Cancellation and Return Policy

Contractual right to return products

The contractual right to return products applies exclusively to products that can be returned in the same conditions in which the Consumer received them. We will not accept returns of products that have been used, or whose labels have been removed and/or cut, that are not returned with the original packaging or that present damage attributable to the Consumer. We do not accept returns of purchases made by companies (Invoiced with a company NIF).

We do not exchange or return sneakers with lights and wheels if the item is not in compliance.

Any alteration to the products beyond simply opening the packaging invalidates the possibility of return.

Products must be returned using or including, cumulatively:

The original packaging;
The order confirmation number;
All product labels, packaging and protective bags for the item

The request for return and termination of the contract must be made via email: info@lusitanna.com within 14 days after receipt of the product by the Consumer (after 14 days the request for return and termination of the contract is no longer possible).

In Portuguese law, the most relevant definition of consumer is set out in Article 2/1 of the Consumer Protection Act (Law No. 24/96 of 31 July). According to its terms, a consumer is anyone to whom goods are supplied, services rendered or any rights are transferred, intended for non-professional use, by a person who professionally carries out an economic activity aimed at obtaining benefits. For example, a private individual who buys a computer in a shop for leisure use will be a consumer. If the aforementioned computer is bought from another private individual or, for example, in a shop, but for use in his or her profession, the purchaser will no longer be a consumer. The qualification of someone as a consumer places him or her under a special protection regime, generically referred to as “consumer rights”. These include, among others, the right to quality goods and services, information for consumption, protection and education for consumption, legal participation and prompt accessible justice.

From the moment you use a company's NIF, your purchase is a purchase for professional use made on behalf of a company, meaning consumer law and the right to return do not apply.

Shipping costs are non-refundable, nor are payment processing costs.

The product(s) must be sent to our address:

PPB SOLUTION UNI LDA

CORONEL CANDIDO TELES STREET 11 - 1 DT

3830-126 ILHAVO

The Customer is responsible for bearing the shipping costs in case of return, he can send it by the carrier he deems most appropriate but he must bear this cost.

It is mandatory to request a return via email: info@lusitanna and indicate which product(s) you wish to return. Any product or products sent without notice and without a formal return request via email will not be accepted.

Packages sent by Consumers/Users must come with a sender, if there is no sender we will not accept the package and the customer, as soon as the item is sent, must indicate via email that they sent the item.

After receiving the returned order, Calçado Lusitanna will check the conformity of the products in question, checking that they are in the exact conditions in which they were shipped, namely with all labels and constituent parts/accessories, original packaging and without having been used and without any damage caused by the Consumer/User.

If the return has been made within the period stipulated in these Conditions, and the product meets all the necessary requirements identified, the return will be made.

If all the conditions described above are not met, the return will be refused and the Consumer/User will be notified by email, indicating the reasons for rejecting the return. Consumer / User You have the option of requesting that products not accepted for return be sent back, assuming the respective return shipping costs.

The provisions of these Conditions do not apply to cases where the products sold are sealed and cannot be returned for reasons of health protection or hygiene, if opened after delivery. In these situations, Calçado Lusitanna reserves the right to refuse the return of products that are opened after delivery.

Refund Method:

In the case of payments by entity and reference, the refund is made via IBAN. In the case of payments by entity and Reference, if you paid using this payment method, you must indicate your IBAN.

In other methods, the refund is made in the same way you paid.

REFUND IS MADE WITHIN A MAXIMUM PERIOD 14 DAYS AFTER RECEIVING THE PRODUCT AT OUR FACILITIES IF EVERYTHING IS IN ACCORDANCE WITH THE INFORMATION ALREADY MENTIONED.

Refunds are made via IBAN in the case of Payments by entity and Reference.