Cancellation and Refund Policy
Contractual right of return for products
The contractual right of return for products applies exclusively to products that can be returned in the same condition in which the Consumer received them. Returns will not be accepted for products that have been used, have had their labels removed and/or cut, are not returned with their original packaging, or show damage attributable to the Consumer.
We do not accept returns for purchases made by businesses, i.e., invoiced with a business tax identification number (NIF).
We do not exchange or refund sneakers with lights and wheels, except in case of non-conformity of the item.
Any alteration of the products beyond the mere opening of their packaging invalidates the possibility of return.
Conditions for return
Products must be returned using or including, cumulatively:
- the original packaging;
- the order confirmation number;
- all tags, product packaging, and protective bags for the item.
The request for return and contract termination must be made via email to info@lusitanna.com within 14 days of the Consumer's receipt of the product. After this period, the request for return and contract termination will no longer be possible.
Under Portuguese law, in accordance with Article 2, no. 1, of the Consumer Protection Law (Law no. 24/96, of July 31), only those who acquire goods for non-professional use are considered consumers. From the moment a business NIF is used, the purchase is considered for professional use, and consumer law and the right of return do not apply.
Shipping costs are not refundable, nor are payment processing fees.
In cases where the purchase benefited from a quantity discount, the refund will be adjusted accordingly if, after a partial return, the minimum quantity required to maintain that discount is no longer met. Example: if the Customer purchases 3 items with a quantity discount and returns 2, keeping only 1 item, that item will no longer benefit from the initially applied quantity discount, and the refund value will be recalculated accordingly.
Return shipping procedure
The product(s) must be sent to:
PPB SOLUTION UNI LDA
Rua Coronel Cândido Teles, 11 - 1.º Dt.
3830-126 Ílhavo
The Customer is responsible for bearing the shipping costs in case of return, and may choose the carrier they deem most convenient, but always bearing that cost.
It is mandatory to request the return via email ( info@lusitanna.com) and indicate which product(s) you wish to return. Products sent without prior notice and without a formal request will not be accepted.
All packages must have a visible sender. Once the item is shipped, the Customer must communicate the shipment via email.
The product must be sent by the Consumer to the Merchant within a maximum of 14 consecutive days after the date of receipt.
If the package does not reach the Merchant within these 14 days, the return will only be accepted if the Consumer proves that they shipped it within the legal period of 14 days, through valid proof of shipment, such as: CTT receipt, tracking code, or carrier receipt.
Verification
Upon receipt of the returned order, Lusitanna will verify the conformity of the products, assessing whether they are in the exact conditions in which they were shipped: with labels, accessories, original packaging, unused and without damage attributable to the Consumer.
If the return meets all requirements, the refund will be processed.
If it does not comply, the return will be refused, and the Customer will be informed by email of the reasons. The Customer may request the product to be resent, bearing the respective shipping costs.
Exception: sealed products that cannot be returned for reasons of health protection or hygiene, when opened after delivery, cannot be returned.
Order cancellation
Order cancellation before shipping is only possible up to 15 minutes after purchase.
After this period, the Customer will have to wait for the item to be received and, if they wish, initiate the return process.
The formal request must be made by email to info@lusitanna.com, indicating the order number and reason.
Important note: simply sending an email saying “CANCEL” is not valid. It is essential that the email is clear and formal.
Payment processing fees are not refundable.
Refund method
- Payments by entity and reference: refund made by IBAN; the Customer must provide their IBAN.
- Payments with voucher: the amount is returned to the same voucher.
- Other payment methods: the refund is made by the same payment method used for the purchase.
The refund is processed within a maximum of 14 days after the product is received at our facilities, provided all conditions are met.
Vouchers and gift cards
We do not refund gift cards and digital vouchers issued in exchange for items.
Whenever the Customer chooses to exchange a product for a voucher/gift card, the respective value will be available exclusively for future purchases at Lusitanna, and will not be converted into cash.
The digital gift card is sent by email, with instructions for use and validity period, when applicable.
Once issued, it cannot be returned, exchanged, or replaced.
In case of loss or deletion of the email, Lusitanna is not responsible for its replacement.