Refund policy

Returns & Exchanges Policy

1. Right of Withdrawal

If the customer is not satisfied with the products provided, they may return them within 14 days of receipt. To exercise the right of withdrawal, the customer must notify us by email (apoiocliente@frederica.com). To meet the withdrawal deadline, it is sufficient that the communication is sent before the 14-day period expires.

The right of return only applies if the products:

  • Have not been washed or used;
  • Retain their original characteristics and sealed packaging in original condition;
  • Are complete (e.g., both items of a pair must be returned);
  • Have not been altered and still have the identification tag.

Frederica will process the refund within 14 days from the date of confirmation via email of the right to a refund. The refund will be made using the same payment method used for the purchase, except when payment was made via entity/reference. In this case, an IBAN will be requested to process the refund.

After informing Frederica of the withdrawal, the customer must place the goods in packaging (the original can be used) and send them to the following address: Rua de São João, Lt 110, Serra de Casal de Cambra, 2605-308 Belas, without undue delay and no later than 14 days from the day of notification. The deadline is met if the goods are returned before the 14-day period expires. The customer bears the direct cost of returning the goods.

The right of withdrawal does not apply in the following cases:
a. Goods made according to the customer’s specifications or clearly personalized;
b. Goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
c. Sealed goods that are not suitable for return due to health protection or hygiene reasons once opened;
d. Goods which, after delivery, are inseparably mixed with other items;
e. Supply of newspapers, magazines, or digital content.

2. Return of Defective Products

The customer has the right to return products if they are defective or not in conformity with the order. Returns can be made within 14 days. The customer must inform Frederica by email, attaching a photo that proves the defect.

Frederica will analyze the photo and inform the customer about the right to a refund. If the defect is confirmed, Frederica will arrange collection of the product via courier (at no cost to the customer) and issue a refund within 14 days from confirmation via email.

If the defect cannot be verified through the photo, the customer must send the product at their own expense, following the procedure in point 1. If the defect is confirmed, shipping costs will be refunded along with the product value within 14 days.

3. Returns of Gifts

In addition to the above conditions, the return of a gifted product must be carried out by the person who purchased it. The customer must contact the buyer so they can proceed with the return according to the applicable conditions (defect, non-conformity, or withdrawal). All products must comply with the conditions stated in point 1.

4. Returns of Promotions/Campaigns

In addition to the above conditions, the customer should note whether the product was purchased under a promotional campaign and included a free gift. In such cases, both the product and the gifted item must be returned. All products must comply with the conditions stated in point 1.

5. Returns of Packs/Kits

In addition to the above conditions, packs/kits can only be returned in full. If the customer wishes to return a product that is part of a pack, all items included in that pack must be returned. All products must comply with the conditions stated in point 1.

6. Exchanges for Different Sizes or Items

For exchanges and returns the items must be in perfect condition and in their original sealed packaging. Exchanges are subject to stock availability. The customer has a period of 14 days from the date of delivery to request an exchange.

In the case of exchanging an item for a different one, any campaign or promotion applied to the original purchase will not be maintained, unless otherwise stated in the respective promotional campaign. Therefore, promotions are only maintained in the case of exchanges for a different size or color of the same item.

Purchased products may only be exchanged once. If, after the exchange order, the customer is not satisfied, they may only proceed with returning the order.

The customer must inform Frederica of their intention to exchange the product and will bear all associated costs. The customer is also responsible for the return logistics. The new product will only be shipped after the returned item has been received and verified for compliance.

7. Return or Exchange Procedure

Step 1: Send an email to apoiocliente@frederica.com with the following completed form:

I hereby inform you that I withdraw from my contract of sale for the following product: [describe the product].
Reason:
Received on //____
Consumer name / Order number:
If payment was made via entity/reference, please provide the IBAN for the refund.

Step 2: Place the item(s) in suitable packaging (original or other appropriate packaging) and send to:
Rua de São João, Lt 110, Serra de Casal de Cambra, 2605-308 Belas.

Step 3: After receiving and inspecting the product, Frederica will inform the customer. The refund will be issued using the same payment method used for the purchase, except for payments via entity/reference, in which case an IBAN will be requested.