Refund and Exchange Policy

Termination of the purchase and sale contract

1. Cancel before dispatch

To request cancellation, email contato@cacauchicshop.pt with your order number. We will check whether dispatch can still be stopped. This request does not limit your statutory right to withdraw.

2. Withdrawal and refunds

For distance purchases covered by the right of withdrawal, consumers have 14 calendar days after receiving the goods to notify us, without giving a reason, by email or another clear statement. For goods from one order delivered separately, the period starts on receipt of the last item. After notifying us, you have another 14 days to return the goods and pay the direct return costs.

We refund through the original payment method, without fees, within 14 days of notification, including standard delivery costs; optional delivery supplements are excluded. Unless we collect the goods, we may withhold reimbursement until we receive them or evidence of dispatch, whichever comes first. Inspection does not restart the deadline.

Statutory exceptions include personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Handling beyond what is necessary to examine the goods may result in liability for diminished value. A voluntary exchange does not replace the statutory refund.

3. Exchanges due to Defects

An exchange of items is accepted when the order is defective, incomplete, incorrect, or damaged as a result of the delivery act. If you wish to exchange an item, use the contact form at the bottom of this page or “Need help?” on the order page. Alternatively, contact contato@cacauchicshop.pt

We will provide the address for shipping. We ask that you resend by regular or registered mail, with registered being the safest option. Returns from customers without prior communication or cash on delivery will not be accepted.

After we receive the items and verify the conditions, we will carry out the exchange. We will return the new item from the exchange and cover the shipping costs.

In cases of reshipment due to defects, the payment of shipping costs will be the customer's responsibility; however, we will refund this amount.

The new law establishes a maximum period of 30 days for repair, exchange, or refund.

4. Warranty

All products for sale on the site are covered by legal and commercial warranties. The legal warranty of conformity covers defects detected up to 3 years after delivery (for final consumers) and 6 months (for companies or professionals).

To be in accordance with the contract, the products must:

• match the description on the site;
• be suitable for normal or specific use previously agreed upon;
• present the expected quality for the type of product.

If the product presents a conformity defect, it will be repaired, replaced, or refunded at no cost.

Exclusions from the warranty:

• Damage caused by accidents, shocks, electrical overload, oxidation, etc.;
• Incorrect installation or misuse;
• Natural wear or poor maintenance;
• Products with known defects at the time of purchase.

For repairs outside the warranty, a quote will be sent for approval. In case of refusal, a processing fee of €15 (VAT included) will apply.

Clarification:
The Consumer Defense Law (Law No. 24/96) considers a consumer only those who purchase for non-professional use.

Note: Most products from Cacau Chic Shop are intended for professional use. By purchasing, you declare that you are a doctor, beautician, or a professional in the field with appropriate training.