Refund policy

Right of Withdrawal

For distance purchases, you have 14 days to withdraw from the contract without having to provide any reason. The withdrawal period begins on the day you receive the item. If an order contains several items delivered separately, the period begins on the day you receive the last item.

How to Return an Item

1. Notify us of your decision within the 14-day period by emailing geral@dheritage.pt, either through an unequivocal statement or by using the withdrawal form available upon request.
2. Once you have notified us, you have 14 days to return the item.
3. The item must be returned unused, with all tags intact and in its original packaging.

Return Costs

When exercising the right of withdrawal, the direct costs of returning the item are borne by the customer. If the item is defective or does not conform to the order, all associated costs will be borne by D'HERITAGE, as described in the Warranty section below.

Refunds

Refunds are issued within 14 days from the date on which we receive notification of your decision, using the same payment method used for the purchase. We may withhold the refund until we receive the returned item or proof that it has been sent back.

Exchanges

In addition to your right of withdrawal, we offer, as a commercial courtesy, the option to exchange an item for a different size or colour.

• Exchange requests must be made within 14 days of receiving the item.
• The item must be unused, with all tags intact and in its original packaging.
• Exchanges are subject to stock availability in the requested size or colour. If the requested item is unavailable, we will issue a refund.
• Shipping costs associated with the exchange are covered by D'HERITAGE.

To request an exchange, please email geral@dheritage.pt, stating your order number and the item you would like to receive.

Warranty

All items are covered by the 3 year statutory guarantee of conformity provided under Portuguese law for new movable goods.

• For the first 2 years, any lack of conformity is presumed to have existed at the time of delivery.
• In the third year, the consumer must show that the lack of conformity existed before delivery.
• Where an item does not conform, you are entitled to repair, replacement, a price reduction or termination of the contract, as provided by law.
• Within the first 30 days after delivery, you may opt immediately for replacement or termination of the contract.

To make a claim, contact us at geral@dheritage.pt with your order number, a description of the issue and, where possible, photographs.

A note on natural fibres. The slight irregularities in linen, known as slub, are inherent to the natural fibre and are not a defect. Likewise, the patina that vegetable tanned leather develops with use is part of the material's natural evolution. Colours and product appearance may differ slightly from how they appear on your screen, depending on your device and its settings. These variations do not constitute a lack of conformity.

Exceptions: Personalised Items

Some items can be made to measure or personalised on request, including custom fit, long sleeve, or initials and monogramming. As they are made to your individual specifications, these items are not covered by the 14 day right of withdrawal and are not eligible for exchange. This exclusion does not affect your rights where an item is faulty, which remain fully protected under the 3 year statutory guarantee.

Leather goods, although made to order, are not considered personalised items and retain the full right of withdrawal.

Complaints and Dispute Resolution

The electronic Complaints Book is available to you at www.livroreclamacoes.pt.

In the event of a consumer dispute, you may refer the matter to the alternative dispute resolution body with jurisdiction for the area in which D'HERITAGE is based:

CICAP · Consumer Arbitration Tribunal (Centro de Informação de Consumo e Arbitragem do Porto) Rua Damião de Góis, 31, Loja 6, 4050-225 Porto, Portugal Telephone: +351 225 508 349 · Email: cicap@cicap.pt · www.cicap.pt

A complete and up to date list of ADR bodies is available at www.consumidor.gov.pt.