exchange policy

Exchange, return and refund policy

Right of free resolution

For online purchases, the consumer may exercise the right of free resolution within 14 consecutive days, without the need to indicate a reason. The period begins on the day on which the consumer, or a third party indicated by them other than the carrier, physically receives the order.

To exercise this right, you must clearly communicate your decision via email to geral@locasbiju.pt, indicating the name and email used for the purchase, the order number, the items you wish to return, and the date of receipt.

Upon receipt of the request, instructions and the applicable return address will be sent. Items must be dispatched within a maximum of 14 days from the communication of the decision of free resolution.

Return conditions

Items must be returned complete, with their respective accessories and packaging, without damage and without signs of use that exceed what is necessary to verify their nature, characteristics, and functioning.

The consumer may be held liable for the depreciation of the item resulting from handling that exceeds what is necessary for such verification.

Except when the return results from an error by Locas Biju, transport damage, or lack of product conformity, the direct costs of the return are borne by the consumer. We recommend using tracked and registered shipping, as the order remains the responsibility of the sender until received.

Exceptions to the right of free resolution

The right of free resolution does not apply in cases provided for by law, namely:

• items produced according to customer specifications or clearly personalized;
• sealed goods which, for reasons of health protection or hygiene, cannot be returned after being opened;
• other cases legally excluded from the right of free resolution.

When an exclusion is applicable to a product, this information must be presented to the customer before purchase. In the case of earrings or other items for bodily use, the hygiene exception will only be applied when the item has been supplied sealed and the seal has been opened after delivery. The simple classification of an item as costume jewelry does not, in itself, eliminate the right of free resolution.

Refunds

When the right of free resolution is validly exercised, payments received for the returned items will be refunded, including the cost of the standard delivery method provided by the store. Additional costs resulting from the choice of a more expensive delivery method are not refundable for the amount that exceeds standard delivery.

The refund will be made without undue delay and, at the latest, within the legal period of 14 days from the communication of the decision of free resolution. Locas Biju may withhold the refund until it receives the items or until the consumer provides proof of their shipment, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless otherwise expressly agreed, without additional costs for the consumer.

Exchanges

Locas Biju offers a 30-day commercial policy, counted from the receipt of the order, for requests to exchange items without signs of use, complete and accompanied by their respective packaging and accessories. This commercial facility does not limit the legal right of free resolution nor the consumer's rights in case of lack of conformity.

Personalized, engraved, custom-made, or items produced according to specifications chosen by the customer cannot be exchanged or returned for change of mind. This exclusion does not apply when there is a defect, an error in personalization attributable to Locas Biju, or another legally protected lack of conformity.

Exchanges depend on stock availability. To request an exchange, contact geral@locasbiju.pt before sending the item.

Defective or non-conforming items

New movable goods benefit from the applicable legal warranty of conformity. Under terms currently in force, the respective period is three years from delivery.

If an item is defective or does not correspond to what was advertised, contact geral@locasbiju.pt, sending the order number, a description of the problem, and, when possible, photographs. The solution will be analyzed under legal terms and may involve repair, replacement, price reduction, or contract resolution, as appropriate. Costs necessary to restore conformity are not borne by the consumer.

Normal wear and tear, scratches, alterations resulting from impacts, improper storage, or contact with chemicals, perfumes, cosmetics, salt water, or chlorinated water, when incompatible with the care communicated for the piece, do not automatically constitute a lack of conformity. Each situation will be analyzed individually, without limiting the consumer's legal rights.

Damage during transport

If the packaging or the item arrives damaged, we recommend that you photograph the packaging before opening it and contact Locas Biju as soon as possible. This recommendation facilitates analysis with the carrier and does not limit the consumer's legal rights.

Free resolution template

You may communicate by email to geral@locasbiju.pt: “I, [NAME], hereby give notice that I wish to resolve the contract regarding order [NUMBER], placed on [DATE] and received on [DATE], concerning items [ITEMS]. Address: [ADDRESS]. Email: [EMAIL]. Date: [DATE].” Use of this template is optional.