Refund policy

This policy defines the shipping, return, and refund terms of the Sampedro online store, in compliance with Decree-Law no. 24/2014 (distance contracts) and Decree-Law no. 84/2021 (consumer rights in the purchase and sale of goods).

1. SHIPPING POLICY

1.1. Processing and Deadlines After payment confirmation, the order will be processed and dispatched within 24 to 72 business hours (except in cases of stockout or high volume periods, such as Black Friday).

  • Mainland Portugal: Estimated delivery in 1 to 2 business days after dispatch.

  • Islands (Azores and Madeira): Estimated delivery in 3 to 7 business days.

  • International: The timeframe varies according to the destination and will be displayed at checkout.

1.2. Carrier and Tracking All shipments are made through a trusted carrier. Once the order is dispatched, the customer will receive an email with the tracking number to follow the delivery.

1.3. Failed Deliveries It is the customer's responsibility to ensure that the address provided is correct and complete.

  • If the order is returned to Sampedro due to an incorrect or incomplete address, or prolonged absence of the recipient, the costs of a new shipment will be borne by the customer.

  • If the customer opts to cancel the order following a return due to an incorrect address, the value of the products will be refunded, deducting the initial shipping costs borne by Sampedro.

2. RIGHT OF WITHDRAWAL (RETURNS DUE TO CHANGE OF MIND)

The customer has 14 days after receiving the order to request the return of any item, without the need for justification.

2.1. Conditions for Acceptance To be eligible for a return, the item must strictly meet the following requirements:

  • Be in the same condition as received: new, unused, unwashed, and odorless.

  • Contain all original tags intact.

  • Be in the original packaging (PVC bags, boxes, etc.).

  • Be accompanied by the receipt or proof of purchase.

2.2. Excluded Products (We do not accept returns) For health protection and hygiene reasons, we do not accept the return of:

  • Sealed products that have been opened after delivery (e.g., mattress protectors, pillows), if they are no longer sealed.

  • Personalized products or those made to measure specifically for the customer.

2.3. Who pays for return shipping? In the case of the right of withdrawal (change of mind or exchange of size/color at the customer's option), the shipping costs for returning the item to our warehouse are the customer's responsibility.

3. DEFECTIVE OR INCORRECT PRODUCTS (WARRANTY)

If you receive an item with a manufacturing defect, damaged in transport, or different from what you ordered, we apologize for the inconvenience.

3.1. Procedure The customer must inspect the order at the time of delivery. If anomalies are detected, you must contact us immediately (within a maximum of 48 hours for transport damage or within the legal warranty period for manufacturing defects) via email at online@sampedro.pt, sending:

  • Order number;

  • Description of the problem;

  • Clear photographs of the defect or damage.

3.2. Costs Once the defect or error on our part is confirmed, Sampedro will assume the collection of the item and the shipment of the new item at no cost to the customer. If you prefer a refund, this will be full (including original shipping costs).

4. HOW TO INITIATE A RETURN

  1. Send an email to online@sampedro.pt requesting the return, indicating the order number and the items to be returned.

  2. Wait for our confirmation with shipping instructions.

  3. Pack the items well so they do not suffer damage during transport.

  4. Send to the following address:

Empresa Industrial Sampedro S.A. Rua São Pedro 227, 4815-176 Lordelo Guimarães Portugal

Note: We are not responsible for returns lost before reaching our warehouse.

5. REFUNDS

5.1. Once the return is received and inspected by our quality team (which may take up to 7 business days after arrival), we will send an email notifying the approval or rejection of the refund.

5.2. Timeframe and Method If approved, the refund will be processed automatically to the original payment method (MB WAY, Multibanco, Payshop, Credit Card, Google Pay, and Apple Pay). The refund will be issued within a maximum of 14 days (according to the law), although it is usually faster. Note that your bank or card issuer may take additional time to process and reflect the amount in your account.

6. EXCHANGES

We do not perform direct product exchanges (e.g., exchanging Blue for Green). The fastest and most efficient procedure is:

  1. Return the item you do not want (following the process above) to obtain a refund.

  2. Place a new purchase in the online store for the correct item/color. This way, the shipment of the new piece is immediate and does not depend on the arrival of the return.

7. ALTERNATIVE DISPUTE RESOLUTION

In the event of a dispute, the consumer may resort to an Alternative Consumer Dispute Resolution Entity. Competent entity: TRIAVE - Centro de Arbitragem de Conflitos de Consumo do Vale do Ave (Guimarães). More information at the Consumer Portal: www.consumidor.pt.