EXCHANGES AND RETURNS
All purchases made in Duna Comporta’s physical store or online store at www.dunacomporta.pt are subject to Portuguese law.
Duna Comporta accepts exchanges/returns of items within the time limits mentioned below and according to the store where the items were purchased.
For an exchange/return to be successful, the item must be delivered in perfect condition, in the same way as it was sold and accompanied by the respective invoice, labels, sanitary protector, bag, etc.
Exchanges/returns will not be made for altered, washed, used, smelly or otherwise damaged items.
Duna Comporta is not responsible for the misuse of its articles, nor for washing them incorrectly.
The customer service team will be happy to help if you have any questions.
The physical store and the online store work with different stocks and are subject to different regulations.
PHYSICAL STORE
No refunds, only exchanges. In the case of exchanges made in the physical store, the customer has 14 consecutive days after the purchase to make the exchange. Please always check the store’s opening hours, as they are subject to change depending on the time of year.
The reasons why customers can request an exchange within the period mentioned above are as follows:
01. The item is too big
02. The item is too small
03. I don’t like the template
04. I’ve changed my mind
If, at the time of the exchange, there is no item in stock that the customer likes, it will always be possible to issue a Gift Card for the amount in question, which can be used for 1 year in all Duna Comporta stores, including the online store www.dunacomporta.pt.
ONLINE SHOP
In accordance with Decree-Law No. 24/2014, of February 14, the customer has 14 consecutive days to cancel their order or, after receiving it at the chosen address, request an exchange/return.
If you choose to pick up your order at Duna Comporta’s physical store, the 14 days start counting from the day you receive notification that your order is ready to be picked up at the store. The reasons why customers can request an exchange or return within the period mentioned above are as follows:
01. The item is too big
02. The item is too small
03. I don’t like the template
04. I’ve changed my mind
05. The item is not as I imagined *
*The photographs are taken in high definition in order to reproduce each product in detail.
Different devices may influence the color of the image and therefore it may not correspond 100% to reality.
On printed items, the position of the design may vary within the same model. For more information, see details on each model’s page.
Items purchased from the online store www.dunacomporta.pt can be exchanged and returned to the physical store (free of charge) if the customer so wishes, without prior notice that they will be doing so, within the time limits mentioned above. Please be aware of the store’s opening hours, as they change depending on the time of year and the store may be closed.
For online exchanges/returns, all shipping costs are borne by the customer. We recommend that items are sent to us by courier or registered mail.
Exchanges made in the online store www.dunacomporta.pt are restricted to the stock available at the time of the exchange.
We do not make reservations and, for this reason, the item will only be out of stock at the time of the exchange. The exchange will only take place when we receive the item at our premises and it has successfully passed our quality control.
PROCEDURE FOR EXCHANGES AND RETURNS IN THE ONLINE STORE
EXCHANGES
As soon as the item arrives at our atelier and successfully passes our quality control, we will contact you by e-mail to let you know if the item you have chosen to exchange is available.
If so, we’ll send you our IBAN number so that you can pay the shipping costs and the difference in value between the items (if the model you’ve chosen is more expensive than the previous one). As soon as we receive proof of payment, the new item will be sent to the address you provided.
RETURNS
As soon as the item arrives at our atelier and successfully passes our quality control, the amount will be refunded using the same payment method used to place the order.
Returns have a maximum of 10 working days to be made once the item has been received at Atelier Duna Comporta.
If the item you have chosen is already sold out at the time of the exchange, you can choose other items available for immediate purchase on our website or transfer the amount to a Duna Comporta card (see OFFER CARD section).
When exchanges are sent outside the European Union, Duna Comporta is not responsible for delays and customs costs. These are borne by the customer.
HOW TO DO IT?
1. send your item together with the invoice to: Atelier Duna Comporta, Rua do Secador, nº 11, Comprta
2. Send an e-mail to geral@dunacomporta.pt with the following information:
– Full name
– e-mail address you want to be contacted at
– Phone number
– Address where you would like to receive your new item
– Invoice number and date
– Reference and size of the item you wish to exchange or return
– Reference and size of the item you wish to receive or indication of return, if desired
– If you have paid by ATM or MBWAY, please provide us with your IBAN.
PURCHASE IN PHYSICAL STORE AND EXCHANGE BY COURIER/MAIL
In order to provide the best service to its customers, Duna Comporta makes it possible to exchange items bought in the physical store via the online store, sending the items by post.
However, as these are items bought in the physical store, any exchange made is subject to the physical store’s exchange policy. Therefore, we do not refund the purchase price in cash, ATM card or credit and the amount will be refunded in the form of a Gift Card, which can be used for 3 years in the Duna Comporta store and at www.dunacomporta.pt.
If the customer exchanges an item for another of a lower value, the difference will also be returned as a Gift Card.
The shipping costs associated with these exchanges are the customer’s responsibility.
