Refund policy

1. Right of Withdrawal

Under the terms of Decree-Law no. 24/2014, if your order is shipped to the European Union, you have a period of 14 consecutive days, after the physical receipt of the goods, to cancel or return your purchase without the need to provide any justification.

Exception – Customised Products:
We inform you that, under Article 17 of the aforementioned law, the right of withdrawal does not apply to the supply of goods made according to the consumer’s specifications or clearly personalised.
Given the exclusive nature of our products and services, Surprizy does not accept returns or exchanges (except in the case of proven manufacturing defects) for the following items:

  • Products with personalised names, photographs, dates or phrases;
  • Photo albums, photo prints, posters and canvas prints.

2. Eligibility Conditions (Non-Customised Items)

For the return of a standard (non-customised) item to be accepted, it must:

  • Be in strictly new condition, with no signs of use, wear or dirt;
  • Retain all labels and the original packaging intact;
  • Be accompanied by the corresponding purchase invoice.

3. How to Initiate a Return

Do not send items without prior contact, as they will not be accepted. Send an email to info@surprizy.pt with the subject “RETURN”, indicating the order number, invoice number and the product you wish to return.

  • Shipping: After our confirmation, the return must be made by registered mail (with tracking number).
  • Costs: The direct costs of the return (shipping fees) are the sole responsibility of the consumer. Surprizy does not reimburse original shipping costs or return shipping costs.

4. Transport Damage and Shipping Errors

Please check your order upon receipt. If the item shows visible damage caused during transport, a manufacturing defect, or if you have received an incorrect item, contact us immediately at info@surprizy.pt.

In such cases, Surprizy will bear the resolution costs.

  • Exchanges: For faster processing, we suggest returning the item (if eligible) and placing a new order separately.

5. Legal Warranty and Liability Exclusions

In accordance with Decree-Law no. 84/2021, movable goods have a legal warranty of 3 years against lack of conformity existing at the time of delivery.

Nature of Products and Wear:
The consumer acknowledges that, due to the nature of the items marketed by Surprizy (T-Shirts, Mugs, Paper, prints and other frequently handled objects), they are subject to natural deterioration resulting from use, the passage of time and environmental conditions.

The warranty does not cover:

  • Normal Wear: Expected deterioration from repeated use (e.g. paper creases, natural loss of shine or texture wear);
  • Negligent or Improper Use: Damage caused by drops, excessive sun exposure, humidity or cleaning with abrasive products;
  • User Behaviour: Any damage resulting from negligent, intentional or improper use is not attributable to Surprizy.

The warranty covers only defects of origin attributable to Surprizy or the producer. During the first 2 years, it is presumed that the defect existed at the time of delivery; in the 3rd year, the consumer must prove that the lack of conformity existed at origin.

All requests must be submitted in writing to info@surprizy.pt, including photographs and proof of purchase.

6. Complaints and Alternative Dispute Resolution

  • Complaints: You may contact us via email at geral@surprizy.pt (subject: “COMPLAINT”) or use the Electronic Complaints Book available on our website. We will respond within a maximum of 15 working days.
  • Alternative Consumer Dispute Resolution (ADR): In the event of a dispute, the consumer may resort to the following Alternative Dispute Resolution entity:
    • Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
    • Address: Rua dos Douradores, nº 116 – 2º, 1100-207 Lisboa
    • Contact: 218 807 030 | Website: www.centroarbitragemlisboa.pt
    • More information available on the Consumer Portal: www.consumidor.gov.pt