Refund policy

🏷️ Store Information

Store name: Prendora Owner: Miguel Marques Tax ID (NIF): 257435778 Address: Rua Fonte de Baixo, Viseu, Portugal Contact email: miguel.visualss@gmail.com


🔄 Return Policy (14 Days)

At Prendora, we offer a 14‑day return policy, meaning you have up to 14 days after receiving your order to request a return.

To be eligible for a return, the product must be:

  • In the same condition as received

  • Unused, undamaged, and without signs of wear

  • With all original tags

  • In the original packaging

  • With proof of purchase

To start a return, contact us at: miguel.visualss@gmail.com

Returns must be sent to: Rua Fonte de Baixo, Viseu, Portugal

Items sent back without prior contact and approval will not be accepted.


🚚 Return Shipping Costs

Return shipping costs are covered by the customer, except in cases where:

  • The product is damaged

  • The product is defective

  • The product received is incorrect

If your return is accepted, we will send detailed instructions on how to proceed.


🛠️ Damages and Issues

Please inspect your order upon reception. If the item is damaged, defective, or if you received the wrong product, contact us immediately so we can resolve the issue.


🚫 Exceptions / Non‑Returnable Items

Some items cannot be returned, including:

  • Perishable goods (food, flowers, plants)

  • Personalized or custom‑made products

  • Personal care items (e.g., beauty, hygiene)

  • Hazardous materials, flammable liquids, or gases

  • Sale items

  • Gift cards

If you’re unsure whether your item is eligible for return, contact us.


🔁 Exchanges

To exchange a product, the fastest method is:

  1. Request a return for the current item

  2. Once approved, place a new order for the desired item


🇪🇺 EU Cooling‑Off Period (14 Days)

For orders shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

The product must meet the same requirements:

  • Unused

  • With tags

  • In the original packaging

  • With proof of purchase


💳 Refunds

Once we receive and inspect the returned product, we will notify you whether the refund has been approved.

If approved:

  • The refund will be issued to your original payment method

  • Processing may take up to 10 business days

  • Your bank or payment provider may take additional time to finalize the refund

If more than 15 business days have passed since approval and you still haven’t received your refund, contact us at: miguel.visualss@gmail.com