Refund policy

Returns within 30 days

You have 30 days from the day you receive your order (or the last item, if it arrives in several packages) to withdraw from the purchase, without having to explain why. This is your right of withdrawal, provided for in Decree-Law No. 24/2014.

How to return

1) Tell us that you want to return, before the end of the 30-day period: write to contacto@nuanse.online with the order number and the items you want to return. You can use the withdrawal form at the end of this page, but it is not mandatory: a clear statement is enough.

2) We will reply with the address and return instructions.

3) Send the items well packed, at most 14 days after you notified us of the return. Keep the proof of postage.

Condition of the items

You can try the items on as you would in a shop. We ask that you return them unworn, unwashed and with the original tags. If an item is handled beyond what is necessary to establish its nature, characteristics and functioning (for example, worn or washed), we may deduct from the refund any loss in value that results.

If an item is delivered with a hygiene seal (for example, underwear or swimwear), we can only accept it back if the seal has not been removed, for health protection and hygiene reasons.

Return costs

The cost of shipping the return is borne by you. If the item is defective or if we sent the wrong item, we pay.

Refund

We refund all payments you made, including the initial shipping costs (up to the cost of the standard delivery option), within a maximum of 14 days from the day you notify us of the return. We may wait until we have received the items or until you send us proof that you have returned them, whichever happens first.

The refund is made using the same payment method you used for the purchase, at no cost to you. We only refund by voucher or store credit if you ask us to.

Size exchanges

To exchange for a different size, write to us and we will sort it out with you. The exchange is subject to stock availability. If the size you want is not available, we will refund you as set out above.

Legal guarantee: defective items

Regardless of the right of withdrawal, all items have a legal guarantee of conformity of 3 years from delivery, under Decree-Law No. 84/2021. If an item is defective or does not match what was advertised, contact us with photographs at contacto@nuanse.online. You are entitled to repair or replacement, a price reduction or termination of the contract with a refund, as provided by law, and the shipping costs are at our expense.

Complaints

You can submit a complaint in the Electronic Complaints Book (Livro de Reclamações Eletrónico), at www.livroreclamacoes.pt. In the event of a dispute, you can turn to a consumer alternative dispute resolution body (see Terms and Conditions).

Who we are

Francisco Pereira, owner of the NUANSE store
NIF: 259640930
Address: Leiria, Portugal
Email: contacto@nuanse.online

Withdrawal form

(Only complete and send this form if you want to withdraw from the purchase. Send it to contacto@nuanse.online.)

To: Francisco Pereira, NUANSE, Leiria, Portugal, contacto@nuanse.online

I hereby give notice that I am exercising my right of withdrawal from the sales contract for the following goods:

Order number: ____________________
Item(s) to be returned: ____________________
Ordered on (order date): ____________________
Received on (date of receipt): ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Signature of consumer (only if this form is sent on paper): ____________________
Date: ____________________