in perfect condition, unused, in their original packaging, and accompanied by the corresponding invoice or proof of purchase.
Products Excluded from the Right of Return
In accordance with applicable legislation, the right of withdrawal does not apply to goods made according to the customer's specifications or clearly personalised.
Therefore, returns are not accepted for personalised products, including but not limited to:
- Personalised photo frames with customer photographs
- Personalised embroidered textiles
These products may only be exchanged or refunded in the event of a manufacturing defect or if an incorrect item has been supplied.
Returns of gift packaging are also not accepted.
Defective or Incorrect Products
If a customer receives a product with a manufacturing defect or an item different from the one ordered, they must contact Vamara within 48 hours of receiving the order via the email address provided on the Contact page.
The request must include:
- A detailed description of the issue;
- Photographs of the product;
- Photographs of the packaging received.
After reviewing and validating the claim, Vamara will inform the customer of the appropriate procedure.
Return Address
Once authorised by Vamara, returned items should be sent to:
Vamara
Avenida Irmãos Duarte
Centro Empresarial e Tecnológico – Sala 8
3300-013 Arganil
Portugal
Customers are advised to use registered mail or another tracked delivery service. The customer is responsible for any loss or damage occurring during transit until the items are received by Vamara.
Return Shipping Costs
Except in cases of a manufacturing defect, damaged goods, or an incorrect item supplied by Vamara, the shipping costs associated with exchanges or returns are the responsibility of the customer.
Where a return results from a manufacturing defect, a product damaged upon arrival, or an incorrect item being sent, and after the claim has been validated by Vamara, all costs related to the return and any replacement shipment will be fully covered by Vamara.
Where the customer exercises the statutory right of withdrawal, only the value of the returned products will be refunded. The original shipping costs are non-refundable unless otherwise required by applicable law.
Refunds
Once the returned items have been received and inspected, the refund will be issued using the same payment method used for the original purchase, within a maximum of 10 business days.
