Returns, Refunds And Cancellation Policy

Last updated: 26 August 2026 Thank you for shopping with Da Luz. This Policy explains the conditions applicable to order cancellations, returns, exchanges and refunds made through https://daluznatal.pt. This Policy does not limit the rights granted to consumers under applicable Portuguese and European legislation. 1. Cancellation Before Dispatch If you wish to cancel an order, you must contact us as soon as possible at geral@daluznatal.pt, providing: - customer name; - order number; - products you wish to cancel; - reason for the request, if you wish to provide one. We will try to stop the preparation and dispatch of the order. However, we cannot guarantee cancellation if the order is already at an advanced stage of preparation or has been handed over to the carrier. If the cancellation is confirmed before dispatch, the amounts paid for the cancelled products and the applicable delivery costs will be refunded. If the order has already been dispatched, the consumer may exercise the right of withdrawal after receiving it, in accordance with this Policy. Refusing delivery or failing to collect an order from a collection point does not necessarily replace the formal communication of the exercise of the right of withdrawal. We recommend that customers expressly inform us of their intention to cancel or return the order. 2. Cancellation of Pre-orders A pre-order or pre-order product may be cancelled before dispatch by sending a request to geral@daluznatal.pt. If the product has not yet been dispatched, the amount paid for the cancelled product and any delivery costs that no longer apply will be refunded. If an order includes other products that the customer wishes to keep, the delivery costs may be recalculated based on the remaining products. Once a pre-order product has been dispatched, the conditions relating to the right of withdrawal shall apply. 3. Right of Withdrawal For distance contracts, consumers generally have 14 consecutive days to withdraw from the contract without giving any reason. The 14-day period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the products. Where several products from the same order are delivered separately, the 14-day period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the last product. 4. How to Request a Return To exercise the right of withdrawal, the consumer must send an unequivocal statement to geral@daluznatal.pt before the 14-day period expires. Where possible, the communication should include: - customer name; - order number; - identification of the products to be returned; - date on which the order was received; - email address used for the purchase. It is not mandatory to provide a reason for the return. After receiving the request, we will send the necessary return instructions. The customer must not send the order to the manufacturer or to any other address without prior confirmation from Da Luz. 5. Return Address Unless Da Luz provides different instructions, returns must be sent to: Da Luz — Mindscape, Lda. Rua Cândido Guerreiro, Lote 24 8600-536 Lagos Portugal We recommend that customers request confirmation before sending the products. 6. Time Limit for Returning Products After communicating the decision to withdraw from the contract, the consumer must send or deliver the products within a maximum period of 14 days. The deadline is considered to have been met if the products are sent before the end of that period. We recommend using a tracked delivery method and keeping proof of dispatch until the process has been completed. Da Luz is not responsible for the loss of a return during transportation where the delivery method and carrier were chosen directly by the customer, without prejudice to any responsibilities that apply under the law. 7. Condition of Returned Products The consumer may handle and inspect the product with the care reasonably necessary to determine its nature, characteristics and functioning, as would normally be permitted in a commercial establishment. Products must be returned: - complete; - together with their respective accessories and components; - with labels, manuals and other items received, where applicable; - properly protected to prevent damage during transportation. Where possible, the original packaging should be used. The absence of the original packaging does not automatically remove the right to return the product. The consumer may be liable for any decrease in the product’s value where handling exceeds what is necessary to verify its nature, characteristics and functioning. In the case of fragile items, the customer must package them carefully. Damage occurring during the return due to clearly inadequate packaging may be taken into account when assessing any decrease in value. 8. Seasonal Items The seasonal nature of the products sold by Da Luz does not affect the consumer’s legally applicable right of withdrawal for distance purchases. The consumer may examine and handle the product only to the extent necessary to verify its nature, characteristics and functioning, in a manner similar to what would reasonably be possible in a commercial establishment. Actual use of the product for its intended purpose beyond what is necessary for inspection may reduce its value. The consumer may be liable for this decrease in value where legally applicable. Opening the packaging or carrying out assembly strictly necessary to inspect the product does not, by itself, result in the loss of the right of withdrawal. 9. Promotional Items Products purchased during a promotion or with a discount benefit from the same legal right of withdrawal applicable to products sold at their regular price. The refund will be based on the amount actually paid by the customer after discounts have been applied. If a promotional code no longer meets its conditions due to a partial return, the final amount may be recalculated in accordance with the terms previously communicated for that promotion, provided that this does not limit the consumer’s legal rights. 10. Products Purchased as Gifts Where a product was purchased as a gift, the rights relating to the purchase generally belong to the person who entered into the contract and made the payment. The refund will be made using the original payment method, unless expressly agreed otherwise. Da Luz may offer a voucher or store credit, but this will only be used if expressly accepted by the person entitled to the refund. 11. Return Costs in the Event of Withdrawal Where the return results solely from the consumer’s decision to withdraw from the purchase, the direct return costs shall be borne by the consumer, unless Da Luz agrees to bear them or the law provides otherwise. These costs will not be deducted from the refund where they were paid directly by the customer to the carrier chosen to carry out the return. Da Luz will only charge or deduct return costs where they are legally attributable to the customer and have been paid by Da Luz on the customer’s behalf. 12. Initial Delivery Costs In the event of a valid exercise of the right of withdrawal in relation to the entire order, all payments received will be refunded, including the cost of the least expensive standard delivery option offered for that order. If the customer selected a delivery option more expensive than the least expensive standard delivery option, the difference will not be refunded. In the case of a partial return, the initial delivery costs will only be refunded where and to the extent that they would no longer have been payable as a result of the return, in accordance with applicable law. 13. Refund Processing The refund will be made within the statutory maximum period of 14 days from the date on which we are informed of the decision to withdraw from the contract. Da Luz may withhold the refund until: - the returned products have been received; or - the consumer provides proof that the products have been shipped; whichever occurs first. The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and provided that the customer incurs no additional costs. The time required for the amount to become available in the customer’s account may depend on the bank or payment service provider. 14. Exchanges Da Luz does not offer direct commercial exchanges of products. If you would like a different item, model or reference, you may return the original product, provided that the legally applicable conditions are met, and place a new order. This rule does not affect the consumer’s rights in the event of a lack of conformity of the product. 15. Incorrect, Incomplete, Damaged or Defective Products If you receive a product that is: - different from the product ordered; - incomplete; - damaged during delivery; - defective; - or does not match the advertised characteristics; you must contact us as soon as possible at geral@daluznatal.pt. The communication should include: - order number; - product identification; - description of the problem; - photographs of the product; - photographs of the external and internal packaging, where transport damage has occurred; - photograph of the shipping label, where relevant. The customer must keep the product, packaging and protective materials until receiving instructions from Da Luz. 16. Costs Relating to Defective or Incorrect Products Where it is confirmed that the product is defective, damaged for reasons not attributable to the customer, incomplete or incorrect, Da Luz will bear the costs necessary to restore conformity, including applicable transportation costs. Depending on the circumstances and legal requirements, the solution may include: - repair; - replacement; - a proportionate price reduction; - cancellation of the contract and a refund. The applicable solution will be determined in accordance with the legislation in force, the nature of the problem and the specific circumstances. 17. Legal Guarantee of Conformity Products sold by Da Luz benefit from the legal guarantee of conformity applicable to consumer goods. Under the legislation currently in force, the seller is responsible for any lack of conformity that becomes apparent within three years from the delivery of the goods, without prejudice to any other legally applicable periods or rights. The legal guarantee is different from the right of withdrawal: - the right of withdrawal allows the consumer to withdraw from a distance purchase within the statutory period; - the legal guarantee applies when the product has a lack of conformity. The following do not, in themselves, constitute a lack of conformity attributable to Da Luz: - normal wear and tear; - damage caused by dropping or impact; - improper use; - improper exposure to water, heat, humidity or light; - incorrect storage; - unauthorised alteration or repair; - failure to follow the instructions for use or care. These exclusions only apply where the problem actually results from one of these circumstances. 18. Uncollected Orders or Refused Deliveries If an order is not collected within the period indicated by the carrier or is refused without prior communication, it may be returned to Da Luz. The customer must contact us to indicate whether they wish to: - request a new shipment and pay the applicable costs; or - cancel the purchase, where they have the legal right to do so. In the event of cancellation, the amounts legally due will be refunded. Only costs that may legally be attributed to the customer may be deducted. 19. International Returns Returns from countries outside Portugal must be communicated in advance and must follow the instructions provided by Da Luz. The customer is responsible for correctly completing the transport and customs documentation. Where the return results solely from the exercise of the right of withdrawal, the direct return costs, including any applicable charges, shall be borne by the consumer, unless otherwise indicated or required by law. Where the return results from a defective, incorrect or damaged product for reasons attributable to Da Luz, specific instructions will be provided and the legally applicable costs will be covered. 20. Contact Details For cancellations, returns, exchanges, damaged products or refunds: Da Luz — Mindscape, Lda. Email: geral@daluznatal.pt Website: https://daluznatal.pt