Refund policy

REFUND AND RETURNS POLICY

Last updated: 12 August 2026

At Impressão Tua, a large proportion of our products are made especially for each customer.

For this reason, return conditions differ depending on whether the item is a personalised product or a non-personalised product.

We recommend reading this policy before completing your order.

1. PERSONALISED PRODUCTS

Personalised products made according to the instructions, choices or files supplied by the customer are not eligible for return, exchange or refund due to a change of mind, regret or an incorrect customer choice.

Personalised products include, among others:

  • Items featuring names, phrases or text chosen by the customer;

  • Items featuring photographs;

  • Items featuring logos;

  • Items featuring drawings or illustrations supplied by the customer;

  • Items produced using files supplied by the customer;

  • Products personalised with specifically requested colours, positions or features;

  • Items produced specifically according to the customer’s instructions.

Because these products are produced specifically for each order, they normally cannot be placed back on sale.

The exclusion of returns for a change of mind does not affect the customer’s statutory rights if the product is defective, contains a production error or does not match the order placed.

2. APPROVAL OF PERSONALISATION

Whenever a preview, proof or design confirmation is sent before production, the customer is responsible for carefully checking:

  • Text and spelling;

  • Names;

  • Numbers;

  • Logos;

  • Images;

  • Colours;

  • Position of the personalisation;

  • Any other information shown in the preview.

Once approved by the customer, production will be based on that version.

Errors already present in a file or design expressly approved by the customer do not, in themselves, constitute grounds for a return or refund.

This does not limit the consumer’s statutory rights where there is an actual lack of conformity.

3. NON-PERSONALISED PRODUCTS

For products that have not been personalised or produced according to the customer’s individual specifications, consumers may exercise their statutory right of withdrawal for distance purchases where applicable.

The request must be communicated within 14 days of receiving the order.

To start a return, contact info@impressaotua.com.

Please include:

  • Name;

  • Order number;

  • Product you wish to return;

  • Reason for contacting us.

We will reply with the instructions required to complete the return.

4. CONDITION OF RETURNED PRODUCTS

For returns of non-personalised products under the right of withdrawal, the item must be returned in suitable condition.

The customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning.

If the product has been handled beyond what would normally be permitted in a physical shop and this results in a reduction in value, the customer may be liable for that diminished value in accordance with applicable law.

Where possible, we recommend returning the product:

  • Clean;

  • Without damage caused by the customer;

  • With any accessories supplied with it;

  • Properly protected for transport.

5. RETURN COSTS

For returns of non-personalised products made solely under the right of withdrawal, the direct cost of return is borne by the customer, unless Impressão Tua states or agrees otherwise.

Where the return results from:

  • A defective product;

  • An incorrect item;

  • A production error attributable to Impressão Tua;

  • Another legally recognised lack of conformity;

the costs necessary to restore conformity will be borne in accordance with applicable law.

6. DEFECTIVE PRODUCTS OR INCORRECT ORDERS

If you receive a defective, damaged, incorrectly produced or different product from the one ordered, contact info@impressaotua.com.

We recommend including:

  • Order number;

  • Description of the problem;

  • Clear photographs of the item;

  • Photographs of the defect or error concerned.

We will review the situation and contact you with an appropriate solution.

Depending on the circumstances and applicable law, you may be entitled to:

  • Repair;

  • Replacement;

  • Price reduction;

  • Termination of the contract and the corresponding refund.

This protection also applies to personalised products.

The fact that a product is personalised does not remove the consumer’s statutory rights where there is an actual lack of conformity.

7. ERRORS IN FILES SUPPLIED BY THE CUSTOMER

Impressão Tua produces items based on the files and information supplied or approved by the customer.

The following will not be treated as production defects when they result directly from customer-supplied material or choices:

  • Spelling mistakes in the supplied file;

  • Low-resolution images;

  • Blurred or pixelated files;

  • Incorrect information supplied by the customer;

  • An incorrect design supplied or approved by the customer;

  • An incorrect size choice where the item supplied matches the size ordered;

  • Other features expressly requested and subsequently produced according to those instructions.

If we identify an obvious issue before production, we will try to contact the customer for confirmation whenever reasonably possible.

8. COLOUR DIFFERENCES

Colours displayed on a screen may vary slightly depending on the device, brightness, monitor settings and characteristics of the file used.

Printing techniques and different materials may also result in small variations in shade.

These situations will be assessed case by case and do not limit the customer’s statutory rights where there is a genuine lack of conformity.

9. CANCELLATION OF PERSONALISED ORDERS

If you wish to cancel a personalised order, contact us as soon as possible at info@impressaotua.com.

Because the product is made to the customer’s specifications, we cannot guarantee cancellation or a refund.

If production has not yet started, we may consider cancellation as a goodwill measure.

This is discretionary and will be assessed individually.

10. REFUNDS FOR NON-PERSONALISED PRODUCTS

Where a return is accepted and a refund is due, it will be processed using the same payment method used for the purchase unless otherwise agreed with the customer.

For statutory withdrawals, refunds will be made within the legally applicable time limits.

Where permitted by law, we may wait until the returned goods are received, or until evidence of return shipment is provided, before completing the refund.

The refund includes the amounts legally due in relation to the purchase and the standard delivery method.

If the customer expressly chose a delivery method that was more expensive than the standard method offered by Impressão Tua, the additional delivery cost does not have to be refunded where the law so provides.

11. TIME LIMIT FOR RETURNING A NON-PERSONALISED PRODUCT

After notifying us that you are exercising your right of withdrawal, the product must be sent back within the applicable legal time limit.

Do not send any product without first contacting Impressão Tua.

After we receive your request at info@impressaotua.com, we will provide the necessary return instructions.

12. UNDELIVERED ORDERS OR INCORRECT ADDRESS

The customer is responsible for checking that the delivery details provided with the order are correct.

If an order is returned because of:

  • An incorrect or incomplete address supplied by the customer;

  • Recipient absence;

  • Failure to collect the order;

  • Unjustified refusal of delivery;

the costs associated with a new shipment may be charged where applicable.

These situations will be assessed individually and in accordance with the consumer’s statutory rights.

13. DELAYED REFUNDS

After we confirm that a refund has been issued, the time it takes to appear in the customer’s account may vary depending on the bank, financial institution or payment method used.

If we have already confirmed that the refund has been processed but the amount is not yet available, we recommend contacting your bank or payment provider first.

If the issue continues, contact us at info@impressaotua.com.

14. CONSUMER STATUTORY RIGHTS

Nothing in this Refund and Returns Policy is intended to exclude or limit rights that consumers are mandatorily granted under applicable Portuguese or European law.

If this policy conflicts with a mandatory consumer-protection provision, the applicable law will prevail.

15. CONTACT

For questions relating to returns, defective products or refunds:

Email: info@impressaotua.com
Website: www.impressaotua.com
Phone: +351 930 629 209