Política de reembolso
REFUND POLICY
Our Policy
All LusaWave products are made to order specifically for each customer. Because of this, we do not accept returns or exchanges for the following reasons:
- Incorrect size selection
- Change of mind
- Personal preferences
- Incorrect address provided by the customer
Please carefully check the size guide and product details before completing your purchase.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or with a printing error, please contact us within 30 days of receiving your order at lusawave@sapo.pt with:
- Your order number
- Clear photographs of the product
- A description of the problem
After review, we may offer one of the following solutions at no additional cost:
- Full refund to your original payment method
- Free reshipment of the correct product
Refunds are processed within 10 business days of approval.
Lost Orders
If your order is confirmed lost by the carrier, we will arrange a reshipment or full refund after investigating the situation.
Incorrect Address
Customers are responsible for providing the correct shipping address at the time of purchase. If an order is returned due to an incorrect or incomplete address, a new shipping fee may be charged to resend the product.
Right of Withdrawal — European Union
Under European law, consumers have the right to cancel online purchases within 14 days. However, this right does not apply to personalized or made-to-order products (Article 16(c) of Directive 2011/83/EU). Since all LusaWave products are individually produced after each order, they fall under this legal exception.
Contact
For any questions related to returns or refunds: Email: lusawave@sapo.pt Store: LusaWave