ECO CANDLE PROJECT

Returns & Refund Policy

Vegteam, Lda. — Eco Candle Project

Right of free termination of the contract

If you are contracting as a consumer, you have the legally established right to terminate the contract up to 14 days after its conclusion, without giving any reason.

The free resolution period will expire 14 days from the day on which the customer (or a third party other than the carrier, indicated by you) physically acquires the goods. Where several items in a single order are delivered separately, the period runs from the day on which the customer (or the third party nominated by you) physically acquires the last product.

To exercise the right of free termination of the contract, the customer may contact us through the telephone number 911749753, through our contact form available on the website and in the mobile application, or via email, communicating the decision to terminate this contract by an unequivocal statement (for example, a letter sent by post or an email). The consumer may, however, exercise the right of free resolution by any means; the use of any of the means mentioned above is not mandatory.

To respect the period for free termination of the contract, it is sufficient that the customer sends the communication regarding the exercise of the right of withdrawal before the termination period expires.

Effects of contract termination

If the customer terminates the contract before delivery but after purchase, we will refund the amount paid for the products, including the costs of delivery to the original place of delivery.

If the customer terminates the contract after receiving the goods, and the goods are not damaged, we will refund the amount paid for the products, but not the delivery costs or return costs, without undue delay and within 14 days from the day we were informed of the decision to terminate the contract.

We will issue the refund using the same payment method that the customer used for the original transaction.

Notwithstanding the foregoing, we may withhold the refund until we receive the products back or until the customer provides evidence that they have returned them. The customer may send the items for return or deliver them to our store/office in Portugal, in which case the invoice may be shown in digital format on a mobile device or delivered as a printout, without undue delay and not exceeding 14 days from the date on which the customer informed us of the termination of the contract. The deadline is met if the customer returns the products before the 14-day period has expired.

If the return is due to a defect in the product, the cost of shipping the products to our facilities will be refunded.

Unless the customer delivers the products to our store/office or returns them via a carrier determined by us, the customer must bear the return costs.

The customer is only responsible for any decrease in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Note that, after delivery of the order, if the customer exercises the right to withdraw and makes the return through a carrier chosen by them and not by Vegteam Lda, we cannot assume the risk for the return package in respect of causes not attributable to Vegteam Lda.

Likewise, the customer is responsible for the contents of the package returned to Vegteam, Lda. In the event of an error in the content of the return package not attributable to Vegteam, Lda., we are entitled to charge the customer the costs associated with the corresponding return, where applicable.

All rights recognised by the law in force will be safeguarded. The return of the gift card is governed by the Conditions of Use of the gift card.

Refused or uncollected deliveries

If the customer chooses not to receive an order at their address or fails to collect it from the designated pick-up point and the order is consequently returned to us, the cost of that return shipment will be deducted from the refund value. This applies whether the parcel is returned by the carrier due to refusal, repeated failed delivery attempts, or non-collection within the carrier's holding period.

In all cases of refused or uncollected deliveries, as well as voluntary returns, an administration fee of €5 will be charged and deducted from the refund value, regardless of the order amount. This fee covers the handling, inspection and reprocessing of the returned order.

Refund composition. The refund issued to the customer in these cases will correspond to the amount paid for the products, less (i) the original delivery costs, where applicable; (ii) the return shipping cost incurred by us; and (iii) the €5 administration fee.

This administration fee does not apply to returns of defective or non-conforming products, nor where a full refund is required by law. In those cases, the customer is refunded in full, including delivery and return costs, as set out in the “Defective products” section below.

Conditions of the returned product

The contractual right to return products applies exclusively to products that can be returned in the same conditions in which the customer received them. No refund will be made if the product has been used beyond the simple opening of its packaging or if it has been damaged; the customer must therefore take care of the products while they are in their possession.

Please return the item using or including the original packaging. The return must also include all instructions, labels, documents and product packaging. In any case, the customer must deliver, duly completed, the receipt received at the time of delivery of the product, together with the product to be returned.

How to return

Upon return, the respective products must be returned as indicated below:

• In person: at our store/office at Rua Quinta de Santa Marta n.º 4, Loja EF, 1495-171 Algés, Portugal, presenting, together with the product, the invoice attached to the shipping confirmation, which may be shown in digital format on your mobile phone.

• By carrier: contact us by email or by calling 911749753 so that the product is collected at the original delivery location. The product must be sent in the same packaging received, with a printout of the invoice attached to the email with the shipping confirmation.

Returns must be requested within 14 days of receipt of the goods. The item must be in sellable condition and, except where otherwise provided, returned at the customer's own cost. When the return is approved by customer services, we must receive the item within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.

Products that cannot be returned

Due to the nature of these products and the fact that they can be tampered with, we do not accept returns of liquid-based products, hand wash or hand lotion, wicks, waxes or dyes. Products such as wax, fragrances and solvents cannot be returned due to the risk of contamination. Please try our sample sizes of these products first to make sure you are happy with their performance.

After examining the item, we will let you know whether you are entitled to a refund of the amounts paid. Delivery costs will be reimbursed when the contractual right to return the products is exercised within the contractually defined period and all the products in question are returned. The refund will be made as soon as possible and, in any case, within 30 days from the date on which the customer communicates the intention to return the products, or from the date on which the customer provides evidence that the products were sent.

Defective products

Where the customer considers that, at the time of delivery, the product does not comply with the contract, the customer must contact us within the 14 days legally established, through our contact form, indicating the details of the product as well as the damage suffered, or by calling 911749753, and we will inform you how to proceed.

The product may be returned to Rua Quinta de Santa Marta n.º 4, Loja EF, 1495-171 Algés, Portugal, or collected at your home by a carrier sent by us, accompanied by a printout of the e-ticket, with the corresponding amount being refunded afterwards.

As legally established, instead of cancelling the contract (and the consequent return of the goods and refund), the customer may also choose the replacement of the product or an appropriate reduction of the price. The refund of the price, the replacement of the product, or the appropriate reduction of the price paid for the article must take place as soon as possible and, in any case, within 30 days. The amounts paid for products returned for any damage or defect will be refunded in full, including the delivery costs incurred in sending the item and the costs incurred in returning it. The refund will be made using the same payment method used for the purchase.

All rights recognised by the law in force will be protected.

Variations that should not be considered defects

The products we sell, especially those made by hand, often display the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, texture, knots and colour, are not to be considered defects or damage. On the contrary, their presence is to be expected and appreciated. We select only the highest quality products, but such features are unavoidable and must be accepted as part of the product's individual appearance.

Right of withdrawal and return of orders from abroad

If you have ordered items from another EU member state outside Portugal through this website, all the above applies, with the restriction that the transport determined by us can only be carried out to the original delivery address within Portugal. We further inform you that we are under no circumstances obliged to pay shipping costs to addresses apart from the original delivery address nor return costs to destinations outside Portugal.