Casa Lourenço

If you want to return a product bought in the Casa Lourenço online store, you can start the process directly in your customer area by selecting the order you want to return.

Alternatively, you can contact our customer support team by email at geral@casalourenco.com or by telephone on +351 251 654 354, stating the order number, the product you want to return and the reason for the request, where applicable.

Once we receive your request, our team will explain the next steps, including the return conditions and how to send or hand in the item.

Items can be returned by sending the product or by handing it in at one of the Casa Lourenço physical stores, following the instructions given by our team.

Whenever possible, the product should be returned with its accessories, documentation and original packaging, taking into account the characteristics of the item and the applicable legal conditions.

After receiving and checking the product, Casa Lourenço will process the request, including the refund or another legally applicable solution, as appropriate.

Casa Lourenço seeks to ensure that the products purchased match the characteristics shown in the online store.

For distance purchases made by consumers, the right of withdrawal generally applies within the legal period of 14 days, without the need to give a reason, except for the exceptions provided for in the applicable legislation.

This right must be exercised in accordance with the legally established procedures and deadlines. Where applicable, the consumer may have to bear the direct costs of the return, provided they were duly informed of this before the purchase.

The consumer may examine the products as far as necessary to establish their nature, characteristics and functioning. The consumer may be liable for any reduction in the value of the item resulting from handling beyond what is necessary for that purpose, under the terms of the law.

Products subject to specific conditions

Due to the nature of some items sold by Casa Lourenço, specific return conditions may apply, taking into account the characteristics of the product and the applicable legislation.

Exceptions to the right of withdrawal will only apply when they are provided for by law and their requirements are met. They may include, for example, products made to the customer's specifications or clearly personalised, under the applicable legislation.

The fact that a product has specific characteristics does not automatically exclude consumer rights. Each situation will be assessed in accordance with the applicable legislation.

Damaged or non-conforming products

If you receive a damaged or incomplete product, or one different from what you ordered, please contact Casa Lourenço with the order number and a description of the situation. If possible, attach photos that help assess the problem.

Requests relating to a lack of conformity will be handled in accordance with the applicable legal rights and warranties.

Refunds

When a refund is due, it will be made in accordance with the deadlines, conditions and means provided for in the applicable legislation.

In cases of withdrawal, the refund must comply with the legal rules on the amounts to be refunded, delivery costs and the possibility of waiting until the goods are received or proof of their dispatch is provided, where applicable.

The specific return and refund conditions will be communicated to the customer while the request is being handled, without prejudice to the rights legally granted to consumers.

Casa Lourenço offers delivery by carrier and in-store collection, according to the options shown during checkout.

Delivery by carrier

Orders are sent to the address given by the customer at checkout.

The applicable shipping costs and delivery times will be shown during the ordering process whenever possible. The actual delivery time may vary depending on the product, availability, the delivery address and the carrier's operating conditions.

If Casa Lourenço becomes aware of any significant delay, we will try to inform the customer and provide the necessary information.

In-store collection

The customer can select one of the stores offered during checkout to collect the order.

In-store collection is free, and the order may take 2 to 3 working days to be ready for collection, in both stores, Monção and Melgaço.

Please wait for confirmation that the order is ready before going to the store.

Receiving your order

On delivery, we recommend checking the outer condition of the packaging and of the products received.

If you notice any damage, missing items or any discrepancy with the order, please contact Casa Lourenço so that the situation can be assessed.

Reporting an issue does not affect the consumer's legal rights.

Product availability

The preparation and shipping of orders depend on the availability of the items and the conditions required to ship them.

If, after the order is placed, an issue arises that affects the shipping of a product, Casa Lourenço will try to contact the customer to explain the situation and present the legally applicable options.