Return and Exchange Policy

Returns 

If the customer wishes to return one or more items, they may do so within 14 days of receiving the order, provided that the products are intact, sealed, complete, and in the original packaging, which must not be damaged, altered, or scratched. The customer must ensure that the returned item(s) reach(es) the facilities indicated below within 28 days of their delivery.

To exercise their right of return, the customer must contact Customer Support, specify the order number, the description or reference of the product(s) they wish to return, and the desired refund method. The refund will be made via bank transfer.  

The customer must also consider whether the product they wish to return was acquired as part of a promotional campaign and if, for that reason, they benefited from any complimentary product. If so, they must return not only the product in question but also the gift they received with their purchase. Both products must comply with the aforementioned guidelines.

It is only possible to return a pack in its entirety. If the customer wishes to return a product that belongs to a pack, they must return all the products that constitute that pack. All products must comply with the guidelines mentioned above.

The item(s) should be sent to the following address:

INÊS FRANCO – Rua Rodrigues de Faria, 103, Ed 1 1st Floor room 1.17, 1300-501 Lisbon

Returns of incomplete, damaged, or scratched products, as well as products without the original packaging and/or label, or products showing signs of use, will not be accepted.

If any item is received in the aforementioned conditions or with the carrier's label directly attached to the packaging, the customer will forfeit the right to be refunded and will have 10 days to collect the item(s) from the facilities indicated above, bearing the collection costs.

 

Exchanges 

The customer must return the item(s), request the respective refund, and make a new purchase. The entire return process is properly described in the RETURNS section.

 

REFUND METHODS 

INÊS FRANCO will strive to refund the customer promptly, ensuring, however, a maximum period of 15 days from the receipt of the return at the warehouse indicated above.

If the payment was made via PayPal, the refund will be credited to the respective PayPal account, becoming available immediately. *

If the payment was made via Multibanco or Mb Way, the customer will be asked to provide the details of the bank account to which they wish the refund amount to be transferred. *

The above-mentioned payment methods may not be available for all countries. To find out which payment methods are available for the customer's country, please read the information provided above under "Payment Terms and Methods."

 

THE RETURN COSTS 

If INÊS FRANCO is notified and it is confirmed that an error occurred in the dispatched product(s) or that defective product(s) were shipped, INÊS FRANCO will bear the return costs by arranging collection of the product(s) at the delivery address. For this purpose, an employee from the returns and refunds department of INÊS FRANCO's Customer Support will contact the customer to schedule the collection and provide any additional clarification on this matter.