Returns & Exchanges

Returns and Refunds Policy

At FamilyVale, our customers' satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below.

Return period

You have 14 days after receiving your order to request a return of an item.

Conditions

During the legal right of withdrawal period, the consumer may inspect the item to verify its nature, characteristics, and functioning, just as they would in a physical store. The item should preferably be returned with its existing accessories and packaging, without prejudice to legal rights. The consumer may be liable for any depreciation resulting from handling that exceeds what is necessary for such verification, in accordance with the law.

Excluded products

Exceptions to the legal right of withdrawal apply only in cases provided for by law, namely for certain clearly personalized items and sealed goods that are not suitable for return due to health protection or hygiene reasons when the seal is removed after delivery, provided the respective legal requirements are met. The product category, by itself, does not eliminate consumer rights.

Refunds

When the consumer validly exercises the right of withdrawal, we will refund the payments received, including the initial delivery costs up to the value of the least expensive standard delivery method offered, within the legal period of 14 days after being informed of the decision. The refund may be withheld until the goods are received or proof of their shipment is provided, in accordance with the law. Unless otherwise agreed, the same payment method used for the initial transaction will be used, at no cost to the consumer.

Damaged products or order errors

If you receive a damaged item or one different from what was ordered, please contact us as soon as possible, preferably with photographs, via info@familyvale.pt or WhatsApp +351 932 217 540. This recommendation does not limit or reduce legal deadlines and rights regarding warranties and claims for lack of conformity.

Return costs

In cases of withdrawal due to a simple change of mind, the direct costs of return are borne by the consumer when they have been previously informed and the law allows it. In the event of a lack of conformity of the goods or an error attributable to the seller, the costs associated with exercising the consumer's legal rights are covered in accordance with applicable legislation.

Return instructions

Contact us via email or WhatsApp to report the return and obtain instructions and the shipping address. The future store is not yet available for in-person returns.

Contacts and Portuguese identification

FamilyVale · trade name
José Pedro do Vale Monteiro · sole proprietorship (Portugal)
Tax ID (NIF): 270669876
Fiscal address: Calçada de São Domingos 66, 4815-743 São Paio Vizela, Portugal
Website: familyvale.pt
Email: info@familyvale.pt
Phone: +351 932 217 540
WhatsApp: +351 932 217 540