At Portosigns, we want you to be completely happy with your purchase. However, if for any reason you wish to return a product, we are here to help. Our policy is designed to make the process simple, fair and transparent.

1. Right of Withdrawal

Under the legislation applicable to online consumer sales, you have the right to withdraw from the contract and return your order within 14 calendar days of the day you receive the products, without giving any reason.

2. Return Conditions

For a return to be accepted, items must meet the following requirements:

• Product condition: The item must be in perfect condition, with no signs of use, washing or improper handling.

• Packaging and labels: The product must be returned in its original packaging (ceramic boxes, cork wrapping, etc.) with all labels intact.

• Proof of purchase: The product must be accompanied by the original invoice or receipt.

A note on handcrafted items: Please remember that our ceramic and cork pieces are handmade. Small variations in colour, texture or shape are characteristic of handmade production and are not considered defects. They are therefore not grounds for a return due to non-conformity, but such items can still be returned under the right of withdrawal.

3. How to Make a Return

To start a return, please follow these steps:

1. Send an email to portosigns@portosigns.pt with your order number, the product(s) you wish to return and, if you like, the reason (it helps us improve our service).

2. Once we confirm, send the item to our address:

   • Portosigns, Lda

   • Rua da Alfândega, 17

   • 4050-029 Porto, Portugal

4. Return Shipping Costs

• Withdrawal: If you return an item under the right of withdrawal, the cost of sending the product back to us is entirely your responsibility.

• Defect or shipping error: If the product has a manufacturing defect or we sent the wrong item, Portosigns will cover all costs of collection and of sending the new product.

5. Refunds

Once we receive your return and check the condition of the product, we will process your refund:

• Amount: The refund will include the full amount paid for the products. The original shipping costs are only refunded if the return is due to our error or a product defect.

• Timing: The refund will be made within a maximum of 14 days of us receiving the product.

• Method: The refund will be made using the same payment method used for the purchase (MBWay, Visa or Apple Pay), unless expressly agreed otherwise.

6. Exchanges

If you would like to exchange an item (for example, a different size of a cork waistcoat or a different ceramic pattern), please return the current item and place a new order on our website. Alternatively, you can exchange it in person at one of our shops in Ribeira, Porto, bringing your invoice.

7. Items Damaged in Transit

We work with delicate materials (such as ceramics from Caldas da Rainha). If you notice that the packaging is damaged on delivery, please:

1. Note the damage on the carrier's delivery slip.

2. Take photos of the packaging and the damaged product.

3. Contact us within 24 hours of delivery at portosigns@portosigns.pt.

8. Support Contacts

For any questions about returns or refunds, you can contact us by:

• Email: portosigns@portosigns.pt

• Shops: Rua da Alfândega, 17 or Rua Infante D. Henrique, 71, Porto.

This is an English translation for convenience. In case of any discrepancy, the Portuguese version prevails.