Effective Date: 1st Jan 2025

At LisboFit, customer satisfaction is our top priority. We aim to provide high-quality custom-made products that meet your expectations. However, we understand that sometimes things may not go as planned. This Refund and Returns Policy outlines your rights and the process for refunds and returns.

1. Eligibility for Refunds and Returns

Since we specialize in custom-made products, refunds and returns are subject to the following conditions:

1. Custom-Made Items
   • Refunds or returns are only accepted if the product has a manufacturing defect or does not match the order specifications provided at the time of purchase (e.g., size, fabric, or design errors).
   • Minor deviations in color, fabric texture, or stitching are inherent to handcrafted products and are not considered defects.
2. Standard Items (Non-Customized Products)
   • Returns are accepted within 30 days of delivery if the product is unused, in its original packaging, and accompanied by a receipt or proof of purchase.
3. Sale or Clearance Items
   • Items purchased during sales or on clearance are final and non-refundable unless they have a manufacturing defect.

2. Non-Refundable Situations

We cannot process refunds or returns for:

• Incorrect measurements or details provided by the customer.
• Damage caused by misuse, improper care, or accidents.
• Requests submitted after the stated refund and return period.

3. Return and Refund Process

If you believe your order qualifies for a refund or return, follow these steps:

1. Contact Us
   • Reach out to our Customer Support team within 7 days of receiving your order.
   • Email: [email protected]
   • Phone or Whatsapp: +351 969 244 070 
2. Provide Documentation
   • Include your order number, a detailed description of the issue, and photos of the product showing the defect or discrepancy.
3. Evaluation
   • Our Quality Control team will review your request within 5 business days. If approved, we will provide instructions for returning the product.
4. Return the Item
   • Ship the product to the address provided by our team.
   • Customers are responsible for return shipping costs unless the issue is due to our error.
5. Receive Your Refund
   • Once we receive and inspect the returned product, we will process your refund. Refunds are issued to the original payment method within 7-14 business days.

4. Exchanges

We do not offer direct exchanges for custom-made products. If a replacement is required due to a defect or error, we will remake the product at no additional cost.

5. Cancellations

• Custom Orders: Orders can be canceled within 24 hours of placement. After this period, materials are ordered, and production begins, making cancellations impossible.
• Standard Items: Orders can be canceled before shipment. Contact our support team immediately to request a cancellation.

6. Shipping and Handling Fees

• Shipping fees are non-refundable unless the return is due to our mistake.
• If a free shipping promotion was applied, the actual shipping cost may be deducted from the refund amount if the return is not due to a defect.

7. Damaged or Lost Products in Transit

If your order arrives damaged or is lost during transit:

1. Contact us immediately upon receipt of the damaged package.
2. Provide photos of the packaging and product.
3. We will file a claim with the shipping provider and work to resolve the issue promptly.

8. Contact Information

If you have any questions or concerns about this Refund and Returns Policy, please contact us:

• Email: [email protected]
• Phone or Whatsapp: +351 969 244 070
• Business Address: Rua Galileu Saude Correia nº3, Almada, 2800-692, Portugal

We appreciate your understanding and cooperation in adhering to our Refund and Returns Policy. Thank you for choosing LisboFit!