Refund policy

Last updated: 17 March 2026

Return period

You have 30 days after receiving your order to request a return.

Eligibility conditions

The item must:

  • Be in the same condition in which it was received: unused, unscratched, with no wear.
  • Include all tags.
  • Come in the original packaging, essential for shipping glass.
  • Include the receipt/proof of purchase.
  • Electrical items (lamps, sockets, LED modules, drivers):
    We do not accept returns of items that have been installed, assembled, with cut/stripped cables, broken seals or signs of use.

How to start a return

Send an e-mail to: geral@outletvidrosecandeeiros.com

Once confirmed, you will receive instructions and a shipping label.

Return address:
Rua 5 de Junho, nº 31, Rio Novo
2450-076 Nazaré — Portugal

Returns sent without prior contact will not be accepted.

Shipping damage / Wrong item

Please check your order on delivery.
If there is damage, broken glass, a defect or the wrong item, contact us within the first 48 hours with photographs:

  • outside of the box
  • inside of the box
  • carrier label
  • damage to the product

Without this evidence, it is not possible to file a claim with the carrier.

Exclusions — non-returnable items

  • Personalised products (made to measure, specific colour, alterations).
  • Electrical items that have been used or installed.
  • Bulbs/LEDs with an opened box or signs of use.
  • Gift cards.
  • Items clearly identified as final sale / non-returnable.

Outlet / used / vintage items

These may have small imperfections (marks, variations, history of use) described in the product listing.
These are not considered defects.
They may be returned within the general rules (unused after receipt, in perfect condition and with the original packaging).

Return shipping costs

  • For change of mind/withdrawal: cost borne by the customer.
  • For a defect, shipping damage or our error: cost borne by us.

Exchanges

The simplest way: return the item (after approval) and place a new order for the one you want.

Right of withdrawal (EU)

For shipments within the European Union, you have 14 days after receipt to cancel/return the order, with no need to give a reason.
The item must meet the eligibility conditions (unused, with tags and original packaging).

This right does not apply to personalised items.

VAT regime

Outlet Vidros & Candeeiros operates under the VAT exemption regime pursuant to Article 56 of the Portuguese VAT Code (ENI – sole trader).
The prices shown do not include VAT, so no VAT will be charged or refunded under any circumstances.

Refunds

After we receive and inspect the item, we will let you know by e-mail whether the refund is approved.
If approved, it will be issued to the original payment method within 10 business days.

Your bank/card provider may take longer to complete the credit.

geral@outletvidrosecandeeiros.com

Warranty

Applicable under the terms of the law.
For manufacturing defects, the appropriate solution will be assessed:
repair, replacement or refund.
We may ask for images/videos and a description of the problem.

The refund corresponds exclusively to the amount paid for the item, and does not include bank charges, payment fees or VAT (where applicable, under the terms of the law).