Returns and Exchanges
At Oficina das Motas, customer satisfaction is our top priority. We have a clear and fair returns and exchanges policy to ensure you are completely satisfied with your purchase.
Returns
If you wish to return one or more items, you must notify us of your intention to exercise your right of return within 14 days of receiving the order. However, there are some exceptions that may apply:
1. Sealed products that cannot be returned for health or hygiene reasons if the seal is broken after delivery.
2. Perishable products, such as food or other items with short expiration dates, may not be subject to the right of return.
In order for the return to be accepted, the products must be intact, sealed, complete, and in their original packaging, which cannot be damaged or altered. The deadline for returned products to reach our facilities is 28 days from the delivery date.
How to Request a Return
Contact our customer service to start the return process.
Provide your order number and the reason for the return.
You will receive instructions on how and where to send the product.
Return the product using a traceable shipping method.
To initiate a return, exchange, or claim, the customer must contact us via: geral@oficinadasmotas.com
In case of a claim, the customer must keep the product(s), packaging, invoice, and send photos and videos proving the issue, along with product details (such as batch and expiration date) to: geral@oficinadasmotas.com.
If the return is due to the customer's responsibility, shipping costs will be deducted from the refund amount, if applicable. The customer must send the products by registered mail to the following address:
Oficina das Motas ,Rua das Fontes 58, 4595 Eiriz, Porto NIF: 517 171 678
If the return is due to a defect or error on our part, we will arrange for the product to be collected after scheduling, via phone or email.
For international returns or returns from the islands, the shipment should be sent to the same address. The customer must include their VAT number (NIF) on the invoice for postal services and send the proof to the email.
After verifying the condition of the returned product(s), the refund will be processed within 30 days. Damaged, incomplete, or used products will not be accepted for return.
If the customer sends a product in unacceptable conditions, they will lose the right to a refund and have 10 days to retrieve the product(s), covering the collection costs.
How to Request a Return
- Contact our customer service to start the return process.
- Provide your order number and the reason for the return.
- You will receive instructions on how and where to send the product.
- Return the product using a traceable shipping method.
Refunds
Exchanges
In the case of exchanges, the customer must return the item(s), request a refund, and place a new order for the desired item(s). If the new item is more expensive, you will need to pay the difference. If it is cheaper, we will refund the difference.
Damaged or Incorrect Products
If the reason for the return is the fault of Oficina das Motas (defective, damaged, or incorrect products), we will cover the return shipping costs and arrange for the collection of the products at the customer's home upon scheduling.
Customer Service Channels
Phone
+351 919142850
Address
Oficina das Motas ,Rua das Fontes 58, 4595 Eiriz, Porto NIF: 517 171 678
geral@oficinadasmotas.com