Exchange, Return, and Cancellation Policy

1. Return of Defective Products

Customers are entitled to return products if the items received are found to be defective or otherwise non-compliant with the products ordered.

The return request must be submitted within 14 days of identifying or reporting the defect. The product must retain its identification label and, whenever possible, its original packaging.

Upon receipt of the returned item, Customer Support will assess the product and inform the customer whether they are entitled to a refund, where applicable.

If the defect or non-conformity is confirmed, the full amount paid will be refunded.

The refund will be issued using the same payment method used for the order. In the case of payments made via Multibanco reference, the customer may be asked to provide their IBAN so that the refund can be processed by bank transfer.

2. Returns Due to Withdrawal

If customers are not satisfied with the products received, they may request a return within 14 calendar days of receiving the order.

The right of return only applies if the products:

• Have not been used, washed or damaged;

• Retain their original characteristics;

• Are returned complete, including all items that are part of a set or bundle;

• Retain their identification label;

• Are returned in their original packaging or other suitable packaging, where applicable.

3. Returns of Gifted Products

We do not accept return requests directly from the recipient of a product that was purchased as a gift by another person.

In such cases, the recipient should contact the person who made the purchase so that they can submit the return request in accordance with these terms and conditions.

4. Exchanges, Returns and Cancellations

To request an exchange, return or cancellation, please follow the steps below:

• Go to the footer of the online store and select the option "Exchanges, Returns and Cancellations".

• You will be redirected to your customer account, where you can access your orders.

• Within the relevant order, you should:

  • Click the Cancel button if the order has not yet been processed;

  • Click the Return/Exchange button if the order has already been processed.

You may also access your customer account directly through this link.

After submitting your request, please follow the instructions displayed in your customer account to complete the process.

5. Preparing the Item for Return or Exchange

After submitting a return or exchange request, you should prepare the item for shipment or collection.

You may use the original packaging in which you received the order or another suitable cardboard box, provided it is not damaged.

The item must be properly packed and the package securely sealed. If the box contains labels, stickers or any other materials from previous shipments, these should be removed.

6. Collection or Shipment of the Item

The collection or shipment of the item will be carried out according to the instructions provided during the return or exchange process.

Where applicable, collections are carried out on business days only.

7. Refunds

Upon receipt and inspection of the returned product, Erago Home will inform the customer whether they are entitled to a refund, where applicable.

The refund will be issued using the same payment method used for the original order. For payments made via Multibanco reference, the refund may be processed by bank transfer to the IBAN provided by the customer.

As a general rule, refunds will be processed within 10 business days after the return has been approved.