Exchanges and returns

Return period

The customer has a period of 14 days from the date of receipt of the order to return or exchange the items, provided that they are in perfect condition, without signs of use and in the original packaging.

This right is enshrined in Decree-Law no. 24/2014 of 14 February on distance and off-premises contracts.

Exclusions

It is not possible to return or exchange:

I. Personalised items (article 17 of Decree-Law no. 24/2014);

II. Earrings, for hygiene and safety reasons (article 17, point e) of the same law);

III. Items that are not in perfect condition.

Exchange or Return Procedure

To request a return or exchange, the customer should contact Hérida by e-mail at heridabusiness@gmail.com, indicating:

I. Order number;

II. Full name;

III. Reason for return/exchange;

IV. Photographs of the item (if applicable).

Once analysed, the customer will receive instructions for sending the item.

Shipping costs

I. Return costs are the responsibility of the customer, except in cases of manufacturing defects or shipping errors, in which case Hérida assumes all costs.

II. In the case of exchanges, the costs of re-shipping the new item will be communicated to the customer in advance.

As provided for in article 13 of Decree-Law no. 24/2014, the consumer bears the direct costs of the return, unless the seller agrees to assume them.

Refunds

I. The refund will be made by the same payment method used for the purchase, within a maximum of 14 working days of receipt and verification of the item.

II. In the event of a price reduction or partial return, only the amount corresponding to the returned item(s) will be refunded.

In accordance with article 12 of Decree-Law no. 24/2014, the refund must be made within a maximum of 14 days from the communication of the cancellation decision, and may be withheld until the returned goods are received.

Guarantee

All Hérida parts are covered by a 2-year legal guarantee, as provided for in Decree-Law 84/2021 of 18 October, which transposes Directive (EU) 2019/771 on contracts for the sale of goods.

During this period, if a manufacturing or conformity defect is found, the customer has the right to request repair, replacement, price reduction or termination of the contract (articles 15 et seq. of Decree-Law 84/2021).

The customer must notify Hérida of the defect within a maximum of 2 months of its detection (Article 23(2) of the same law), by emailing heridabusiness@gmail.com, providing proof of purchase and, where possible, photographs illustrating the defect.

The guarantee does not cover damage resulting from improper use, natural wear and tear, contact with chemicals, perfumes, water or situations in which the recommendations in the Care of Hérida pieces section have not been followed.